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00:00New Incident, Category 1.
00:03Put you on an RTC, two cars head on.
00:07This lady has been on the floor since 5am.
00:11It's a two-year-old who's been stabbed over.
00:14Every day across Yorkshire, more than 3,000 people call 999.
00:19He's just not breathing.
00:21He's pregnant.
00:22He's pregnant.
00:24He's pregnant.
00:24He's pregnant.
00:24He's pregnant.
00:26The ambulance service must decide who gets help.
00:30We're going to look after you, mate.
00:32We've got you.
00:33Can I get you covered up?
00:35Lovely jubbly.
00:36And who must wait.
00:3734 jobs waiting for an ambulance now in Leeds alone.
00:41As the pressure on the NHS refuses to relent.
00:44We're creating the waiting room for a waiting room.
00:47The paramedics on the ground navigate England's largest county.
00:52Welcome to our office.
00:54All right, kid.
00:55Well done.
00:55From the busiest cities.
00:57Chaos tonight.
00:58We'll need to get out of Leeds now.
01:00To the remotest villages.
01:02We're in the forest.
01:03In the middle of nowhere.
01:05Where each call is a crisis.
01:07I've got a five-year-old found wandering in the street.
01:10Naked.
01:11Malnourished.
01:11God, it breaks your heart.
01:13It's awful.
01:13It's awful.
01:14And every decision critical.
01:16Hello!
01:16Where are we going?
01:17You all right?
01:18Jesus.
01:19Where are they going to land in the middle of Bratford?
01:23We go beyond the flashing blue lights.
01:26Whoa!
01:26Whoa, whoa, whoa!
01:27To reveal the human stories behind every siren.
01:30Just keep it going.
01:31I don't know.
01:33Thank you for coming.
01:34You don't have to thank us.
01:35You do.
01:37If you've got manners, you do.
01:39Are we all ready to set sail?
01:40Get her going!
01:41Get her going!
02:09We're organising help for you now, so just stay on the line.
02:13I've just had some disgusting ambulance workers out.
02:16They would be so arrogant and so rude, so I've sent them on the way.
02:20I didn't want to get seen by them.
02:23It's the start of the night shift for Yorkshire Ambulance Service.
02:28For the next 12 hours, Abby will oversee her team of 23 call handlers,
02:34stepping in to support them during their most serious and complex calls.
02:39I don't want you to turn my ambulance route.
02:41I could be having a heart attack.
02:43I could be having an angina attack.
02:44And I'm going to be holding NHS responsible for this.
02:46Can you just calm down, please?
02:48Because I'm trying to help you.
02:50I'm not having no dirty disgusting workers.
02:52Coming to me, I'll see if you're successful.
02:54Do you understand?
02:57All right.
02:58Thought we were awful, weren't it?
02:59Not that horrid.
03:00What address is that one?
03:01I'll keep an eye out.
03:03Anybody else that gets them, I'm going to report.
03:14Call handling, emergency call handling, it's not just any job.
03:19I know that after nine years.
03:22Is he still shaking?
03:24Is it just his arm?
03:26Is it just his arm?
03:28Being a call handler can be incredibly difficult.
03:33I've told him to tilt her head back.
03:35Yeah.
03:35What position is she in?
03:36I'll double check.
03:37Can I just confirm, what position is the patient in at the moment?
03:41Sometimes when you start a night shift, you'll hear everybody say,
03:44what's going on tonight?
03:46We all get a sense for it.
03:48So, are you in the underpass pit now?
03:51Yeah, that's fine, just stay there then.
03:52Right, I need you to stay there for me, OK?
03:56You do know that it is just going to be one of those nights.
03:59One of those shifts.
04:17I'm organising the help for you now.
04:19Please do not be rude.
04:25I hope that doesn't mean that that's a bad start to a shift.
04:31Oh, dear.
04:38Ambulance service, is the patient breathing?
04:40Who's here?
04:41Yes!
04:47So, I'm organising the help for you now.
04:49Just stay on the line and we'll tell you exactly what to do next.
04:54Right, OK.
04:57Oh, dear.
04:57You can't hear him screaming, man.
05:00Jesus Christ, man.
05:021671.
05:03Just to let you know, I've diverted you to this pre-alert category one.
05:06It's now coming through as a 45-year-old male having a seizure,
05:10but they've got an unknown conscious, unknown breathing.
05:13Brilliant.
05:14Thank you very much.
05:15Dispatcher Kieran has diverted the nearest available ambulance,
05:20leads crew 1671, Sarah and Louise, to the category one call in progress.
05:27I think we are just around the corner, so we're very close.
05:31They are two minutes away from the patient.
05:35It's a secret, man.
05:36Is he still twitching now?
05:38Is he still twitching?
05:41Jesus Christ, man.
05:46THEY CONFER
05:49Sarah with the ambulance. It's all right, my lovely, yeah?
05:52It's OK. It's all right. It's all...
05:55Right, we're going... Whoa! Watch your face. Watch your head.
05:58Watch your head. Oh, whoa, whoa, whoa, whoa, whoa.
06:00Right. Shall we pull him backwards? He's going to hit his head on it, yeah?
06:03Pull him back. He's going to hit his head. We need to get him in, guys.
06:04Yeah? Ready? Ready, silly. Go!
06:07There we go, darling. That's fine. Let's get in.
06:10Yeah.
06:14We're going to have to diazepam in, aren't we?
06:17Yeah.
06:20We've got a pillow, please. We've got a pillow or something.
06:22Anything to stop him hitting his head? Pass the coat, please.
06:25Yeah. Anything.
06:30Are you...? Yeah, I'm all right.
