National survey shows record improvements to working lives of staff at country’s busiest ambulance service

• More than 5,000 staff responded to the survey reporting improved positivity in 90 of 97 question areas especially relating to teamwork and learning and development
• Staff scores improved in all questions relating to the NHS People Promise – the seven commitments launched nationally in 2021 that aim to improve the experience of working in the NHS for everyone
• LAS is working to do more in areas where experiences are not as positive, including reducing bullying and abuse from patients and taking action against unwanted sexual behaviour from others

Staff at London Ambulance Service (LAS) have reported record improvements to their working lives over the past year, including being more supported to develop their careers and a greater sense of teamwork, according to the latest annual NHS Staff Survey published today.

More than 5,000 LAS staff – 68% of the workforce – responded to the survey offering their views about their employer, colleagues, career development and standards of care they give to Londoners. The level of engagement with the survey is the highest in the ambulance sector, providing a more accurate and representative insight into the opinions of our staff.

The latest survey shows more positive responses from staff in 92% of all questions, with improved positivity in 90 of 97 question areas especially relating to teamwork and learning and development.

 

Staff scores also improved in all questions relating to the NHS People Promise – the seven commitments that were launched nationally in 2021 that aim to improve the experience of working in the NHS for everyone. This includes being compassionate and inclusive, staff have a voice that counts, and staff being recognised and rewarded.

A major goal of LAS over the next five years is to provide outstanding urgent and emergency care and become an increasingly well-led and highly skilled organisation that people are proud to work for.

LAS Chief Executive Daniel Elkeles said:

“While there is still a way to go to be the organisation we want to be, these results show we’re on the right path to making London Ambulance an outstanding place to work, where staff feel supported, rewarded and morale is improving. I’m also glad that our colleagues feel that they make a difference to the lives of Londoners every day.

“It’s vital that our workforce reflects the communities that we serve throughout the capital. And colleagues should feel that they belong and have the opportunities to fulfil a rewarding career at LAS.”

However, the survey does acknowledge areas where more work can be done to improve the experience of working at LAS, such as staff wanting a greater say in how their work is done. Staff also continue to face bullying or abuse from patients or their relatives with just over half (51%) experiencing it this year.

LAS has invested more than £3 million to fit its ambulances with video cameras to help protect crews, and encourages staff to report cases of abuse. We have also helped secure 38 successful prosecutions for abuse against ambulance crews in the past year.

For the first time in the staff survey, staff were asked if they had experienced behaviour of a sexual nature from colleagues.

Addressing this directly, Daniel Elkeles said:

“This sort of behaviour is not acceptable at London Ambulance Service. While we have made significant progress in areas such as discrimination, bullying and harassment, racism and sexual safety, there is much more to do. We are continuing our work to tackle this and ensure our culture is one where everyone is treated with respect.

“We welcomed Siobhan Melia’s recent independent review to improve culture at ambulance trusts. This was a sobering wakeup call and we have committed to making the necessary changes recommended in the report.”

“I also want to ask the public to not abuse our staff. They should never have to experience violence or aggression from people, but sadly – due to the behaviours of a small minority of patients and members of the public – it does happen.”

The 2023 NHS Staff Survey ran for nine weeks, from 25 September until 24 November 2023 and led by the Picker Institute, an organisation independent from the NHS.

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