About us

The transition marked a shift from frontline care to a more behind-the-scenes role but one that’s just as critical in making sure patients receive the right help at the right time.

“What I love most is the variety and the chance to make a real difference whether that’s over the phone or by supporting crews on the road,” Ben says.

As a Clinical Paramedic Advisor, Ben works in the Clinical Communications Centre, where he provides clinical guidance over the phone to patients, paramedics, and other healthcare professionals. He triages calls, supports decision-making, and helps make sure every patient is connected with the right level of care whether that’s self-care advice, a GP appointment, or dispatching an ambulance.

From the frontline to the Clinical Hub

After years on the road, Ben was ready for something different but still wanted to make a tangible impact. The CPA role offered that opportunity.

“Moving into this role gave me the chance to develop my clinical assessment and decision-making in a new way, and to support my colleagues in the field. I’ve really enjoyed being part of the Clinical Hub especially as we continue to grow virtual care options and build a stronger system for everyone.”

Ben’s journey into the ambulance service was inspired by a personal experience. A close family member needed ongoing healthcare, and there were a few moments where they had to rely on paramedics.

“Seeing the professionalism and compassion they showed really stuck with me. It showed me how much of a difference the role can make for families in those moments and that really set me on this path.”

Stepping into the CPA role

Becoming a Clinical Paramedic Advisor isn’t just about having experience on the road. It requires specific training and assessment to safely make clinical decisions without seeing the patient in front of you.

“To step into the role, I completed an internal training pathway, including a block course, three weeks of mentoring and an assessment. You’ve also got to meet a certain level of experience, so the time I spent on the road as a paramedic was really important.”

That shift, from being face-to-face with patients to assessing situations over the phone came with a steep learning curve.

“You need to develop a different set of skills to build a picture of what’s going on without being there in person. It’s really improved my practice overall. Instead of focusing on one patient at a time, you’re seeing the bigger picture, deciding how best to manage multiple cases, support our crews, or escalate a response.”

A role that’s never the same twice

Like many in paramedicine, Ben thrives on the unpredictability of the job. Whether it’s a high-acuity call (a severe, complex, or life-threatening incident) or finding the best alternative care option for a patient who doesn’t need an ambulance, every day brings something new.

“There really isn’t a typical shift, and that’s what I love about it. One day might be full-on with urgent cases, another might involve a lot of problem-solving. I could be speaking with patients, supporting crews, or working with medical directors on complex situations. The variety keeps you on your toes.”

And when those tough shifts come along, Ben has found ways to unwind.

“Sometimes it’s just getting out for a walk on the beach or watching a movie. Staying in touch with friends, family back in the UK and colleagues here really helps me switch off and reset.”

Staying focused under pressure

Making clinical decisions without being on the scene requires confidence, clarity, and calm. For Ben, that comes from a mix of experience and teamwork.

“You learn to trust the training and focus on what you can control. The support from colleagues makes a big difference knowing you're not doing it alone really helps when things get challenging.”

That same sense of teamwork extends beyond the shift. Ben recalls one moment when he and his partner, Charlotte, came across police and fire crews working on a patient in cardiac arrest before an ambulance had arrived.

“We stopped to help and, working together with fire, we managed to gain ROSC (return of spontaneous circulation). We stayed with the patient until ambulance crews arrived. Moments like that remind you why you do the job.”

A new perspective

Working behind the scenes has changed how Ben views the wider system and deepened his appreciation for every part of the emergency response.

“I used to get frustrated sometimes as a paramedic, wondering why we were being sent to certain calls. But now I understand the complexity behind every decision. It’s about balancing demand and ensuring every patient gets the right response. It’s given me a broader perspective and made me more patient and understanding.”

The heart of the role

When asked what qualities are essential in a Clinical Paramedic Advisor, Ben doesn’t hesitate.

“You need to stay calm under pressure, communicate clearly and be adaptable. Supporting crews without seeing the patient yourself takes trust in your team and confidence in your judgement. It’s a collaborative role at its core.”

For Ben, the people are what make it all worthwhile: patients, colleagues and everyone working behind the scenes to keep the service running.

“What keeps me going, even when the job is tough, is the people. We work in a high-pressure environment, but we support each other through it. That teamwork and shared purpose is what makes the role so rewarding.”

"Every time I wear the uniform, it reminds me of the responsibility we carry, and the trust people place in us. It’s more than just a job; it’s about serving the community and supporting each other to give the best care we can.”