06:32If you start getting diazepam out.
06:36Oi, oi, oi, oi, oi, oi, oi, oi.
06:38All right, we're just going to get you some medicine.
06:42It's almost as if he's had something.
06:44Yeah.
06:47Cos he has got the strength of ten men.
06:51Do you know if he's taken anything?
06:53And when we're not bothered, we just need to know before we give him anything.
06:57Right, you just climb over, mate. Yeah.
06:59Right, we're going to need backup for this.
07:02Wait!
07:03Whoa! Whoa, whoa, whoa, whoa, whoa, whoa, whoa, whoa!
07:06Whoa!
07:111671.
07:131671, go ahead.
07:15Can we have police, please, to help with extraction with this patient?
07:18Right!
07:20Right!
07:30We've got a 45-year-old male having a seizure.
07:32The crew have got to see him and he's being violent and aggressive towards him.
07:36Stop! Stop!
07:41It must hit me.
07:44I haven't got any more information. They sounded quite panicky.
07:48Stop him going in the left!
07:50Come on.
07:51Come on!
07:52Oh, no!
07:55Right!
07:56Calm it, now!
08:01You got it in the face. I got it in the face.
08:03I'm going to hit me in the nose.
08:05I'm shaking.
08:091671.
08:10Police are on route as an emergency.
08:12Yeah.
08:13Oh.
08:14Just try and keep yourself safe, Mum.
08:15PHONE RINGS
08:24The more times I've called in the 999.
08:26The more times I've called 111.
08:28The more times I've gone to my GDs.
08:30It's unbelievable.
08:33Hello?
08:35I think he's cleared on me.
08:38How many times has that guy called tonight?
08:423, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13. Yeah, 14 times.
08:50In control, the abusive caller, who has already turned away one ambulance, continues to phone 999 and be aggressive towards
08:59Abby's team.
09:01Why, I've just been speaking to you because you are absolutely disgusting. I'm not happy to carry on talking to
09:05you. I'm sorry, you are disgusting.
09:07All right. I'm sorry you feel that way.
09:09He is currently making a new call every minute.
09:17I'm not being aggressive.
09:18I've had enough of speaking to you, disgusting, advice.
09:22So if you'd like me to triage you, I need you to answer these questions, OK?
09:32You want to triage him?
09:34Yeah.
09:36Is this the case you're breathing?
09:38I'm clearly intent.
09:39That's why I'm constantly falling into that full swag.
09:43Er, don't talk to me like that.
09:46He's not back with anyone else, is he?
09:48No.
09:48I'm not triaging him.
09:49We're not triaging him at all.
09:51Even if he says he's got worse, we're not going to do it anymore.
09:53Because he's on his 24th, 25th call now.
09:56We're not doing it.
09:57No.
09:58No, the longer he's on the phone, the more opportunity he's got to be abusive to him.
10:02We're not tolerating that.
10:04Thank you so much.
10:07As a manager, I'm very protective of my team.
10:10When I see my entire team receiving abuse and it affects multiple people,
10:16it is really difficult to see because no one deserves that.
10:22That shouldn't happen at all, but it certainly shouldn't happen to people that are there to help.
10:27You can see how many other genuine emergency calls are sat waiting to be answered that need our help.
10:35And you think, why am I doing this?
10:50Yeah, they're upstairs on the corridor with us now.
10:54Sarah and Louise have now been joined on scene by police.
10:58Right.
10:58Shall we go down to the ambulance now?
11:00They will assist with transporting the patient suffering suspected drug-induced seizures to hospital.
11:34I don't understand why I'm crying, I don't get it.
11:37I'm just going to get a drink.
11:40Oh, God.
11:51Are you okay? Sorry.
11:53I'm all right.
11:54I'm not going to let him hurt you any more than he did.
12:01BELL RINGS
12:02BELL RINGS
12:161671.
12:17BELL RINGS
12:18How are you guys feeling? Are you guys okay at the minute?
12:23Yeah, it's been a bit of a night, to be honest.
12:27Poor Louise got full force, punched straight in her nose.
12:30I've been caught in the face and kicked.
12:34But yeah, we're all right.
12:36That's the main thing, as long as you guys are okay.
12:38As I say, you go to work to do a job and you don't expect to be assaulted.
12:42Obviously, take as long as time as you need to debrief, have a word with the team leader.
12:46We might be able to avoid you for the rest of the night.
12:48I'm not counting any chickens.
12:52No, I wouldn't either, but we'll try and be nice.
12:58Brilliant, thank you, my lovely.
13:16What have you got for your tea then?
13:18I don't know what I'm going to have tonight.
13:19Do you know?
13:20Do you know what you're going to have?
13:21I've got a lasagna.
13:22Ooh!
13:24That sounds nice, handmade.
13:24No.
13:26Oh.
13:27Do you know what?
13:28That's just such a let down, Hester.
13:33Leeds crew 1696 are en route to their second patient of the night.
13:42Ambulance service, is the patient for you then?
13:45Yeah, it's my mum.
13:46She's had a fault falling into her walker.
13:49I think the thing's stuck in her arm and she's losing, like, a lot of blood.
13:58New incident, Category 1.
14:01Aya 1696, just some details on this Category 1 that you're attending.
14:0676-year-old female, it says that she's fallen,
14:08and a walker's handle has gone into her armpit and it's bleeding.
14:12All right, thank you very much.
14:15Ooh, that sounds nasty.
14:21Hester and Jess are immediately diverted
14:24to the Category 1 call in progress.
14:26Hi, mate. It's Tom on the IT desk.
14:29We've got quick cares allocated you to this.
