Celebrating more than 20 years of care in the community
North East Ambulance Service is marking its 20th anniversary today (1 July).
Although the ambulance service itself is much older, the service as we know it today was formed on 1 July 2006, following the merger of the existing North East Ambulance Service with the Tees division of the Tees, East and North Yorkshire Ambulance Service (TENYAS).
To mark the occasion, NEAS is celebrating the people who make the service what it is, and marking how much the service has changed in that time.
Looking back to 2006, Facebook had only just opened to the public, YouTube was becoming the place to watch videos online, and Netflix was still posting DVDs through people's letterboxes. Spotify didn't exist, so if you wanted to listen to music, you were either buying a CD or convincing iTunes to take another 99p from your bank account.
Demand was already high for NEAS back then – managing around 362,000 emergency calls, 250,000 incidents attended, and over a million patient journeys that year.
It was reaching 76% of its most serious calls – then called category A calls – within the then target of eight minutes and had a total turnover of £73 million.
Since then, the ambulance service has grown from a transport-only model to one that has upskilled its clinical workforce to meet the changing needs of the population and NHS system. NEAS was also the first ambulance service to trial NHS Direct, which later became the NHS 111 service we know today.
Over the last year alone, the service answered more than 1.475m emergency 999 and NHS 111 calls, with more than 298,000 patients taken to hospital, more than 56,000 patients treated and discharged over the phone and more than 143,800 patients treated and discharged at home. It responded to more than 40,444 C1 serious and life-threatening incidents in an average time of 6 minutes 17 seconds.
Rather than being taken straight to the emergency department, more patients are now treated over the phone or in their own home and new pathways have been developed to provide better alternatives to A&E.
Andrew Hodge joined what was then Northumbria Ambulance Service in March 1995. Having moved around the NHS in a variety of clinical roles, he returned to NEAS three years ago as the Trust’s first director of paramedicine, a new dedicated paramedic voice on the board to help guide the clinical direction of the service.
“When I look back at when I first qualified as a paramedic, for me it’s more of a reminder about what the paramedic could do compared to what we can do now,” he said. “We were trained over six weeks to be an ambulance technician and a further 12 weeks to be a paramedic. We were focused on cannulation, intubation, life-saving drugs, cardiac arrest and trauma and I can remember taking every patient to hospital and not thinking once about why I’d taken them in. I think back now to some of the patients we took to hospital who would be fairly simple nowadays for the profession to think about managing in the community.
“Now we are much more broadly trained – yes for emergency care, but much more in the urgent care space – and are expected to be able to care for a broader range of clinical presentations.
“Whilst I can’t say what the ambulance service will look like in 20 years' time, it will definitely need more diagnostics and innovations in technology and workforce to continue to meet the needs of the communities we serve.”
NEAS Chief Executive Kev Scollay said: “The progress that has been made in the last 20 years is staggering, particularly in regard to technology, equipment and the clinical skills of our workforce.
“The ambulance service has transformed into what was traditionally a ‘transport-only’ model into a multi-skilled organisation sitting at the heart of the NHS system, delivering highly skilled clinical care within the community and over the telephone.
“This anniversary provides us with a unique opportunity to take a pause and reflect on how far we have come over the last 20 years and, most importantly, to celebrate the people who make our service what it is, our amazing staff and volunteers.
“It also comes at a pivotal point for us in the year as we prepare to launch our new strategy, showing how our service aims to respond to the needs of our communities over the coming years.
“We have so much to be proud of as a service, and I look forward to seeing what the next 20 years hold for us.”
Notes to editors
20 NEAS employee voices summarised below with more information available here: https://www.neas.nhs.uk/your-service/welcome-neas20/our-stories
1. Lynn Huldie – Leading transformation
Lynn joined the service in 1990, when call handling meant a pen, paper and a dispatcher waiting beside you. Over the years, she’s helped shape how staff are trained, supported and prepared for the realities of the role.
Her voice: “Everything has changed - from paper systems to advanced triage - but what hasn’t changed is the people. That’s what matters most.”
2. Sheila McLachlan & Amy Coatesworth – A shared legacy
Sheila has spent decades in the service, seeing it evolve into a profession focused on delivering the right care in the right place. Her daughter Amy joins a new generation, continuing a family connection to caring for others.
Sheila: “Every patient matters. Treat people how you’d want your own family to be treated.”
3. Fiona Baynham – Supporting the service behind the scenes
Fiona joined in 1990 and has supported the organisation through huge changes - from typewriters and paper diaries to today’s digital, flexible ways of working.
Her voice: “I’ve seen so much change over the years, but one thing that’s always stood out is the professionalism of the people delivering the service.”
4. Neville Jones & family – Generations of service
For some families, the ambulance service isn’t just a job - it’s something passed down. The Jones family’s story reflects decades of commitment, pride and connection to their communities.
