First up was Harry, a dual trained call handler who takes both 999 and 111 calls. He talks about how much he enjoys the variety of his role from supporting people in life-threatening situations, as well as those who need urgent medical advice but aren’t sure where to turn. He recalls a call from a relative of a patient in cardiac arrest. The patient survived, and Harry says it’s moments like that that make him proud to do the job and know he’s making a difference.

Next, we heard from Curtis, one of our dispatchers. Curtis is responsible for sending ambulances, cars and other resources to patients who need emergency help. He explains how calls are first answered by a call handler before being passed to dispatch, where decisions are made about the most appropriate response. For Curtis, the best part of the role is knowing he plays a part in helping to save lives.

We also introduced you to Erin, one of the clinicians who works in our control rooms. As an advanced practitioner, Erin speaks with patients over the phone and helps make sure they receive the most appropriate care. This can include calling patients back after an initial 999 call to assess their needs and care doesn’t always mean an ambulance being sent. Erin also works on a response car, carrying out face-to-face assessments in the community. She says she enjoys helping people but recognises that managing expectations can sometimes be a challenge, particularly when people expect an emergency ambulance when another type of care may be more suitable.

Paul and Kate are crew mates. They bring dedication and a lot of good humour to their ambulance shifts. Whether they’re responding to emergencies or giving reassurance at someone’s toughest moment, they’re always there for patients. They have worked together for three and a half years now. Kate, a paramedic of over 30 years, says it’s the best job in the world, whether she’s helping someone make a cup of tea or supporting someone who feels lonely or isolated. Paul, an emergency medical technician, talks about how his role supports the paramedic and he also reflects on his long-standing passion for working in care and helping his community.

We also met Jamie, one of our motor vehicle technicians who keeps our ambulances on the road, one repair at a time. From repairing engines, brakes and suspension to fixing essential equipment like stretchers and wheelchairs, Jamie plays a vital behind-the-scenes role. He says his priority is making sure vehicles are back on the road quickly and safely for both crews and patients.

Lastly, we introduced kris and john from our patient transport service. With warmth, humour and genuine compassion, they make every journey count. For them, it’s all about being helpful, being kind, and being there when patients need them. They also shared some of the questions they’re often asked—like “what time do you finish?” and “can we go to Blackpool?”

If you haven’t seen them yet, look at @nwasofficial both Facebook and Instagram. Look out for out next Reel where we will be talking to one of our finance team members.