14:31There's a DCA arriving a couple of minutes ahead of you,
14:34and bleeding control's been provided by the call handling team at the minute.
14:38Yeah, no dramas at all, Tom.
14:40I'll give you a shout when I get there.
14:43Due to the complexities of the injury,
14:45specially trained critical care paramedic, Zach,
14:48has also been dispatched to assist the crew on scene.
14:51He is five minutes behind them.
14:59OK.
15:02Hello.
15:03Hello.
15:04Very welcome.
15:05I'm Jess, nice to meet you.
15:06This is Hester.
15:07Hello.
15:08So what's happened?
15:10I fell backwards into that.
15:13Into that?
15:14How's your pain at the moment?
15:16Bad.
15:17Bad.
15:18OK.
15:18So did you just trip and fall?
15:20I slipped and fell backwards.
15:23And fell backwards?
15:24Which one actually are you?
15:24I was trying to get the dog upstairs.
15:27Oh, was it the dog's fault?
15:29No, I didn't have it.
15:31Yeah?
15:31Ooh.
15:33It's quite a large wound.
15:36Yeah.
15:36OK.
15:37Have you got any pain to your arm or your shoulder at all?
15:40Yeah.
15:41Just need to see how far round it goes.
15:43Can you see any bone or anything?
15:45You can see all the structures inside.
15:47Can you?
15:47Yeah, you can see it.
15:48Hello.
15:50Hello.
15:51Hi, Zach.
15:51Hi, are you all right?
15:52Yeah, good.
15:53So, she has had a mechanical fall, but it's the whole way around.
15:57So you can see all the structures inside.
15:59Perfect.
16:00She's in a lot of pain.
16:01If we're all in agreement, do you think some wet gauze and then just...
16:04Put your hand down for me.
16:05Right, if you can, for me, keep your hand lovely and still, OK?
16:09I'm just going to give me some hamling.
16:10Is there not some in the bone or there?
16:12Oh, yes.
16:12Right, right, in the bone.
16:13You were a nurse.
16:14Where were you a nurse?
16:16Yeah, right.
16:16Wow, amazing.
16:18It's OK.
16:19Baby care.
16:20Oh, baby care.
16:23I'm thinking...
16:24Yeah.
16:25Shall we sit her up?
16:26Yeah.
16:26Cos it's soaking through and it's not staying where it should be.
16:30Cos it's just in a really awkward place.
16:33So, we'll try, sit you up, dress your wound, but it might be a bit uncomfortable.
16:39Do you need any more balls for you?
16:42Oh, you got...
16:42Oh!
16:43Well done.
16:44Fair enough.
16:45Cool.
16:46If we just pull this down...
16:47We just need to be really careful.
16:49Cool.
16:50Erm...
16:50I know, I'm really sorry.
16:52Hold on to me.
16:53Yeah.
16:53Right, let's...
16:55OK.
16:56Well done.
16:57I'm doing really, really well.
16:58I know, it'll be a bit stingy and then we just need a bit on this side as well.
17:02So, we're just going to have to do it like this.
17:04And then if...
17:04We just go...
17:05If we go around...
17:06Towards the neck, yeah.
17:07I was going to say, it just needs pressure.
17:09You've got some beautiful necklaces.
17:10Yeah.
17:11Really nice.
17:12Did you get them as a...
17:13Did you get them as a gift or anything or...?
17:15One sec, my hand's stuck in it.
17:16Sorry.
17:17Keep talking to me.
17:17Keep talking to me.
17:18Try and forget about that if you can.
17:20Have you got that?
17:21That bit of skin.
17:21If you need to take a few deep breaths in through your nose, out through your mouth.
17:24If we just sort...
17:25There's a bit on...
17:26There's a big hole.
17:27It makes you feel any better than getting there, all right?
17:31So, you say he was a nurse and you worked with children or babies?
17:34Come on, babies.
17:35Babies.
17:36Oh, my God, I'd love that job.
17:37Was it newborns or was it...?
17:39Premies.
17:40Or preemies.
17:41Oh, wow.
17:43Was that your speciality, then?
17:44Yeah.
17:45Yeah.
17:45I like me prems.
17:47Your prems, yeah.
17:49I enjoyed it.
17:50You enjoyed it?
17:51It was difficult because there were vents with her ventilating.
17:57Oh, I can imagine.
17:58Go back up here.
17:59Yeah.
18:00Yeah.
18:00Yeah.
18:01Quite a difficult job.
18:02It is.
18:04You're doing really, really well.
18:06Three, two, one.
18:07Ow!
18:08Ow!
18:08All right, all right.
18:09Well done.
18:10You're doing really, really well.
18:11Perfect.
18:12And then all you need to do is sit down.
18:14It's here.
18:15Sit straight down.
18:15But you are safe.
18:16I promise you, sit down.
18:17That's it.
18:18Great job.
18:20Good lass.
18:21We're just going to wrap you up in this blanket so we can keep you nice and warm on this
18:24trip out.
18:25There we go.
18:27I've got you, I promise.
18:33With the injury bandaged, Hester and Jess will take Kathleen to the Bradford Royal Infirmary for further treatment.
18:41Ready?
18:42One, two, three.
18:45You take care of yourself.
18:47No more fall than you.
18:48No.
18:50All right.
18:57Are you proud of our bandaging then?
19:02At least we can make you smile a little bit.
19:09But it might just need a bit of a clean and sewing back up again.
19:16I know, but it'll give you some better pain relief than we can give you at the moment.
19:22All right?
19:29No, no problem at all.
19:31You've been a pleasure.
19:33But we need to get your arm sorted, so should we go see the doctors then?
