111 and 999 teams going the extra mile

Feb 7, 2015 | News

NHS 111



It’s not always possible to deliver the outcome we, the patient and their family and friends want every single time we’re called. Understandably, as an emergency service, the very nature of the incidents our crews get called to are of a serious and often life-threatening nature. But even when our efforts, and those of other colleagues in the NHS, prove in vain, it’s heartening to know that the care, dedication and professionalism of all SCAS staff – from call handlers in our 111 service, to despatchers in our 999 service and the paramedics, technicians and care assistants that attend – are recognised and very much appreciated, as the following letter sent to our Chief Executive earlier this year demonstrates:

“I would like to express my thanks to your teams in Portsmouth over the Christmas period.

On Christmas Day evening, my 93 year old mother was unwell with chest pains and, after an in depth discussion with the 111 operator, an ambulance attended. The team were very understanding and, following extensive tests, recommended a visit to A&E at Queen Alexandra Hospital. My mother said she felt much better and refused the trip, not wishing to disrupt Christmas with her family.

On Boxing Day morning she appeared to be back to normal and was enjoying the day. However, following her usual afternoon nap, she asked for assistance to get up from her chair. This resulted in a collapse and necessitated a 999 call. The medical team arrived within 8 minutes and proceeded to treat my mother with calm professionalism in a most caring and compassionate manner. This time it was essential to attend A&E and the transfer was accomplished smoothly. Having radioed all relevant data ahead to A&E, the team of nurses and doctors were instantly available on arrival.

Despite the magnificent efforts of the paramedics and hospital staff, my mother passed away on 2 January.

I would appreciate it if you could pass on to your teams how grateful I and my family are for the way my mother was looked after. They are a credit to the Service and should be congratulated on their actions.”