Operations Centre highly commended 2016 - Karen Renwick
Karen is a call handler, helping both NHS111 and emergency 999 patients every day.
Considered an outstanding member of her team, she always has the time and patience to assist her colleagues with any concerns and her professional manner and capability to control a difficult situation is remarkable.
An exceptionally caring person, Karen works 30 hours a week for NEAS, covering some of the peak times and when she’s not at work she helps her son and daughter in law care for her grandchild who has a life-limiting condition.
Many of Karen’s 999 calls involving patients who have successfully been pre-alerted into hospital following an active cardiac arrest have been highlighted in recent months, triggering compliments from patients and ambulance crews alike.
They include a member of the public who Karen had supported to do CPR on a stranger, who wished to meet Karen to thank her in person earlier this year. The patient survived thanks to Karen’s intervention and the story later made the news.
Team Leaders and paramedics have also praised Karen for her recognition of a potentially life threatening allergic reaction of a patient followed by prompt advice, as well as assisting with CPR and the deployment of a defib for a patient who made it safely to hospital with a return of spontaneous circulation. And two of her acknowledgements came direct from her callers, thanking her for her calm reassurance in stressful times.