Welcome
To the latest edition of Your Call
This new issue comes as summer is ending, the nights are beginning to draw in, and a new season awaits us. We know there is nothing like getting out in the fresh autumnal air when the leaves are falling and it is crisp, it does wonders for our mental health.
Reading can also help improve mental health and as always, we have got lots in this edition to keep you occupied. We talk to four staff members with real-life experiences that we hope you find relatable.
Firstly, Mark Smyth, 64, from Salford has recently qualified as a paramedic. For Mark, becoming a paramedic was a journey that took strength, determination, and sacrifice, which he talks to us about.
We also introduce you to Emergency Medical Advisor Becca Lennox. A few years ago, Becca developed a rare brain condition that sadly resulted in her being registered blind. Becca raises awareness of sight loss and explains that it is untrue that registered blind people can’t see anything at all.
Before Rachael dAuriol’s son Declan was born, the NHS 111 health advisor did not know much about autism. But fast forward four years, and we speak to her about how she is now an advocate for autism awareness. She is driven by the hope that future generations won’t encounter the same challenges in understanding and acceptance and have the support in place to thrive.
And finally, the past four and a half years have been tough for Paramedic Heather Berry. Heather has had a liver transplant and shares her story to encourage people to think about organ donation.
All of them have their own, unique stories to share - we hope you find them interesting.
Enjoy!
Your Call magazine team
Do you have a story to share with us?
If so, please get in touch by emailing: communications@nwas.nhs.uk
A passion for driving
We look at the importance of driving instructors within the ambulance service and talk to the people behind our driving school.
Our service for those who are seriously ill or injured
We’ve created a handy A-Z guide for using our 999 service.
Ever heard of a Space Godzilla, Big Nasty or Phonics Monkey?
We hadn’t either, but Ambulance Care Assistant Jack Winder who works in our patient transport service has. They form part of his passionfreestyle kayaking. He talks about representing Team GB at an European Tournament.
Ask Jeba!
Find out about the work Jeba does as our Freedom of Information Officer as she answers all sorts of questions about NWAS.
Note: You may hear us refer to ourselves as NWAS throughout the edition, this is short for North West Ambulance
“I wish my parents were around to witness my achievement.”
A Salford man who embarked on a paramedic science degree at 61 talks about his experience of recently qualifying as a paramedic.
Newly Qualified Paramedic Mark Smyth, 64, has worked in healthcare, catering, and service engineering for the best part of his 48-year career before joining our patient transport service (PTS) in 2017.
He is one of our newest paramedic recruits after studying a two-year apprenticeship at the University of Cumbria.
For Mark, the route to becoming a paramedic was one he describes as needing strength and determination and not one without sacrifice. He talks about his amazing achievement:
“My 12 months within PTS gave me a great grounding for the future. It was on this job that I began to apply for emergency frontline roles as soon as I was able to. This meant going back to education and getting Level 2 in maths and English. I enrolled part-time and did longdistance learning modules online in between shifts.
“This part of my life was a little hectic. At the time, I was trying to cope with being a single parent, as well as dealing with a massive number of personal tragedies. I found focussing on it occupied my mind.”
Mark was successful in his emergency medical technician (EMT) apprenticeship after undertaking the Level 4 Diploma Associate Ambulance Practitioner apprenticeship and Level 3 Emergency Response Driving. He then completed four years of practicing as an EMT and applied for the paramedic apprenticeship degree, in which he was successful. He spent another two years as an EMT whilst studying for his degree.
Mark continues: “During my studies, I suffered many sleepless nights. I had doubts that I could achieve all of it and doubts about my academic ability to complete the course. I found research and citing references challenging and had to let go of the gym and overtime for the duration due to the demand of studying.
“There were times of good confidence as well, especially in the practical elements of which I gained higher marks in my assignments. I also had a couple of people close to me who believed in me and said I should go as far as I could. One of these people was my daughter who had every confidence in me. I did face some people who questioned what I was doing but that didn’t stop me.
“My classmates were a mix of personalities – we were a bunch of people willing to support each other and I can honestly say we were friendly to the end.
“I gained support from a few colleagues on the course. I live alone so I felt quite isolated, but knew if I needed support, I had it. I don’t like to put people in a position where they feel they need to help. Life is busy enough without having added responsibilities put upon them.”
“I wish my parents were around to witness my achievement and progression - I think they would be amazed and proud of the work I have put in. I had a gut feeling I would relish working in the ambulance service. If you have anything like that feeling, and you can do so, then endeavour to give it your best go.
“Don’t give up easily and expect times to be hard and scary. I tend to be up for a challenge and don’t like to be told I won’t be capable of doing something, so will always be prepared for the challenge. Don’t listen to negativity and have faith in yourself. You are going to come across many different personalities in whatever you are going to push yourself into, so don’t let the less optimistic get into your mind.
“I feel quite apprehensive about the near future, but hopefully, with a bit of support from people around me, I am committed and look forward to being a good paramedic.”
Autism is a lifelong developmental disability that affects how people communicate and interact with the world. More than one in 100 people are on the autism spectrum and there are around 700,000 autistic adults and children in the UK*.
Before Rachael dAuriol’s son Declan was born, the NHS 111 health advisor did not know much about autism. But four years later, she is now an advocate for autism awareness, driven by the hope that future generations won’t encounter the same challenges in understanding and acceptance and have the support in place to thrive.
Rachael gave birth to a happy, healthy baby boy in 2020, but it wasn’t until he reached 18 months old that she noticed differences in his development compared to other children his age. She said: “Initially, I noticed he was not reaching his language milestones. He was still babbling at 18 months with no clear single words, for example, he would not say ‘mama’ or ‘dada’. By the age of two, he was still not speaking. He rarely gave eye contact and would not react or turn when his name was called. We noticed with time he started stimming (self-stimulating behaviour) a lot more, by flapping, twirling, going upside down, kicking his legs over excitedly and running very fast from side to side. All which, I now know, are traits of his autism diagnosis.”
Rachael had started the diagnosis process when Declan first showed signs at 18 months, but it wasn’t until he
Raising awareness of autism
was three years old that he received an official diagnosis. During that time, Rachael struggled with her own emotions. She said: “I was very anxious. I felt I let my son down and I had done something wrong as a mum bringing him into this world. As a first-time mum, I was my own worst critic given I had nothing to compare it to. I had an emergency caesarean section; I had also been gestational diabetic during pregnancy, and I was overweight before pregnancy began. Therefore, all these factors triggered my mental health, and I blamed myself for a long time for the challenges my son was facing.”
When Declan was diagnosed with autism in 2023, it was a sobering moment for Rachael and her partner. She told us: “I was upset, but it was an expected outcome, so it didn’t come as too much of a huge shock. But as it was in black and white, it made me feel sad for my son that he may not get the same choices, experiences, and lifestyle that other children may get who don’t have autism.”
18 months on, the autism diagnosis has helped Rachael understand how she can best support her son. She said:
“The official diagnosis has helped to give us clarity and the understanding that autism is a part of what makes him so amazing. It gave me the resources and support to realise that in fact, it wasn’t a failure of being a mum. It’s an ability my son has that is unique and beautiful and it gave me the open space to explore that more with parents alike.”
Although Rachael understands the disability a lot more now, she still struggles at times. She explained: “My biggest fear is not understanding what my son needs. When he has a meltdown, it is a guessing game as to what may have triggered him and what is bothering him. The hardest part is when my son becomes ill, is not himself, or seems in pain and not knowing why. Then it’s the stress it causes us both taking him to the doctor to be assessed.
Photo credit: Simon Walton
“He will not willingly open his mouth, hates to be handled, and can become very distressed. He can show an aggressive side which can hurt others around him and himself more. Some days he can be over or understimulated and this can cause his behaviour to be erratic and hit out at the person closest to him. I am his safe space; I am his person, and he uses me a lot as a punching bag to get his anger out. It breaks my heart that he cannot express what he is feeling in words so I can resolve it sooner. It takes us time to get back to his happy place, but we do get there, which always ends with lots of cuddles and love.”
