Equality and Diversity
Mainstreaming Report
2017
NHS 24 – Equality and Diversity Mainstreaming Report 2017
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If you would like us to consider producing this report in a different format please
phone us on 0800 22 44 88. If you have a textphone dial 18001 0800 22 44 88.
We have chosen to primarily present information on the diversity workforce data
in tables. By adopting this method of reporting, we believe we can present the
information in a consistent and accessible manner.
We have followed good practice guidance, which protects the identity of
individual staff in groups totaling less than 101. This has led in some cases us to
anonymise totals to protect the identification of staff.
If you wish further information on the contents of this report or wish to find out
more about our approach to participation and equalities then please contact our
Participation and Equalities Manager:
Davie Morrison
Participation and Equalities Manager
NHS 24
Caledonia House
Cardonald Park
Glasgow G51 4EB
Telephone number: 0141 337 4532
Mobile telephone number: 07833 402 604
e-mail – [email protected]
Equality and Human Rights Commission (Scotland) publication titled – Evidence and the public
sector equality duty: a guide for public authorities (Scotland).
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NHS 24 – Equality and Diversity Mainstreaming Report 2017
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Contents
Foreword
Page 4
NHS 24 - what we do
Page 5
Mainstreaming – NHS 24’s approach
Page 6
Procurement
Page 17
Equality Impact Assessment - Case Study
Page 19
Equality Profiling – NHS 24’s Approach
Page 21
Staff Experience
Page 24
Board Diversity
Page 34
Employee information
o Age
Page 36
o Disability
Page 41
o Gender
Page 45
o Race
Page 49
o Religion or Belief
Page 55
o Sexual Orientation
Page 60
o Pregnancy and Maternity
Page 65
o Gender Re-assignment
Page 67
Gender Pay Gap
Page 71
Equality Outcomes Progress
Page 75
Contact NHS 24
Page 87
NHS 24 – Equality and Diversity Mainstreaming Report 2017
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Foreword
As NHS 24's Chief Executive, I am pleased to
introduce the Equality and Diversity Mainstreaming
Report 2017.
We will take all reasonable steps to provide the public,
patients, their carers and families with equality of
access to our services. Our aim is to provide an
inclusive service free from barriers and disadvantage.
To support our aim, we will work with communities and
their representatives to achieve equality of access for the people of Scotland.
Another goal is to build a stronger organisation with a workforce that is
representative of the diverse communities across Scotland. NHS 24 aims to offer
every job applicant an equal opportunity to succeed. Moreover, we aim to
provide a working environment where staff experience the NHSScotland values
of care and compassion; dignity and respect; openness, honesty and
responsibility; and quality and teamwork.
We are an organisation where both the Chair and Chief Executive are female. I
hope this sends a strong message that women will be encouraged and supported
to fulfil their career aspirations. Furthermore, they will find a working environment
that is ready to provide them with practical support. It is not enough just to
provide flexibility to female staff. Our intention is that this is open to everyone.
I believe that everyone who comes to work for NHS 24 does so because they
want to make a difference to people's lives. NHS 24 is committed to being an
employer that will encourage and support every single member of staff to operate
at their full potential.
Angiolina Foster CBE
Chief Executive
NHS 24
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NHS 24 – what we do
NHS 24 is Scotland's national contact centre and is at the forefront of providing
person-centred, safe and effective telehealth and telecare services.
As an integral part of the NHS in Scotland, NHS 24 continues to develop,
provide, and facilitate an expanding range of multichannel, person-centred, safe
and effective telehealth and telecare services.
For example:
People across Scotland can call NHS 24 using the free phone number 111. This
gives people access to the help and advice they need if they are unable to wait
until their General Practitioner (GP) surgery reopens.
NHS 24 works in close partnership with all Health Boards, including the Scottish
Ambulance Service, to provide essential services to patients in need of urgent
advice and care during the out-of-hours period when GP surgeries are closed.
NHS 24 employs a range of staff including call handlers, nurse advisors,
pharmacists, mental health advisors, dental nurses and special phoneline
advisors.
NHS 24 provides access to trusted health information and support through a
range of different services, including NHS inform, Care Information Scotland,
Breathing Space, Living Life and Smokeline. These services are available to the
public via a range of delivery channels, including the internet, over the telephone
and web chat.
NHS 24 delivers a national health preparedness campaign on behalf of
NHSScotland called 'Be Health-Wise'. The campaign runs during the Easter and
Festive periods.
Fronted by Dr Owl, the campaign is delivered across a wide range of advertising
medium (TV, radio, digital, outdoor, print, pharmacy and cinema) and is
supported by comprehensive public relations and social media activity.
Year on year, the campaign is improving in its reach and efficacy, as highlighted
in the post campaign effectiveness evaluation.
On an ongoing basis, NHS 24 shares health and care information via a range of
social media channels. Contact us via Twitter @nhs24 or Facebook.com/NHS 24
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Mainstreaming –
NHS 24’s approach
Patient Focus and Public Involvement Strategy
NHS 24 meets its Patient Focus and Public Involvement (PFPI) obligations with
regard to current legislative and NHSScotland standards.
Stakeholder engagement is key to the decision making process at NHS 24 and
as an organisation, it values the contribution that members of the public make. In
2015, NHS 24 refreshed its PFPI strategy, which sets out the organisations
commitment to getting people involved in the design and development of its
services.
One of the ways engagement with patients, carers and the public is achieved is
through the NHS 24 Public Partnership Forum (PPF).
NHS 24’s PPF contributes to the design and development of NHS 24's services.
It meets five times per year and up to 20 members of the public sit on the PPF
steering group, alongside members of staff. NHS 24 offers two other PPF
membership levels so that members of the public can choose how involved and
informed they wish to be about the organisation’s development.
PPF members carry out a self-assessment of their contribution annually. They
have identified that the role that they perform would be enhanced with the
inclusion of younger representatives. A new approach has been agreed intended
to achieve this, including holding meetings at a time suitable to students and
people in daytime employment.
The PPF is just one way we involve people, as an organisation. NHS 24 regularly
undertakes public engagement in a variety of different ways, including
engagement with equality led third sector organisations, patients, carers,
students, older people and other members of the public.
NHS 24 staff members attend public events, providing people with an opportunity
to learn more about the services delivered by NHS 24. Attendance at events
also enables staff members to gain a better understanding of the diverse needs
of the people in Scotland. A recent example of this was attendance at a hard-ofhearing group in Fife.
NHS 24 routinely provides communication support, including note takers, to
members of the public attending business meetings.
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Partnership and Engagement Collaboration – Guiding Principles
The NHS 24 Partnership and Engagement Collaboration consists of
representatives from across the organisation. The purpose of this collaboration
is to share best practice in research and user insight, stakeholder engagement
and relationship management, and communications and marketing of NHS 24's
products and services.
Staff from across the organisation are represented on this group. A member of
the Public Partnership Forum will be joining the group soon.
NHSScotland Equality and Diversity Lead Network
We continue to be part of the NHSScotland Equality and Diversity Lead Network.
This network provides peer support for equality leads from all the Health Boards
in Scotland. The group share best practice examples, discuss the current legal
requirements relating to equality and horizon scan for changes or new
requirements.
NHSScotland Equality and Diversity Lead Network - Special Board Action
Learning Set
Throughout 2016, we attended and contributed to fortnightly meetings attended
by the equality leads from each of the Special2 NHS Boards. The purpose of the
meetings was to share good practice and information about the work undertaken
by each of the Special Boards to meet the reporting requirements of the specific
duties. We collaborated with the other Special Boards to engage with NHS staff,
and third sector organisations that represent the interests of people with the
relevant protected characteristics, to gather evidence that was then used to
inform our equality outcomes and mainstreaming activities.
Public Protection
The remit of both the Nurse Consultant Safeguarding Children and Young People
and the Senior Nurse for Mental Health, Learning Disability and Adult Protection
includes supporting NHS 24 staff with their public protection practice. This
includes:
 Developing and delivering training for all frontline staff, via face-to-face
sessions and adult and child protection e-learning modules. The e-learning
2
NHS Education for Scotland, NHS Health Scotland, NHS National Waiting Times Centre, NHS
24, Scottish Ambulance Service, The State Hospitals Board for Scotland, NHS National Services
Scotland and Healthcare Improvement Scotland.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
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modules are reviewed and updated annually, taking into account national and
local developments.
 Developing policies and processes intended to safeguard children and
vulnerable adults who come into contact with NHS 24.
 Engagement with external partners, to promote collaborative working
practices.
 Monitoring, reviewing and supporting child and adult protection referrals.
NHS 24 produces a quarterly Public Protection newsletter for all staff, which
provides information on internal activity, and highlights national developments
across child and adult protection.
During the financial year 2014 to 2015, NHS 24 frontline staff raised 1,357 child
concerns and 1,308 adult concerns and in 2015 to 2016, they raised 1,359 child
concerns and 1,348 adult concerns. A significant number of concerns identified in
both children and adults related to mental health issues. Concerns were also
raised in relation to physical injuries in children, alcohol and drug misuse and
domestic abuse.
Community Engagement
Prevent Strategy
In 2016, NHS 24's Participation and Equalities Manager delivered a presentation
at the Muslim Council of Scotland’s Counter Extremism Seminar, which was held
in the Glasgow City Chambers. Also speaking at the event was the Cabinet
Secretary for Justice and the Glasgow City Council Leader.
Our staff member was invited to talk about NHS 24’s approach to implementing
Prevent. Prevent is part of the UK Government’s counter-terrorism strategy. It is
about recognising when individuals - particularly those who are vulnerable - may
be susceptible to being exploited for terrorist-related purposes. Prevent is also
about responding proportionately and effectively, in partnership with other
statutory agencies, when concerns arise.
As one of the largest employers in Scotland, the NHS has a key role to play in
supporting the delivery of Prevent. Prior to implementing Prevent, NHS 24
carried out an equality and diversity impact assessment. A series of
recommendations aimed at meeting its general equality duty, were identified.
The Participation and Equalities Manager met with senior members of the Muslim
Council of Scotland who supported NHS 24’s measured and proportionate
approach to implementing Prevent. The manager was then invited to share his
NHS 24 – Equality and Diversity Mainstreaming Report 2017
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experience with those in attendance at the Muslim Council of Scotland’s Counter
Extremism Seminar.
Mainstreaming Equality Case Study:
Breathing Space Year of Listening Initiative
Breathing Space is a free and confidential phone service available to anyone in
Scotland feeling low, stressed or anxious. The service was launched in 2002 and
became a national phoneline in 2004. Answering around 7,000 calls a month,
trained advisors offer listening, signposting and advice.
The 'Year of Listening' was an initiative launched by Breathing Space on 01
February 2016, to raise awareness that listening, and being listened to, is good
for your mental health.
The initiative ties in with NHS Scotland's 'Good Mental Health for All' paper,
which sets out a vision to improve mental health and wellbeing by encouraging
action at national, local and community levels and links in with the Scottish
Government's Mental Health Strategy.
For Better Mental Health in Scotland
Relationships and friendships, where we feel listened to, can have a positive
impact on our wellbeing. Communication is more than just exchanging
information, and there are clear mental health benefits to having positive
relationships where people feel truly heard and understood.
The Year of Listening initiative was an opportunity to hear from individuals,
groups, partner organisations and the wider community about what listening
means to them and raise awareness about the listening and support offered by
Breathing Space and other mental health organisations.
A Year of Listening Pack was produced which included information about
Breathing Space and other organisations such as NHS Living Life, 'See Me'
(Scotland's programme to end mental health discrimination), Steps for Stress, the
Scottish Recovery Network, Healthy Working Lives, Samaritans, and the Scottish
Association for Mental Health (SAMH).
The pack also contained information about a national Year of Listening
competition, where members of the public were asked to submit a photograph,
poster or short story, which answered the question 'What does listening mean to
you?'
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A 'Time for Tea' event poster was also included within the pack to help people
organise a coffee-morning style event to promote listening skills. Information was
also included about fundraising for COSCA (Scotland's counselling skills
organisation) and about COSCA's Counselling Skills Certificate course, which
promotes good communication skills.
Taking the Time to Listen
Around 3,000 Year of Listening packs were distributed across Scotland, with
electronic versions of the packs also sent out. People were able to interact with
the campaign through twitter #YoL2016 and through a Year of Listening 'Pledge
Board'.
Many different communities, individuals and groups across Scotland contributed
to the pledge board, writing about what listening means to them. Here are a few:
"When hearing is the sense you absolutely rely on because you can't see, then
you know the importance of listening; just as we know the importance of listening
to what blind and partially sighted people tell us." RNIB Scotland
"We don't just listen, we hear." MECOPP Gypsy Travellers/Carers Project
"No matter the problem, Poppyscotland offers a listening ear to members of the
Armed Forces community. Active listening allows us to determine the often
complex concerns of our clients, and better enables us to provide effective,
practical, support.” Poppyscotland
"It can be very difficult for survivors of sexual violence to speak about what
happened so providing a safe space on the Rape Crisis Scotland Helpline and
actively listening is a real privilege. Listening to survivors' individual experiences
and offering non judgemental support can make a huge difference to callers,
knowing that you are not alone, that you have been believed and that you can
heal from trauma can greatly assist recovery." Rape Crisis Scotland
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"Listening via eyes and watching facial and physical emotions shows that BSL
person that signing is being appreciated, accepted, supported, being
understood." Paul, Glasgow
To read more pledges, visit http://breathingspace.scot/news/2015/yol-2016pledge-board/
Photos from the Year of Listening Photo Gallery
Year of Listening 'Selfie Sticks' travelled up and down the country with people
showing their commitment to be better listeners by having their picture taken for
the Year of Listening Photo Gallery.
