SWEARING, screaming and threats of violence - this is what ambulance call assessors are having to face daily.
West Midlands Ambulance has released audio of the horrifying verbal abuse staff receive over the telephone as they try to help callers.
Our call assessors are trained to diffuse situations & calm down callers so that we can get the vital information we need. It’s understandable when callers are fraught but it’s no excuse for abuse.
— West Midlands Ambulance Service #HelpUsHelpYou (@OFFICIALWMAS) September 15, 2021
*This call's been edited to keep those involved anonymous* #WithUsNotAgainstUs pic.twitter.com/OcsX8ojlJr
Jeremy Brown, Integrated Emergency and Urgent Care director, has worked for the service for 30 years both on the frontline as a paramedic and in control and knows all too well the abuse staff can face at times.
He said: “Call assessors are the first voice you hear when you call 999 for an ambulance.
"They are there to do the very best by each and every patient, being abusive difficult and offensive to them is not going to help a patient and does have an impact on call assessors personally.
“When people call 999 for help, call assessors often talk to people at their most vulnerable and often at a person’s low point in their lives. Having taken 999 calls myself, I know how difficult a job it can be at times. As a call assessor you’re trained to diffuse situations and calm down callers so that we can get the vital information we need to arrange the best help quickly. It’s understandable when callers are fraught and frightened but it’s not an excuse to be abusive.
Call assessors are the first voice you hear when you call 999 for an ambulance. They are there to do the very best by each and every patient. Being abusive, difficult and offensive to them is not going to help. #WithUsNotAgainstUs pic.twitter.com/xullaY5cjh
— West Midlands Ambulance Service #HelpUsHelpYou (@OFFICIALWMAS) September 15, 2021
“Swearing, screaming, threats of violence and racial abuse are all too common and it’s not acceptable and not okay.
"Call Assessors routinely accept that this level of abuse is part of the job and hardly report abusive calls, but it doesn’t mean that they aren’t affected by the level of abuse they receive.
"If you ever need to call 999 or 111, all I ask is that you are courteous and treat my staff with respect.”
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