NHS call handlers quitting over stress amid ‘relentless exposure to trauma’

NHS call handlers are quitting amid burnout at dealing with 999 calls about suicides, stabbings and shootings and the long delays before ambulances reach patients.

The pressure is so intense that 27% of control room staff in ambulance services across Britain have left their jobs over the last three years, NHS figures show.

Many feel overwhelmed by the demands of their roles, unsupported by their employers and powerless to help patients who are facing life-or-death emergencies, according to a report by Unison, with some resigning within a year of starting the role.

Call handlers get so stressed that they took an average of 33 sick days a year each between 2021/22 and 2024/25, data obtained by the union also showed. That is far higher than the average four days taken off sick by workers in the UK overall.

A report by Unison found that call handlers’ jobs have become increasingly challenging in recent years as the demand for care, which rose during Covid, has remained consistently high since, while ambulance handover delays outside hospitals have worsened.

“These findings paint a bleak picture of the conditions faced by 999 control room staff. TV programmes about ambulance services don’t show things as they really are,” said Christina McAnea, the Unison general secretary.

Unison’s report said: “Relentless exposure to traumatic and increasingly complex incidents, verbal abuse, long shifts and low pay are contributing to stress, burnout and fatigue.

One call handler told Unison: “Some shifts are overwhelmingly traumatic, with 90% of the calls of a distressing nature. One shift, I handled three road traffic accidents and two cardiac arrests.”

“There’s a persistent pressure to remain on the phone, no matter how emotionally drained we are.”

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Source: The Guardian, 17 June 2025