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Year of Listening Taxis take to the streets to promote the initiative
Mainstreaming Equality Case Study
NHS 24: Smokeline Service
Background
NHS 24 has managed the national stop smoking service, Smokeline, since
November 2012. This service is delivered across a range of channels
incorporating, but not limited to online, web chat, email, telephone and SMS.
NHS 24's Health Information Service carried out a significant evaluation exercise
from December 2014 to May 2015 to assess the effectiveness of the service.
The public, service users and key professional groups were engaged in order to
gather levels of satisfaction with the current service, explore needs and identify
insights to inform the future development of the national service.
Working in collaboration with NHS Health Scotland, a number of target groups
were identified for specific evaluation: young people, prisoners, pregnant women,
people with mental health problems, minority ethnic groups and ‘non service
users’, to test the equality impact of the Smokeline service across these specific
groups and to identify potential barriers and gaps in the service.
In addition, the evaluation examined current service provision to a number of
target groups considered priorities nationally; and the impact of the service on
socioeconomic inequalities, with a focus on The Scottish Index of Multiple
Deprivation (SIMD), in particular SIMD 1 and SIMD 2.
Approach
During the evaluation period, the NHS 24 Partnership and Engagement Team
engaged with a broad range of organisations and individuals, seeking their views
on the provision of services and identifying needs. In total, almost 1500
individuals participated in the evaluation exercise.
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The approach used a mixture of quantitative and qualitative research methods:
by self-completion survey, telephone survey, workshops and interviews. Further
data was gathered from sources such as website analytics, database and
information management reports. Existing records of feedback to the service
were also included.
The team also worked in conjunction with other NHS and voluntary sector
colleagues in engaging with specific groups i.e.





Young Scot
Prison Healthcare Staff
Mental Health Foundation
Scottish Health Council
Public Partnership Forums, NHS 24 and others (particularly in seeking
minority ethnic input).
 A different approach using engagement at local venues, for example a Family
Fun Day was tested – going to and reaching out to people in their own
communities.
Findings
There were 10 key recommendations across six different themes identified with
key areas for action, not only for the Smokeline Service, but also broader
partnerships and wider national service provision.
Evaluation evidence from the targeted groups highlights existing barriers and
gaps in service within the current service provision, which, overall, are common
within each of the groups. An area of particular note was found within the ‘Young
People’ survey data, where evidence indicates a change in culture toward ecigarettes, which are viewed by many as a ‘safe’ alternative to tobacco use.
The report makes recommendation for the inclusion of each of the target groups
within a future engagement strategy, to build professional relationships and
design service improvements in consultation with representatives from each of
the specified demographics.
The minority ethnic survey response rate was not considered robust, due to the
small number of responses and therefore was not reported. However, this raised
a recommendation in itself as the challenge in engaging minority ethnic
communities throughout the course of this evaluation (despite utilising internal
and external contacts), highlights the need to build closer working relationships
with this target group, within a future engagement strategy.
Action planning and service improvement is now well underway with plans to
revisit satisfaction with different elements of the service as an ongoing scheduled
commitment.
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Living It Up
Purpose
Living it Up (LiU) is an award-winning innovation project funded by the Scottish
Government that aims to radically change the way people interact with health and
social care services, and empower them to take greater responsibility and
ownership of their health and wellbeing.
LiU works collaboratively to build a community of older adults with long-term
conditions in Scotland who use technology to live happier and healthier lives. It
enables them to be better connected to their own local communities.
Engagement
Living it Up currently has over 28,000 members, 3,738 Facebook Likes (LiU and
Local LiU) and 2,161 Twitter followers. It operates and is supported locally within
Highland, Western Isles, Argyll and Bute, Edinburgh City, West Lothian,
Midlothian, East Lothian, Forth Valley (Falkirk, Stirling, Clackmannanshire),
Moray, East Renfrewshire and South Ayrshire.
In line with a 'Once for Scotland' approach, LiU can be expanded beyond its
current geographic areas to become national in its coverage and relevance,
acting as a citizen interface for technology enabled care services.
Activities
The Living it Up Service consists of a core website. This focuses on 'generic'
content and tools designed to support behaviour change. To get the most out of
the website, users are encouraged to register and create a personal profile.
Once logged in they are given support to find and engage with the interactive
elements of the site, through a series of recommended actions. These are linked
to a feedback mechanism, which shows the user their progress. The site has
been designed to encourage user comment and sharing of experiences, and
personal stories and viewpoints are valued.
The site is divided into sections that support:







Healthy lifestyles (eating well, exercising and sleeping)
Keeping in good mental health
Supporting other people (giving back)
Connecting to your local community
Staying independent and safe at home
Increasing confidence with technology enabled care services
Sharing your experiences and thoughts
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Evaluation/ Benefits
LiU conducted an independent evaluation, which evidenced the impact of LiU on
the health and wellbeing of carers and users, and its potential for realising
economic benefit. The findings concluded:
 Active users of LiU reported three times lower instance of needing care
services over an evaluation control group, and a far higher rate of volunteering in
care, peer-group and community care groups.
 As a result of feeling empowered and confident through active use of LiU,
patients and carers feel ‘activated’ and able to instigate, trial or sustain new
techniques that may better support their long-term condition. These trialled
techniques include the introduction of healthy food initiatives, exercise and
recreation and social connection with friends and family. Many more of LiU’s
active users report that they volunteer in their community and or cope with
planned and unplanned health obstacles.
 Active users engage and interact with LiU's online service to inform and
generate adjusted self-care, and self-management techniques, proactively
managing long-term conditions.
 LiU partners and community members influence the way in which public
policies and practices innovate the delivery of health via digital means,
responding to the health needs and inequities experienced by those with longterm conditions and/or carers in Scotland.
Working with Younger People
Corporate Parenting
NHS 24, as a corporate parent, has a responsibility to meet the needs of cared
for and looked after children.
These commitments include being alert to matters which affect looked after
children and care leavers, assessing their needs for the services we provide,
promoting their interests and providing opportunities to promote their wellbeing.
We have devised a corporate parenting plan, which sets out how we aim to cater
for the needs for looked after and care experienced children.
NHS 24 has received support from Who Cares? Scotland, a national voluntary
organisation working with care experienced young people and care leavers
across Scotland. The charity delivered training to NHS 24 staff, which then had
responsibility to raise awareness of corporate parenting across directorates.
Our organisational leads also met with the Centre for Excellence for Looked After
Children in Scotland (CELCIS), which is a centre dedicated to improving the care
experience of children and young people living in and on the edges of care.
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CELCIS endorsed the steps NHS 24 is taking to achieve effective corporate
parenting.
A member of our staff attended a festive event held within Who Cares?
Scotland's, Glasgow's office. NHS 24 intends to build upon this activity over the
next two-year period.
Govan High School
NHS 24 attended an employability event at Govan High School in August 2016.
This event was arranged for fourth and fifth year pupils. The pupils were
provided with an overview of the roles within our organisation, particularly
highlighting non-clinical roles that the pupils may not have considered. 'Hints and
Tips' were also provided on the completion of CVs and application forms and
interview techniques. NHS 24 engaged with approximately 70, fourth and fifth
year pupils during the day.
Girlguiding Scotland
After meeting the Chief Executive for Girlguiding Scotland at a Disclosure
Scotland Event, NHS 24 reviewed literature that Girlguiding UK and Scotland had
produced to support individuals seeking employment, in particular the preparation
of CVs and attending interviews. Whilst the Girlguiding documents were already
of a high quality, additional feedback and 'hints and tips' provided by NHS 24
were used to create a blog on the Girlguiding website about landing a 'dream job'
(see link below):
https://www.girlguidingscotland.org.uk/guiding-can-help-land-dream-job/
Fundraising activities
We support our staff to raise money for a variety of very good causes.
Our staff organise dress down days where fundraising for local charities takes
place. Staff members nominate charities who benefit from the money raised. In
January 2017, headquarters staff nominated Who Cares? Scotland, to receive a
donation of £120.
Other charities to benefit from this were:




Beatson Cancer Centre
Finding Your Feet
Glasgow Women's Aid
Maggie's Centres
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Similar other fundraising activities are undertaken by staff members from across
NHS 24 centre's, including but not limited to, bake sales for various charities,
sponsorship of individuals for charitable runs and annual sponsored moustache
growing for Movember.
These fundraising activities promote improved understanding and knowledge of a
variety of issues and are regularly reported in our staff magazine and on our
Intranet.
NHS 24 Procurement
General Equality Duty
NHS 24's Procurement Strategy contains a commitment to ensure that everyone
it deals with and employs are treated fairly regardless of their age, disability,
gender reassignment, pregnancy and maternity, religion or belief, sex, sexual
orientation or trade union activity. NHS 24 will also give due regard to the need
to eliminate unlawful discrimination against someone because of their marriage
or civil partnership status. Procurement must be undertaken to the highest
ethical standards and with fairness to all potential suppliers.
Scottish Procurement Policy Note SSPN 8/2012 stipulates that where NHS 24 is
a contracting authority and proposes to enter into a relevant agreement, on the
basis of an offer, which is the most economically advantageous, it must have due
regard to whether the award criteria should include considerations to enable it to
better perform its general equality duty.
Where NHS 24 is a contracting authority and proposes to stipulate conditions
relating to the performance of a relevant agreement, it must have due regard to
whether the conditions should include considerations to enable it to better
perform the equality duty.
Sustainable Procurement
NHS 24 is required as a public body to address sustainability in its procurement
practices. Sustainable procurement is a process whereby organisations meet
their needs for goods, services, works and utilities in a way that achieves value
for money on a whole life basis, in terms of generating benefits not only to the
organisation but also to society and the economy whilst maximising
environmental opportunity.
NHS 24 complies with the sustainable procurement duty laid out in the
Procurement Reform (Scotland) Act 2014 in its procurement activity in so much
as:
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(a) before carrying out a regulated procurement, to consider how in conducting
the procurement process it can—
(i) improve the economic, social, and environmental wellbeing of the authority's
area,
(ii) facilitate the involvement of small and medium enterprises, third sector bodies
and supported businesses in the process, and
(iii) promote innovation, and
(b) in carrying out the procurement, to act with a view to securing such
improvements identified as a result of paragraph (a) (i).
Employment Practices and Workforce Matters including Living Wage in
Public Contracts
Scottish Procurement Policy Note (SPPN 1/2015) provides information on how
and when employment practices and workforce matters including payment of the
living wage should be considered, in the course of a public procurement exercise
as a key driver of service quality and contract delivery.
In complying with this requirement, NHS 24 note the advice and adopts it
wherever it is legally possible to do so, in it's own procurement procedures.
Supported Factories and Businesses
A national collaborative Framework Agreement for Supported Factories and
Businesses has been established by the Scottish Government to provide
products and services to the Scottish public sector.
The Framework is reserved for Supported Factories and Businesses as defined
in regulation 7 of the Public Contracts (Scotland) Regulations 2012 (Article 19 of
Directive 2004/18/EC). A supported factory/business is “an establishment where
more than 50% of the workers are disabled persons who by reason of the nature
or severity of their disability are unable to take up work in the open labour
market.”
The Scottish Government encourages public sector bodies to utilise the services
of supported businesses whenever appropriate opportunities arise and to seek
the services of those companies on the framework agreement.
NHS 24 will ensure that the framework agreement will be utilised whenever
appropriate.
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British Sign Language
An example of organisational improvement relates to collaborative work with
British Sign Language (BSL) users, community organisations representing the
Deaf community and the Scottish Government. Developed and piloted within
NHS 24, contactSCOTLAND-BSL, now connects deaf BSL users throughout
Scotland through a team of online interpreters, with all of Scotland’s public
authorities and third sector organisations. For more information on the formal
launch of this service, which took place on 03 October 2016, click
contactSCOTLAND BSL.
NHS 24 supported two members of staff to complete a BSL degree course at
Heriot Watt University.
NHS 24 is currently supporting one member of staff to undertake the same
course.
Equality Impact Assessment - Case Study
Health Information Services
Since its inception in 2010, Health Information Services has significantly evolved
from the provision of individual programmes of work to an integrated national
platform for the delivery of quality assured health and care information to the
people of Scotland.
Its services, which are delivered with a person-centred approach, supports
Scottish Government's 20:20 vision, as well as cutting across key national
agendas such as the Quality Strategy, Health and Social Care Integration,
Shifting the Balance of Care, e-Health Strategy and the National Health and
Wellbeing Outcomes Framework.
