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Ambulance 111 call centre staff survey

Ambulance 111 call centre staff survey

UNISON is looking to gather the experiences of staff working in 111 call centres. We will use your feedback to produce a report to highlight the challenges you face in your roles, for media stories and in discussions with employers as to how to improve your working conditions.

The survey is anonymous and should take no more than 5 minutes to complete. Your responses will be saved for 12 months, after which all data will be permanently deleted. 

Please read our privacy policy here to understand your data rights and how we will use your data: https://www.unison.org.uk/privacy-policy/.
1. Which of the following would best describe your role working within NHS 111?
2. Who do you work for?
What Agenda for Change (AfC) pay band are you on?
As a private contractor, what range does your salary fall in?
3. How long have you worked for the 111 service?
4. Which one of the following would you agree with - My role is:
5. What are the main challenges in the 111 control room? (tick all that apply)
6. To what extent do you agree with the following questions:
 
Space Cell Strongly agreeAgreeNeither nor disagreeDisagreeStrongly disagree
My current rota provides sufficient rest and recovery time between shifts
I have enough regular breaks to be able to cope during my shifts
There are enough staff on shift at periods of high demand (e.g. evenings, weekends, holidays) to manage the workload effectively
I receive adequate training to perform my role
My employer provides good opportunities for professional development
7. Have you ever requested flexible working arrangements?
If yes, has your requested been granted?
8. Have you considered leaving your role in the past 12 months?
What changes would make you more likely to stay in your role? (Select all that apply)
9. Would you recommend working for NHS 111 to others?
10. To what extent do you agree with the following questions:
 
Space Cell Strongly agreeAgreeNeither nor disagreeDisagreeStrongly disagree
The service makes the right decisions about when to refer callers to A&E, ambulances or urgent care
Serious conditions are identified promptly by 111 staff
The training I have received equips me to manage calls effectively
NHS 111 delivers a safe service for patients
NHS 111 shares health assessments with the services it refers patients to
The script/pathway for referrals is fit for purpose
Health advisers/111 clinicians call back happens fast and within the timescale given to callers
The NHS 111 mental health service is effective
111 services can lead to patients presenting at A&E with less serious conditions
My workplace is safe from bullying and harassment
My employer takes complaints from staff seriously
12. UNISON is planning to carry out media work around the survey findings. This might include finding out more about your experiences and this can be anonymously. If you're happy to be contacted by the union's media team, please provide your name, email address and mobile number. 
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