Royal Surrey NHS Foundation Trust

In recent years, the Royal Surrey NHS Foundation Trust has seen a transformation in how it manages staffing and colleague support - thanks in part to initiatives led by Julie Burgess, Head of Nursing.

Traditionally, filling last-minute shifts could be challenging, as agency staff often held the flexibility that NHS workers needed but didn’t always have.

However, the Trust has implemented changes that make it easier for internal team members to take on additional work, improving both employee satisfaction and shift coverage.

Julie Burgess highlights this shift, sharing that,

"You can go up to somebody and say, you know, we have a shift, are you able to fill it? And they're more inclined to fill it."

This willingness to help out on short notice has led to a substantial improvement in the Trust’s internal shift-fill rate. By narrowing the gap between agency staff and NHS bank workers, the Trust has given agency workers a reason to consider taking on shifts directly with the Trust instead. Burgess explains,

"You're decreasing that gap between an agency and bank, and you're giving agencies less of that ability to keep hold of their workers."

One of the biggest drivers of this change has been the introduction of instant pay for shifts worked. In the past, NHS staff filling bank shifts often had to wait up to six weeks to see those earnings, which proved discouraging, especially for those who rely on prompt pay for day-to-day expenses. Burgess notes that,

"Historically, it has been a little bit difficult encouraging them to do bank when the shift they worked, they wouldn't have got paid for for about six weeks."

Now, this timely access to wages has been a significant support for the Trust’s staff. It’s a game-changer, especially for lower-paid staff members, giving them the financial flexibility they need. As Burgess passionately points out,

"It's the difference between buying new shoes or going on a school trip or actually putting food on the table."

This improvement is more than just about convenience; it has made working additional shifts a viable option for many employees who might otherwise rely on external agencies for similar flexibility. In fact, some staff who previously worked through agencies have now returned to the Trust’s internal staffing bank, allowing the Trust to cover shifts more reliably while providing crucial financial support to its team.

The changes at Royal Surrey NHS Foundation Trust reflect a commitment not only to filling shifts but to supporting its workers in meaningful ways, ensuring they are both valued and empowered. It’s a promising example of how small adjustments can make a big impact, benefiting both staff and the Trust as a whole.