Health Information Services has delivered a number of products and services,
which support national and organisational priorities, promoting a digital first
approach to the delivery of services. Digital services include:







NHS inform
NHS 24
Care Information Scotland
Smokeline
Fit For Work
Know Who To Turn To
Breathing Space
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Health Information Services is committed to ensuring that NHS 24 services
continue to meet user’s needs, specifically focusing upon the channel shift to
online provision. As a service, it strives to develop and deliver around the
changing needs of our population.
Online delivery not only reduces the burden placed upon front line services, but
also offers a quicker, more convenient method for those who use these services
to access the information they need at that time.
In 2016, we completed an equality impact assessment of Health information
Services. This built upon earlier assessments. Following consultation, we
identified five key outputs:
 Accessibility - disabled people, and people whose first or preferred
language is not English, will be provided with access to Health Information
Services that is as close, as it is reasonably possible to get, to the
standard normally offered to the public at large.
 Communication and Engagement - minority groups will have a raised
awareness of Health Information Services.
 Staff Training – service users will be provided with an improved patient
experience.
 Inclusivity – People from across the relevant protected characteristics, and
those experiencing health inequalities will be able to identify with and trust
quality assured information.
 Equality Monitoring – using evidence gathered, Health Information
Services would be able to measure the progress of these outcomes and
provide improved access to people with the relevant protected
characteristics.
Health Information Services staff are working towards implementing each of the
outputs.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
20
Equality Profiling – NHS 24’s approach
Equalities Profiling – Patients and Service Users
NHS 24 is Scotland's national telehealth and telecare organisation. In recent
years, NHS 24 has continued to develop, provide, and facilitate an expanding
range of multichannel, person-centred, safe and effective telehealth and telecare
services for patients, carers and members of the public across Scotland.
NHS 24 collects information on the age and gender of patients calling the
unscheduled care service. It works in partnership with other organisations to
promote its services to people with the relevant protected characteristics.
A review of the calls to the unscheduled out of hours service during September
2016 shows that 56.2% of calls were from women and 39.5% from men. 4.3% of
callers did not provide information on their gender.
The following table shows the age range of users of the unscheduled out of hours
service:
Age Range
Under one
One to four
Five to 14
15 to 44
45 to 65
65 and over
Unknown
Percentage
4.7%
9.3%
4.6%
35.7%
17.2%
22.5%
4.3%
A review of the dental calls to the unscheduled out of hours service during
September 2016 shows that 50.7% of calls were from women and 49.3% from
men.
The following table shows the age range of users received to the dental out of
hours service:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
21
Age Range
Under one
One to four
Five to 14
15 to 44
45 to 65
65 and over
Percentage
0.0%
2.2%
7.3%
66%
19.8%
4.7%
Equalities Profiling – Next Steps
NHS 24 staff members have undertaken a scoping exercise to establish what
information NHS 24 services currently have in relation to equality monitoring.
Information on age and gender is currently available about people who access
the unscheduled care service. NHS 24 staff are considering what can be done to
find out more about who is and who is not using this service.
NHS 24 holds information on the postcodes of people who access the
unscheduled care service. Work is taking place to compare these postcodes with
the Scottish Index of Multiple Deprivation (SIMD). SIMD identifies small area
concentrations of multiple deprivation across all of Scotland, in a consistent way.
It allows effective targeting of policies and funding where the aim is to wholly or
partly tackle or take account of area concentrations of multiple deprivation, in
order to develop services and improve access to services.
Language Translation Service
NHS 24 provides a language translation service to patients whose first or
preferred language is not English. Although this does not provide a definitive
explanation of the ethnicity of callers, an inference may be considered on the
callers ethnicity from the languages requested. During 01 April 2015 and 31
March 2016, we received requests for 59 different languages and 2,641
individual calls were placed. The average call length was over 23 minutes.
The most frequently requested languages for this period are as follows:
Language Requested
Polish
Mandarin
Arabic
Spanish
Romanian
Russian
Urdu
Calls Received
1,106
188
158
133
128
101
69
NHS 24 – Equality and Diversity Mainstreaming Report 2017
22
Slovak
Cantonese
Italian
71
53
49
NHS 24 is currently reviewing its language translation function and has set an
equality outcome to achieve improvement.
Equalities Profiling – Staff
NHS 24 offers a round the clock service for the people of Scotland. Our
unscheduled care service is provided out-of-hours between 6pm and 8am
Monday to Friday and from 6pm on Friday evening to 8am on Monday morning.
Our staff are provided with options for flexible working. The majority of our
members of staff work part-time suiting the individual staff needs and
organisational requirements.
We offer a range of contracted hours. Less than full-time working hours coupled
with out-of-hours working can be appealing to people with certain protected
characteristics or those with caring responsibilities.
Just over 80% of staff members are women. Nursing is the second largest job
family within NHS 24. The nursing profession is currently identified as
demonstrating occupational segregation, with the majority of nurses being
women.
NHS 24’s nursing gender profile is influenced by this occupational segregation
and anyone wishing to apply to work with NHS 24 in this job family requires to
have a minimum standard of experience. A professional registration in nursing
is essential and is only obtained through higher-level study within an academic
institute.
More than 16% of NHS 24’s members of staff have identified themselves as
having a disability and 220 of these staff worked part-time hours, representing
over 13% of the total workforce.
We acknowledge the gaps that still exist in staff identifying themselves by the
protected characteristics of race, religion and belief and sexual orientation.
Reporting by staff across these relevant protected characteristics has shown a
gradual increase.
We will continue to work towards reducing the gaps that still exist in its staff
members identifying themselves by these protected characteristics.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
23
Staff Experience
NHS 24 Values
In October 2016, NHS 24 launched a programme to raise awareness and embed
corporate values. This is being carried out in partnership with trade unions and
professional bodies.
NHS 24's values represent the wider NHSScotland values of care and
compassion; dignity and respect; openness, honesty and responsibility; and
quality and teamwork.
NHS 24 is undergoing a large-scale programme of change. As with any change
programme, there is potential for staff to have concerns about the impact it has
on them.
A focus was placed on the opportunities that staff engagement could bring, to
achieve a positive difference and to help embed a new organisational culture,
based on the values.
Through ongoing engagement, across the entire organisation, the aim is to
demonstrate at every opportunity, a commitment to the values.
Staff members were provided with a space to describe what the values meant to
them and how the culture within the organisation could be improved.
The organisation has received more than 700 responses from staff.
NHS 24 is currently evaluating the feedback and intends to devise a programme
of improvement. Staff empowerment will be a key pillar of this work.
Working with Partners
In 2015, NHSScotland Chief Executives supported the establishment of the
Glasgow Centre for Inclusive Living (GCIL) equality academies Professional
Careers Programme, across Health Boards in Scotland.
The aim of the programme was to provide a two-year employment opportunity for
disabled graduates, which would help them secure permanent employment.
Alan Lewis, a Sociology and Social Policy graduate, came to work for NHS 24 in
April 2016. Alan has a visual impairment and required additional support to be
able to take on the new role.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
24
NHS 24 worked in partnership with Alan, GCIL and Access to Work to ensure
that his needs were met and that the specialist technological equipment and
software Alan needed to carry out the role, was in place before he started.
Although Alan's start date was dependant on
equipment being installed, he did feel that he was
informed and involved throughout this process.
Alan described the overall experience of starting
his new role within NHS 24 as a positive one. He
said: "I found it to be incredibly relaxed. The staff
were organised and I received a very good
induction."
As a Partnership and Engagement Officer, Alan's role involves internal and
external stakeholder engagement, communications, brand development and
marketing of NHS 24's range of health and care information services.
With ten years experience within the voluntary sector, working for frontline
services, Alan said: "I have been able to use the skills I already have in a slightly
different way. The placement allows you to try out different areas of work and
allowed me to consider where I am best placed."
Alan describes his experience so far as a worthwhile one. He said: "It's given me
increased self confidence, sense of planning and self-awareness. I have been
able to take myself out of my comfort zone and test myself."
Although Alan still has some time left on his placement, he is already looking
ahead to the future. He said: "I would like to take on a project management role
which also has a certain amount of service delivery. I have never had an issue
with finding a job but in terms of having a career, the placement will take me to
that next level."
Staff Experience- Maternity Leave
Workforce Information and Systems Analyst Rachael McGrory, is enjoying being
back at work after giving birth to her daughter.
On becoming pregnant, Rachael decided to take a year's maternity leave at the
end of January 2015, to take care of her baby.
Rachael found that colleagues within NHS 24 were supportive and pleased when
they found out the exciting news. She said: "It was a really positive experience.
The people in my team were very helpful when I was getting ready to go on
leave."
NHS 24 – Equality and Diversity Mainstreaming Report 2017
25
During her maternity leave, Rachael had the opportunity to come into the office
for a Keeping in Touch Day. This allowed her to see
some familiar faces. Rachael said: "When you take
maternity leave, part of you still thinks about work, you
wonder about the things you were working on and how
they have turned out."
Rachael decided that in order to suit her family
circumstances, it would be better for her to work parttime and she put in a request to do so. Although NHS
24 could not accommodate part-time working, the
organisation worked towards finding a solution and
offered a flexible working arrangement, where Rachael could job-share with
another colleague. This meant she could keep the same role as she had before
going on Maternity Leave.
Rachael said: "It really relieved the stress. I felt that taking on a new role would
have been too stressful. I am able to spend quality time with my daughter and I
have a really good work/life balance."
Rachael enjoyed her return to work and praised her colleagues for their support
saying, "Everyone was understanding. After a couple of weeks it was like I never
left."
Now back in the office, Rachael is looking forward to developing in her role. She
said: "I am happy doing what I'm doing. There is so much to Workforce Planning
that I want to learn about."
Shared Parental Leave
Stuart Marshall, Learning Technologist, is the first member of staff within NHS 24
to take Shared Parental Leave (SPL).
After the birth of his daughter, Stuart had planned to take two weeks Paternity
Leave. However, after communicating with the Human Resources department,
Stuart was informed that he met the eligibility criteria to take SPL, in addition to
Paternity Leave.
SPL, which came into practice in April 2015, allows families to split childcare
responsibilities.
Stuart made the decision to take eight weeks leave. He said: "It is remarkable
that it is available to staff. Being the first person to take this leave, I do not think
many people are aware of it.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
26
"It was amazing being able to spend a huge chunk of time with my daughter
when she was developing her personality."
Stuart commented that his colleagues supported him through this process
saying: "Everyone was great. We had to plan work around my leave and my
team were very helpful. It is great that this is available to staff."
Healthy Working Lives
In December 2016, NHS 24 was advised that it had maintained the Healthy
Working Lives (HWL) Gold Award for a further year. The HWL Award
Programme supports employers and employees to develop health promotion and
safety themes in the workplace in a practical, logical way that is beneficial to all.
The Gold Award demonstrates long-term commitment to improving health, safety
and wellbeing both within the workplace and in the wider community. In
achieving Gold, organisations can provide evidence that a health, safety and
wellbeing culture exists and that positive employee behaviour changes are
evident.
SWAN Events
The Scottish Workplace Networking for lesbian, gay, bisexual and transgender
(LGBT) people (SWAN) is a professional networking group open to all LGBT
employees from the public, private and third sectors.
SWAN aims to provide members of the LGBT community with access to
networking opportunities, in order to strengthen the position of LGBT people
within the workplace.
NHS 24 regularly highlights details of SWAN events on the staff Intranet page to
encourage staff attendance. Our high profile promotion of SWAN events also
seeks to tackle prejudice, promote understanding and advance equality for LGBT
people.
Training
Staff Training - Induction
Every staff member who joins NHS 24 receives a 'Welcome' email. Within this,
they are signposted to the "New Staff Member Welcome Handbook". The
handbook refers to the HR policies and the area of participation and equalities,
including:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
27
 Confidential Contacts
 Employee Experience Programme (EEP) including Occupational Health,
Employee Support and Assistance, Health and Safety and Wellbeing
 Key Policies: Give Respect, Get Respect – Dignity at Work and family
friendly policies (adoption leave, maternity leave, parental leave and
dependants leave)
 Equality, Diversity and Human Rights
The handbook contains information on governance (including staff governance)
and an introduction to rights, as an individual employee of NHSScotland.
The managers of every new staff member also receive a preparation email. This
includes the "Induction Guide for Managers and Mentors", signposting to the
Welcome handbook (referenced above) and the induction guide template/
checklists.
Face-to-face "Welcome Sessions" are delivered on the first day of employment to
new staff who are participating in group training programmes. A "Corporate
Welcome Session" occurs every 2 months for all other staff and members of the
Public Partnership Forum to attend. These sessions cover key areas, which
include, HR information, Health and Safety and values and behaviours.
Disability Awareness Raising
In September 2016, the Legal Director at the Business Disability Forum,
delivered a Disability Awareness Raising workshop for NHS 24 staff.
