Our Progress Lifeline service worker supports North West Ambulance Service paramedics during Covid-19 lockdown


Lorraine Duong In UniformEmergency Home Responder Lorraine Duong was thanked by paramedics from the North West Ambulance Service and Lancashire County Council’s social care officers last week when she went the extra mile to ensure a vulnerable customer was safe during the coronavirus lockdown.

After receiving a personal alarm activation from the profoundly-deaf Progress Lifeline service-user in Leyland, Lancashire, Lorraine was deployed by the Progress Lifeline's 24 hour emergency control centre to go to his home to check on his welfare.

Lorraine found the gentleman distressed, cold and feeling unwell. After establishing that the customer didn’t have any family to support him, Lorraine immediately set to work communicating with him via lip-reading, sign language and written questions and answers.

After making him warm and comfortable, Lorraine put in a safeguarding referral and called 999.

While waiting for the ambulance to arrive, Lorraine wrote down everything she had learned about the gentleman and his situation for the paramedics.

Lorraine’s notes helped the ambulance crew understand the crux of the issue a lot quicker and, while the paramedics took over the care of the customer, Lorraine, finding no food in the house, decided to go that extra mile and go shopping for the gentleman to make sure he would have some food and something to drink.

Between them, the paramedics and Lorraine also sent in a referral to the CATCH Team at Lancashire and South Cumbria NHS Foundation Trust which meant that a joined-up response from social services, the NHS and other health and adult safeguarding services could arrange intermediate care and resources for the gentleman while his needs are further assessed.

A post from one of the paramedics in attendance that day later appeared on social media thanking Lorraine for her support, “This absolute legend went out and shopped with her own hard-earned cash for a vulnerable patient this morning. Helping us out as a crew massively as well. The world needs more people like Lorraine #BeLikeLorraine! Good things are still happening folks. Well done Progress Lifeline!”

Laura Doyle, Emergency Home Response Manager at Progress Lifeline said, “Because of the joined-up response and fantastic teamwork between Lorraine and the paramedics that day, carers now visit our service-user four times a day, the correct medication has been identified and is being administered, a regular food parcel is being delivered to his home, a frailty nurse is in place, the heating in the service-user’s property has been fixed and our Progress Lifeline installers have identified further telecare to help him communicate with us should he need help again. This includes a vibrating alert monitor to alert him to phone calls and his doorbell.

“I am so proud of Lorraine and the service that Progress Lifeline provides to some of the most vulnerable people in our communities, it just shows now more than ever that this service really is a lifeline for people.”


Lorraine adds, “People are being asked to stay at home to protect ourselves and others, and I was worried about how or when the gentleman I’d been called out to would be able to get some food.

“After calling 999 and supporting the NWAS paramedics with understanding and communicating with the gentleman and making the necessary referrals, I took off my Emergency Home Responder hat, and, as any decent human being would have done, I went and bought the gentleman some food. I bought him what I thought my grandad would like as they are of a similar age; a roast dinner, sponge pudding, sausages in gravy and some milk and cereal. When I got back to his home, his eyes were smiling.”

Progress Lifeline provides 24-hour remote monitoring, personal alarm and telecare linked sensors, and an emergency home responder service with assistive lifting service in partnership with Lancashire County Council, the NHS, the North West Ambulance Service and Yorkshire Ambulance Service.
If you think Progress Lifeline could support you or someone you know, please visit their website at www.progresslifeline.org.uk to find out more.