Rachael’s care extends beyond Declan; as a health advisor, she also tends to the needs of the North West community. Juggling both can be a challenge. She said: “Things change so much; development goes up and down and there’s always something else to worry about. I am fortunate that I work for a service that is flexible and supportive of me and my work-life balance. I work 30 hours a week and I have a flexible working request in place to ensure the hours can work around me so I can be there for my son as much as possible, e.g. school runs, appointments, and family time.
“I opted to work night shifts recently as I find by working more when my son sleeps, I gain more time with him during the day, and that makes the balance of being a mum so much more rewarding.”
Rachael is very passionate about raising awareness of autism in the hope of educating people and advocating for better support for autistic children and their families. She said: “Autism is not a new condition; however, I feel it’s never been understood as much as it is to the present day. Years ago, there wasn’t the science, exposure, and education we have now. Therefore, when you speak of autism I find a lot of people, especially the older generation, see autism as a new diagnosis. But in fact, it’s just a condition they do not understand. Unfortunately, you find many people dismiss and disregard autism as a condition they feel the need to educate themselves on. Insufficient education has also affected the support available in schools, for parents, and within services like mental health support.”
*National Autistic Society
A passion for driving
Looking at Nigel Rowlands and Paul Murphy’s identical career history, you would think they were mates who had followed in each other’s footsteps throughout the years. But it was only when they joined the ambulance service and found themselves working together as driving instructors, they realised their working-life similarities were fuelled by the same passion: a love for driving.
Having both started as instructors for the Driving Standards Agency, followed by almost ten years in different police forces, now eleven years later, the pair have been instrumental in developing our school of driving.
A driving instructor may not be the first role that comes to mind when you think of the ambulance service, but with over 600 emergency and patient transport service staff undertaking driver training courses each year, they are a vital part of the team. Nigel and Paul deliver both emergency and non-emergency driving courses in-house alongside a team of 20 instructors. They train all frontline staff to ensure they keep up their driving standards and the skills they need to safely transport patients.
Nigel says: “In one further career step, Paul and I became national principal assessors around eight years ago, meaning we also train and support our new driving instructors with their Level 4 Diploma in Emergency Response Ambulance Driving.
“My trainee driving instructor
journey.”
Meet one of our new trainee instructors, Nichola Dickson. Having spent the last 34 years in the ambulance service both in our patient transport and emergency services, Nichola has recently left her job as an emergency medical technician to become an instructor.
Nichola loves to drive, even in her home life. Her husband is always in the passenger seat, and she is always the designated driver. She says: “Driving is my thing. I was young when I joined the ambulance service and when I did my driver training back then, the camaraderie I had with my driving instructors was great fun.
I thought the job looked brilliant and becoming an instructor appealed to me, but I also loved to be involved and help patients.”
“We currently have eight trainee instructors who will be spending the next 18 months studying and working to become fully qualified team members. Most of them have come from operational roles on the road so it is a change in direction of career for them - it is an exciting time.”
The duo is also part of national ambulance driving instructor groups and has been fundamental in developing a new national diploma in emergency response ambulance driving for trainee instructors - we are the first trust to trial this new course.
Paul says: “As an ambulance trust we’re taking greater ownership of driver training and making it more interactive, more applicable and more personal. For a long time, certain elements of the training for qualifications to become an NWAS driving instructor were delivered externally, but we do it all in-house now. This means those who are learning to drive within the ambulance service and those who are working to become instructors within NWAS get better quality training.”
Nichola continued down her career path and went on to have a family and raise her son and daughter. Now at age 53, she saw the internal job advert, applied, and has embarked on a complete career change.
“When I saw the opportunity, I asked myself, do I want to be doing this at my age? Despite the nerves and apprehension, I really did. I was proud of my children, but they were all grown up and for me, it was time to follow my passion.
