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999 call handlers told to stop calling people 'Sir' and 'Madam'

999 call handlers could be told to stop referring to people as Sir and Madam - Cultura RF
999 call handlers could be told to stop referring to people as Sir and Madam - Cultura RF

Emergency call handlers could be told to stop referring to people as Sir and Madam in a drive to be more inclusive, it has emerged.

The London Ambulance Service is considering whether to introduce a new policy on the way callers are addressed, after transgender campaigners suggested the current system was outdated and could cause offense.

At the moment there are no hard and fast rules on how a 999 call handler should refer to members of the public.

Staff are simply told to be polite and use their common sense when talking to people.

But sources at the London Ambulance Service said bosses had not ruled out bringing in changes, which would see the use of Mrs and Mrs or Sir and Madam dropped in favour of more gender neutral terms.

The issue was raised at a conference of ambulance services organised by Lesbian, Gay, Bisexual and Transgender campaigners.

The London Ambulance Service said it is listening to its patients on gender issues
The London Ambulance Service said it is listening to its patients on gender issues

Jules Lockett, the head of emergency operations centre training at London Ambulance Service, and joint head of its LGBT network, told the conference that call handling staff were being "steered away" from referring to people by Mr or Mrs.

She said using phrases like Sir or Madam was "old fashioned customer service" and the service was now looking how to change that and "give some different words to use".

Instead it is thought names would be used where appropriate in order to avoid any confusion.

There are currently estimated to be around 140,000 people in the UK who identify as transgender.

According to the Gender Identification Research & Education Society (GIRES), the misgendering of a person can cause embarrassment for both parties so it is important that call handlers have guidance.

The group states that having a policy in place to avoid issues arising is particularly important for 999 call handlers, because they may have to deal with people reporting transphobic attacks.

They advise call handlers to ask someone how they wish to be addressed if they are in any doubt, but acknowledge that "in emergency situations, there isn’t always time for such niceties".

NHS bosses are keen to be inclusive
NHS bosses are keen to be inclusive

The advice goes on: "Inappropriate pronouns do cause stress, and may make an already difficult situation worse, thus lessening the chance of receiving accurate information.

"Clearly the most important issue when taking an emergency call is to obtain all necessary information in the shortest possible time, without giving offence."

A spokesman for the London Ambulance Service said: "We have not introduced a policy on the way callers are addressed, nor have we changed policy in relation to how patients are referred to during 999 calls.

"Of course, we listen to feedback from patients, staff and the public and we are continually looking at our policies to ensure we are using the most appropriate language when taking 999 calls in our Emergency Operations Centre."

Patricia Grealish, Director of People & Culture at London Ambulance Service said: “We celebrate and encourage diversity and aim for a working environment where everyone feels included and appreciated for their work.

“We have a staff-run LGBT Network whose work supports our staff and patients and promotes and improves LGBT equality and inclusion."