Payslip Management and Support

Reference: 24-25410

Date response sent: 07/01/2025

Details of enquiry

1. Number of employee inquiries received annually regarding:
   • Tax-related issues: (e.g., incorrect tax codes, PAYE discrepancies)
   • Deduction-related issues: (e.g., pension contributions, student loan repayments, incorrect deductions)
   • General payslip queries: (e.g., understanding payslip components, missing payslip information)
2. Estimated annual cost associated with resolving these pay-related inquiries:
   • This could include:
     • Staff time spent on answering employee queries
     • Time spent by payroll departments investigating and correcting errors
     • Costs associated with resolving pay discrepancies (e.g., back pay, penalties)
     • Costs associated with employee dissatisfaction and potential staff turnover due to pay issues.

3. Current processes for resolving pay-related inquiries:
   • Describe the current procedures for employees to raise pay-related concerns (e.g., contact forms, phone lines, email inquiries).
   • Outline the steps taken to investigate and resolve these inquiries.
   • Describe any existing tools or systems used to manage pay-related issues.
4. Employee satisfaction with current pay processes:
   • If available, any data or surveys related to employee satisfaction with the current pay processes and the resolution of pay-related issues.
5. Existing initiatives or plans to improve payslip management for NHS staff:
   • Information on any ongoing or planned projects to improve the accuracy and efficiency of payslip management within the Trust.

Response sent

1. Number of employee inquiries received annually regarding:
   • Tax-related issues: (e.g., incorrect tax codes, PAYE discrepancies)
   • Deduction-related issues: (e.g., pension contributions, student loan repayments, incorrect deductions)
   • General payslip queries: (e.g., understanding payslip components, missing payslip information)

We do not hold our data in a way that enables us to split out the payroll query types.  We can report that annually we have received the following numbers of queries:

2024/25 to date            310 payroll queries

2023/24 from Aug ‘23   277 payroll queries

2022/23                         not recorded.  The Trust implemented a ticketing system in August 2023.  We did not record the number of queries handled prior to this date.

2. Estimated annual cost associated with resolving these pay-related inquiries:

We do not hold this data.  This would count as part of the business-as-usual activities of the People Business Operations Team and staff working for the payroll bought in service provider.

3. Current processes for resolving pay-related inquiries:
   • Describe the current procedures for employees to raise pay-related concerns (e.g., contact forms, phone lines, email inquiries).

In the first instance staff would contact the People Team (previously known as Human Resources)..

• Outline the steps taken to investigate and resolve these inquiries.
• Identify the employee’s status: Determine if the inquiry is from an existing employee or a new starter.
  • For new starters, review the recruitment episode and consult with NLPSS (the recruitment partner).
  • Verify the payslip: Review the payslip to confirm the issue is legitimate.
  • Check for proper input of payroll data:
  • For existing staff queries, confirm whether the necessary input was received following the correct process (i.e., approved forms submitted before the payroll deadline).
  • If not, the advisor will reach out to the line manager and finance business partner.
• Investigate the ESR (Electronic Staff Record): The Electronic Staff Record is part of the Workforce Services Directorate within the NHS Business Services Authority, and is led by the NHS ESR Central Team which works in partnership with IBM to oversee the operational delivery of the ESR solution.
  • If the input was successfully received, verify if the change was processed in the ESR system.
  • If not successful received, determine the reason—such as a need for further clarification or a missed deadline.
• Resolve the issue: Once the cause of the issue is identified,
• The People Team advisor takes the necessary steps to resolve the query, such as updating the ESR or completing change forms or guiding the staff or manager to follow the correct procedures.
• Describe any existing tools or systems used to manage pay-related issues.

ESR System, as described above.

4. Employee satisfaction with current pay processes:
   • If available, any data or surveys related to employee satisfaction with the current pay processes and the resolution of pay-related issues.

The Trust does not hold this data

5. Existing initiatives or plans to improve payslip management for NHS staff:
   • Information on any ongoing or planned projects to improve the accuracy and efficiency of payslip management within the Trust.

The Trust does not hold this data.  The Trust’s payroll is managed through a brought-in service.