“I know it’s going to be a tough road ahead – I haven’t done any exams in a long time. But I have been doing them and getting through it. There are multiple courses and qualifications I have had to get before I could even start my diploma in emergency driving and with each little pass and win, I am growing in confidence and proving I can do it.
“I am loving this opportunity and as a person who loves to be around people, I want to help educate the new staff who walk through the door, the staff that will replace me in my operational role. I want to give something back and can’t wait to join Nigel, Paul, and the other instructors and be fully qualified.”
Engaging with our ethnic communities to educate and involve them in our services
There’s a lot of potential for members of the community in the North West to get involved with the ambulance service. Whether it’s starting a career with us, volunteering alongside us, or sharing feedback and experiences to help us improve our services –there are opportunities for many.
Our patient engagement and widening access teams actively engage with various communities by attending sessions at community hubs, places of worship, and engagement events.
Recently, for the first time, we arranged a bespoke engagement session working with The Jewish Community (JC) Foundation Trust. It was designed for the Jewish community in Greater Manchester to find out more about the services we provide, our 300-plus job roles, and how we can support them with careers and volunteering opportunities and make a difference within the wider community.
Susan Isaacs, Director of JC Foundation Trust said:
“One of our objectives is to achieve positive resolutions to the many issues impacting the Jewish community in the Greater Manchester region.
“The event was a great opportunity to hear and get involved with the ambulance service. It was very insightful hearing about the 999 emergency service, NHS 111, and the non-emergency patient transport service. We learnt a lot on the day. I would recommend to anyone who runs a community group to get in touch with the trust’s Patient Engagement Team to discuss further.”
We are always exploring ways to increase our engagement with ethnic community groups across the North West. If you would like us to come and speak with your group, please contact the Patient Engagement Team by emailing talk.tous@nwas.nhs.uk.
An A-Z guide to using 999:
Our service for those who are seriously ill or injured
We received over 1.5 million 999 calls to our urgent and emergency service last year alone.
The service exists to help patients who are seriously ill or injured or whose life is at risk, for example, a traumatic head injury, severe loss of blood, chest pains, a fall from height, severe burns and scalds, a stabbing or shooting, or loss of consciousness.
We hope you never need to call 999 but if you do find yourself needing to make that call, knowing what to expect will help make sure you’re prepared.
We are here for you 24/7 which is why we’ve created this A-Z of using the service to give you some handy information.
Ambulance crew
This is the team that responds to emergencies. Depending on your needs, it could include a range of clinicians, including paramedics, emergency medical technicians, senior paramedics, advanced paramedics, consultant paramedics, student paramedics and nurses, all with different levels of clinical skills and expertise.
BBody-worn video cameras
You may notice that our ambulance crew members wear a camera as part of their uniform. Don’t worry, you’re not being filmed all the time, but our clinicians may activate the camera as a protective measure if they’re feeling threatened or in danger. The footage may be used in court to support prosecutions of people who abuse our staff.
CCall handlers and dispatchers
Our call handlers are the first people you can rely on during your time of need. They keep calm under pressure and provide reassurance and advice in challenging circumstances. Our dispatachers have the job of making sure the right ambulances are sent to those in need. They also play a role in ensuring our crews are safe.
Dial
When you dial 999, a BT operator will ask you what service you need. The four main 999 service are: fire and rescue, ambulance, police and coastguard.
Emergency response
FFace-to-face
This is the first question we will ask you. It helps us prioritise patients who need our help urgently. It’s important to answer all our questions, including your location, so that we can start arranging help straight away. E A D
G
There may be times when you call 999 and we send a clinician to you who will conduct a face-to-face assessment. They will establish the best way to treat you which might be a service closer to home that will be more suitable than the emergency department. If you do not need any medical treatment, the clinician will be able to give you advice on how to manage your symptoms at home.
Getting the help you need
A call to 999 doesn’t always mean an ambulance will be dispatched. If, based on the information you give us, you can get more appropriate help elsewhere we will direct you to this. Please remember 111.nhs.uk is the place to go for medical advice when it’s not an emergency.