His voice: “It’s an incredible feeling knowing you’ve made a difference to someone. If I’m going to somebody who’s really ill or they’re battling for their lives, there’s no better feeling than getting them back or making them better. It’s an amazing achievement.”
5. Andy & Johnny Bell – Following in footsteps
Andy has seen the service change from manual systems to modern clinical care, while Johnny represents the next generation stepping forward - inspired by what they’ve seen growing up. Their story reflects a common thread: pride in the role, and the bond that comes with it.
Andy: “Over the last 20 years, the ambulance service has changed dramatically from the technological side of things, which helps us do our job more efficiently, more effectively and I think mostly it's improved the support we give to our staff.”
6. James Atkinson – Growing our own
James has developed his career through internal training, progressing to his current paramedic role after getting on the service's first internal paramedic course.
His voice: “This role challenges you like no other - but it’s a privilege to be there for people and make a difference.”
7. Louise McKay – Changing perceptions
Since joining in 2005, Louise has seen both the service and attitudes evolve — particularly for women in frontline roles.
Her voice: “Being able to help someone on one of their worst days is an honour and a privilege.”
8. Richard Ilderton – Leading on the frontline
Richard’s career reflects how leadership has evolved — with greater clinical decision-making, structure and support for teams working under pressure.
His voice: “Be part of a team, look after each other and never stop learning from those around you."
9. Tracy Worrall – Breaking new ground
Part of a generation that helped reshape the workforce, Tracy’s experience reflects how the service has become more inclusive and representative over time.
Her voice: “People said there was no way we could do the physical side of the job, but we proved our point and we were pioneers.”
10. Andrew Hodge – Representing the frontline
As director of paramedicine, Andrew brings frontline insight into leadership — ensuring decision-making reflects the realities of patient care.
His voice: “I see my role as trying to represent the profession… but also thinking about what the vision is and where can we take the ambulance service over the next 10 years.”
11. Nichola Stewart – A lifetime in dispatch
Nichola has spent her career in the ambulance service, seeing it grow from a small operation into a complex, fast-paced system.
Her voice: “It’s not just a job — it’s something that stays with you your whole life.”
12. Nicola Aberdeen – A career that evolves
Starting as a call handler, Nicola has worked across multiple roles — reflecting the opportunities to grow, adapt and build a long-term career within NEAS.
Her voice: “I’ve done five different roles over 26 years, working with some amazing and compassionate people. During my time here, I have found courage in difficult situations and faced new challenges with an open mind.”
13. Dan Crawford – Championing inclusion
Through his work with the Proud network, Dan is helping ensure NEAS is a place where people feel supported, respected and able to be themselves.
His voice: "We all work to support each other. Your ideas can help shape how we deliver services."
14. Bruno Porter – First on scene
As a community first responder, Bruno is often first to arrive — playing a vital role as part of the wider NEAS team and local community.
His voice: “The best thing is how great moments get overwritten by new great moments.”
15. Tracey Carr – Coordinating care
Tracey’s role highlights the importance of dispatch and coordination — making sure the right resource reaches the right patient at the right time.
His voice: “When I see that ambulance driving along, I think we have put them there and I think if it wasn’t for the team no one would know what shift they were on, what time they had to turn up and to which station so I think we are a really important piece of the team.”
16. David Cross – transferrable skills that set up a career for life
Starting as an ‘ambulance man’ in 1982, David built a remarkable career spanning frontline paramedicine, air ambulance operations, communications leadership and forensic healthcare, with skills gained in the ambulance service shaping every stage of his professional journey.
His voice: “I had been trained to think on my feet as a stand-alone clinician and rescue medic, which gave me the ability to transfer my skills from ambulance environment to other health providers.”
17. Mark Cotton – the voice of the ambulance service
As the head of communications for 20 years, Mark has had a front-row seat to the changes both within the ambulance service and how the service communicates with the media.
His voice: “I feel incredibly privileged to have played a small part in telling the story of this service and even prouder of the people who live it every single day.”
18. Stephen Jelfs – shaping the ambulance service we see today
After working his way up through Northumbria Ambulance Service, Stephen helped pioneer many innovations that shaped the modern ambulance service in both England and Scotland.
His voice: “I am proud of so many moments of my time in the service.”
19. Dean Common – developing the frontline
Dean’s proud 35-year career has seen him support thousands of patients and develop future generations of clinicians.
His voice: “I am proud of the progression I have made, from starting as part-time PTS through to paramedic mentor and very proud that I have helped students and other staff along the way, passing on my experience and helping the new generation of paramedics and ambulance support practitioners."
20. Bob Bell – the crucial role of patient transport
Bob has dedicated more than 31 years to supporting patients and staff in the patient transport service.
His voice: “To me, being part of the North East Ambulance Service means pride, innovation, teamwork, sharing skills, leading by example, making a difference, getting up each day and enjoying my role."