19:37Come on then.
19:40There we go.
19:56Oh, wasn't she just lovely?
19:58She was so sweet.
20:00Considering her injury as well, she was just so calm and nice about everything, wasn't she?
20:05Yeah, you did a very good job.
20:06So did you.
20:08Don't know where I'd be without you.
20:10Love you.
20:10Love you.
20:12We're...
20:13Yes!
20:15Teamwork.
20:16Teamwork.
20:38with the spate of abusive calls showing no signs of slowing, Abi has escalated the incident and reported the caller
20:45to the police.
20:50just a statement for police there's a very real possibility that police are going to turn up and
20:55not us if he carries on where he has what's happened looking to arrest him oh have you got
21:01him now tell him that someone will review his case and call him back say what they'll review
21:06his case and call him back and just clear it line please right so we're going to be reviewing your
21:12case okay and then someone will get back to you what are you going on about you guys are absolutely
21:19disgusting you don't need to stink okay thank you i'll let him know thank you bye bye
21:32um a little bit of good news they're after going and arresting this gentleman yes so yeah good news
21:45oh what a shift
21:59ambulance service is the patient breathing hello the patient is me and i am breathing okay tell me
22:06that's what happened this morning i had some chest pains
22:15hiya 1696 76 year old female she had chest pain this morning but it says not having any now or
22:21had
22:22any since it's a bit of an odd one this isn't it really it might be one of them where
22:27she thinks
22:27that she's tough and she doesn't want to bother us that might be the case but i'm sure you will
22:31find
22:31out what you get there over yeah we'll do our best we'll keep you updated thank you hester and jess
22:38are
22:39immediately dispatched to a category three call in leeds
22:52hello is it marion hi marion you can take a seat if you want so if you had to describe
23:01the pain what did it feel like
23:04it wasn't what we call the crushing pain it was more like the gastritis pain i remember well it was
23:09just sort of oh it's not going away is it and i talked to the gp and he says well
23:16you should really
23:17call up and see if they can come and tell us an eeg if you have an ecg ecg there
23:22if there was anything
23:23to do with the heart i've had ischemic colitis and i was given a stoma last february an emergency
23:28operation can you point to where it was in fact marion if it's okay with you can we slip your
23:34jacket
23:34off just so we can do your blood pressure as well where are you from originally from new york
23:43really that's where the accent comes from i've been here since 1974 have you wow the accent hasn't left
23:50has it no well i thought it had they think it has over there senior american i'm gonna pop these
23:58sticks on your arms so how did you end up in yorkshire from new york anyway i wasn't planning
24:04on coming to england at all i had a two-month rail pass i was 23. wow and i took
24:10the train
24:11that onto brindisi to catch a ferry and we were playing frisbee and this gorgeous man
24:17and he was from leeds so three years later we got married do you enjoy living here though oh yeah
24:29i
24:29loved it it was great especially the pubs and all that oh the pubs are brilliant aren't they
24:36so your heart tracing was fine good so that's good how have you found coming from america to the nhs
24:43i was i was i was totally amazed amazed but i had no idea when i came here that everything
24:50was
24:50yeah i mean you'd pay for it in your taxes but i was like i suppose in that sense we
24:54are quite lucky
24:55nowhere in the world nowhere in the world under pressure but we're lucky to have it amazing yeah
25:00i would have been a goner yeah it was like they did a fantastic job yeah i mean i'm lucky
25:06i am i
25:07know i am lucky to be alive it doesn't sound like it's anything to do with your heart which is
25:17a
25:17really good sign it sounds like it could be a bit of sort of gastritis or acid reflux okay
25:25any further problems just make sure you ring one one one okay all right then we'll leave you be okay
25:31right thank you we'll let ourselves out we'll see you later see you later request us too
25:48i'm doing service is potential breathing
25:53is she breathing at the moment
25:57you don't know
26:01how old is she just being born right i'm organizing some help for you now just stay on the line
26:10is she changing color she's looking a bit blue what position is she in now what what position is she
26:18in
26:20oh right that's fine what's the color like now what's the color like now is she still looking a bit
26:26blue
26:28just her lips what's her cheeks like what what do what do her cheeks look like
26:35they're red that's really good okay that's good
26:41is that her crying is that her crying yeah okay make sure she's kept nice and warm okay she's still
26:48looking up a little bit blue she's crying just just keep her warm okay
26:57put the phone next to her let's just listen to her can you put the phone next to her just
27:00so i
27:01can listen to her breathing
27:09that's fine thank you actually keep her awake keep a close eye on it just keep her awake and just
27:17keep
27:17a close eye on her okay just let me know if anything changes at all
27:22she's crying she's crying okay just let me know once the ambulance crew are there and then i can leave
27:29you with them all right i'll leave you with them
27:37bye bye well done emergency call handlers are the first responder people think of the first
27:48responder as the first person on scene but actually it's the person that picks up the phone and their
27:54role is so overlooked i think it's really important for me to tell them at the end of every shift
28:01really
28:01appreciate what you've done because i do i'm not just saying it because i'm a manager
28:07i'm saying it because i've done the job myself i know how hard it is
28:12go home yeah go home sleep
28:18right thank you for tonight guys see you later you can have had abusive callers all night you can
28:30have had a really busy difficult shift but one call can make all the difference
28:37you sort of go oh yeah that's that's why we're here that's why we do this job
29:07i was just walking up and the guy's just falling from the roof
29:13i think you've died
29:26i will cheers my love it's the start of the tuesday night shift for dispatcher john
29:32and the rest of the team in control you're out on your screen i've got 15 how many you've got
29:4021 21 21 and are we at csp level four yeah csp four a busy day shift has left 197
29:48patients still
29:50waiting for an ambulance across yorkshire and pushed the service into clinical safety plan
29:56four the highest level of alertness the oldest job i've got at the minute is from 11 57 a cat
30:03three
30:04out of leeds so that's over six hours old at the minute due to demand exceeding available resources
30:11the service will no longer send ambulances to some less critically ill patients i've got a 12 46 cat 3
30:19in featherstone and then a cat two from just before five that's way out of target so just waiting for
30:27crews to book on duty now
30:35wakefield crew 1707 sam
30:39and tom will be one of 281 ambulances working to help clear the backlog of patients all ready yeah
30:49absolutely nothing out raring to go
30:561707 good evening i've got an outstanding cat two at pontefract for you it's for a
31:0145 year old male taking an overdose on medication you've got details you can get rolling
31:14sam and tom are immediately dispatched to the category two patient who has already been waiting
31:20an hour for an ambulance it's a 45 year old male um alcoholic has taken 15 tablets of medication with
31:28intent to uh self-harm they are 14 minutes from scene because we've had this call waiting for so long
31:36they activate a charcoal i can usually give for this type of overdose if the country indicated and i
31:41wouldn't be able to give it and it's one of these little houses back i think
31:52is
31:53hello hello hello is it sean yeah do you all live with him yes sean can i do some checks
32:02on you
32:02while tom's having a chat with you is that okay we'll have a chat we'll get to the bottom of
32:06it
32:06Yeah.
