Developing a Culture of Care and Continuous Improvement

Service Delivery, NHS 24’s largest directorate, achieved an 80% response rate to its annual survey and 93% completion in action planning, with record team participation. This milestone, reached amid sustained service pressures and the demands of 24/7 urgent care, demonstrates a strong commitment to continuous improvement and collaborative engagement.

Staff sentiment is positive, as reflected in the improved Employee Engagement Index and high scores across staff governance standards. Employees report feeling well-informed, trained, involved in decisions, and treated fairly. The Directorate’s focus on a safe, supportive environment is evident in both survey results and high action planning participation, highlighting a culture of ownership and progress.

Leadership at the operational level is a key strength, with direct line managers viewed as approachable, trustworthy, and caring. While senior leadership visibility is an area for growth, initiatives such as centre visits, walkarounds, and online engagement are underway to enhance board presence. All engagement sessions are now communicated in advance to maximise staff participation.

Service Delivery continues to drive improvement through initiatives including consistent triage coaching, national CPD leadership, digital transformation readiness, structured 1:1s and competency frameworks, a buddy system for new managers, and ongoing cultural and behavioural development. Hybrid working and electronic timesheet pilots are being evaluated for wider adoption, supporting both wellbeing and sustainability.

Health and wellbeing remain priorities, with a dedicated group advancing our Culture and Wellbeing action plan. Line managers’ increased focus on staff wellbeing has led to improvements in managing stress and workloads. Supportive measures include timely return-to-work processes, dashboard reviews, staff experience meetings, end-of-shift debriefs, and regular communication of support services.

Communication is effective, with staff reporting they are well-informed and receive helpful feedback. Channels include wallboards, Team Talk updates, newsletters, intranet, daily briefings, and regular planning sessions. Continuous Professional Development is supported through scheduled meetings and shared learning.

Additional initiatives – such as collaborative care pathway redesign, wellbeing walls, sustainability boards, non-uniform days, and local wellbeing activities – further promote a positive, engaged, and healthy workplace culture.