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Victim Thanks Call Handler after Living-Saving 999 Call

Alert message sent 06/03/2019 17:59:00

Information sent on behalf of Cleveland Police


Victim Thanks Call Handler after Living-Saving 999 Call

A man who received life-saving medical help when he could not speak on a 999 call has personally thanked the operator who took the call and saved his life.

Stephen McClaren, 63, dialled 999 on Saturday 16th February after suffering a medical episode. Due to his medical condition he was unable to talk, and instead, tapped to let the call handler know he was there.

Sopra Steria call handler, Kathryn Longstaff, who carries out the role in Cleveland Police Control Room, instantly knew something wasn’t right when she answered the call and put her skills to the test by communicating with Stephen by asking him a series of questions, who was only able to answer ‘yes’ or ‘no’ through tapping.

Thanks to the effective communication, Kathryn was able to alert the team to send the Medicar and medical services to his address for life-saving treatment.

Today (Wednesday 6th March) Stephen met Kathryn along with his daughter, Kendra, to thank her for saving his life. 

Stephen McClaren said: “I would like to thank Kathryn from the bottom of my heart. I would also like to thank the two officers who looked after me when they arrived at the scene, they were so reassuring.

“When they arrived I was feeling really ill and shaky, then we made eye contact for a few moments and the shaking stopped.

“I wouldn’t be here today if I wasn’t for Kathryn alerting officers and the medical services, I can’t thank them enough.”

Stephen’s daughter, Kendra McManus, added “Kathryn has saved my dad’s life, she is a true life hero and it has been amazing to be able to thank her in person. Without Kathryn my dad would not be here today and we will be eternally grateful.”

Call handler, Kathryn Longstaff, said: “It has been such a pleasure to meet Stephen and Kendra today.

“When I answered the call, I was just doing what I have been trained to do and I used my instincts and experience to communicate with him.

“It has been a very emotional day for all involved and knowing I have saved someone’s life is a feeling I can’t explain, I am just so happy that Stephen got the medical help he needed to keep him alive.”


 
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Adrienne Maddison (Police, Corporate, Communications Unit)

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