A QUICK-thinking switchboard operator has been recognised after helping a caller access care and support in their hour of need.

Cheryl Jones, who works at Glan Clwyd Hospital, has won a Seren Betsi Star award after she offered kindness and compassion to a caller experiencing a mental health crisis.

Cheryl, who has worked at the Bodelwyddan hospital for more than 25 years, kept her caller on the phone for almost 20 minutes while specialist support and advice was secured.

After accessing mental health services, the caller then got back in touch with the switchboard team to thank Cheryl for her kindness, prompting her line manager Karl Roberts to put her name forward for the award.

Karl said: “I want to highlight the important job that Cheryl has done, Cheryl’s a really popular member of the team, she’s always chatty and willing to help anybody, and I just wanted to promote the good work that she and her colleagues have done.”

“We do get calls from people who are in a difficult place and need help, and these guys do a fantastic job of trying to get them the care that they need."

“They take responsibility for a lot – taking calls about bleep messages, caring for families who just want to know how their family members are. There’s a lot of pressure on them and people probably don’t realise that.

“I just thought it was important to highlight the fantastic work that Cheryl and her colleagues do.”

The Seren Betsi Award is presented each month to a member of staff, team or volunteer in the Betsi Cadwaladr University Health Board (BCUHB) in recognition of their efforts to go above and beyond.

Glan Clwyd Hospital’s switchboard receives on average more than 5,000 calls a day.

Cheryl, who has worked in the switchboard for the last two years years, said calls from distressed or concerned patients and their families was a routine part of her work

Cheryl said: “We regularly get calls from people reaching out for help. The team work extremely hard to do what we can to help everyone who calls, and this award really reflects all of our work to do what we can to support colleagues throughout Glan Clwyd.”

The free and confidential C.A.L.L Mental Health Helpline is available 24/7 to provide emotional support and signposting to local services.

Telephone 0800 132 737, text ‘Help’ to 81066, or visit www.callhelpline.org.uk