NHS breach helpline left staff carrying a 'significant emotional burden'
Team given a day's notice faced distressed callers, safeguarding decisions during project that stretched from 2 weeks to 11
The rapid rollout of the NHS breach helpline, with staff receiving mere hours of preparation, highlights the real-world consequences of rushed digital transformations. The emotional toll on those tasked with managing the fallout underscores the need for thorough planning and support in implementing critical services.
Panel script
A small office with several phones and a computer; a staff member holds a notepad and listens intently while another sits with a face in their hands, visibly distressed
When the call centre gets a day's notice
Rate this comic
Script
Panel 1
INT. NHS BREACH HELPLINE CALL CENTER - DAY A HELPLINE OPERATOR, EARPHONES ON, sits at a DESK covered in STRESSFUL NOTICES AND POST-ITS. The clock on the wall reads 8:00 AM. Another OPERATOR, looking frazzled, is hanging up a PHONE. OPERATOR 1 (to Operator 2) What’s the first call of the day? Oh, you know...
Oh: Why is my medical history on the internet?
Panel 2
The HELPLINE OPERATOR looks at a CALENDAR on the wall, which is covered in SCRATCHED-OUT DATES AND REMARKS like and OPERATOR 1 (to Operator 2) Wait, so we’re managing this with a month’s notice? OPERATOR 2 (sarcastically) Oh, absolutely! We got a week’s notice, then it was The final call was,
The HELPLINE OPERATOR: 1-WEEK EXTENSION
The HELPLINE OPERATOR: 11 WEEKS LATER.
Oh: How about 24 hours?
Oh: Hey, how about right now?
Panel 3
The OPERATORS are sitting on the floor, surrounded by CRUMPLED PAPERWORK and a STACK of SAFEGUARDING GUIDES. They are sharing a box of TISSUES.
Operator 1: We’re supposed to make these decisions while callers are in tears.
Operator 2: And we’re supposed to do it all while wearing earplugs and smiling.
Operator 1: I just want to know... who’s safeguarding the safeguarders?
Comments