H
Hospital
Certain hospitals can specialise in different areas for example major trauma, heart, or stroke therefore we may not always take patients to the nearest A&E and instead the most appropriate hospital for their needs. Please also remember, arriving at hospital by ambulance doesn’t mean that you’ll be seen any sooner than people who have made their own way there.
IIs the patient breathing?
If you see a blue light when you’re driving, don’t panic. Our 999 staff who drive ambulances are trained to safely pass other motorists when driving under emergency response (blue lights and sirens).
Joint working
We work with other NHS trusts, emergency services and partner organisations to overcome our shared challenges and provide the best care possible for our communities.
Kind
Small acts of kindness really do mean a lot. We’re here to provide care in a whole range of ways and if we can help brighten your day along the way, even just a little bit, that’s a huge bonus. So, when we receive a thank you back it can mean the world to us.
Life-threatening emergency
Always call 999 in a medical emergency - when someone is seriously ill or injured and their life is at risk. Further examples include serious road traffic collison, suspected stroke and heart attack or loss of consciousness.
Measured
Our emergency performance is measured through the Ambulance Response Programme which aims to make sure we are reaching the people who need us most as quickly as we can.
Non-life threatening emergency
If it’s not a life-threatening emergency and you or the person you’re with doesn’t need immediate medical attention, please consider other options before dialing 999 such as 111.nhs.uk
On the road
Our ambulances and crews spend most of the time on the road and very rarely go back to station, with exceptions such as crew handovers from day to night, repairs, or meal breaks.
Prioritise
Based on the nature of the illness or injury, your call will be prioritised into one of four categories (one, two, three or four - one being the most serious) and this will determine the type of service we provide and how quickly an ambulance will get to you if you need one.
Questions
Once we know where you are and whether the patient is breathing and conscious, we’ll begin asking more questions about the patient, such as age, gender and medical history. It may seem like we are aksing a lot of questions but don’t worry - these questions will not delay the help you need. They simply allow us to make sure you’ll receive the most appropriate care and help us continue to advise over the phone.
Refer
Some who call 999 may get a call back from one of our clinicians who can offer help and advice to patients who may not need an ambulance. If this is the case for you, you will be assessed over the telephone to determine the right care for your needs. You may then be referred to another local service that can help.
Symptoms
When you call 999, your symptoms will be assessed so that we can see what level of response is required and the best way to treat you.
Training
All ambulance crew members are clinically trained. Some go on to join our Hazardous Area Response Team (HART). It is made up of paramedics who have further specialist training to attend incidents that could be more dangerous.
Uniform
It’s easy to spot our staff as they’ll be wearing their striking uniform. This helps them to be easily identified and keeps them safe when working in difficult conditions.
Valued feedback
Your feedback helps us make sure we’re providing the best possible service for our communities. Please let us know baout your care by visiting: nwas.nhs.uk/get-involved/share-yourexperience
Wishes
We’ll always consider our patient’s wishes and those of their family. Not everybody needs to go to hospital but if we think you do, we can’t force you to attend but we will encourage you.
X-ray
We may not have X-ray eyes, but we will ensure we give you the right care, at the right time in the right place.
You
You are our patient, and therefore you are our priority. We’ll provide outstanding care that is safe, effective, and focused on your needs. We will put you at the centre of everything we do and listen to so that we understand your needs.
Our staff work night and day, 365 days a year, to help those in need. Most people treat them with the utmost respect, but they are all too often subjected to violence and abuse. We’ll never tolerate abuse of our staff. We’re here to help and our staff do not deserve to be verbally or physically attacked. It’s not part of the job. Please be kind. J S V M P Y K T N W Z Q L U O R X
Zero tolerance towards people who abuse us
“People try to catch me out by asking how many fingers I can see, and they are always shocked when I tell them I work.”
