While attending a routine visit on a Saturday morning, Sian became concerned that customer H was unwell. Trusting her instincts and guided by her experience, she recognised that H may be showing signs of a stroke - a medical emergency requiring immediate action.
Without hesitation, Sian contacted her colleague Sonia, who had just finished supporting another customer nearby and knew H well. Sonia responded immediately, joining Sian to support H and assess the situation together.
Remaining calm and focused, Sian and Sonia contacted NHS 111, providing clear, detailed information to the clinician. Their professionalism and knowledge of H enabled a swift and accurate assessment, and an ambulance was promptly dispatched.
At the same time, Sian ensured that H’s family were contacted, allowing them to attend quickly and accompany H to hospital.
Thankfully, H had not suffered a stroke and has since been safely discharged home.
Following this incident, we received a heartfelt message from the NHS 111 clinician, Gaynor S:
I wanted to acknowledge how excellent they both were. It was very clear that they knew their client well, and they provided calm, clear, and informative responses, which enabled me to assess the situation effectively and act quickly.
Both carers demonstrated kindness, compassion, and professionalism throughout… They are a real credit to your organisation.
I have over 30 years of experience in nursing within the NHS, and I continue to work both clinically and within NHS 111. During this time, I have spoken with many carers over the phone, and I can honestly say that not all come across anywhere near as well as Sonia and Sian. Some carers have limited knowledge of their clients, whereas Sonia and Sian demonstrated clear understanding, confidence, and genuine compassion throughout.
We are incredibly proud of Sian and Sonia. Their actions reflect not only their clinical awareness and professionalism, but also their kindness, teamwork, and dedication to those they support.
In recognition of their exceptional service, we were delighted to present them both with Exceptional Service Certificates, along with a well-deserved afternoon tea experience as a small token of our appreciation.
This moment truly reflects our core values - being kind and caring, professional and respected, supportive, and passionate about making a difference every day.
Sian and Sonia, thank you. You are an inspiration to us all.
