On Thursday 2nd August an urgent request came into our booking office for assistance to move 14 residents from a nursing home in Great Yarmouth to various addresses across the region over a 3 day period.
Emma, the booking office manager, who was on annual leave, came in to take the bookings and together with the supervisor (Madeline) allocated various vehicles and staff in order to convey the request.
Later that evening, another SOS call followed from the same nursing home whose lift had broken down and now desperately needed all the residents moved immediately. Neil, the duty day controller, allocated residents to the remaining crews, and understanding the urgency of the request, they rallied together forfeiting lunch breaks, with many finishing later than their expected time. All of the residents were collected as quickly as possible and taken timely to their various destinations.
Evacuating so many patients unexpectedly from a nursing home was quite a formidable task and many of the residents were quite upset and anxious. Neil an ACA surprised all by jumping onto the homes piano stool and played music from a bye gone era to calm the atmosphere and lift everyone’s spirits; a talent we never knew he possessed but we know who to call on when the need arises in the future for such a talent.
The success of this operation is entirely down to the Great Yarmouth booking office, day control and operational crews pulling together and working as one team putting the patient first.
Tracy Rodgers – NHS Great Yarmouth and Waveney Clinical Commissioning Group – Quality and Safety Senior Manager. R.N. Commented:
I would like to sincerely thank E-zec for all the help and support during a recent unforeseen incident, requiring transport support to a group of frail, elderly residents.
It was a privilege to work alongside the E-zec team. The kindness, compassion, concern, dedication and professionalism of everyone involved was extraordinary. They worked tirelessly to ensure residents were transported in a timely fashion.
The E-zec team appreciated the challenges being faced and worked collaboratively and were flexible to support the changing requirements.
In this exceptional circumstance, the E-zec team went above and beyond what could be expected to support the individuals, including working through break times, helping to calm residents, working beyond the end of their shifts. This was done with good humour and a positive ‘can do’ attitude.
Wayne Spedding E-zec Operations Director commented:
It’s a pleasure when you hear news like this. So many times the ambulance sector is in the news for all of the wrong reasons. The dedication, commitment and caring attitude of the team have made this happen.
A very special thanks to: