We can help somebody, you can be the person who makes a difference
Former engineer turned emergency call handler explains how fatherhood made him reassess and why working for NHS 24 has been a life-changing experience – for him and those he helps
For David Menin, working for NHS 24 has been a life-changing experience. The former engineer, from Dundee, turned to the role in March when fatherhood made him reassess his priorities. It gave him the chance to put more focus on family. But more than that, it gave him the chance to help people in a job where the work is its own reward.
“I’ve never finished a shift and felt bad about it,” he says. “You always leave with a good sense of satisfaction. There are difficult calls, but you do get a nice feeling from being able to provide a service and help people. Nine times out of 10 you’re dealing with people who are not having a good day and you’re the person that can get them the help that they need.”
Providing that help quickly and efficiently can make such a difference to patients and callers. Something David is all too aware of. In a particular call, he remembers: “Sometimes with the older generation they play down symptoms. They may have had these symptoms for quite a while. And as a call handler you start to realise that these symptoms are more serious than they’re letting on. It is my role to capture all this information from the patient.
“I had a patient who had breathing issues and the symptoms they were having were very serious. In that scenario I immediately flagged for a clinician to come over and we assessed them. We got an ambulance out to them. I think it was three and a half minutes. So they were able to get very quick care on the back of that.”
That quick action most probably saved the patient’s life. Although, as David adds: “The funny thing about being a call handler is you don’t know the outcome. But they got a quick response and the best outcome that we can deliver was given to that patient. They were given the best possible chance.”
The case highlights some of the challenges facing workers like David. Patients are often unaware of the seriousness of their symptoms. In that situation the call handler has to be skilled at drawing out the necessary information to alert the clinician. David says: “Sometimes when they phone, you know it’s bad. As a call handler that comes with experience – noticing little signs. We can highlight the things that we’ve noticed during the call, so when the clinician comes over they can dig a bit deeper to get to the bottom of what’s going on.”
Another obvious challenge is handling the emotional impact of some calls. When dealing with people of all ages in such vulnerable circumstances, it’s only human to be affected by it at times and David is no different. He says: “Some calls are difficult or upsetting. Personally, as a father, I find that some calls dealing with children can be upsetting. Especially when it’s a child in distress.”
The rising toll of mental health issues is also something that can make for difficult calls, while making an impact on the handler.
“Patients do phone with mental health issues and you can deal with things that are upsetting,” says David. But, he adds: “Sometimes people just want someone to speak to and that makes the difference, just being there for someone to speak to. Again there are various things we can arrange. We can arrange for a mental health nurse to call them back.” There is also the option for patients calling for their calls to be directed to the Mental Health Hub.
Also, if David does find that a call has had an impact on him, he knows he doesn’t just have to deal with it alone. He says: “We’re fully supported here. The clinicians are great. They’ll help us when we need. For example, if I need to take some time away after a call or I need to speak to somebody, we’re given time to let off a bit of steam or take some time to ourselves.”
Ultimately the job is hugely rewarding and David is happy knowing he’s doing his bit for those who are struggling. For him it’s great to know that he can be a vital link in the chain of care. He says: “We can always help somebody and make a difference. Somebody’s having a bad day and you can be the person who makes a difference. Some people don’t know how to get the help that they need and you can be that link that starts the ball rolling to make sure they do.”
On a personal level David also finds being employed by NHS 24 allows him to achieve that all-important work-life balance. Living near to the call centre means he has largely cut out the dreaded commute and the fact he does fixed shifts means he can work around family commitments. On top of that he can book his holidays a year in advance which gives him certainty when planning trips. For someone who is “all about family” it’s a huge bonus.
He says: “A good thing for families is that the shifts are fixed. I know when I’m working, I know when the kids have to go to nursery. I can book my holidays for all of next year. Familywise it’s fantastic. I thoroughly enjoy working here for that reason.”
So would he recommend NHS 24 as a place to work?
“I highly recommend it,” he enthuses. “I enjoy the people.
The clinicians are all very good. I enjoy working in the professional environment and there is that satisfaction you get. The people in here are all very professional and friendly. There’s good camaraderie.”
But when all is said and done, one simple fact stands above the others for David.
“The bottom line is you get a good feeling from helping people out when they need it.”
The bottom line is you get a good feeling from helping people out when they need it