I lost my sight at 29 Becca’s story
Three years ago, Emergency Medical Advisor
Becca Lennox developed a rare brain condition that sadly resulted in her being registered blind just a year later. Today, she shares her experience to raise awareness of sight loss and corrects the misunderstanding that registered blind people can’t see anything at all.
Talking about her brain condition, she said: “I started losing my sight in 2021 due to a rare brain condition called Idiopathic Intracranial Hypertension, where I have too much fluid on my brain that compressed my optic nerve. It got progressively worse over two years to the point I now have optic atrophy – damage to my optic nerve - meaning the sight I’ve lost won’t return.”
Losing her vision at the age of 29 was very difficult for Becca. She explained: “At first, I didn’t adapt very well. I was in denial about my sight loss. I would struggle and bump into things. I stopped going out by myself and lost my independence. I wouldn’t cook and I would always fall, sometimes big falls down the stairs or off the curb.
“Now I’m learning to accept help and support, and I use a lot of assistive technology on my phone. I have support at home like special oven gloves, so I don’t get burnt.
“There are so many aids and support available that I wasn’t even aware of. I’m currently being trained on how to use a long cane to regain my independence.”
Becca has not only had to overcome personal challenges but confront misconceptions head-on. She added:
“People think because I use my phone, I’m not sight impaired but what they don’t know is I use large print and the ‘seeing artificial intelligence’ app that helps me use it. People try to catch me out by asking how many fingers I can see, and they are always shocked when I tell them I work.”
Talking of work, Becca only joined us in November last year but already feels like she belongs. She explained:
“NWAS has been the first place in 10 years that has tried to support me in any way they can. My team members and managers are always asking what they can do to aid and support me in doing my job to the best of my ability. I feel like I’ve finally found my place in the world after years of feeling out of place and not wanted or supported.”
She is now using her experience to raise awareness of the reality of sight loss and what others can do to help. She said:
“It’s important to raise awareness because there’s a false perception that if you’re registered blind, you can’t see anything at all. The reality is that 93 percent of people registered blind retain some level of vision - something I didn’t even know until I lost my sight.”
Becca has described her condition, using the images below to illustrate, stating: “I have pretty much no peripheral vision and my central vision is blurry. I can’t see past arm’s length away, which is why I struggle to recognise people or walk into things often.”
Ever heard of a Space Godzilla, Big Nasty or Phonics Monkey?
One man who has is Ambulance Care Assistant Jack Winder. He’s been working for our patient transport service in Swinton, Manchester for just over seven months.
Points awarded to you if you knew they were tricks performed freestyle kayaking. 27-year-old Jack has been paddling for the last 20 years. He regularly takes part in canoe polo, another variant of the sport, and plays for the Liverpool-based team Friends of Allenby, described as one of the best teams in the world.
Jack took up the pastime as a child as an outlet for his attention deficit hyperactivity disorder (ADHD). He explains that his mum knew she needed to find him an activity to do when he fell out of a tree in front of her while she was out walking the dog one day. The contributing factor was that she didn’t even know he had left the house to go out.
“I must have tried 60-70 activities before I started kayaking,” says Jack. “I used to rent a boat to go for a paddle and just loved it. Also, my school had a big Outward Bounds Programme which supports schools, colleges, and youth groups to explore the great outdoors. This allowed me to continue and move towards competition in what’s known as wildwater racing and freestyle kayaking.”
It was the team element of sport that really gripped Jack – thus a move into canoe polo, which he’s done for the last 12 or so years. To explain briefly, it’s a five-a-side game where players try to throw a ball into a raised goal at each end of the water playing area. Think football in a boat - except where the boat can legally act as a two-footed tackle to the face!
“I’ve seen people’s front teeth get knocked out,” Jack says as he explains the physicality. “The front and the back of the canoe have rubber bumpers to protect players, who also wear body armour and helmets with face guards.
“My position is what is known as a right post; as a defender, my job is to challenge (put my paddle in the face of) anyone who comes near my zone. As an attacker, I act
as a blocker so my teammate can paddle forwards and get a shot on goal.”
