Hardest call to take

"As a paramedic, it's hard being the patient." Iain's story

We know that our staff members handle a number of urgent and often difficult calls to our services daily. So, when our NHS 111 team at Middlebrook in Bolton were encouraged to enter a poetry competition based on their experiences at work, Health Advisor Charlene Richards took the opportunity to dig deep into her own personal journey with mental health.

Here, 46-year-old Charlene talks about the inspiration behind her winning poem and the type of scenario a 111 call handler experiences.

Charlene says: “Having worked in 111 since January 2022 after my sister Suzanne, who also works for the service encouraged me to join, I have taken every type of call you can think of. When the opportunity came to write a poem, I wouldn’t normally put myself forward, but I decided to advocate for my own experiences, letting people in mental health crisis know it’s ok not to be ok.”

Charlene opened up about her own experience with mental health, in which she has lived with anxiety for many years. Knowing her triggers, Charlene was able to seek support from the team at 111 during periods of intense symptoms.

She said: “Around Christmas time, I was really starting to struggle with feelings of anxiety which became present at work. My manager found me amid a break down and took me to a quiet, calming space to allow me to feel what I was feeling. 111 mental health clinicians also supported me throughout the self-blame and doubt, they reminded me that my feelings were valid, to take the time and not feel guilty about my experience.”

This has helped Charlene prepare for mental healthrelated calls that come through to the service. Although difficult at times, her poem shows she understands the mindset of a person in crisis and is able to approach with compassion, care and support.