Overview

• Control room staff took an average of 33 sick days per year between 2021/22 and 2024/25, far above the UK worker average.
• Handlers regularly manage traumatic incidents including suicides, stabbings and shootings, with some staff fielding four suicide calls in a single shift.
• High turnover and absences have led to longer wait times for callers and delays in emergency assessments.
• NHS England has promised to expand flexible working options and enhance wellbeing support for call handlers.
• The Health and Social Care Department’s plan to deploy almost 500 new ambulances aims to improve response times and ease pressure on control rooms.