The purpose of the workshop was to support managers and HR staff, who
regularly deal with disability related issues. The Legal Director at the Business
Disability Forum is a leading expert on disability discrimination and provided
guidance on disability law and best employment practices.
This workshop involved staff members providing the Legal Director at the
Business Disability Forum with details of disability related scenarios they would
like to discuss in advance. This allowed guidance to be prepared specifically for
NHS 24 staff.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
28
E-learning
All NHS 24 members of staff have access to the following participation and
equalities focussed e-learning modules:
Dignity at Work
This online resource aims to help staff to recognise inappropriate behaviours,
which do not reflect our values, in themselves and in others at work. This module
includes reflective questions, a video clip and information on key resources within
NHS 24.
Sixty-nine per cent of staff members have completed this training.
Raising Awareness of Gypsy/Traveller Communities
This learning module is suitable for staff from all sectors of the public services
workforce who have, or have potential to, impact on the health and wellbeing of
Gypsy/Travellers. It is a welcome contribution to raising awareness amongst
NHS staff of the culture, circumstances and needs of Gypsy/Travellers in
Scotland.
NHS 24 worked in partnership with NHS Fife, the Scottish Ambulance Service,
the Fife Centre for Equalities and other organisations to develop this learning
module. Young Gypsy/Travellers supported the development of this training.
Launched within NHS 24's own platform in August 2016, more than 300 of NHS
24's staff members have completed the module.
Equality, Diversity and Human Rights
Promoting equality, embracing diversity and respecting human rights within NHS
24 assists us all to deliver the best service and employee experience possible. It
supports all staff to achieve their full personal and professional potential.
This learning module includes information on the following:
 The Equality Act 2010
 Human Rights
 The Social Model of Disability
The majority of staff members have completed this module.
Learning Disabilities
This learning module examines learning disability and the role of NHS 24 in the
assessment of an individual’s needs.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
29
The majority of staff members have completed this module.
Deaf Awareness
Completion of this learning module raise's staff members awareness and gives
an overview of personal responsibilities in relation to providing a positive and
effective experience for Deaf service users.
The majority of staff members have completed this module.
Gender Based Violence
This learning module is available across all staff groups to enhance
understanding of gender-based violence. It introduces the issue, its impact on
health, and the key principles of a sensitive and appropriate response.
Sixty per cent of staff members have completed this module.
Patient Focus and Public Involvement
This learning module is available to all staff and provides an introduction to
Patient Focus and Public Involvement within NHS 24.
Almost all staff members have completed this module.
Staff Policies
NHS 24’s staff policies achieve the standards set out by the Partnership
Information Network (PIN) policies, which form part of the terms and conditions of
employment of all NHSScotland employees.
The PIN policies:
 Provide up-to-date guidance on issues relating to people management within
NHSScotland;
 Are researched and prepared on a partnership basis involving NHSScotland
employers, trade unions, professional organisations and the Scottish
Government; and
 Support the delivery of the Human Resource strategy and form a solid
foundation on which to build local people management strategies.
The following staff policies have been reviewed in this reporting period.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
30
The policies are reviewed in partnership and equality impact assessed as
appropriate:
















Adoption and Fostering Policy
Attendance Management Policy
Code of Conduct Policy
Carer Leave Policy
Compassionate/Bereavement Leave Policy
Dignity at Work Policy
Gender Based Violence Policy
Job Share Policy
Maternity Leave Policy
Paternity Leave Policy
Redeployment Policy
Relocation Policy
Retirement Policy
Shared Parental Leave Policy
Social Media Policy
Secondment Policy
Performance Reviews
KSF Reviews
The NHS Knowledge & Skills Framework (KSF) is the national NHS framework
for determining the key knowledge and skills required to undertake a role, and
every position should have a Foundation and Full outline. The Foundation
outline details the expectations for a new member of staff in their first year in role.
The Full Outline reflects the expectations of a staff member with the knowledge
and skills required to complete all elements of their role.
Core 6 Equality and Diversity
This dimension underpins all dimensions in the KSF. Equality and diversity is
relevant to the actions and responsibilities of everyone i.e. users of services
including patients, clients and carers, work colleagues, employees, people in
other organisations and the public in general. Equality should be reflected in all
types of activities.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
31
Dimension
Core 6
Equality and
Diversity
1
Acts in ways
that support
equality and
diversity
Level Descriptors
2
3
Support
Promote
equality and
equality and
value diversity value diversity
4
Develops a
culture that
promotes
equality and
values
diversity
Positive about Disability Symbol
During this reporting period, NHS 24 maintained its award of the 'two ticks'
positive about disabled people symbol, awarded by Job Centre Plus.
The 'two ticks' symbol is given to employers who have made commitments to
employ, keep and develop the abilities of disabled staff.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
32
Analysis by protected characteristic
We have used the * sign, which protects the identity of individual staff in groups
totaling less than 103. This has led us in some cases to anonymise totals to
protect the identification of staff. An exception to this is the information provided
on the gender of Board Members, which is provided in full with their approval.
The percentage figures throughout this report have been held to two decimal
places.
How the workforce diversity data is used
The workforce diversity data within this report is used by NHS 24 to:
 Examine how policies and processes are working, and help to identify
areas where improvements could be made;
 Provide an evidence base, which will inform the equality and diversity
impact assessment process;
 Inform the development of equality outcomes;
 Provide indicators as to where positive action may be required, to address
underrepresented equality groups within the workforce;
 Establish the need for new actions on the equality mainstreaming action
plan; and
 Measure performance and progress towards equality and diversity goals.
Equality and Human Rights Commission (Scotland) publication titled – Evidence and the public
sector equality duty: a guide for public authorities in Scotland – published July 2016.
3
NHS 24 – Equality and Diversity Mainstreaming Report 2017
33
Board Diversity
Board Information
The Equality Act 2010 (Specific Duties) (Scotland) Regulations 2012 (as
amended) requires relevant listed authorities to use information on Board
Members, gathered by the Scottish Ministers, to help ensure that those appointed
to public boards better reflect the diversity of the Scottish population.
Guidance4 published by the Equality and Human Rights Commission in October
2016 set out that relevant listed authorities must publish:
 the number of men and women who have been board members of the
authority during the period covered by the report.
 how the authority proposes to use the information provided in the future to
promote greater diversity of board membership.
In keeping with the publication of information of staff in post, NHS 24 provides
information on the gender composition of Board members at 30 September 2015
and 30 September 2016.
NHS 24 Board 2015
Men
Women
Not collected
Total
6
6
1
13
NHS 24 Board 2015 – by percentage
Men
46.13%
Women
46.13%
Not collected
7.69%
Total
13
NHS 24 Board 2016
Men
Women
Total
4
6
7
13
Board diversity and the Public Sector Equality Duty: A guide for public authorities in Scotland
NHS 24 – Equality and Diversity Mainstreaming Report 2017
34
Men
Women
Total
NHS 24 Board 2016 – by percentage
46.13%
53.84%
13
The NHS 24 Board will take all reasonable steps to implement the Scottish
Government's guidance on succession planning for Public Body Boards.
The NHS 24 Board will include a development session on the importance of
equality, diversity and human rights within its work plan.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
35
Age
The following information relates to the period 01 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Recruitment
The total number of people who applied to join our organisation, including those
shortlisted for interview, and appointments made, reported by age is as follows:
Total
Applications
Shortlisted
Offered
Conversion
%
16 to
24
245
Recruitment by Age 2015 to 2016
25 to 35 to
50 and Not
Total
34
49
over
Declared
527
527
263
142
1,704
74
9
3.67%
218
263
139
39
54
28
7.4% 10.25% 10.65%
54
8
5.63%
748
138
8.1%
How We Are Using This Information: The conversion rate for people aged 16
to 24 is lower than any other age range. NHS 24 will seek to improve access to
employment within NHS 24 for people within this age range.
Staff in Post and Number of Part-Time Employees
For the purpose of reporting employment information by the protected
characteristic of age, there were 1,529 staff in post at 30 September 2016.
These figures do not include staff employed from agencies or seconded to NHS
24. The percentage is shown as the symbol %.
Age
16 to 24
25 to 34
35 to 49
50 to 59
60+
Total
FullTime
*
68
155
125
20
By
%
*
4.44%
10.13%
8.17%
1.30%
2015 to 2016
PartBy
Time
%
*
*
287
18.77%
477
31.19%
283
18.5%
60
3.92%
1529
NHS 24 – Equality and Diversity Mainstreaming Report 2017
Overall Total
by %
3.59%
23.21%
41.32%
26.67%
5.05%
36
How We Are Using This Information: We will take steps to improve access to
full-time employment for people aged 24 and under.
Learning and Development
The total number of staff who attended and or completed training between 01
October 2015 and 30 September 2016 reported by age is as follows:
Age
16 to 24
25 to 34
35 to 49
50 to 59
60 and over
Total
Learning and Development 2015 to 2016
Internal
External
E-learning
Total
Training
Training
55
4.07%
325
24.07%
558
41.33%
354
26.22%
58
4.29%
1,350
*
*
28
47.45%
19
32.2%
*
59
60
3.99%
375
24.98%
603
40.17%
381
25.38%
82
5.46%
1,501
*
*
1,189
754
*
-
Bursary
The total number of staff who applied for and who received a bursary between 01
October 2015 and 30 September 2016 reported by age is as follows:
Age
16 to 24
25 to 34
35 to 49
50 to 59
Total
2015 to 2016
Applied
2
2
16
8
28
NHS 24 – Equality and Diversity Mainstreaming Report 2017
Approved
*
*
11
*
18
37
Performance Reviews
The total number of staff with a performance review recorded in e-KSF, the
NHSScotland performance management system, between 01 October 2015 and
30 September 2016 reported by age is as follows:
Age
16 to 24
25 to 34
35 to 49
50 to 59
60 and over
Total
2015 to 2016
16
2.78%
116
20.2%
244
42.5%
172
29.96%
26
4.52%
574
37.39%
Disciplinary Procedure
The total number of members of staff who have been the subject of disciplinary
procedures between 01 October 2015 and 30 September 2016 reported by age
is as follows:
Age
16 to 24
25 to 49
50 and over
Total
2015 to 2016
*
*
7
Grievance Procedure
The total number of members of staff who raised a grievance between 01
October 2015 and 30 September 2016 reported by age is as follows:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
38
Age
16 to 24
25 to 49
50 and over
Total
2015 to 2016
*
24
*
34
Capability Procedure
The total number of members of staff who were supported through the capability
procedure between 01 October 2015 and 30 September 2016 reported by age is
as follows:
Age
16 to 24
25 to 49
50 and over
Total
2015 to 2016
*
*
3
Dignity at Work
The total number of members of staff who raised a dignity at work issue between
01 October 2015 and 30 September 2016 reported by age is as follows:
Age
16 to 24
25 to 49
50 and over
Total
2015 to 2016
*
*
4
Leavers
In line with NHSScotland, NHS 24 currently operates a no compulsory
redundancy scheme. The total number of staff who left the organisation between
01 October 2015 and 30 September 2016 reported by age is as follows:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
39
Age
16 to 24
25 to 34
35 to 49
50 to 59
60+
Total
2015 to 2016
Total
By Percentage
26
9.18%
85
30.03%
96
33.92%
57
20.14%
19
6.71%
283
-
NHS 24 – Equality and Diversity Mainstreaming Report 2017
40
Disability
The following information relates to the period 01 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Recruitment
The total number of people who applied to join our organisation, including those
shortlisted for interview, and appointments made, reported by disability is as
follows:
Recruitment by Disability 2015 to 2016
Disabled Non Prefer
Not
Disabled not to
Declared
answer
Total Applications
113
1,504
24
63
Shortlisted
55
664
13
16
Offered
10
119
4
5
Conversion %
8.85%
7.91%
16.67%
7.94%
Total
1,704
748
138
8.1%
Staff in Post and Number of Part-Time Employees
For the purpose of reporting employment information by the protected
characteristic of disability, there were 1,529 staff in post at 30 September 2016.
