NHS 24 – Lumina
NHS 24 is increasingly committed to creating environments for their staff that focus on collaboration and concentration.
Our long-standing relationship with NHS 24 led to a project working on the design and fit-out of their frontline call-handling and HQ function space across one and half floors in the Lumina building at Hillington, Glasgow. With inclusivity as a key component in the overall design, this project created space for staff to feel more empowered and resourceful.
As with previous projects, NHS 24 were keen to include spaces for staff health and wellbeing and our design team provided the types of spaces that support staff away from their desks, be it wheelchair-accessible social spaces or quiet rooms for ‘decompressing’ after difficult calls. The importance of staff learning and development is evidenced by the informal library space as well as informal collaboration and training spaces. Within the HQ portion of the building, a boardroom and small break-out space have been provided as well as dual-function desks that can be used for call-handling during peak periods.
The growing use of MS Teams and the need for spaces to support focus or private phone calls was part of the space planning strategy with small, enclosed spaces and different furniture options providing increased acoustic separation. In line with our current thinking on how Covid-19 has impacted workplace planning, the whole space feels more open, with generous circulation provided. The end result is a call-handling centre that is far removed from a call centre.