Emergency Care Assistant commended for helping woman in mental health crisis

Laura Chappell was nominated by her crewmate, Drew McRae – a paramedic with 25 years of experience – who described her actions as “remarkable.”

In November, Drew and Laura were called to assist Police colleagues when the woman was in a high-risk situation. Police officers were attempting to engage with her and bring her to safety.

Recognising she was the only woman at the scene, Laura offered to assist after the woman asked to speak to her. Without hesitation, Laura made her way to speak directly to the woman, calmly approached her, and quickly built a rapport. After a period of reassurance and conversation, Laura persuaded her to step away from danger and walk to safety.

Laura remained by the woman’s side throughout the journey to hospital, offering comfort and reassurance until she was safely handed over to staff at Basildon Mental Health Unit.

EEAST’s specialist mental health response vehicle, with an EEAST clinician and a mental health practitioner, was also in attendance at this incident if further support was needed.

Drew McRae said:

“What Laura did on that day was remarkable. This was a high-pressure situation, but the way Laura handled it – with such coolness, care, compassion and professionalism – was exemplary.

“She remained focused on the patient and was able to quickly establish a good rapport which enabled her to talk her into going to a place of safety.”

EEAST Chief Executive Neill Moloney, who presented Laura with the commendation, said:

“Laura is a credit to the organisation and very deserving of this recognition. What she did for this patient was nothing short of remarkable.”

Laura Chappell added:

“I’m truly overwhelmed and honoured to receive this commendation. Having only been with the ambulance service for two years, this recognition means a great deal to me.

“I offered to help as I was the only woman on scene, which I believe helped me to build a rapport with her and support her in getting to a place of safety.”

Support available

If you or someone you know is experiencing a mental health crisis or feeling suicidal, the following support is available at any time:

• Samaritans – Available 24/7 on 116 123 or via email at jo@samaritans.org; listening support for anyone in distress, completely confidential.
• Shout Crisis Text Line – A free, confidential text service accessible 24/7: text SHOUT to 85258 for immediate support.
• NHS Urgent Mental Health Service – Call 111, select the mental health option; trained professionals can provide urgent advice and guidance. If you're in immediate danger, dial 999 or go to A&E.
• Safe Havens and Crisis Cafés – Many areas offer local drop-in centres for emotional support. Find these via the NHS Service Finder, contact your local MIND or via NHS 111, mental health option. These services are staffed by people who genuinely care and are ready to help – you’re not alone, and help is always available.
• Mental Health Urgent Care Department at Basildon hospital: Open 24/7, it offers a safe, calm and comfortable environment to anyone aged 18 or above in mid and south Essex who is experiencing a mental health crisis.