The recruitment, retention and development of an Integrated Urgent Care telephone triage workforce: a small-scale study

Purpose: NHS 111 is a non-emergency telephone triage service that provides immediate access to urgent care 24 hours a day. This study explored the recruitment, retention and development of one Integrated Urgent Care (IUC) workforce in England, specifically the NHS 111 service and Clinical Hub. Methodology: An online survey was distributed to the NHS 111 and Clinical Hub workforce. The data from 48 respondents was summarised and analysed thematically. Findings: The survey respondents held a variety of clinical and non-clinical roles within NHS 111 and the Clinical Hub. The findings indicate that the IUC workforce are motivated to care for their patients, and utilise a range of communication and cognitive skills to undertake their telephone triage roles. 67% of respondents indicated that their work was stressful, particularly the volume and intensity of calls. Although the initial training prepared the majority of respondents for their current roles (73%), access to continuing professional development varied across the workforce with only 40% being aware of the opportunities available. 81% of respondents stated that their shifts were regularly understaffed which indicates that the retention of IUC staff is problematic; this can put additional pressure on the existing workforce, impact on staff morale, and create logistical issues with managing annual leave entitlements or scheduling time for training. Originality: This small-scale study highlights some of the complexities of telephone triage work and demonstrates the challenges for IUC service providers in retaining an appropriately skilled and motivated workforce.