32:07He took 15.
32:08I took 15.
32:0915 of his tablets?
32:11Yes.
32:12I don't really, you know.
32:14Have you had to drink tonight?
32:15He's had a drink all day.
32:17He's been out all day.
32:17Have you had what you normally would have, Sean?
32:20He's come home more.
32:22It's a bit of our jump, then.
32:23Yeah.
32:24Has he done anything like this before, or has he come home and taken tablets?
32:28No, never.
32:29Do you struggle with your mental health, Sean?
32:32Erm, yeah.
32:34Yeah.
32:35I probably do.
32:36And what do you think's brought it on tonight that's made you take these tablets?
32:41Well, let's face it.
32:43I'm dressed like a blue leopard in this town.
32:47Have you got any other medical problems, Sean?
32:51Well, I've got advanced liver disease.
32:53Yeah.
32:55And I've been in rehab.
32:56Did they not give you a plan when you left rehab?
32:58No.
32:59Nothing.
33:00So has it taken us being released and rehab?
33:02Have we kind of gone downhill again?
33:06No, I haven't.
33:07Need you to have a little bit of something to eat because your blood sugars are a bit on low
33:10side.
33:10Oh, you could do with a bit of a sugary drink?
33:12Yeah.
33:12I mean, you're going to have to go up to hospital, Sean.
33:15It would be classed as a...
33:16I know, but I'll be waiting hours.
33:18I used to work for NHS and I know you guys.
33:21Did you?
33:22What did you do?
33:23I was a porter.
33:26Oh, lovely.
33:27And the only concerns I have is if you've got advanced liver disease already and you've
33:32taken an overdose of tablets, your body's not going to process the tablets as I should.
33:36So we need to go up and have some blood test done and see if there's any medications hospital
33:41can give you to try and reverse any side effects.
33:43Oh, look at that.
33:45Lovely.
33:45Have a bit of that jam sarnie then, Sean.
33:48Oh, yeah.
33:49That should do job.
33:50They just need to be up a little bit more.
33:51I just feel, you know, that I've lost my way a bit of it.
33:56Would that be understandable?
33:58Yeah.
33:59It's not too late to make those changes and you've done it once before, so...
34:03I know.
34:04Finish that bit of your sandwich off then and we'll get going.
34:07It's a waste of everybody's time here.
34:10It's not a waste of anybody's time.
34:12We're here for everybody.
34:14I know you are.
34:16And that's a great thing about you, isn't it?
34:18It is.
34:19Isn't normally this nice?
34:28I'll just sit it up for you, Sean.
34:32Get your bum right up here then.
34:34If you've been on them too many times, you'll know.
34:36I'll wear your shoes on.
34:38That's a good man.
34:39I bet you're old, mate.
34:41We do.
34:41You're a lovable rogue, aren't you, Sean?
34:44Right, I'm going to get us up to hospital, Tom.
34:46I'll be in back with you.
34:48I'll keep an eye on you.
34:49I never speed.
34:50I'm so good.
34:59Do you feel like you're taking these tablets intentionally, Sean?
35:05Yeah.
35:07What's the reason you've taken them tonight?
35:09All right.
35:10Well, what can we say?
35:12I've cried for him.
35:14God bless you.
35:19You do get more mental health on a night shift.
35:24Especially if people use drugs or alcohol as a way to cope.
35:28I can relate to those people.
35:34I've had people close to me who've suffered with addiction issues.
35:40It's easy for people to say, oh, they're just a drug addict,
35:42or they're just an alcoholic.
35:44But you're not seeing the person that they are.
35:49That's why I signed up to do this job.
35:51And what drives me is just to help people.
35:56It doesn't matter the circumstances.
35:59We're there to help.
36:03Do you want a wheelchair to go in, will you?
36:05No.
36:06Are you walking in right then?
36:09I apologise.
36:33Ambulance.
36:33Is the patient breathing?
36:35Is patient awake?
36:38OK, tell me exactly everything.
36:39I'm going to stay on the line with you.
36:40I want you to watch very closely for me.
36:41She does become less awake and she comments just quickly there on the side.
36:44But if she gets worse anyway, just tell me immediately.
