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It鈥檚 a dramatic start to the shift for the charity-funded Helicopter Emergency Medical Service (HEMS), who are monitoring the calls made to the North East Ambulance Service. An urgent call is received for a car that鈥檚 fallen from a bridge onto the A1. Critical care paramedic Jemma and pre-hospital doctor Kate are dispatched to deliver hospital-level emergency care to the patient on the roadside.

Across Northumberland, crews are booking on for the 12-hour day shift. Crewmates Andrew and Danielle respond to a call from a gentleman who is concerned for the welfare of his 81-year-old neighbour, who he believes is struggling to take care of himself. Keen to hold on to his independence, the patient is reluctant to accept any external help from carers, but he is happy to speak of his past achievements as a furniture designer who once met the Queen.

In control, a new call is being answered every 16 seconds. Call handler Tracy takes a distressing call from an elderly woman who can no longer care for her husband alone. The caller is inconsolable as she speaks of the difficulties in accessing care and the impact it鈥檚 having on her mental health.

Almost halfway through the shift, call volumes have doubled. The service is really starting to feel the pressure when a flurry of calls are received about a suspected gas explosion in Sunderland, triggering a major incident response. Thirty-eight emergency service resources, including the HEMS team, are dispatched to the scene. The property is completely destroyed, with the number of causalities unknown at first.

As the shift draws to a close, a call is received for a man who has fallen backwards while moving a slot machine. Crewmates Simon and Jamie are immediately dispatched. Unable to see for himself the extent of his head injury, the worried patient seeks reassurance from the crew.