Fostering Growth and Engagement in the ICT Directorate

Over the past year, the ICT Directorate at NHS 24 has made significant strides in fostering a positive culture of communication, recognition, and continuous development, guided by iMatter survey feedback. This commitment is reflected in a remarkable 96% response rate in the latest iMatter results.

Key achievements include the formation of a Communications Champion Group with representatives from every team, which launched a quarterly ICT Directorate Newsletter. This publication celebrates new starters, achievements, and shared interests, strengthening staff connection to NHS 24 values and enhancing belonging across the Directorate.

Personal and professional development has been prioritised through a dedicated Personal Development channel on the ICT Directorate Teams Site, serving as a central hub for sharing courses, workshops, and events accessible to all staff. Communication and feedback have been further enhanced by the ICT Directorate Key Communications Teams channel, which welcomes new starters and shares key updates. Staff feedback is actively sought and acted upon during virtual and face-to-face Away Day sessions using anonymised tools like Mentimeter, with ‘You said, We did’ slides demonstrating responsiveness.

The Directorate has led the way in technology adoption, piloting Copilot and deploying 167 licenses across NHS 24, resulting in time savings through automated meeting transcription and improved accessibility for staff. In partnership with Workforce, the launch of a Digital Champions Teams site is building a sustainable network for digital support and learning, empowering staff to upskill and share knowledge.

To address board visibility, members have been invited to meetings and away days, providing opportunities for staff to showcase their work and for board members to gain insight into the Directorate’s contributions and challenges.

Looking ahead, the ICT Directorate will continue to promote development opportunities, celebrate achievements, and maintain open communication. These efforts have improved staff experience and engagement, creating a dynamic, supportive, and inclusive environment that exemplifies NHS 24’s commitment to culture and wellbeing, supporting the Scottish Government’s vision for a healthy, engaged and empowered workforce.