36:46Right, I'm organising the help for you now.
36:47Just stay on the line.
36:49It is nearly three hours into the shift
36:51and the service still remains in CSP Level 4.
36:56They will be trying to get a crew there as soon as they can.
36:59Just make sure that somebody's there to wave down the ambulance crews.
37:03I'll leave you with them, OK?
37:05Call handlers have already answered more than 500 new calls
37:09since the shift began, with a backlog of over 130 patients
37:14still waiting for an ambulance across Yorkshire.
37:18When you get a crew clear, will you shout me?
37:20Yeah, Rob. Because we need to put the person from Sartre to the prison.
37:26Right, okie-dokie.
37:29Are you free, John? Ciaran? Yeah, yeah, yeah.
37:32Just to let you know, we now have crews that are waiting
37:35at Pinderfields Emergency and at LGI.
37:38We've got quite a few queuing now,
37:40so if you could ask all the crews to look for alternative pathways.
37:42OK, thank you. Thank you.
37:51How many people are hurt?
37:57Two. One of them's out the car on the floor.
38:01One person's trapped.
38:0312.25.8, Remy, love.
38:05Put you on an RTC.
38:08Two cars head-on.
38:11At 60 mile an hour.
38:13Yeah, Roger, thank you.
38:14Have we got any crews en route yet?
38:1715.12. I'm rolling them towards it.
38:20John, HeliMed are going as well.
38:22HeliMed's en route as well from Nostal.
38:27All received, thank you.
38:2912.25. Operational Commander Remy
38:32is immediately dispatched to the road traffic collision
38:35and is six minutes from scene.
38:40She is specially trained to manage large-scale incidents
38:43and will coordinate all medical resources on scene.
38:4712.25, go ahead.
38:50Quick care paramedics just saying we've got basics available,
38:5410, 15 minutes if you want them setting off.
38:56That's perfect, thank you very much.
38:58Yes, please, Mike.
39:01Despite the stretched resources across the service,
39:04the seriousness of the incident means that Remy
39:07will be joined on scene by six police vehicles,
39:11two fire engines, two ambulance crews,
39:15two pre-hospital emergency doctors
39:18and a Yorkshire Air Ambulance.
39:24On the arrival at your destination.
39:44Hello.
39:45Is this the one that's trapped?
39:46Yeah, he can't get out.
39:47OK.
39:52It's been a lot of pain, this champ.
39:53Yeah.
39:54Looks like it's a mid-shaft fever, at least.
39:56And bottom half of his leg looks mangled at the bottom,
39:59but we can't get to it because he's physically trapped.
40:05What are we thinking?
40:06We've got injuries-wise.
40:07Yeah, I think abdominal bleed, I think possibly pelvis.
40:11We've done a primary survey, yeah.
40:1312.25, just looking to see if you've got a clinical update.
40:16Two patients, both going to be requiring major trauma.
40:21I think Leeds is probably going to be our nearest from here.
40:25I can ring ahead and check LGI are able to accept both.
40:28Yeah, please, both patients.
40:33LGI, we've got two patients triggering for major trauma.
40:35Patient one is a fractured pelvis with abdo injury and chest injury.
40:40And patient two is a fractured femur,
40:41which is described as a mangled lower leg.
40:46OK, OK, I'll let them know.
40:4812.25, go ahead.
40:5012.25, they're happy they can accept both patients.
40:56Yep, not a problem.
40:59LGI are expecting you.
41:01We've got a pelvic binder ready.
41:02It's ready to go.
41:04We are just currently loading our first patient.
41:07Journey time is probably about 10 minutes on blue light,
41:10so approximately 15 minutes.
41:12No worries, thank you.
41:14Just a little bit of a bump.
41:15With the first patient now en route to Leeds General Infirmary,
41:18the team are trying to free the second patient who is still trapped.
41:27I presume they'll give you an update about this one.
41:30He's all...
41:30So we're just concerned about the foot.
41:32Yeah.
41:32Can you see where it's...
41:34They can't...
41:35They've had a quick feel underneath.
41:37Yeah.
41:37It does feel like his foot's kind of wedged a little bit.
41:42Is the chair all the way back at the minute?
41:44Yeah, we can't.
41:45Can't get...
41:46They're free.
41:48Feet are free.
41:48Feet are free.
41:49Yeah.
41:50Ready, guys.
41:52Oh!
41:55Oh!
41:58Oh!
42:00Oh!
42:02Oh!
42:06I'm going to follow you up because there's a kit all over the place,
42:09so I shall see you at LGI.
42:19Ambulance service.
42:20The taste of breathing.
42:22I'm breathing.
42:24It's quite light.
42:27It will live.
42:30OK.
42:31Are you on your own?
42:34Yeah.
42:36Open call, open call.
42:38Hello, Wakefield resources.
42:39If anyone can clear for a confirmed Cat 1, Nottingly.
42:43Confirmed Cat 1, Nottingly.
42:45If anyone can clear, current run time, 19.
42:48One, nine minutes.
42:50Anyone closer, please clear.
42:52An ambulance has automatically been dispatched to the Category 1 call,
42:56but due to stretch resources,
42:58the nearest crew are 18 minutes away,
43:01well over twice the target time of arrival,
43:04which is within seven minutes.
43:08Twelve in at Pinderfields General waiting to hand over,
43:12so I've got no-one closer to centre this.
43:15And with ambulances stuck in queues outside hospitals in Leeds and Wakefield,
43:21nearly 60 patients are still waiting for a crew to arrive.
43:25We've been waiting for seven hours.
43:28She's 91 years old.
43:30I just wondered if it was on its way.
