Why NHS 111 call handlers are quitting their jobs in large numbers

Staff operating NHS 111 calls are leaving in significant numbers, a union has warned.

Heavy workloads, chronic staff shortages and abuse from callers have been listed as reasons for their departures from the service.

Unison revealed figures from six ambulance services in England and Wales, showing almost half of their workforce left their jobs in the three years leading up to April 2024.

The study also highlighted a severe impact on well-being, with 300,000 days lost to ill health across these six organisations during the same period.

The report also includes a survey of more than 200 staff, who said the volume of calls, staff shortages and aggressive and abusive callers were the worst challenges they faced in the job.

Unison’s national ambulance officer Sharan Bandesha said: “NHS 111 is a lifeline for patients and their families.

“The service provides vital advice and access to care when they urgently need it.

“But staff are under immense pressure and it’s no surprise many don’t stay in the role.

“Bringing 111 services back in-house, paying staff properly for their work and employing enough staff to alleviate pressure would help ensure NHS 111 is fit for the future.”

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Source: The Independent, 27 March 2026