These figures do not include staff employed from agencies or seconded to NHS
24. The percentage is shown as the symbol %.
Disability
FullTime
Disabled
Non Disabled
Total
60
314
2015 to 2016
By
Part%
Time
3.92%
20.53%
191
964
By
%
12.49%
63.04%
Overall
Total
by %
16.41%
83.57%
1,529
NHS 24 – Equality and Diversity Mainstreaming Report 2017
41
Learning and Development
The total number of staff who attended and or completed training between 01
October 2015 and 30 September 2016 reported by disability is as follows:
Disability
Disabled
Non Disabled
Total
Learning and Development 2015 to 2016
Internal
External
E-learning
Training
Training
211
*
247
15.62%
16.45%
1,139
52
1,254
84.37%
88.13%
83.54%
1,350
59
1,501
Total
*
2,445
Bursary
The total number of staff who applied for and who received a bursary between 01
October 2015 and 30 September 2016 reported by disability is as follows:
Disability
Disabled
Non - Disabled
Total
2015 to 2016
Applied
1
27
28
Approved
*
17
*
Performance Reviews
The total number of staff with a performance review recorded in e-KSF, the
NHSScotland performance management system, between 01 October 2015 and
30 September 2016 reported by disability is as follows:
Disability
Disabled
Non - Disabled
Total
2015 to 2016
Total
112
462
By Percentage
19.51%
80.48%
574
NHS 24 – Equality and Diversity Mainstreaming Report 2017
42
Disciplinary Procedure
The total number of members of staff who have been the subject of disciplinary
procedures between 01 October 2015 and 30 September 2016 reported by
disability is as follows:
Disability
Disabled
Non - Disabled
Total
2015 to 2016
*
*
7
Grievance Procedure
The total number of members of staff who raised a grievance between 01
October 2015 and 30 September 2016 reported by disability is as follows:
Disability
Disabled
Non - Disabled
Total
2015 to 2016
*
30
*
Capability Procedure
The total number of members of staff who were supported through the capability
procedure between 01 October 2015 and 30 September 2016 reported by
disability is as follows:
Disability
Disabled
Non - Disabled
Total
2015 to 2016
*
2
*
Dignity at Work
The total number of members of staff who raised a dignity at work issue between
01 October 2015 and 30 September 2016 reported by disability is as follows:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
43
Disability
Disabled
Non - Disabled
Total
2015 to 2016
*
1
*
Leavers
In line with NHSScotland, NHS 24 currently operates a no compulsory
redundancy scheme. The total number of staff who left the organisation between
01 October 2015 and 30 September 2016 reported by disability is as follows:
Disability
Disabled
Non - Disabled
Total
2015 to 2016
Total
34
249
By Percentage
12.01%
87.99%
283
Disability Leave
Members of staff who were on sick leave related to their disability are as follows:
01 October 2015 – 30 September 2016
During this period, 91 staff had disability leave. This totalled 166 instances of
leave. Of the 91 staff, two did not return to work following their absence.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
44
Gender
The following information relates to the period 01 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Recruitment
The total number of people who applied to join our organisation, including those
shortlisted for interview, and appointments made, reported by gender is as
follows:
Recruitment by Gender 2015 to 2016
Women
Men
Not
Declared
Total Applications
1,240
417
47
Shortlisted
553
183
12
Offered
102
34
2
Conversion %
8.23%
8.15%
4.25%
Total
1,704
748
138
8.10%
Staff in Post and Number of Part-Time Employees
For the purpose of reporting employment information by the protected
characteristic of gender, there were 1,529 staff in post at 30 September 2016.
These figures do not include staff employed from agencies or seconded to NHS
24. The percentage is shown as the symbol %.
Gender
FullTime
Women
Men
Total
247
127
2015 to 2016
By
Part%
Time
16.15%
8.3%
987
168
1,529
By
%
64.55%
10.98%
Overall
Total
by %
80.7%
19.28%
Comment: The majority of people who work for us are women, and the majority
of them work part-time. There is no evidence available to us that this is because
of discrimination in the workplace.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
45
Learning and Development
The total number of staff who attended and or completed training between 01
October 2015 and 30 September 2016 reported by gender is as follows:
Learning and Development 2015 to 2016
Gender
Internal
training
1,089
80.66%
261
19.33%
1,350
Women
Men
Total
External
Training
45
76.27%
14
23.72%
59
E-learning
Total
1,236
82.34%
265
17.65%
1,501
2,370
540
Bursary
The total number of staff who applied for and who received a bursary between 01
October 2015 and 30 September 2016 reported by gender is as follows:
Gender
Women
Men
Total
2015 to 2016
Applied
24
4
28
Approved
16
*
*
Performance Reviews
The total number of staff with a performance review recorded in e-KSF, the
NHSScotland performance management system, between 01 October 2015 and
30 September 2016 reported by gender is as follows:
Gender
Women
Men
Total
2015 to 2016
Total
467
107
By Percentage
81.35%
18.64%
574
NHS 24 – Equality and Diversity Mainstreaming Report 2017
46
Disciplinary Procedure
The total number of members of staff who have been the subject of disciplinary
procedures between 01 October 2015 and 30 September 2016 reported by
gender is as follows:
Gender
Women
Men
Total
2015 to 2016
*
*
7
Grievance Procedure
The total number of members of staff who raised a grievance between 01
October 2015 and 30 September 2016 reported by gender is as follows:
Gender
Women
Men
Total
2015 to 2016
23
11
34
Capability Procedure
The total number of members of staff who were supported through the capability
procedure between 01 October 2015 and 30 September 2016 reported by
gender is as follows:
Gender
Women
Men
Total
2015 to 2016
*
*
3
Dignity at Work
The total number of members of staff who raised a dignity at work issue between
01 October 2015 and 30 September 2016 reported by gender is as follows:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
47
Gender
Women
Men
Total
2015 to 2016
*
*
Leavers
In line with NHSScotland, NHS 24 currently operates a no compulsory
redundancy scheme. The total number of staff who left the organisation between
01 October 2015 and 30 September 2016 reported by gender is as follows:
Gender
2015 to 2016
Total
Women
Men
Total
238
45
283
NHS 24 – Equality and Diversity Mainstreaming Report 2017
By
Percentage
84.1%
15.9%
-
48
Race
The following information relates to the period 01 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Recruitment
The total number of people who applied to join our organisation, including those
shortlisted for interview, and appointments made, reported by race is as follows:
Black - African
Black – Any
Other
Black - Caribbean
Asian - Indian
Asian Bangladeshi
Asian - Chinese
Asian – Pakistani
Asian - Other
Other Ethnic
Group
White - Irish
White - Other
White – Other
British
White – Scottish
Prefer Not To
Answer
Mixed – Any
Mixed
Background
Not Declared
Total
Recruitment by Race 2015 to 2016
Total
Shortlisted
Offered
Applications
12
6
8
1
-
Conversion
%
-
1
27
3
8
2
-
-
3
31
6
2
17
2
2
*
*
-
*
*
-
19
52
84
13
20
51
*
*
10
*
*
11.9%
1,366
8
600
2
112
-
8.2%
-
18
4
*
*
64
1,704
20
748
6
138
9.38%
8.1%
NHS 24 – Equality and Diversity Mainstreaming Report 2017
49
How We Are Using This Information: The conversion rate for minority ethnic
people is lower than any other ethnic group. NHS 24 has set an equality
outcome to improve access to employment for minority ethnic people. We have
sought the support of a national organisation whose aim is to build the capacity
and sustainability of the minority ethnic voluntary sector and its communities.
Staff in Post and Number of Part-Time Employees
For the purpose of reporting employment information by the protected
characteristic of race, there were 1,529 staff in post at 30 September 2016.
These figures do not include staff employed from agencies or seconded to NHS
24. The percentage is shown as the symbol %.
Race
Black AfricanAfrican
Scottish or
African
Asian - Indian
Asian –
Pakistani
Asian Chinese
Other Ethnic
Group
White - Irish
White - Other
White – Other
British
White Scottish
Prefer Not To
Answer
Mixed or
Multiple Ethnic
Group
Not Declared
Total
FullTime
2015 to 2016
By
Part%
Time
-
-
*
*
Overall
Total
by %
*
*
*
*
11
*
0.71%
*
0.9%
-
-
*
*
*
-
-
*
*
*
*
*
121
*
*
7.91%
12
*
160
0.78%
*
10.46%
1.04%
0.78%
18.37%
180
11.77%
726
47.48%
59.25%
59
3.85%
222
14.51%
18.36%
*
*
*
*
*
*
*
*
1,529
*
*
NHS 24 – Equality and Diversity Mainstreaming Report 2017
By
%
50
How We Are Using This Information: We will take steps to improve access to
employment minority ethnic people. We have sought the support of a national
organisation whose aim is to build the capacity and sustainability of the minority
ethnic voluntary sector and its communities.
Learning and Development
The total number of staff who attended and or completed training between 01
October 2015 and 30 September 2016 reported by race is as follows:
Learning and Development 2015 to 2016
Race
Internal External E-learning
Training Training
Asian – Pakistani
*
14
0.93%
Black African –
*
*
African Scottish or
African
Asian - Chinese
*
*
Asian – Indian, Indian
Scottish or Indian
Black - Caribbean
Not Declared
Mixed or Multiple
Ethnic Group
Other Ethnic Group Other
Prefer Not To Answer
White – Irish
White - Other
White - Other British
White - Scottish
Total
Total
*
*
*
*
-
*
10
*
-
*
*
3
0.22%
*
-
5
-
2
0.13%
*
11
-
-
*
*
237
17.55%
13
0.96%
11
0.81
243
18%
820
60.74%
1,350
7
11.86%
*
275
18.32%
15
0.99%
11
0.73%
262
17.45%
906
60.35%
1.501
519
*
17
28.81%
33
55.93%
59
NHS 24 – Equality and Diversity Mainstreaming Report 2017
*
*
522
1,759
51
Bursary
The total number of staff who applied for and who received a bursary between 01
October 2015 and 30 September 2016 reported by race is as follows:
2015 to 2016
Race
Applied
African, African
*
Scottish or African
Prefer Not To Answer
4
White - Irish
*
White - Other British
*
White - Scottish
14
Total
28
Approved
*
4
*
*
*
18
Performance Reviews
The total number of staff with a performance review recorded in e-KSF, the
NHSScotland performance management system, between 01 October 2015 and
30 September 2016 reported by race is as follows:
Race
White Scottish
White – Other British
Prefer Not To Answer
Not Declared
Total5
2015 to 2016
Total
333
110
117
8
574
By Percentage
58.01%
19.16%
20.38%
1.39%
 Less than 10 members of staff who identified themselves from each of the
following ethnic groups had a performance review recorded in e-KSF between
01 October 2015 and 30 September 2016: African/African Scottish or African;
Pakistani/Asian Pakistani; Mixed or Multiple Ethnic Group; White Irish; White
Other.
Disciplinary Procedure
The total number of members of staff who have been the subject of disciplinary
procedures between 01 October 2015 and 30 September 2016 reported by race
is as follows:
5
This total includes all members of staff who completed a performance review
NHS 24 – Equality and Diversity Mainstreaming Report 2017
52
Race
White - Scottish
Prefer Not To Answer
White – Other British
Total
2015 to 2016
*
2
*
7
Grievance Procedure
The total number of members of staff who raised a grievance between 01
October 2015 and 30 September 2016 reported by race is as follows:
Race
White - Scottish
Prefer Not To Answer
White – Other British
Mixed Or Multiple Ethnic
Group
Total
2015 to 2016
24
5
*
*
34
Capability Procedure
The total number of members of staff who were supported through the capability
procedure between 01 October 2015 and 30 September 2016 reported by race is
as follows:
Race
Prefer Not To Answer
White – Other British
Total
2015 to 2016
2
*
*
Dignity at Work
The total number of members of staff who raised a dignity at work issue between
01 October 2015 and 30 September 2016 reported by race is as follows:
Race
Other Ethnic Group Other
Prefer Not To Answer
White – Other British
Total
2015 to 2016
*
NHS 24 – Equality and Diversity Mainstreaming Report 2017
1
*
4
53
Leavers
In line with NHSScotland, NHS 24 currently operates a no compulsory
redundancy scheme. The total number of staff who left the organisation between
01 October 2015 and 30 September 2016 reported by race is as follows:
Race
Asian - Pakistani
Asian - Indian
Black - Caribbean
Mixed or Multiple
Ethnic Group
Not Declared
Prefer Not To
Answer
White – Irish
White - Other
White – Other
British
White - Scottish
Total
2015 to 2016
Total
3
1
1
2
By Percentage
1.06%
0.35%
0.35%
0.70%
3
40
1.06%
14.13%
3
3
29
1.06%
1.06%
10.2%
198
283
69.96%
-
NHS 24 – Equality and Diversity Mainstreaming Report 2017
54
Religion and Belief
The following information relates to the period 01 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Recruitment
The total number of people who applied to join our organisation, including those
shortlisted for interview and appointments made, reported by religion or belief is
as follows:
Recruitment by Religion or Belief 2015 to 2016
Total
Shortlisted
Offered
Conversion
Applications
%
8
3
82
37
*
*
Buddhism
Christianity
(other)
Church of
Scotland
Hindu
Muslim
Jewish
Roman Catholic
Sikh
Other
Faith/Belief
Prefer Not To
Answer
No Religion
Not Declared
Total
305
145
26
8.52%
16
32
1
357
5
21
7
16
166
1
13
*
39
*
*
10.92%
*
69
29
6
8.7%
735
73
1,704
309
22
748
51
6
138
6.94%
8.22%
8.1%
Staff in Post and Number of Part-Time Employees
For the purpose of reporting employment information by the protected
characteristic of religion and belief, there were 1,529 staff in post at 30
September 2015. These figures do not include staff employed from agencies or
seconded to NHS 24. The percentage is shown as the symbol %.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
55
Religion
or Belief
Buddhism
Church of
Scotland
Christian Other
Muslim
Hindu
No
Religion
Prefer Not
To Answer
Other
Roman
Catholic
Not
Declared
Sikh
Total
FullTime
*
37
By
%
*
2.41%
*
*
*
46
2015 to 2016
PartTime
189
By
%
12.36%
Overall Total
by %
*
14.5%
25
1.63%
1.95%
*
3%
*
*
165
*
*
10.72%
0.58%
*
13.72%
10
0.65%
42
2.74%
3.39%
4
0.26%
2
0.13%
0.39%
33
2.15%
132
8.63%
10.78%
237
15.5%
589
38.52%
54.02%
-
-
*
*
*
1,529
How We Are Using This Information: Over 54% of our staff have not declared
their religion or belief to us. This makes it difficult for us to understand whether
positive action measures are required to improve any potential under
representation in this area. We will take steps to encourage more of our staff to
tell us about their religion or belief, including those who prefer not to answer.