43:33We have had an exceptional demand on the service throughout the year.
43:37We have been very busy, I'm afraid.
43:40Is the patient breathing?
43:43Yes.
43:43OK.
43:44I bet he's really cut his arm terribly.
43:46They are assembling an ambulance, but not for a while.
43:50You all right?
43:51Yeah.
43:51Oh, that frightened me then.
43:54I thought he'd gone.
43:58It has now been 40 minutes since John dispatched an ambulance
44:02for the Category 1 patient in Nottingley with difficulty breathing.
44:07But the crew has yet to arrive.
44:111704.
44:12I've just seen you still trying to get off motorway.
44:16We've just hit roadblock after roadblock.
44:19This works all over now.
44:21Normally, they give us, like, a warning,
44:23so I'd say, all right, you need to come off here.
44:26I don't know how we can approach it from any other way.
44:29We should be there within seven minutes.
44:32We're currently looking at a 40-minute ETA.
44:3640.
44:39Ryan, they've gone along 62 to A19,
44:43come back, couldn't even get north because that's shut.
44:48So, both directions are shut.
44:50Yeah.
44:51The Follett diversions just basically go to a dead end.
44:54Yeah.
44:55What motorway's shut?
44:57M62 and A1.
45:01So, 46 minutes so far.
45:04They're now down at Barnesdale Bar, that crew.
45:07They're what?
45:09Too thin, hell.
45:11So, they've gone all the way down to Barnesdale Bar?
45:12Yeah.
45:14Well, miles away from it.
45:18John, they're in Cass at a minute at 17.07.
45:21Yeah, let's see if they can cut through Castleford,
45:24because they shouldn't have to go near a motorway then.
45:26Yeah, I'll have a look.
45:33Sam and Tom are currently en route to a Category 3 call in Castleford,
45:39eight miles to the east of the Category 1 patient.
45:43Oh, stand down.
45:44Ah.
45:46Voice accept.
45:48Stand down, acknowledge.
45:49Going clear.
46:00The trouble is, you need to stay off the A1 and the M62.
46:07Because I've had a crew running on this so far for 45, 50 minutes nearly now.
46:13Oh.
46:15Yeah, Roger, that's all received.
46:17We will try and avoid the route that you've just given us.
46:22Unexpected road closures on the A1 and the M62
46:26have left the first ambulance dispatched unable to reach the patient's location.
46:34With a response time already over seven times longer than the target of seven minutes,
46:40Sam and Tom are diverted to help find an alternative route.
46:47It's been in since 0054, that's nearly an hour.
46:51That's really bad, that.
46:52For a Category 1.
46:53Right, let me put it in on ways.
46:56Let me just pull over on it, yeah.
47:00Right, it's given me another route here.
47:03So it's taken a step up.
47:04Is that through the services?
47:06Erm.
47:08Yeah.
47:13I think they're just struggling with all the road closures, but don't worry, it shouldn't
47:18be too much.
47:18I'm going to get a taxi.
47:231707.
47:24Right, for info, they have tried to cancel us.
47:29Because the patient is now going to get into a taxi and go.
47:33John, leave the crew on it, because they're not going to be able to get a taxi anywhere
47:36near it, because all motorways are closed.
47:38Oh, right, yeah.
47:38So stand top one down, but if we can leave 1707 on it.
47:42Yeah, we'll do.
47:431707.
47:44Right, we're going to leave you running just in case.
47:46A clinician's bringing them back, John.
47:48And we've got a clinician giving a call back.
47:50Because she was panting on the phone to AMD with patient.
47:55Yeah, Roger, we're plotting at 1.6 miles away, so we're out four minutes to this job, so
48:00we'll let you know when we arrive.
48:03They're just asking us to go through, like, this right-hand lane next to the service station.
48:08Yeah, it says you're here.
48:14Take the next right.
48:34Yeah, so we've popped it into our sat-nav, which accounts for the road closure, and this
48:39is the road that has brought us up, so it says we're 0.7 miles away at the moment.
48:44I'm just following you now.
48:46You're on, like, a track.
48:47Just keep me updated on how you're going, because you will come up and over the 62.
48:52So, hopefully, it's not got any gates on it, of it.
48:57Yeah, I mean, the road is a bit of a dirt track.
49:00It's not very ambulance-friendly, but so far, all the gates are open, so we'll see how much
49:04progress we can make.
49:07Oh, this is unbelievable.
49:15The ringers, when they desperately need us, when they've got nowhere else to turn.
49:22They'll be watching that clock waiting for us.
49:25I can only imagine how anxious and scared they must be feeling.
49:33You want to help these people as quickly as you can, but sometimes things are beyond your control.
49:46All right, this is looking a bit more promising.
49:53Apart from that big fence end.
49:57We can't get past this.
50:00It's big blocks.
50:03Hello, just to let you know, we've followed this dirt track down, and there's, like, concrete
50:08bollards at the ends.
50:10Received.
50:12I'll let you dispatch it over.
50:14John?
50:17Santa Highways at the moment, they're going to ring the site themselves, and if we need to,
50:22we'll get access through the roadworks.
50:24Well, at the moment, the crews are putting into their own sat-nav.
50:28Is this 7-107?
50:30He says that he's encountered some concrete bollards, and he's got to turn around, so he's
50:35going to be able to go that way.
50:36Right.
50:38Highway's a good draft to open road.
50:40Yeah, they're going to have to let us through.
50:41Yeah.
50:41I'm on it.
50:45Concrete bollards are blocking the track, making the motorway bridge inaccessible for
50:49the crew, who must turn back.
