July 27, 2015

Verbal Attacks: A Frequent Occurrence for Welsh Emergency Call Handlers 

Verbal abuse of call takers and hoax calls abusing the emergency 999 service are an everyday occurrence in the North Wales call centre. Because of the nature of the service, call handlers can't hang up and have to listen to the abuse before making a decision on the level of priority to give the call.

Two years ago the Welsh Ambulance Service Trust (WAST) joined forces with local health boards, police and the Crown Prosecution Service to crackdown on verbal and physical abuse of all NHS staff in Wales.

Dealing with difficult telephone calls and delivering unwelcome news