Learning and Development
The total number of staff who attended and or completed training between 01
October 2015 and 30 September 2016 reported by religion or belief is as follows:
Learning and Development 2015 to 2016
Religion and
Internal
External
E-learning
Belief
Training
Training
Buddhist
*
*
Church of
Scotland
Christian – other
206
15.25%
28
2.07%
*
-
NHS 24 – Equality and Diversity Mainstreaming Report 2017
242
16.12%
30
1.99%
Total
*
455
58
56
Not Declared
33
55.93%
-
753
50.16%
*
1,470
Hindu
684
50.66%
*
Muslim
*
-
*
13
Jewish
-
-
*
*
*
1
1.69%
3
5.08%
*
-
226
15.05%
7
0.46%
53
3.53%
177
11.79%
*
450
Sikh
217
16.07%
5
0.37%
43
3.18%
158
11.70%
*
Total
1,350
59
1,501
-
No Religion
Other
Prefer not to
answer
Roman Catholic
*
13
99
343
*
Bursary
The total number of staff who applied for and who received a bursary between 01
October 2015 and 30 September 2016 reported by religion and belief is as
follows:
2015 to 2016
Religion and Belief
Applied
Church Of Scotland
4
Christian - Other
2
Not Declared
12
No Religion
5
Roman Catholic
5
Total
28
Approved
*
*
7
*
*
18
Performance Reviews
The total number of staff with a performance review recorded in e-KSF, the
NHSScotland performance management system, between 01 October 2015 and
30 September 2016 reported by religion or belief is as follows:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
57
Religion or Belief
Church of Scotland
Christian Other
Not Declared
No Religion
Roman Catholic
Prefer Not To Answer
Total6
2015 to 2016
Total
70
*
344
80
52
13
574
By Percentage
12.19%
*
59.93%
13.93%
9.05%
2.26%
-
 Less than 10 members of staff who identified themselves by the following
religions or beliefs had a performance review recorded in e-KSF between 01
October 2015 and 30 September 2016: Buddhist, Muslim; other and Sikh.
Disciplinary Procedure
The total number of members of staff who have been the subject of disciplinary
procedures between 01 October 2015 and 30 September 2016 reported by
religion and belief is as follows:
Religion or Belief
Christian – other
Not Declared
Roman Catholic
Total
2015 to 2016
*
5
*
*
Grievance Procedure
The total number of members of staff who raised a grievance between 01
October 2015 and 30 September 2016 reported by religion and belief is as
follows:
Religion or Belief
Not Declared
No Religion
Roman Catholic
Christian – Church of
Scotland
Christian – Catholic
Prefer Not to Say
Total
6
2015 to 2016
14
*
*
*
*
3
34
This total includes all members of staff who completed a performance review
NHS 24 – Equality and Diversity Mainstreaming Report 2017
58
Capability Procedure
The total number of members of staff who were supported through the capability
procedure between 01 October 2015 and 30 September 2016 reported by
religion or belief is as follows:
Religion or Belief
Church of Scotland
Not Declared
Total
2015 to 2016
*
2
*
Dignity at Work
The total number of members of staff who raised a dignity at work issue between
01 October 2015 and 30 September 2016 reported by religion or belief is as
follows:
Religion or Belief
Roman Catholic
Not Declared
Total
2015 to 2016
*
3
*
Leavers
In line with NHSScotland, NHS 24 currently operates a no compulsory
redundancy scheme. The total number of staff who left the organisation between
01 October 2015 and 30 September 2016 reported by religion or belief is as
follows:
Religion or Belief
Jewish
Roman Catholic
Christian – Other
Church of Scotland
Muslim
Not Declared
No Religion
Other
Prefer Not To Answer
Total
2015 to 2016
Total
1
44
6
56
2
95
59
1
19
283
NHS 24 – Equality and Diversity Mainstreaming Report 2017
By Percentage
0.35%
15.54%
2.12%
19.78%
0.70%
33.56%
20.84%
0.35%
6.71%
-
59
Sexual Orientation
The following information relates to the period 1 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Recruitment
The total number of people who applied to join our organisation, including those
shortlisted for interview, and appointments made, reported by sexual orientation
is as follows:
Recruitment by Sexual Orientation 2015 to 2016
Total
Shortlisted
Offered
Conversion
Applications
%
Bi-sexual
17
6
Gay
46
25
*
*
Heterosexual
1,480
654
123
8.31%
Lesbian
19
11
*
*
Other
3
2
Prefer Not To
54
20
1
1.85%
Answer
Not Declared
85
30
4
4.71%
Total
1,704
748
138
8.1%
Staff in Post and Number of Part-Time Employees
For the purpose of reporting employment information by the protected
characteristic of sexual orientation, there were 1,529 staff in post at 30
September 2016. These figures do not include staff employed from agencies or
seconded to NHS 24. The percentage is shown as the symbol %.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
60
Sexual
Orientation
Bi-Sexual
Not Declared
Gay
Heterosexual
Lesbian
Prefer Not to
Answer
Other
Total
FullTime
*
241
*
125
*
2
-
2015 to 2016
By
Part%
Time
*
*
15.76%
603
*
12
8.17%
503
*
*
0.13%
20
-
*
By
%
*
39.43%
0.78%
32.89%
*
1.3%
Overall Total
by %
0.58%
55.19%
*
41.06%
*
1.43%
*
*
1,529
How We Are Using This Information: Over 55% of our staff have not declared
their sexual orientation to us. This makes it difficult for us to understand whether
positive action measures are required to improve any potential under
representation in this area. We will take steps to encourage more of our lesbian,
gay and bisexual staff to tell us about themselves, including those who prefer not
to answer.
Learning and Development
The total number of staff who attended and or completed training between 01
October 2015 and 30 September 2016 reported by sexual orientation is as
follows:
Learning and Development 2015 to 2016
Sexual
Internal
External
E-learning
Orientation
Training
Training
Bi-Sexual
*
10
0.66%
Not Declared
703
30
779
52.07%
50.84%
51.89%
Gay
15
16
1.11%
1.06%
Heterosexual
592
27
662
43.85%
45.76%
44.1%
Lesbian
10
*
*
0.74%
Other
*
*
Prefer Not To
Answer
Total
18
1.33%
1,350
1
1.69%
59
NHS 24 – Equality and Diversity Mainstreaming Report 2017
23
1.53%
1,501
Total
*
1,512
31
1,281
19
*
42
-
61
Bursary
The total number of staff who applied for and who received a bursary between 01
October 2015 and 30 September 2016 reported by sexual orientation is as
follows:
2015 to 2016
Sexual Orientation
Applied
Not Declared
12
Heterosexual
15
Bisexual
*
Total
*
Approved
7
10
*
*
Performance Reviews
The total number of staff with a performance review recorded in e-KSF, the
NHSScotland performance management system, between 01 October 2015 and
30 September 2016 reported by sexual orientation is as follows:
Sexual Orientation
Not Declared
Heterosexual
Prefer Not To Answer
Total7
2015 to 2016
Total
347
210
5
574
By Percentage
60.45%
36.58%
0.87%
-
 Less than 10 members of staff who identified themselves as bisexual, gay,
other, or lesbian, had a performance review recorded in e-KSF between 01
October 2015 and 30 September 2016.
Disciplinary Procedure
The total number of members of staff who have been the subject of disciplinary
procedures between 01 October 2015 and 30 September 2016 reported by
sexual orientation is as follows:
7
This total includes all members of staff who completed a performance review
NHS 24 – Equality and Diversity Mainstreaming Report 2017
62
Sexual Orientation
Not Declared
Heterosexual
Total
2015 to 2016
5
2
7
Grievance Procedure
The total number of members of staff who raised a grievance between 01
October 2015 and 30 September 2016 reported sexual orientation is as follows:
Sexual Orientation
Not Declared
Heterosexual
Gay
Prefer Not to Say
Total
2015 to 2016
13
19
*
1
*
Capability Procedure
The total number of members of staff who were supported through the capability
procedure between 01 October 2015 and 30 September 2016 reported by sexual
orientation is as follows:
Sexual Orientation
Not Declared
Heterosexual
Total
2015 to 2016
2
1
3
Dignity at Work
The total number of members of staff who raised a dignity at work issue between
01 October 2015 and 30 September 2016 reported by sexual orientation is as
follows:
Sexual Orientation
Not Declared
Total
2015 to 2016
4
4
NHS 24 – Equality and Diversity Mainstreaming Report 2017
63
Leavers
In line with NHSScotland, NHS 24 currently operates a no compulsory
redundancy scheme. The total number of staff who left the organisation between
01 October 2015 and 30 September 2016 reported by gender is as follows:
Sexual Orientation
Not Declared
Gay
Heterosexual
Lesbian
Bisexual
Prefer Not To Answer
Total
2015 to 2016
Total
104
5
167
1
1
5
283
NHS 24 – Equality and Diversity Mainstreaming Report 2017
By Percentage
36.74%
1.76%
59.01%
0.35%
0.35%
1.76%
64
Pregnancy and Maternity
The following information relates to the period 01 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Maternity Leave
Members of staff who were on maternity leave and who returned to work
following maternity leave is as follows:
01 September 2015 – 30 October 2016
Thirty-six women commenced maternity leave.
Thirty-nine women completed their maternity leave and of these 37 returned to
work and two did not.
Of the 37 women that returned to work, 15 (40.54%) reduced hours within six
months of returning, and without experiencing detriment to their pay grading. It
should be noted that out of the 37 women that returned, 29 (77.33%) already
worked part time hours (this includes anyone working less than 37.5 hours).
Eight women that returned from maternity leave, who previously worked full-time
hours, reduced their hours within six months of return to work.
Learning and Development
Members of staff who were on maternity leave and who attended work as part of
the 'Keeping in Touch' scheme during their leave is as follows:
01 September 2015 – 30 October 2016
Two attended 'Keeping in Touch' days for a total of 49 hours.
Employee Relations
No member of staff who was pregnant or on maternity leave was the subject of
disciplinary proceedings.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
65
No member of staff who was pregnant or on maternity leave took out a
grievance.
No member of staff who was pregnant or on maternity leave was the subject of a
capability procedure.
No member of staff who was pregnant or on maternity leave reported a dignity at
work issue.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
66
Gender Reassignment
The following information relates to the period 01 October 2015 to 30 September
2016. NHS 24 took the decision to publish information on the diversity of its
workforce covering the period 01 October 2014 to 30 September 2015 early.
Please follow this link to access the NHS 24 Workforce Data Report 2014 to
2015.
Recruitment
The total number of people who applied to join our organisation, including those
shortlisted for interview, and appointments made, reported by gender reassignment is as follows:
Recruitment by Gender Reassignment 2015 to 2016
The question asked at application is as follows: Have you undergone, are you
undergoing or do you intend to undergo gender reassignment?
Yes
No
Prefer Not
Not
Total
To Answer Declared
Total
1
795
6
1,704
902
Applications
Shortlisted
335
2
410
747
Appointed
52
86
138
Conversion %
0%
6.54%
0%
9.53%
8.10%
Staff in Post and Number of Part-Time Employees
For the purpose of reporting employment information by the protected
characteristic of gender reassignment, there were 1,529 staff in post at 30
September 2016. These figures do not include staff employed from agencies or
seconded to NHS 24. The percentage is shown as the symbol %.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
67
Gender
Reassignment
Not
Transgender
Prefer Not To
Answer
Declined to
Comment
Not Declared
Grand Total
FullTime
2015 to 2016
By
Part%
Time
By
%
128
8.37%
562
36.75%
Overall
Total
by %
45.12%
1
0.06%
2
0.13%
0.19%
3
0.19%
9
0.58%
0.77%
242
15.82%
582
38.06%
1529
53.88%
How We Are Using This Information: Over 53% of our staff have not declared
whether they have undergone gender re-assignment. This makes it difficult for us
to understand whether positive action measures are required to improve any
potential under representation in this area. We will take steps to encourage more
of our staff to tell us about themselves across all the protected characteristics,
including those who prefer not to answer.