His club recently won the biggest club competition in the world, the Deutschland Cup, and Jack has represented Team GB, finishing fourth in a European tournament last year, although he’s dropped out of the squads. He has the ambition to fight for more national honours as well as see the sport grow amongst the public.
“If canoe polo had the profile of an Olympic sport, it would be the most watched kayaking discipline and even be in the top ten of most watched sports.
“It’s so fast-paced and so easy to watch. It’s also ultracompetitive; you must be at the top of your game to play at the top level, and that is where I want to get back to.”
Jeba Nessa joined the trust in October last year as our only Freedom of Information (FOI) Officer and she is the first port of call for queries about anything and everything under the FOI Act 2000.
The FOI Act was introduced in 2000 to open up public sector organisations to those who funded them – the tax payer. The purpose was to encourage openness and honesty in the way organisations worked – their performance and how they spent their budgets, for example.
At first, it was taken advantage of mainly by journalists but now it is widely used by politicians, businesses, researchers and even hobbyists. Last year, government figures show that more than 70,000 FOI requests were received, with NWAS dealing with 438 in 23/24.
To manage all these requests, we appointed Jeba, who works within the Communications Team responding to all the questions that come into us and one of the first things she took on was training the rest of the trust!
Jeba comments:
“NWAS is such a large organisation, covering a wide area and so its operations are of interest to a lot of people. As we rely on colleagues to provide us with the information being asked, we felt it only fair that we explained to them what the FOI Act means for them and how we process them so my manager and I go out and provide some training on what the Act is and what is required of us.
Ask Jeba!
You’ve heard of our paramedics, technicians, accountants, dispatchers and mechanics, but did you know that we also employ someone who spends their day answering your questions about NWAS?
“Being new to NWAS, it has been a great way for me to meet many colleagues, and I have learnt so much by meeting teams and talking through what they do and what data they are responsible for.”
The Information Commissoner’s Office (ICO) monitors how organisations respond to FOIs and have a national target of responding to 90% of all requests within 20 working days. NWAS has consistently performed above 95% for the last few years so no pressure Jeba!
Working closely with her manager and the support of the Communications Team, Jeba processes all the FOIs that come in and ensures that target is met. She has to identify what questions we can answer and which are exempt and then seek out the right colleagues to provide her with the responses.
Jeba adds: “With every request that comes in, I learn something new about NWAS and get to know new colleagues across the trust. I have always worked very methodically and been organised, so maintaining logs, spreadsheets and spinning lots of plates at the same time is something that comes naturally to me. People all have their own reasons for submitting an FOI and it’s really nice when we get a thank you from them – because I feel like I’ve really helped them with whatever task they have set themselves.
“I love working here! I have been made to feel really welcome by everyone, even though an email from me can change the course of their day. I never thought I would work for NWAS answering questions all day but there really are a huge variety of roles within the trust!”
“I was called at 1:55am and needed to be at St James Hospital in Leeds by 4am.”
My liver transplant journey
Heather Berry
Heather Berry, 39, has been working in our emergency service for 16 years. She started as a call handler and is now a paramedic working in our clinical hub, helping patients who do not need an ambulance by giving them advice over the telephone.
The past four and a half years have been tough for Heather after needing a liver transplant. She shares her story to raise awareness of organ donation.
Heather who lives in Leyland, was born with a rare liver condition called Biliary Atresia in which there is a blockage in the tubes that carry bile from the liver to the gallbladder. She had an operation when she was just eight weeks old to remove the diseased bile ducts and reestablish bile flow from the liver using a portion of the intestine. Heather’s parents were told this was a short-term solution and that she would deteriorate and need a liver transplant before she was a teenager. Heather was subsequently monitored by hepatologists throughout childhood and was on medication until she was a teenager.
“I had a few admissions to hospital in my thirties for pain and sepsis but other than that I had managed to stay well. But three days before Christmas 2019, that changed. I awoke jaundiced after going to bed the previous night without any, which was alarming and frightening. I was referred to St James University Hospital in Leeds to see the transplant specialists and was placed on the transplant register in 2020 for a liver transplant.
