Leadership Development and Psychological Safety at NHS 24

At NHS 24, we’re committed to fostering a culture of visible, values-driven and psychologically safe leadership. Staff feedback highlighted the need for stronger support in decision-making and wellbeing, leading to the launch of two flagship programmes: Leading with Courage (for middle leaders) and Leading for Impact (for senior leaders), both aligned to our Values & Behaviours Framework.

These six-month hybrid programmes combine coaching, psychometric profiling, and workshops on emotional intelligence, psychological safety, and strategic leadership. Neurodiversity awareness sessions and protected learning time have further supported inclusive practice.

A key success has been increased Board visibility, with EMT members introducing the programmes and attending final celebration events—reinforcing their strategic importance and alignment with NHS 24’s leadership vision.

Governance is robust, with regular reporting to the Staff Governance Committee. KPIs around attendance, completion, and evaluation are consistently met, with a 91% effectiveness rating and 100% cohort completion.

Leaders report improved confidence, better team conversations, and stronger decision-making. iMatter scores have risen in areas such as “visibility of leaders” and “support for learning and growth.”

Voices from the Programme

“I’ve learned how to lead with empathy and clarity. The coaching helped me support my team better—especially during change.” – Leading with Courage participant

“The programme gave me the tools to create a safe space. We’re now having more open conversations and making better decisions.” – Leading for Impact participant

Looking ahead, NHS 24 will expand its leadership offer to include new and aspiring leaders, and digital leadership pathways—ensuring development remains inclusive and future-focused.