A build-up of pressure is intensely captured as we take a call on the frontline of the NHS. With a brilliant use of movement and staging, creative elements beautifully demonstrate quite literally, how our frontline workers get tangled up in the ever-growing demand for help. Squeezed by the grip of bureaucracy so tight, the increasing pace of work leaves staff gas lighted into quitting, as they’re told “It is what it is”.
Emerging writer Sam Macgregor taps into his own lived experience and perfectly portrays the relentless and urgent nature that NHS call handlers have to deal with, whilst keeping a smile in their voice and a calm, professional tone.
This is an immersive two hander which delves inside the belly of an NHS 111 call centre. Macgregor, is Gary, a call handler with 5 years’ experience under his belt, having started during lock down, has developed a meticulous morning ritual. This sets him up to face the day where he screens call after call, navigating each unique call within the rigidity of the mandatory health assessment. Gary attempts to bring his own slant on the manuscript, which is hit and miss with his callers.
Tiredness soon sets in as there is no let up in the number of calls which are closely monitored by the powers that be. We see the aftermath of the tragic death of a patient and the treatment of staff, portrayed through multi roles superbly played out by Macgregor and co-performer/producer Gabi Chanova.
There is great use of soundscapes and audio which places us in Gary’s headphones. The audience participation creates some humorous moments and laughs which adds a lighter touch as the audience audibly groan at the familiar hold music, and the frustration felt by the callers as Gary doesn’t veer from his telephone manuscript.
The recognition and acknowledgement of our NHS workers through claps and awards won’t save it at its breaking point. It needs improvements to its systems, increased pay, and better treatment of staff, to which this play adds its own interesting commentary and narrative.
Shortlisted for the Charlie Hartill Award, this is a gripping new play which deserves to be part of your fringe experience.
Contains strong language, and explores themes of mental ill-health, suicide, and death.
Runs until 25th August 2025. Book tickets https://www.pleasance.co.uk/event/hold-line
Reviewer: Gill Lewis
Reviewed: 11th August 2025
North West End UK Rating: