At DHU we like to highlight the amazing work our people do for you.
Whether delivering care or supporting those who do, with us, our colleagues always put the patient first.
Here is a message from one of our partners about Nikki, a DHU Dispatch Controller in Northamptonshire, who pulled out all the stops to ensure this patient got the help they needed quickly and effectively. In their own words…
“I wanted to share some positive feedback regarding Nikki, who was providing administrative support on a night shift in July 2026.
“During the shift, a vulnerable adult attended the Out of Hours service requesting assistance in finding a taxi. However, it quickly became apparent that there were significant safeguarding concerns surrounding the individual.
“The patient had travelled from Liverpool to Northamptonshire for a personal meeting with a male that she didn’t know for intimate, exploitative reasons. Initially, she stated that she was simply lost and required directions to a taxi rank.
"The care and protection she needed..."
“Nikki demonstrated excellent situational awareness and recognised that something did not seem right. Rather than simply directing the patient to a taxi, she appropriately explored the situation further through sensitive questioning, which enabled her to identify the initial safeguarding concerns regarding the young woman's welfare.
“She then acted proactively with great professionalism, contacting the individual's care facility to gather relevant background information. This provided the Emergency Department (ED) with the information required to initiate the appropriate safeguarding processes. Nikki also ensured the patient was brought to the ED as a place of safety, where a social admission was made that ensured further support from Social Services.
“Had Nikki not trusted her instincts and taken the time to investigate the situation further, and instead simply directed the patient to a taxi rank, there is a real possibility that this vulnerable individual could have been exposed to further exploitation or significant harm.
“Nikki’s professionalism, initiative, compassion and commitment to safeguarding undoubtedly contributed to ensuring this patient receiving the care and protection she needed. It was excellent to see the collaboration between the Out of Hours service and the ED to achieve the best possible outcome for our patients.”