“Nee Naw Service, what’s the problem?”
“The vicar’s been stabbed!!”
It sounded like a screwed up episode of Father Ted, but I quickly realised it was no joke.
“He just turned up at my door. He’s got a huge knife sticking out of his chest…” continued the poor parishioner, who had probably been in the middle of watching Eastenders when this hullabaloo occurred.
“DON’T PULL IT OUT!!” I said. I had just been reading a copy of Chat Magazine where a clumsy DIYer had narrowly escaped death after inadvertantly shooting himself with a nail gun and attempting to remove it with a pair of pliers, and know from experience that when people see objects stuck in other people, their first reaction is to pull the object out. This usually does more harm than good.
From the quick run through of the questions, I could see this was Stabbing Proper, just like it is on TV. I take a lot of calls about stabbings, usually in Romford at 2am on a Friday night, and most of them are just a small flesh wound sustained in a scuffle. Those that are serious are usually rung in by someone running away as fast as their legs can carry them, or someone very drunk and abusive, so the amount of close-range help I have been able to give has been limited.
This was different, though. I have to give a firm pat on the back to the caller. In all the time I have been at nee naw control, I have never come across a more co-operative, sensible, quick thinking caller as him. There were a lot of things to be done before the ambulance arrived and he must have grown several extra pairs of hands to be able to do them. First, he did as he was instructed to stop the bleeding — taking off his shirt and wrapping it around the wound, avoiding the knife itself — then he got the vicar down on the floor, raising his legs (to treat for shock) and following the instructions to keep the vicar’s airway open as he was fast losing consciousness. He shouted outside for help, and some neighbours came in, which meant one could hold the shirt on the wound and another could keep his airway open. I asked about the location of the attacker (I wanted to make sure he wasn’t waiting on the doorstep to stab the ambulance crew!) and the caller managed to ascertain that he’d run away, and then went on to ask the vicar various questions about what the man looked like, which was very helpful from a police point of view and something I’d not even thought of as I always handle calls in an ambulancey kind of frame of mind. Unfortunately, the vicar was in no state to give much information, and three minutes into the call, he started to convulse. This, obviously, is not a good sign and I was relieved to look at the log and see that two ambulances, police and the HEMS cars were on way. The FRU pulled up on scene a few seconds later, and my job was done, so I hung up and felt very proud of a) the ambulance service for getting help there so quickly (four minutes from start of call to arrival of FRU) b) myself, for not panicking and remembering to give all the relevant instructions in the right order and mostly c) the caller, because it doesn’t matter what instructions you give or how fast the ambulance gets there, having a caller who has a grip on the situation is the most important factor in those first vital minutes after the incident.
Later I checked up on the vicar and was pleased to hear that he was doing well in hospital, after having surgery to remove the knife.
I went out to the messroom for my break last night, and there on London Tonight was a blurry photo of The Vicar, shots of the street where It happened, and best of all, an interview with the plucky parishioner. I have never been able to put a face to any of my patients before (except the baby whom I helped deliver in the Slug and Lettuce toilets, and she just looked like all babies do) so this was absolutely brilliant. He even mentioned in his interview that he took instructions from me, and I’m even prepared to overlook the fact that he called me the 999 operator as a concession to his bravery.
At time of writing, The Vicar was in a “serious, but stable” condition in his local hospital. Since then, he has gone on to make a good recovery, and a man was arrested and subsequently sectioned under the Mental Health Act in relation to the attack.
November 16th, 2005 at 6:47 pm
Well done you!! And how gratifying to see such a neat conclusion all round.
November 16th, 2005 at 8:55 pm
Congratulations all ’round. Well done. Must be nice to know how your patient fared in the end.
November 16th, 2005 at 10:00 pm
Excellent job Mark! I’m very impressed and glad things worked out so well. Good job all round - and thank god you had such a great caller to work with.
November 17th, 2005 at 1:43 am
Huurah!! soz, just this format has been playing up all night, but now im back to familiar reading
Nice one mark x
November 17th, 2005 at 1:45 am
The stabbing was to me I believe in *CENSORED*, near *SOMEWHERE*. It’s strange reading one of your posts and having it be so close to home. Excellent stuff as usual.
November 17th, 2005 at 6:45 am
I watched and listened to news reports of this incident! Well handled and well done!
November 17th, 2005 at 11:19 am
I saw this on London Tonight! Good job! And I read about the bloke in Chat. Being told not to pull out “foreign bodies” was one of the first things we learned for the Girl Guides First Aid badge …
November 17th, 2005 at 11:52 am
Regarding the 999 operator issue - would you care to explain how it all works as I have never understood and have not had to dial 999 (only ever used a Motoryway phone for a wheelbarrow in a slip road).
i.e. when you dial 999 is there one person that asks you Police, Ambulance, Fire? and they then put you through to a different call centre depending on which service is required?
confused…
November 17th, 2005 at 12:58 pm
what should he have called you instead of “999 operator”?
