Our EOCs are nearly always the first point of contact and sometimes the first point of care for our 999 patients. Therefore getting the service we provide at that first point of contact correct is absolutely vital and will help us ensure we get the right help to patients, be that treatment and advice over the phone or sending a clinician to help the patient and manage the sheer volume of calls we receive every day. For this reason our EOCs need to be at the heart of everything we do and will not only be there managing patients and our resources, but also offering support to our staff on the road.
Over the last few months, the Trust has been working closely with UNISON to better support and develop our EOC staff. In particular, we have had high turnover in our call handling teams coupled with a limited career pathway. Following this partnership work, we are pleased to announce the following has been agreed:
Gary Morgan, Head of EOCs said: "I am pleased that through good partnership working we have been able to develop these changes which will better support and benefit staff. Working in EOC is challenging given the ever increasing number of 999 calls we receive. These new roles will help us provide a better service to patients, better support our staff, provide a clear career framework for staff and put in place a more robust supervisory, assurance and leadership framework."
Published 6th February, 2016