Learning and Development
The total number of staff who attended and or completed training between 01
October 2015 and 30 September 2016 reported by gender reassignment is as
follows:
Learning and Development 2015 to 2016
Gender
Internal
External
E-learning
Reassignment
Training
Training
Not Declared
683
36
752
50.59%
61.01%
50.09%
Prefer Not To
14
14
Answer
1.03%
0.93%
Not Transgender
653
23
735
48.37%
38.98%
48.96%
Total
1,350
59
1,501
Total
1,471
28
1,410
-
Bursary
The total number of staff who applied for and who received a bursary between 01
October 2015 and 30 September 2016 reported by gender reassignment is as
follows:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
68
Gender
Reassignment
Not Transgender
Not Declared
Total
2015 to 2016
Applied
16
12
28
Approved
11
7
18
Performance Reviews
The total number of staff with a performance review recorded in e-KSF, the
NHSScotland performance management system, between 01 October 2015 and
30 September 2016 reported by gender reassignment is as follows:
Gender
Reassignment
Prefer Not To Answer
Not Declared
Not Transgender
Total
2015 to 2016
Total
2
345
227
574
By Percentage
0.34%
60.1%
39.54%
574
Leavers
In line with NHSScotland, NHS 24 currently operates a no compulsory
redundancy scheme. The total number of staff who left the organisation between
01 October 2015 and 30 September 2016 reported by gender reassignment is as
follows:
Gender
Reassignment
Not Transgender
Not Declared
Prefer Not To Say
Total
2015 to 2016
Total
By Percentage
186
93
4
283
65.72%
32.86%
1.41%
-
Employee Relations
No member of staff who identified themselves by the protected characteristic of
gender reassignment was the subject of disciplinary proceedings.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
69
No member of staff who identified themselves by the protected characteristic of
gender reassignment took out a grievance.
No member of staff who identified themselves by the protected characteristic of
gender reassignment was the subject of a capability procedure.
No member of staff who identified themselves by the protected characteristic of
gender reassignment reported a dignity at work issue.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
70
Equal Pay Review 2017
NHS 24 – Equality and Diversity Mainstreaming Report 2017
71
Equal Pay
Annual Equal Pay Gap Comparison by Gender
Our Approach
In calculating the annual pay gap comparison by gender, NHS 24 followed Close
the Gap guidance.8
The Mean Pay Gap
In 2016, NHS 24's mean average annual equal pay gap comparison by gender
was 3.74% in favour of men. This was based on an analysis of payroll
information as at 30 September 2016.
Close the Gap guidance – Public sector equality duty: guidance for reporting on gender and
employment, equal pay, and occupational segregation
8
NHS 24 – Equality and Diversity Mainstreaming Report 2017
72
Total average hourly rate comparison
In 2016, NHS 24's total average hourly rate comparison was £13.74 for women
and £14.28 for men.
The Median Pay Gap
NHS 24 is publishing its median pay gap for the first time.
In 2016, NHS 24's median average annual equal pay gap comparison by gender
was 5.21% in favour of women. This was based on an analysis of payroll
information as at 30 September 2016.
How NHS 24 is Using this Information to Inform its Policy on
Equal Pay
The difference between men and women's pay has decreased slightly during
2016 and has shown a general consistency between 2010 and 2016.
The difference between men and women's pay for the periods 2010 and 2016
informed a review of NHS 24's Equal Pay Statement. This was achieved with the
support of trade unions and professional organisations.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
73
The Executive Management Team and the Staff Governance Committee have
been informed of the difference between men and women's pay.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
74
Equality Outcome Progress:
Mental Health
In 2013, NHS 24 set itself the following outcome:
"Patients, other service users and carer’s mental health will improve through
enhanced access to treatment for mental illness, preventative measures and
wellbeing initiatives delivered through new technology and person centred, safe
and effective services".
We reported the progress that we had made when we published our updated
report in 2015.
NHS 24 remains committed to ensuring that all staff are supported in providing a
service where the mental health and wellbeing of all, is of upmost consideration.
NHS 24 is committed to sharing information and working with partner
organisations to promote the welfare and wellbeing of all people suffering from
mental ill health and, or mental distress.
The following information sets out some of the activities that we have undertaken
in relation to this equality outcome. It also sets out our ongoing commitments to
mental health.
NHS 24 Mental Health Provision in the Unscheduled Care Period
A training needs analysis has been developed to inform educational input in
mental health and mental illness, including awareness of working with people
who express suicidal thoughts or intentions. A mandatory mental health elearning module has been created for all front line staff to complete, and it has
become part of mandatory training. This should lead to wider knowledge across
the workforce of the needs of people contacting the service either suffering from
mental ill health or mental distress.
We intend that a suite of educational resources will be developed in the coming
year to meet staff members' educational needs in mental health and risk
assessment.
Improving Access for People with Dementia
In partnership with Alzheimer Scotland, NHS 24 has sought to understand the
experiences of people with dementia and their carers when accessing NHS 24
services, with the aim of working together to identify strategies to improve caller
NHS 24 – Equality and Diversity Mainstreaming Report 2017
75
experience. We are now working towards developing the products identified by
focus group participants.
Participants also identified the need for education to support staff in
understanding more about dementia, how to communicate with someone with
dementia and the role of carers. This is being taken forward and e-learning
resources will be developed, consistent with the Promoting Excellence
Framework NHS Education for Scotland/Scottish Social Services Council, 2011).
NHS 24 and the NHS National Golden Jubilee Hospital have secured the joint
appointment of a Lead Nurse for Dementia. In addition, NHS 24 has supported
two members of nursing staff to undergo the Dementia Champions training
programme.
Mental Health Information Services
NHS 24 Overall Online Strategy
Over the last year, NHS 24 has been consulting widely with almost 3000 users
and experts through events, road shows, and focus groups, with a view to a
substantial redesign of web information services. This includes a new corporate
site, www.nhs24.scot, which presents a “digital front door” approach, and will
provide signposting to all NHS 24 managed services, and alternatives, and has
also included both Care Information Scotland and NHS Inform.
NHS Inform
The Mental Health Team within NHS 24 works jointly with NHS Inform Team to
develop and update the mental health content, using a range of channels to
widen access.
The new NHS Inform site is based on user needs and enhances the user
journey, with a focus on search and accessibility, to increase web channel
access and support channel shift to web.
Improving Access to Psychological Therapies
Access to Psychological Therapies
NHS 24 has delivered a telephone based Guided Self Help (GSH) and Cognitive
Behavioural Therapy (CBT) service since 2008. This became a national service
in March 2013.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
76
This service is also currently available within three Scottish Prison Service (SPS)
establishments with further deliveries being considered. It is considered that this
will add to the choice that prisoners have in accessing psychological therapies
within the prison.
A phone has been installed at HM Prison Corntonvale (Ross Hall Wing) for
women offenders who are in distress out-of-hours to contact Breathing Space,
Rape Crisis Scotland or Samaritans from their own cell. This has proved to be an
additional support to staff and prisoners.
Computerised CBT (cCBT): MasterMind
cCBT is an evidence based treatment recommended by National Institute for
Health and Care Excellence and Scottish Intercollegiate Guidelines Network
(SIGN) for mild to moderate depression (SIGN 114: Non-pharmaceutical
management of depression in adults).
Within Scotland, cCBT services for MasterMind have been developed and run in
four territorial Health Boards, supported by NHS 24.
NHS 24, through Scottish Centre for Telehealth and Telecare (SCTT), provides
overarching programme management, implementation expertise and financial
governance to support the local Scottish partners implement cCBT service
delivery.
Mental Health and Wellbeing of NHS 24 Employees
NHS 24 has several mechanisms in place to ensure that their employees' mental
health and wellbeing is supported. These are detailed below:
 All staff are provided with regular reflective supervision sessions with a line
manager
 NHS 24 Intranet system provides staff with general awareness techniques/
strategies to promote good mental health
 Staff Benefits system in place – this includes access to reduce priced gym
membership
 Staff have access to the Employee Counselling Service
iMatters Scheme
iMatter is a tool designed with staff in NHS Scotland to help individuals, teams
and Health Boards understand and improve staff experience. This is a term used
NHS 24 – Equality and Diversity Mainstreaming Report 2017
77
to describe the extent to which employees feel motivated, supported and cared
for at work. It is reflected in levels of engagement, motivation and productivity.
Understanding staff experience at work is the first step to putting in place
measures that will help to maintain and improve it.
Over the next twelve months, further work will be carried out across the
organisation to support the mental health and wellbeing of the workforce
Mental Health Future Objectives
 Engagement with a wide range of partner agencies to ensure clearer clinical
and support pathways for patients.
 Increased knowledge and awareness of mental health and mental wellbeing
concerns across NHS 24 workforce via a suite of educational resources.
 Participation in national pilot programmes (Distress Brief Interventions) to
improve access to appropriate treatment.
Aim
 Continue to provide an effective, efficient and person-centred service for the
Scottish population suffering from mental ill health / mental distress.
 Ensure that patients can access the right help at the right time by the right
people to reduce distress and promote positive mental health.
MasterMind – a case study
Depression can affect one in five adults in Scotland. The majority of people with
the condition that receive care are being treated in primary care settings,
predominately by GPs. In Scotland, between 25-30% of all GP consultations
involve depression and stress or anxiety, with approximately 385,000
consultations for depression and 470,000 consultations for anxiety or anxiety
related conditions every year.
Treatment in primary care, will in the majority of cases, mean the prescription of
anti-depressants, with over 814,000 patients being prescribed anti-depressants in
2014 and 2015. This number has doubled since 2009 and 2010 when only
400,000 where treated this way.
This pattern of increase is replicated in specialist services such as Clinical
Psychology. Between 2005 and 2006, and 2014 and 2015, one Health Board
experienced an increase of 5000 referrals a year, from 2100 to just over 7000
referrals being received for face-to-face therapy per year. This has been typical
NHS 24 – Equality and Diversity Mainstreaming Report 2017
78
across other Scottish Health Boards and has led in some areas to long waiting
times for treatment.
In 2013, NHS 24 participated in a joint bid to the European Commission as part
of the Information and Communication Technologies Policy Support Programme
(ICT PSP) seventh call for proposals. The bid was titled, Management of Mental
Health Disorders through Advanced Technology and Services – Telehealth for
the MIND (MasterMind). It was developed by a consortium of nine European
Union member states and involved 14 pilot sites. It was designed to evaluate the
implementation and impact of online-computerised Cognitive Behavioural
Therapy (cCBT) for people suffering from depression and/or anxiety. The bid
was successful and the MasterMind project officially commenced on 01 March
2014 for a duration of three years.
In Scotland, the MasterMind project has consisted of the development, running
and evaluation of cCBT services in four Health Boards (NHS Lanarkshire, NHS
Grampian, NHS Fife and NHS Shetland). This work, builds on services originally
established in NHS Forth Valley and NHS Tayside, who have offered cCBT as
one of their core, mainstreamed psychological therapies since 2005 and 2007.
Provision of cCBT services aims to improve patient access to psychological
therapies, while providing additional treatment choice and early intervention.
cCBT is delivered in patients' homes or in a number of community locations, such
as libraries, making the service flexible and accessible. It is completed in the
patient's own time and pace and is suitable for people who do not like the idea of
talking therapies or would prefer the anonymity a digital treatment offers.
NHS 24 through the Scottish Centre for Telehealth and Telecare (SCTT) hosts
the national "implementation team" who is responsible for ensuring Scottish
objectives for cCBT are met. The team contains clinical and implementation
expertise specific to cCBT.
Currently, cCBT services in Scotland cover 44% of the total Scottish population
and received approximate 7,000 referrals in 2016 with 5,400 of these being
received by the "MasterMind Boards". Eighty per cent of all referrals come from
GPs, the remaining 20% from clinical psychology and other mental health
services.
SmartCare – a case study
Purpose
SmartCare is an online falls prevention supported self-management tool, which
sits within the Scottish Centre for Telehealth and Telecare (SCTT) work stream.
SCTT is part of NHS 24.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
79
SmartCare was a jointly funded European Commission and Scottish Government
Initiative. It was progressed as a Scottish collaboration with 44 European partner
organisations (including 24 European regions) and seven local health and care
partnerships in Scotland. Scotland was one of nine 'deployment' sites in
SmartCare.
The Scottish Local Partnership areas (LPA's) involved in SmartCare were North
Ayrshire, East Ayrshire, South Ayrshire, Renfrewshire and East Renfrewshire,
and North and South Lanarkshire. These LPA's were responsible for recruitment,
service redesign, local business change management and line management of
local project management resources.
Engagement
To achieve the required recruitment number of 11,500 people, each LPA
developed a recruitment strategy, which included local services, resources, local
partnerships with citizen forums and the third and independent sector providers’
contribution. Clear identification of the target population and the key points of
engagement with services were achieved. Local community engagement
methods and marketing strategies were developed to support this. Digital up
skilling of both staff and citizens was a key aspect of the strategies and third
sector organisations were key contributors to this activity.
