SHINING STARS OF COMPASSION - HAKIM AND GARY'S DEDICATION RECOGNISED AT GOSPEL OAK STATION

Working closely with the People Steering Group, formed of people from all areas and levels of the business to drive people-focused initiatives, Exchange Extra plans to celebrate ARL's shining stars all year round. Colleagues throughout the business are nominated daily for their compassion, teamwork, and dedication in the face of adversity. We begin by celebrating the amazing story involving Hakim Bouhedja and Gary Marshall.

On 25 January 2024, at Gospel Oak station, Hakim, customer host, was alerted to an elderly gentleman who had fallen between the train and the platform. Without hesitation, Hakim sprang into action, retrieving the first aid kit and rushing to the platform to offer assistance. Gary, customer service ambassador, quickly joined him, bringing the station wheelchair to provide additional support.

The situation was dire; the elderly gentleman, aged 80 and with a history of heart problems, was in severe pain and needed urgent medical attention. Despite efforts to summon an ambulance, including a frustrating nine-minute phone wait, the ambulance service declined to dispatch a vehicle, advising instead to contact 111 for further assistance.

Undeterred by this setback, Gary stepped forward, offering to transport the gentleman to the Royal Free Hospital in his own car. Recognising the urgency, Hakim accompanied them to ensure the passenger's safety and comfort throughout the journey.

Upon arrival at the hospital, Hakim's advocacy proved invaluable. Aware of the gentleman's medical history, he liaised with hospital staff to expedite the triage process, ensuring prompt medical attention for the passenger. This proactive approach undoubtedly contributed to the swift provision of care.

The commendation from Control and Pauline Lawler, service delivery manager, underscored the significance of Hakim and Gary's actions. Pauline said: "I nominated them both for the care that they showed towards the elderly gentleman after he fell & injured himself quite badly and for going the extra mile to ensure that he got to the hospital to get the necessary treatment. It's a great example of colleagues going above and beyond for the safety of our passengers."

Hakim also reflected on the experience: "Being nominated for the Shining Star Award and ultimately being recognised with my colleague, Gary Marshall, has proven to be an incredibly humbling experience. The incident presented a challenging situation, and our collective efforts to ensure the wellbeing of that elderly passenger reflected the core values held at Arriva Rail London.

"Admittedly, I faced overwhelming frustration and concern when the 999 operators chose not to dispatch an ambulance despite my repeated appeals. Something inside me told me I couldn't leave that man distressed without taking action. In that critical moment, relying on our initiative, we promptly organised alternative transportation, driven by a profound sense of responsibility and dedication to our passengers.

"Knowing that our actions had a significant impact, addressing both immediate medical needs and the emotional distress of the elderly passenger and his family, brings a profound sense of fulfilment.

"The Shining Star Award is not merely an acknowledgement of individual efforts but a celebration of the collaborative spirit defining our team at Arriva Rail London. I am sincerely grateful for this recognition and proud to be part of a company that values and highlights the commitment of its employees."