New charter launched to recognise vital work of NHS admin staff

A charter has been signed by Derbyshire Community Health Services (DCHS) NHS Foundation Trust to champion the crucial work of its administrative staff.

The document drawn up jointly with the union outlines key pledges to support these employees. They include receptionists, ward clerks and secretaries who perform vital tasks such as handling patient enquiries and ensuring people can access appointments.

Under the charter, admin staff at DCHS – one of the largest providers of specialist community health services in the country – will be guaranteed opportunities to help them progress in their roles.

These include regular workload reviews, the opportunity to work flexibly, receive wellbeing support and career development, and access the latest technology and IT systems.

A UNISON report in 2023 found that admin staff working across the NHS regularly went “over and above” to perform their roles, with more than seven out of ten (72%) staff reporting they undertake duties not in their job description. It also found that 75% have not progressed or developed into higher paid roles, and 76% have not had their job description reviewed or amended in the last five years.

UNISON East Midlands regional organiser James Olner said: “Admin staff will now get the recognition and opportunities they deserve. This charter is a much-needed pledge to value their vital role in the NHS.”

Emma Round, the Administrator for the Specialist Day Services at Ash Green, said: “This Admin People’s charter could make a huge difference to the lives of all admin staff at DCHS. We’re often the first point of contact in NHS services, playing a key role in delivering quality care to our communities, but we can also be left feeling overlooked and undervalued. Admin staff are part of one NHS team, and this charter is a big step towards making that recognition a reality.”

Notes to editors

– ​The charter was inspired by UNISON’s “Admin charter for change” which can be found here, and the NHS People Promise which can be found here.

– Key pledges in the charter include recognition and inclusion, support and wellbeing, fair access to opportunities, and flexible working.

– UNISON is the UK’s largest union with more than 1.3 million members providing public services in education, local government, the NHS, police service and energy. They are employed in the public, voluntary and private sectors.