Severe winter weather can turn an everyday situation into a serious emergency. For Pam Brown and her husband David, the recent cold snap quickly became life-threatening, but thanks to the fast, selfless action of Bluebird Care Lancaster and South Lakeland carers, Pam was able to stay safe and well at home.
As temperatures dropped across the UK this month, Pam and David were returning home one evening, with icy surfaces and darkness making conditions tricky to navigate. While transferring Pam from the car to her wheelchair, Pam slipped to the ground.
David, who has health conditions of his own, was unable to lift Pam from the ground. With temperatures dropping rapidly and nobody else nearby, the situation quickly escalated. As time passed, the risk of Pam developing hypothermia increased due to her existing health issues, and the couple faced the frightening reality of a medical emergency without anyone else around to help.
David acted quickly and contacted the out-of-hours emergency line for her home care provider, Bluebird Care Lancaster and South Lakeland. The Duty Officer on call, Ritika, responded immediately, identifying the urgency of the situation and mobilising support within minutes.
Two carers who knew Pam well quickly volunteered. One, Helen, sought permission to leave a lower-risk visit early. The other, Rachel, was not on duty but agreed to attend immediately, insisting she did not want to be paid and that Pam was her main priority in the emergency. Despite the severe weather and late hour, both arrived quickly.
In the meantime, David had also called 999 and activated Pam’s Lifeline emergency button. While the emergency responders initially struggled to locate the property in the dark, the Rachel and Helen knew exactly where they were going and arrived quickly.
When paramedics arrived, they identified early signs of hypothermia, which would normally be followed by admission to A&E. However, Rachel and Helen knew Pam well and were familiar with her strong wish to avoid hospitals wherever possible. Observing the carers’ skills, their familiarity with Pam’s condition, and their calm, confident approach, the senior paramedic agreed to allow a short window for them to safely raise Pam’s body temperature on location.
Working together as a team, Helen, Rachel, and the responder were able to get Pam carefully lifted, transferred indoors, and gradually rewarmed using a shower, towels and a hair dryer. With plenty of reassurance and encouragement, Pam gradually recovered enough to enjoy a hot drink in her own bed. Following an assessment, paramedics confirmed she was “fit to remain at home”, avoiding an unnecessary admission to A&E.
Reflecting on their teamwork, Rachel said:
“We just did what we have been trained to do in unexpected situations. We were all in the shower at one point! But it is nice to be recognised, especially by people outside our team who don’t necessarily see what we do every day.”
Pam also offered her thanks to Rachel and Helen:
“What can I say? Both of you were magnificent. With you, I just felt so safe.”
Rachel and Helen’s actions were formally commended by a senior member of the ambulance crew for their professionalism and effective intervention.
Rob Smith, Senior Paramedic wrote to the Bluebird Care Lancaster and South Lakeland team the following morning:
“I feel compelled to email you regarding the exemplary care given by two of your staff last night. In my clinical opinion their actions contributed to saving the patient’s life from serious hypothermia. These carers made [Pam] comfortable and lifted her spirits greatly, so much so, the patient was eventually left at home as was her wishes.”
“I do not use the words lightly, their swift action saved a life”
Alyson Hartlebury, Registered Manager of Bluebird Care Lancaster and South Lakeland, added:
“We always support our carers to do their best. We have some great people working here, such as Rachel and Helen, and to see evidence of how they put their skills and training into practice to such significant effect is hugely gratifying. I am so proud of them, as well as our out of hours Duty Officer Ritika who was able to act so swiftly and support Pam during her emergency.”
This incident highlights the vital role skilled, responsive care can play in keeping people safe at home, even in life-threatening situations. Rapid out-of-hours response, carers who knew the person they were supporting well, and close cooperation between social care providers and emergency services not only delivered the best outcome for Pam, but also helped to reduce avoidable pressure on already overstretched hospitals.