50:53Meanwhile, for the Category 1 patient, the wait for an ambulance has now stretched to an
50:58hour and four minutes.
51:02John?
51:04It's about to Highways.
51:05They're going to let the ambulance through, so they need to go back onto the A162, and
51:08there's going to be someone to let them through.
51:11Receiving.
51:1317-07, if you make your way back to the round that the service is on, they're going
51:20to let you through.
51:21Just let the crew know that the Clinic Club have spoke to her.
51:24She's got a history of heart attack.
51:27The clinicians are leaving it as a cat wonker, so I believe she might be having another.
51:3117-07, right, further update for you.
51:35The patient's got a previous history of myocardial infarction.
51:41And the Clinical Hub believes she's having another one at this time.
51:48We need to get to this patient, over.
51:51I'm going to go on to there, if I can.
51:53And that's it.
51:58I just don't want to squint to that home fair.
52:17We've now made access to the A1, which was originally closed.
52:25We're on the path down to the address now.
52:28Brilliant.
52:29Yeah, I can see where you're tracking.
52:30Thank you, Wilbur.
52:32Thank you very much.
52:41Hello, ambulance!
52:44Hello!
52:45Hello!
52:46Is it Benita?
52:48Oh, bless you.
52:49You've been waiting a long time for us, haven't you?
52:51Yeah.
52:52Can you tell us what's been going on then, Benita?
52:59And what time would you say that started this morning?
53:0310 o'clock.
53:0410 o'clock.
53:06Can I have a quick listen to your chest, Benita, sir?
53:08Is that OK?
53:09Are you diagnosed with any breathing problems, any COPD, asthma?
53:13I had a heart attack a few years ago.
53:15An heart attack, OK.
53:16I haven't been as bad as this.
53:18Put some nice deep breaths on you.
53:19I'm going to pop some stickers on you while Tom does that all right.
53:23Have you had any chest pain today?
53:25Constantly.
53:26Constantly?
53:27Any new pain today?
53:29No.
53:30No.
53:30Is there anything that's making you think it could be another heart attack?
53:34No, I don't think so.
53:36You don't think so?
53:38I'm going to say your chest, Benita,
53:40it sounds very crackly on both sides,
53:43on your bases of your lungs and in your upper lungs as well.
53:46I think we'll start you on the nebuliser
53:48and help your breathing a little bit,
53:50because you've got a little bit of a wheeze going on.
53:52Is that OK?
53:53OK.
53:53Just sit nice and relaxed for me.
53:58So this is just to help with your breathing a little bit, OK?
54:05She'll be fine, don't worry.
54:07Does your breathing feel any easier
54:09since you've had that nebuliser?
54:11Slightly.
54:12Slightly.
54:13Easing a little bit.
54:14Because at the moment,
54:15I think you've got quite a nasty chest infection,
54:17possibly pneumonia going on.
54:19Very sore.
54:20And you've got a temperature as well.
54:22And your heart rate's going a little bit quick.
54:25So we'll want to get you up to hospital, OK?
54:35I'll take you back for you.
54:36Right, bob yourself up on that bed, Bonita.
54:38Get your bum all the way up into that crack, OK?
54:41That's it.
54:41Bob yourself round up on bed.
54:43Don't worry about your feet on sheets.
54:47Right, I'm going to put back up, Tom.
54:48Yeah, no worries.
54:49I'll get some fluids for you.
55:05Right, I'm going to go book you in, OK?
55:08So I'll leave you with these guys.
55:10You're welcome.
55:10No, that's what you've done.
55:11No, that's fine.
55:12That's what we're here for.
55:13Eventually.
55:15Aw.
55:16Right, I'm going to go book in, all right?
55:18Yeah, thank you.
55:19Take care.
55:311707, go ahead.
55:34Yeah, just an update on that last job for you.
55:36So we finally did get access to Bonita's caravan.
55:40Not a very well lady.
55:41I think she's potentially got quite severe chest infection or pneumonia.
55:45The main thing is that we've treated her
55:47and got her into resus at hospital.
55:50I'm going to say brilliant,
55:51but I suppose pneumonia, chest infection ain't good.
55:55If it had been anything worse than what it was,
55:58outcome would not have been good at all.
56:00Absolutely.
56:02Yeah, definitely.
56:02An hour and 23 minutes and 52 seconds it took us to get to her.
56:08Well, thank you very much for navigating
56:11us through some very tricky roads,
56:13and I'm glad we managed to get there in the end.
56:16I will leave you to finish up your paperwork,
56:19press clear when you're ready,
56:20and I'll stick a new one on your screen, over.
56:23No worries.
56:23That's all received, and we shall talk to you soon.
56:40On a night shift, I know that I'm helping people
56:43when they're the most vulnerable.
56:45They've made that call because they need you.
56:48They need you in that moment.
56:52If we give up, we're letting the patients down,
56:55and that's not what we're about.
56:57We're about helping people.
57:01Things aren't always straightforward sometimes,
57:03and we might run into obstacles,
57:06but we will get there.
57:08Yeah.
57:10If not now, it's soon.
57:15And whatever is right for you will guide you through.
57:23If not now, it's soon.
57:29Whatever is right for you will guide you through.
57:38If not now, it's soon.
57:45Whatever is right for you will guide you through.
58:01Details of organisations offering information and support
58:05with addiction, mental health or self-harm
58:08are available on the Action Line pages of the BBC website.
58:25to launch people to draw.
58:26Don't forget to see you on the Action Line.
58:27Get to the clarinet line for the diagnosis.
58:27I'm gonna make sure you guys get filled.
58:27And we'll be right back.
58:27No, no.
58:27No, no, no.
58:27No, no.
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