Risk Work:
The NHS111 Service
BA (JH) Business Management, Accounting & Finance
Research Project (Accounting & Finance) 201819 Full Year
Word Count: 7570
* I certify that this submission is the result of my-own work and does not contravene the
University Regulation on Academic Misconduct
1
,Abstract
In today’s media many companies unfold the type of risks they face and how they plan on mitigating
them. However, risk is a matter which has radiated from several organisations to the very core of the
workforce. Managing risk is a very important matter for business success. As well as the standard
work stress, employees now face risk work. Risk work needs to be addressed to allow an efficient
workforce. This research project aims to identify components of risk work faced by 111 staff
members, and how they may or could be managed effectively. The research was concluded within
community interest healthcare provider, Derbyshire Health United. Research methods included a
combination of an interview with a triple one Health Advisor and a series of questionnaires scattered
within the call centre.
It was found that risks are faced during every day practices, but are not challenged or rectified by
individuals who face them. 111 held a clan culture, where the workforce is surrounded by support
and comfort with an open voice. Training is a very important aspect which challenges any future
risks. 111 labour force prove to be strong willed, passionate and loyal to their job, they tend to put
others needs before their own.
2
,Acknowledgements.
I would like to thank everyone who shaped this Research Project; the continued support from my
family and friends, who motivated me and inspired me every day to stay passionate in everything I
do.
Similarly, I would like to show my gratitude to my university tutors, who solved any hurdles during
the study of my project. They opened my mind to new routes and ideas. Their resilience and
patience were highly appreciated.
I would also like to thank members of the Derbyshire Health United, for cooperating with my
research.
3
, Contents
1.0 Introduction.....................................................................................................................................5
2.0 – Literature Review..........................................................................................................................7
2:1 – Risk Work..................................................................................................................................7
2:1:1 - Why choose to work in a dangerous job?...........................................................................7
2:2 - Defining risk within the 111.......................................................................................................8
2:2:1 - Healthcare Hazards - Uncertainty’s....................................................................................8
2:2:2 - A Standardised process.......................................................................................................9
2:2:3 – Technology Dependent....................................................................................................10
2:2:4 – Death...............................................................................................................................11
2:2:5 – Communicating under pressure.......................................................................................11
2:2:6 – Emotion Work..................................................................................................................12
2:2:7 - Adequate training.............................................................................................................13
2:3 - Awareness...............................................................................................................................13
2:4 - Why do companies manage risks?...........................................................................................13
3:0 – The Foundations of Research......................................................................................................14
3:1 Justification................................................................................................................................14
3:2 - Research Method....................................................................................................................15
3:2 – Research Question..................................................................................................................15
3:2:1 – The Interview...................................................................................................................16
3:2:2 – The Questionnaire............................................................................................................17
4:0 - Analysis........................................................................................................................................18
4:1 – Respondents...........................................................................................................................18
4:3 – Demanding Calls.....................................................................................................................19
4:4 – Work Stress.............................................................................................................................20
4:5 – Positive Training......................................................................................................................21
5:0 – Recommendations and Conclusion.............................................................................................22
6:0 - References...................................................................................................................................24
7.0 - Appendices..................................................................................................................................28
4
The NHS111 Service
BA (JH) Business Management, Accounting & Finance
Research Project (Accounting & Finance) 201819 Full Year
Word Count: 7570
* I certify that this submission is the result of my-own work and does not contravene the
University Regulation on Academic Misconduct
1
,Abstract
In today’s media many companies unfold the type of risks they face and how they plan on mitigating
them. However, risk is a matter which has radiated from several organisations to the very core of the
workforce. Managing risk is a very important matter for business success. As well as the standard
work stress, employees now face risk work. Risk work needs to be addressed to allow an efficient
workforce. This research project aims to identify components of risk work faced by 111 staff
members, and how they may or could be managed effectively. The research was concluded within
community interest healthcare provider, Derbyshire Health United. Research methods included a
combination of an interview with a triple one Health Advisor and a series of questionnaires scattered
within the call centre.
It was found that risks are faced during every day practices, but are not challenged or rectified by
individuals who face them. 111 held a clan culture, where the workforce is surrounded by support
and comfort with an open voice. Training is a very important aspect which challenges any future
risks. 111 labour force prove to be strong willed, passionate and loyal to their job, they tend to put
others needs before their own.
2
,Acknowledgements.
I would like to thank everyone who shaped this Research Project; the continued support from my
family and friends, who motivated me and inspired me every day to stay passionate in everything I
do.
Similarly, I would like to show my gratitude to my university tutors, who solved any hurdles during
the study of my project. They opened my mind to new routes and ideas. Their resilience and
patience were highly appreciated.
I would also like to thank members of the Derbyshire Health United, for cooperating with my
research.
3
, Contents
1.0 Introduction.....................................................................................................................................5
2.0 – Literature Review..........................................................................................................................7
2:1 – Risk Work..................................................................................................................................7
2:1:1 - Why choose to work in a dangerous job?...........................................................................7
2:2 - Defining risk within the 111.......................................................................................................8
2:2:1 - Healthcare Hazards - Uncertainty’s....................................................................................8
2:2:2 - A Standardised process.......................................................................................................9
2:2:3 – Technology Dependent....................................................................................................10
2:2:4 – Death...............................................................................................................................11
2:2:5 – Communicating under pressure.......................................................................................11
2:2:6 – Emotion Work..................................................................................................................12
2:2:7 - Adequate training.............................................................................................................13
2:3 - Awareness...............................................................................................................................13
2:4 - Why do companies manage risks?...........................................................................................13
3:0 – The Foundations of Research......................................................................................................14
3:1 Justification................................................................................................................................14
3:2 - Research Method....................................................................................................................15
3:2 – Research Question..................................................................................................................15
3:2:1 – The Interview...................................................................................................................16
3:2:2 – The Questionnaire............................................................................................................17
4:0 - Analysis........................................................................................................................................18
4:1 – Respondents...........................................................................................................................18
4:3 – Demanding Calls.....................................................................................................................19
4:4 – Work Stress.............................................................................................................................20
4:5 – Positive Training......................................................................................................................21
5:0 – Recommendations and Conclusion.............................................................................................22
6:0 - References...................................................................................................................................24
7.0 - Appendices..................................................................................................................................28
4