STAKEHOLDER
GROUP
PROJECT
RECRUITMENT TARGET
(Revised)
RECRUITMENT
ACHIEVED
Care Recipients
7,500
8,212
Health Care
Professionals
1,000
1,415
Social Care
Professionals
1,000
1,204
Informal Carers
2,000
1,249
TOTAL
11,500
12,080
Activities
The Smartcare service aimed to develop falls prevention and associated
management tools, using a collaborative approach. It was co-designed with
users, the National Falls team and industry. The main activities were the
development of:
NHS 24 – Equality and Diversity Mainstreaming Report 2017
80

Person Held File

Falls Assistant Tool

Calendar
Evaluation and Benefits
The Smartcare suite of tools and services were evaluated for impact and the key
findings were favourable and indicated that a continued development of the tools
would be beneficial. Six hundred people aged over 75 were involved in the
evaluation. Three hundred people who did not have access to SmartCare
formed the comparator group and another three hundred people who did have
access, formed the intervention group.
Impacts: Using the SmartCare tools has had a positive impact on SmartCare
users’ own perceptions of their health, including their general health, mental
health and physical functioning. A small proportion of SmartCare users also
reported positive impacts around their motivation and ability to perform daily
physical activities, their anxiety about falling and their emotional wellbeing.
Information Sharing: The majority of the evaluation participants reported they
have to repeat information about their health and wellbeing to the different people
treating and caring for them. Feedback from the focus groups and one-to-one
interviews showed that providing ways to share information is a key benefit of
SmartCare. Although many users had yet to utilise the full functionality of the
SmartCare tools, a lot of positivity was expressed around the potential to use this
functionality for future benefit.
Coordination of Care: Those who had used the SmartCare electronic diary
reported that they were using this to record health appointments, care plans and
carer visits. This allowed staff and carers to be aware of, and coordinate, visits
and appointments. The ability to coordinate visits was seen as a key benefit to
the care recipient of SmartCare.
Self-Management of Health and Wellbeing: SmartCare users reported that they
were using the tools (Person Held File, Falls Assistant, Community Connections
and online exercises) to help them to self-manage their risk of falling, their
general health and well-being and to maintain their independence.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
81
Equality Outcome Case Study: Gypsy/Travellers in Scotland
In 2012, the Scottish Parliament's Equal Opportunities Committee gathered
evidence from Gypsy/Travellers and across a number of organisations, which
indicated that there was an inconsistency of approach in meeting the health
needs of Gypsy/Travellers across Scotland. The evidence also indicated an
inconsistent take-up of health services by Gypsy/Travellers, and that
Gypsy/Travellers experience poorer health than the general population.
An earlier report commissioned by NHS 24, and partly funded by the Scottish
Health Council, identified a similar inconsistent take-up by Gypsy/Travellers
accessing NHS 24 services, restricting Gypsy/Travellers from having equality of
access to the full range of health services provided by NHS 24.
As a result of these findings, NHS 24 developed an equality outcome intended to
provide Gypsy/Travellers with improved access to health services and to provide
staff with improved knowledge and understanding of the issues that affect
Gypsy/Travellers.
We developed a partnership approach gaining the support of staff from the third
sector organisation Minority Ethnic Carers of People Project (MECOPP), NHS
Fife, the Scottish Ambulance Service, Perth and Kinross Council and the
Travellers Site Managers Association Scotland.
To help understand the barriers and issues that affect Gypsy/Travellers, NHS
24's Participation and Equalities Team attended awareness training delivered by
MECOPP staff and Gypsy/Travellers.
We supported and attended Get Together events, held in the Perth and Kinross
district area with Perth and Kinross Council as the lead organisation. The
purpose of these events was to bring communities together to participate in
health and wellbeing activities and to provide Gypsy/Travellers with the
opportunity to positively promote aspects of their culture. The evaluation of these
events demonstrated their success.
Each year between 2013 and 2016, our staff attended Wellbeing Melas, which
were held in Edinburgh. These events were organised by MECOPP, Health in
Mind, CAPS – (the Consultation and Advocacy Promotion service) and the LGBT
Centre. Gypsy/Travellers attended these community events, which successfully
brought people together to celebrate diversity and promote positive health and
wellbeing. NHS 24 were again able to interact with members of the
Gypsy/Traveller community, promoting the wide range of services offered by
NHS 24, including Breathing Space, a helpline for people experiencing low mood,
depression or anxiety. In 2016, we chose to seek feedback from attendees on
the Unscheduled Care Service. The feedback received was consistent with
feedback obtained from other patient groups.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
82
We worked with the Scottish Ambulance Service (SAS) and displayed artwork in
co-located offices to increase staff members' knowledge of issues, affecting
Gypsy/Travellers. The artwork was provided by MECOPP, from an exhibition
titled Moving Minds. The exhibition was created to raise awareness of this
seldom-heard and marginalised group of people.
We displayed the artwork at a meeting of its Public Partnership Forum, providing
people from different communities an opportunity to become more aware of the
culture of, and issues faced by, Gypsy/Travellers. Copies of an associated book,
also titled Moving Minds, were purchased and are available to staff in NHS 24's
libraries.
Our staff have reported the engagement with Gypsy/Travellers and
organisational partners in the staff magazine and staff Intranet.
A member of our staff attends meetings of the NHS Fife Gypsy/Traveller Steering
Group. This has provided NHS 24 with an opportunity to work with partner
organisations to promote its services to Gypsy/Travellers residing within the Fife
area. During 2015 the steering group worked together to develop a
Gypsy/Traveller awareness training module for staff. Now launched, over 300
NHS 24 staff members have completed this online training resource. This online
module is available to all NHSScotland staff to complete.
Our staff delivered a presentation to the Travellers Site Managers Association
Scotland. This provided a further opportunity to promote the range of services
provided by NHS 24. In particular, staff took the opportunity to promote 111, the
number for NHS 24's unscheduled care service. The 111 number is free to call
from all phones, including mobiles. This has been of significant interest to
Gypsy/Travellers, as the cost of calls to NHS 24 could have previously been a
barrier to some communities contacting the service.
We have also visited a Local Authority managed site in Falkirk and were grateful
to the Site Manager, who introduced us to people living within a private site.
NHS 24's engagement has included meeting with mothers of young children,
disabled people, older people, and other members of the Gypsy/Traveller
community. Gypsy/Travellers have supported NHS 24 to promote its services
across communities, including distributing information on NHS 24 within their own
local area.
Feedback received from each of these activities has shown improved knowledge
within the Gypsy/Traveller community of the services offered by NHS 24 and an
increased willingness to engage with staff.
NHS 24 – Equality and Diversity Mainstreaming Report 2017
83
Equality Outcome Case Study: Lesbian, Gay, Bisexual and
Transgender Equality
NHS 24 developed equality outcomes intended to promote and advance equality
for lesbian, gay, bisexual and transgender people (LGBT).
When setting the outcomes NHS 24 considered the evidence available.
Research from Stonewall Scotland, a third sector organisation that supports
LGBT people, showed that lesbian and bisexual women had higher levels of selfharm compared to the general population and that there is also a greater risk of
gay men harming themselves than the general population. Further research from
the Trans Mental Health Study 2012, showed that 58% of Trans people or people
with a Trans history, felt that they had been so distressed at some point, that they
needed to seek help or support urgently. Fifty-three per cent of the respondents
identified that they had self-harmed and 84% had thought about ending their
lives.
NHS 24 approached Stonewall Scotland to help identify the needs of LGBT
people and the barriers that they experience. NHS 24 already had a good
relationship with Stonewall Scotland, and had participated as members of their
Diversity Champion and Good Practice Programme.
The NHS inform website, published information produced by Stonewall Scotland,
for parents who might have questions about the sexual orientation of their
children. Social media was used to promote this area of joint working.
Our Breathing Space service is a helpline for people experiencing low mood,
depression or anxiety. Breathing Space advisers received training from
Stonewall Scotland to help them talk inclusively about issues that may affect
LGBT people. Further to this training, and in conjunction with Stonewall
Scotland, Breathing Space produced tailored information leaflets for people from
the LGBT community.
In addition to the tailored leaflets, we also produced a roller banner, branded with
the Stonewall Good Practice Programme logo, for use at events to promote
Breathing Space. The banner and leaflets have been used at Pride Scotia, Pride
Glasgow, and our Public Partnership Forum meetings.
The Participation and Equalities Manager delivered a good practice workshop at
a Stonewall Workplace Conference, alongside the Glasgow Metropolitan
College's Equalities Manager. Three members of NHS 24 staff attended the
conference as delegates.
Our Public Partnership Forum (PPF) members identified the need to recruit more
members from a diverse background. NHS 24 encourages members of the
NHS 24 – Equality and Diversity Mainstreaming Report 2017
84
public from across Scotland to join the PPF, to help understand the needs of
Scotland’s diverse communities. We strongly believe that public involvement
directly improves services and helps to build trust between our organisation and
the public.
Working with Stonewall Scotland, we identified a person from the LGBT
community interested in taking part in the PPF. The person went through the
application process and became a member of the PPF.
During 2014, Stonewall Scotland published a report about LGBT people's
experience of using public services, titled, Your Services, Your Say. Contained
within the report were the results of a YouGov Plc survey, completed by 1043
LGBT people from across Scotland.
The report identified that LGBT people are more likely to use NHS 24’s phone
service. One in three (34%) LGBT people have accessed NHS 24's phone
service in the past 12 months compared to one in six (16%) of the general
population. Despite a quarter of LGBT people experiencing poor treatment from
mental health services, one in ten (11%) LGBT people have used this service,
compared to 3% of the general population.
Stonewall Scotland are a member of the Breathing Space Partnership Network,
which meets twice each year. This Partnership Network comprises of 21 partner
organisations, together with Breathing Space staff and NHS 24's Participation
and Equalities Team. The meetings act as a forum to encourage discussion and
the sharing of ideas with different groups and communities in Scotland, with the
aim of fostering good relations and raising the profile of mental health and
wellbeing. Stonewall Scotland chose to highlight its partnership with NHS 24 as
a case study in the Your Services, Your Say report.
The Scottish Workplace Networking for LGBT People (SWAN) is a networking
group open to all LGBT employees from the public, private and third sectors
within Scotland. SWAN events that take place throughout the year are
advertised on our staff Intranet. At one event, the National Co-ordinator for
Breathing Space and Living Life delivered a presentation to attendees about the
work Breathing Space and NHS 24 have undertaken to advance equality for
LGBT people.
The Intersectional Projects Coordinator for The Equality Network was invited to
present a DVD called Breaking Out of the Boxes to NHS 24 staff members
interested in achieving effective public involvement and equality within NHS 24.
The DVD focused on how other aspects (such as religion or belief, disability, age)
of a lesbian, gay, bisexual or transgender person's identity may affect them.
Attendees agreed that the DVD and subsequent discussion was impactful and
would help inform their approach to future areas of work.
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The Scottish Transgender Alliance, which is part of the Equality Network,
delivered transgender awareness training to Breathing Space staff, enhancing
the knowledge gained from the training previously delivered by Stonewall
Scotland. Breathing Space staff reported increased knowledge and confidence
when dealing with calls from transgender people. Scottish Transgender Alliance
staff also commented that further to the positive way in which the training was
received, they would have increased confidence signposting people to Breathing
Space.
The Participation and Equalities team regularly display visual indicators in
support of LGBT people. Bespoke email signatures were created to show
support for LGBT people. Desk displays and posters have also been put on
show to help promote equality and show support for LGBT people. Promotional
leaflets from Stonewall Scotland were displayed within NHS 24 offices to
increase staff awareness of LGBT people. This visually inclusive approach was
promoted at a Stonewall Scotland training session titled Low Cost High Impact
Equality Initiatives, which was attended by NHS 24 staff.
We gather employment data relating to the protected characteristics and use this
to determine if any action is required to advance equality. NHS 24's Participation
and Equalities team delivered an equality led training session to the HR team.
As part of the session, the importance of completing equality monitoring
questionnaires was highlighted. The Stonewall publication, What's it got to do
with you?, was used to help underline the difference this data can make. HR
staff reported an increased awareness of capturing this data at all stages of the
recruitment process.
The Scottish Transgender Alliance held a Scottish Trans Health Conference in
November 2016. NHS 24 participated in this event. A staff member co-facilitated
this session with a Scottish Transgender Alliance staff member. The session
was titled: 'The Trans Broken Leg: Accessing Routine Health Care as a Trans
Person'.
Evidence showed that transgender people may be discouraged from applying for
employment because of concerns about the information they may have to
disclose and who will see that information. With the help of the Scottish
Transgender Alliance, NHS 24 has made changes to its recruitment process. If
requested by an applicant who identifies as Transgender, a nominated member
of staff from the Recruitment Team is appointed to oversee their application.
Please follow the attached link for more information on the steps that we have
taken to advance equality of opportunity for transgender candidates.
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Contact NHS 24
If you wish further information on the contents of this report or wish to find out
more information then please contact our Participation and Equalities Manager:
Davie Morrison
Participation and Equalities Manager
NHS 24
Caledonia House
Cardonald Park
Glasgow G51 4EB
Telephone number: 0141 337 4532
Mobile telephone number: 07833 402 604
e-mail – [email protected]
If you would like us to consider producing this report in a different format please
phone us on 0800 22 44 88. If you have a textphone dial 18001 0800 22 44 88.
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