At EMED, we know that delivering outstanding care isn’t simply about getting patients safely from A to B. It’s about treating every person with kindness, dignity and respect, whatever the circumstances.
Two recent stories from our Safe Care division perfectly demonstrate what compassionate care looks like in practice and why our colleagues receive so many compliments from patients, families and healthcare professionals.
Compassion that makes every journey count
A patient who travelled with EMED Safe Care every day for two weeks during a course of treatment wanted to ensure one crew received the recognition they deserved.
Travelling with crew CA28, the patient praised Christine, Shannon and Elliot for making every journey feel safe, calm and reassuring.
Christine carried bags, offered a steady arm when walking and always made sure the patient never felt rushed. Shannon and Elliot were recognised for their smooth, considerate driving, helping the patient travel comfortably throughout treatment.
The patient also highlighted the many thoughtful touches that made such a difference – ensuring they had eaten lunch and had enough fluids before travelling, helping to charge their phone, offering music if wanted and instinctively knowing when conversation would help and when quiet time was needed.
The patient said:
“They were wonderful. Christine carried my bag and gave me her arm to help me stay steady when I walked. They never arrived late and they all told me not to rush.
“They made sure I always had my lunch and fluids before we left and helped me charge my phone in the ambulance. Shannon and Elliot drove wonderfully. I’ve often felt unwell in ambulances on previous journeys but they both drove so smoothly that I didn’t feel bad.
“They all ensured I got on and off the ambulance safely. When I wanted to talk, they spoke with me. When I wanted to be quiet, they let me have my quiet time. They are three lovely people and I very much enjoyed seeing them. I hope if I need Safe Care again, I will get to meet them.”
Rising to the challenge in extreme conditions
Exceptional care is often defined on the most challenging days.
On Wednesday 24 June, another Safe Care crew – Arron, Debbie and Mark – found themselves caught in stationary traffic on the M25 for more than six hours following a major incident, with temperatures reaching 35.1°C.
Despite the conditions, the crew remained focused on what mattered most – ensuring their patient remained comfortable, reassured and safe throughout the delay.
Their professionalism, patience and calm approach meant the patient continued to receive the highest standard of care, despite the extraordinary circumstances.
The team also received welcome support from Michelle Jones, who brought them a freezer packed with cold drinks and ice lollies to help keep everyone going during the prolonged incident – a thoughtful gesture that was hugely appreciated.
Living our values every day
These stories are a reminder that outstanding patient care is often found in the smallest acts of kindness.
Whether it’s offering reassurance, recognising when someone simply needs quiet, helping carry a bag or remaining calm during hours of disruption, our Safe Care colleagues consistently demonstrate the EMED values of compassion, professionalism, respect and putting patients at the heart of everything they do.
The recent spell of exceptionally hot weather has added another layer of challenge for colleagues working on the frontline. Despite demanding conditions, our crews have continued to deliver safe, compassionate care, ensuring patients reach vital appointments and treatment with dignity and professionalism.
While this story celebrates two outstanding Safe Care crews, it is also an opportunity to recognise every colleague across EMED.
Every day, thousands of people across our Patient Care, Safe Care, Community Care and Courier Services divisions, alongside our control centres and corporate support teams, work tirelessly to ensure patients, customers and communities receive the very best service.
Whether you’re answering phones, planning journeys, maintaining vehicles, supporting colleagues behind the scenes or caring directly for patients, every role contributes to the care we provide.
To every colleague across EMED, thank you.
Thank you for your compassion.
Thank you for your professionalism.
Thank you for your resilience.
Most of all, thank you for making a positive difference to people’s lives every single day.