“I was initially advised it would be a six-month wait but then, of course, COVID-19 hit, and six months turned into a three-and-a-half-year wait for my transplant.
Within this time, I remained at work, but my hospital admissions increased as my condition deteriorated significantly, ending in liver failure. I was placed at the top of the list as an absolute priority. I was scared and worried when I found out I needed a transplant, but I accepted it well as I knew it was inevitable. All I could do was wait and hope.”
When Heather finally got the call on 6 July last year, she had just gone to bed ready for her night shift the next day. She said: “I had been working a day shift on the day that I got the call to say they had a liver donation for me, and I needed to go for the transplant. I was called at 1:55am and needed to be at St James Hospital in Leeds by 4am.
“I was shocked, emotional, scared but also excited and relieved. There were a lot of tears, I rang my parents and my best friend (fellow paramedic) Leigh - there were many emotions and tears from them too.”
Heather reflects on the three and a half years she waited for her transplant: “It was horrible waiting so long; life was completely on hold. I had to always remain within two hours of St James Hospital, my phone had to be constantly on, and I was required to carry a hospital ‘go bag’ with me wherever I went. The deterioration in my health meant I became increasingly worried that I wouldn’t get a new liver on time and would die.
“I did however remain at work, both in the clinical hub and on the road in south Lancashire, even working through the pandemic. Despite the risk to my own health, I didn’t want to abandon my colleagues during this time as it was a very difficult time for everyone. I did everything I could to remain fit, healthy, and as positive as can be, both for myself, my daughter, and the rest of my family and friends. I was scared but didn’t admit it.”
The past 11 months since the transplant have been quite a rollercoaster for Heather and her daughter. “I experienced a few episodes of liver rejection, which the consultants and surgeons struggled to get under control. I have spent more time as an in-patient at St James University Hospital than at home as an outpatient. I got recurrent infections that required extensive intravenous drip treatment and ended up with multiple stays in intensive care. I became very unwell.
“I had to learn to walk and gain strength and mobility back. I lost a lot of weight also. In February I underwent another operation to increase the length of the Roux loop in my liver to try to prevent backflow of bile and waste into the liver that was then becoming infected.
“It’s been hard to try to recover, I’m still healing and trying to get back to normal fitness now. I’m still experiencing fatigue and illness and finding the balance of being more active without doing too much is hard to get right. My managers have been very supportive for which I am also very grateful.
“It’s been difficult for my 14-year-old daughter, spending so much time away from her, trying to reassure and protect her has been very tough and I know she has really struggled too. She has made me very proud of her and how she has coped with everything.
“It has also been a tough financial struggle. I have been very fortunate that I’ve had help from family and friends for which I will be eternally grateful.”
Heather has returned to work gradually within our clinical hub. She hopes to return to the front line to get back to the face-to-face contact with patients that she loves but she is not out of the woods yet: “I am on anti-rejection medication and will be immunosuppressed for the rest of my life and will be under constant care of St James University Hospital and the post-transplant team there.
“There are so many things I didn’t expect though post-transplant. I am now high risk for skin cancer so advised to wear factor 50 sun cream, even in England on a mild day. I cannot drink still bottled water, eat raw fish or seafood, pro-biotic or live dairy products, deli meats or cheeses or certain kinds of ice cream. I am advised to not have ice in my drinks when I am out. Most of these are due to the risk of infection or hepatitis. I’m not allowed grapefruit or any product containing it as this counteracts the antirejection medication.
“I have been given the most amazing gift that anyone could ever receive - the gift of life. I am eternally grateful to my donor and his family. I have personally decided to never drink alcohol and will do everything I can to protect it.
“Organ donation is not an easy decision at such a difficult time, but we must have organ donors to enable people like me to go on living. I would advise and encourage anyone to be an organ donor or to donate family or friend’s organs if asked to do so. The wonderful gift of my liver donation also enables me to return not only to my private life but to my work life so I now can go on to save or change other people’s lives.”
