Case Study: London Ambulance Service tackles bullying and harassment with NHS Employers

London Ambulance Service - Customer Case Study

London Ambulance Service, one of the UK’s largest ambulance trusts, faced serious concerns about bullying and harassment amid high work pressures, dispersed teams, and an organisational culture that had been put into special measures by the CQC. Working with NHS Employers, the trust sought support to tackle these issues and improve staff experience across its 5,000-strong workforce.

NHS Employers helped London Ambulance Service implement a phased culture-change programme that included awareness workshops, round-table facilitator training, investigation skills training, HR development, and a shift from a “bullying and harassment” policy to a “Respect and Dignity at Work” policy. The results included improved communication and early conflict resolution, 61 workshops attended by more than 750 staff, increased use of mediation-style conversations, improved turnover from 13.5% to 9.5%, and more employees recommending LAS as a place to work.

London Ambulance Service