November 17th, 2005 at 1:39 pm
When you dial ‘999′ you are put through to a telecoms operator (usually BT) who then routes you through to the appropriate emergency service that you ask for. They can send you to the usual police, fire, ambulance but also the likes of the coastguard, gas emergencies, etc. etc. Quite often the telecom operator stays on the line so that when you are finished with one emergency service, they can direct you through to the next. So, if you ask for more than one service, DON’T HANG UP!
So, Mark should have been referred to as the ‘Nee Naw’ operator. It’s all a matter of pride!
November 17th, 2005 at 5:13 pm
Obviously I did not see London Tonight, but Lots of congratulations from the Sunny Spain¡¡¡
November 17th, 2005 at 6:06 pm
Great work, sounds like a great caller!
As I mentioned, I work in a nee naw centre in Australia. I had a similar call to the one you describe, except it was a 1st party caller. He had been stabbed in the back so trying to control the bleeding was hard, and he sounded extremely distressed also. I was very proud of how he handled the situation though. The police arrived first, and promptly informed me that he was fine, and was a psych patient who had made the whole thing up!! He was the most genuine sounding psych patient I’ve ever had! I felt very embarrassed especially after telling everyone how brave he was being!
We have a similar way of doing things over here too - the telecoms operator puts the caller through to the appropriate service, but then disconnects. If they want a second/third service we either transfer them, or call the other service on their behalf after the call (usually the latter, but if we’re required to stay on the phone, we get another operator to call it through).
November 17th, 2005 at 9:07 pm
I’m not the anything operator. Operators are those nice people who work for BT and the other telecoms companies and operate switchboards and stuff. The 999 operator is the person who says “emergency, which service?” and then puts you through to whoever. The correct way to refer to me is “dispatcher” or “call taker”. Okay, okay, I know this sounds like horrendous pedantry, but it really does have an effect — a lot of callers don’t realise I have any medical training or that every single call I deal with is an emergency. Or that if you put a switchboard in front of me, I wouldn’t even know which way up it goes.
(This is my second biggest pet hate, behind people who say the code for London is 0207. I should compile a list of these one day.)
November 18th, 2005 at 10:39 am
yes, you should - would be interesting.
November 18th, 2005 at 12:04 pm
I may have missed this, but what medical training do you need to have to be a dispatcher/call taker?
Is it coming off one of the other health care jobs, or is it a separate course of it’s own?
November 18th, 2005 at 12:53 pm
Hmmm, well I agree wholeheartedly that 0207 is wrong and very annoying (especially for comapnies that have had in printed all over their Van or whatever - don’t they check these things first).
While I can see that technically you aren’t an ’switchboard operator’ - you do receive 999 calls! So 999 operator isn’t that much of an insult and probably isn’t that inaccurate - perhaps just assumptions about what you are operating…
November 18th, 2005 at 2:13 pm
Hey Mark, firstly well done, I remember taking a call from a hysterical female who eventually managed to tell me that her husband had just been shot in their hallway, it is stressful and challenging trying to follow protocol, provide instruction, calm the caller down, gain as much information as possible and dispatch an Ambulance to the call all at the same time! (Long before we had call taker and dispatcher as separate roles)
On the “999 Operator” I have been called the “Receptionist” and “Telephonist” in the past and it doesn’t change when you move to the operational side of the job. I have been called “The driver” and heard “Your Taxi is here” many times from receptionists in GP surgeries…god maybe I should start charging a fair!
November 18th, 2005 at 2:16 pm
Fare even ……just up from long night shifts!
November 18th, 2005 at 9:22 pm
I think any job could, technically, be described as an “operator” under those terms, then! Hairdressers are “scissor operators” and the prime minister is a “country operator”. It’s not the “999″ bit I mind — feel free to call me a “999 dispatcher” or “999 call taker”!
I have never been called a “receptionist” but I did once have a member of St John Ambulance tell me that my job was “just an admin role”. And yes, I’ve heard callers refer to “ambulance drivers” too!
November 19th, 2005 at 9:12 pm
Nephron — before we are let loose on the general public, we spend a month or so at nee naw training school. Obviously, we’re nowhere near paramedic standard or anything, but we have all the medical knowledge you need to take 999 calls.
January 15th, 2006 at 6:48 am
The vicar’s lucky he was in the UK instead of the US. In most of our cities and towns people would have stepped over his prone body and went home to the wife and kiddies. I’m a Public Safety Communications supervisor in the the southern US. I know exactly what you go through on the job. We are a six agency center (Police/Fire/EMS) and we get about 40,000 calls for service a year in our small county of 65,000 souls. I’m a new reader of your blog and I’ve marked you as a favorite to come back too. I’ve just started my own blog at http:\dispatcherjournal.blogspot.com if you’d like to reciprocate. I’m new to this and taking baby steps so be kind. The best to all of you in the “pit” and stay well.
May 27th, 2006 at 12:05 am
Just discovered yr site whilst randomly browsing, kinda interesting to hear info from someone who actually does the job, I’m currently ploughing through LAS recruitment process awaiting interview for EMD so was good to get an insight.
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