Staff Wellbeing Was Clearly Not a Priority - Booking Agent InHealth Employee Review

Thank you for taking the time to share your experience and for acknowledging the strong teamwork and peer support within the team. We recognise that this is an important part of working in a demanding healthcare environment, and we value the commitment colleagues show to supporting one another. We are sorry to hear that your overall experience did not meet expectations. Supporting patients with complex and sensitive needs is at the heart of what we do, and we understand the concerns you have raised about balancing call demand with quality, compassion and staff wellbeing. As a Patient Engagement Centre supporting over 1,000,000 patients each year across phone and digital channels, Advisors do need to manage their time carefully to ensure patients receive timely access to care. However, our expectations are focused on call quality, patient experience and compassionate interactions, not speed alone. Managers are expected to regularly coach and check in with colleagues to provide support, address concerns and continuously improve the service we deliver. We are concerned to hear that you felt issues raised were not taken seriously or that support was insufficient, as this is not in line with our expectations or our values of Trust, Passion, Care and Fresh Thinking. Staff engagement, wellbeing, progression and development are key priorities for us, and we are proud that many members of our current leadership team have progressed from entry-level roles. We acknowledge the pressures that can exist in a contact centre environment and continue to reflect on how we balance operational requirements with colleague wellbeing and patient care. Feedback such as yours is important in helping us review ways of working, management approaches and how we better support colleagues in demanding roles. If you would be willing to share further detail, we would welcome the opportunity to understand your concerns in more depth. You can contact us confidentially via communications@inhealthgroup.com or through our People Services Team. Thank you again for taking the time to leave this feedback.