EENA 2018 - Support to call takers and dispatchers
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Control Services, London Ambulance Service, United-Kingdom - Managing Mental Health in the Emergency Control Room Environment Jules Lockett, Practice Learning Manager
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EENA 2018 - Support to call takers and dispatchers
- 1. Jules Lockett Practice Learning Manager, Control Services London Ambulance Service, NHS Trust Managing Mental Health in the Control Room Environment
- 2. What Control Room staff provideā¦ ā Dedication to their role ā An answer to someone's call ā Support when a Patient is in need of help ā Compassion ā in many ways ā Instructions and guidance until help arrives ā Care ā when they may have no one else ā Words of comfort - when they canāt wipe away the tears London Ambulance Service NHS Trust 2
- 3. What do we offer our Control Room staff? ā Intensive Training and as much preparation as possible ā A Career Pathway ā Development Opportunities ā Motivation and Support ā Job Security ā Support network of friends and peers that understand London Ambulance Service NHS Trust 3
- 4. What do we really offer our staffā¦ ā Exposure to Traumatic Events ā Exposure to Abusive Callers ā Exposure to Conflict and Obstructive callers ā Exposure to Emotional and Personal Situations ā An Expectation to be Resilient ā A Chair to sit on for every shift London Ambulance Service NHS Trust 4
- 5. As Managers, we often thinkā¦ ā What if that chair was empty? ā Where is that person? ā Who will answer those calls? ā Who else can cover that role? ā What about performance? ā When will they be back? London Ambulance Service NHS Trust 5
- 6. As Managers, we should thinkā¦ ā Are they OK? ā Make sure we have made contact with them ā Did something happen at home / work? ā What could I have done different? ā How can i help them perform? London Ambulance Service NHS Trust 6
- 7. What should we doā¦? ā Allow our staff the safe space to share their experience ā Ensure we respect their confidentiality ā Make visible internal and external Support Networks ā Promote Occupational Health Support ā Encourage them to talk/share open and honestly ā Donāt be afraid to askā¦.āAre You OK?ā ā Donāt be afraid to let them know you care London Ambulance Service NHS Trust 7
- 8. How can we support our staff? ā Know how to respond to each other in a time of need ā Ensure there are Support Networks available ā Engage with staff and ask āwhat would help themā ā Empower them to have the confidence to report issues ā Offer Training and Awareness of raised issues/concerns ā Feedback/Share outcomes on reported/raised issues London Ambulance Service NHS Trust 8
- 9. What we should always remember ā¦ ā We offer so much help to others, what about us? ā Emotions can impact each and everyone of us ā We can always turn to a colleague ā The voice a caller hears is one they will never forget ā The uniform we wear with pride, it is not āour suit of armourā London Ambulance Service NHS Trust 9
- 10. 10London Ambulance Service NHS Trust What did I doā¦
- 11. Take a moment to thinkā¦ Who or What can look after you? London Ambulance Service NHS Trust 11 Friends and Families Colleagues Mindfulness
- 12. Remember ā There is an emotion behind every emergency call London Ambulance Service NHS Trust 12