Emergency call handler in tears over thank you message

Emergency call handler who gave critical medical advice to family of baby boy who stopped breathing is left in tears after receiving emotional thank you message for ‘helping save his life’ on This Morning

  • Call handler and trainee paramedic Jen Watkins will appear on BBC’s Ambulance
  • She is seen in the programme giving life-saving advice to parents of a baby boy
  • Appeared on This Morning today where she received thank you from the family 

An emergency call handler who gave life-saving advice to the family of a baby boy who stopped breathing was left in tears after they sent her an emotional thank you message.  

Call handler and trainee paramedic, Jen Watkins, from the North West, was seen on BBC One’s Ambulance giving critical medical advice to the parents of newborn Luke as they waited for help.  

Despite staying calm on the call, Jen was seen breaking down in tears as soon as the ambulance arrived and she was comforted by her colleagues after hanging up the phone.  

Appearing on This Morning today,  Jen received a message from baby Luke and his family, thanking her for all her hard work with the ambulance service, and ‘her help saving Luke’s life’. 

Call handler and trainee paramedic, Jen Watkins, from the North West, was left in tears after  an emotional thank you message from the family of a baby boy she sent an ambulance 

Baby Luke, pictured with his family, stopped breathing and Jen’s life-saving advice before the ambulance came was critical to his recovery 

‘When you’re taking that call you know what your job is,’ said Jen. ‘I was like “Why are you crying?”. I was thinking of my own children, I thought I shouldn’t be crying, but [a colleague] said, “It’s fine, you’re allowed to cry”.

Hosts Eamonn Holmes and Ruth Langsford told Jen that the family had a message for her, with Luke’s parents saying: ‘A quick message to say thank you for all the work that you do and your help in saving this little one’s life, thank you.’ 

Viewers were moved by the heartfelt segment, with one writing: ‘Glad baby Luke is fine now and a healthy happy baby boy.’ 

‘These people are amazing I hope they also receive any help and support they might need’, wrote another. 

Viewers were moved by the heartfelt segment, with one writing:’Glad baby Luke is fine now and a healthy happy baby boy.’

A third said: ‘Paramedics, call handlers – respect them all. Anyone who helps others are angels on Earth. ‘ 

Jen who is training to be a paramedic, revealed that she took the job as a call handler when her ambulance placements were cancelled because of the pandemic.

‘We didn’t know the severity of what would happen with Covid. We were a couple of weeks in limbo,’ she said. 

‘Then we got the email to say the ambulance are looking for call handlers, would you be interested, please email back. I said “That’s what I need to do”. 

‘I was still working another job as well, working two jobs trying to juggle training and home schooling my own kids.’ 

Jen was emotional after receiving the heartfelt message which thanked her for ‘helping to save Luke’s life’

Jen, pictured on BBC One’s Ambulance, says her role has opened her eyes to how much call handlers do during emergencies

She said her role has opened her eyes to how much call handlers do during emergencies. 

‘I think for me going in as a student paramedic and taking on the role has enabled me to see how much of a help and how much a call handler is needed,’ said Jen. 

‘People just perceive them as “Oh we’ll book an ambulance, it’ll be here in a minute”, but it isn’t – you’re that first response, the initial point of contact.’ 

She added: ‘People can be frustrated with you asking questions, but you’re only doing it so you can get the appropriate help that person needs, in the time they need.’ 

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