Round two: six short cards. For Andy.
Thank you for round one. Six cards were approved and are locked in. Here are the reworded versions of the ones you asked us to change, your addition, and one extra ending we owe you a look at. Same as before: nothing goes live until every card is approved, and whatever you record goes into the project record word for word.
You approved this card but asked for one addition: advise ventilating, as long as it does not create a second casualty. The new line is the third one below. Is the whole card still right?
If someone is unconscious, has collapsed, or is struggling to breathe, call 999 right now.
If you're in the cellar, get everyone you can out into fresh air and stay out.
If you can let fresh air in from outside — an outside door or a hatch — do it only if it puts you at no risk, and nobody goes back in. We don't want a second casualty.
Call 999 first — this line can't send an ambulance. When you've done that, let the Morepour team know what's happened.
Change something needs a line in your own words before it can be recorded, so we record exactly what you want changed.
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You said this depends on whether the cylinders can be reached safely. The advice now runs in this order: get out first; the gas emergency number if there is a smell; and cylinders are only touched when the caller is already out in the open air with the cylinders out there too. Never back into the cellar, never into a closed room, and if it feels unsafe, leave it. One thing to check with you: when the caller is trapped or their answer is unclear, Holly still gives the gas emergency number every time, as a deliberate extra to stay on the safe side. If that is wrong, say so below.
Straight away, Holly says:
Leave the cellar and get into fresh air now. Don't try to fix anything on the gas before you go.
Then she asks:
Are you able to get out of there right now?
If they say yes, they can get out:
Good — go now.
If you can smell gas, call the National Gas Emergency Service on 0800 111 999 once you're out — a suspected gas leak is their job to make safe.
Don't go back into the cellar for the gas cylinders, and don't go into any closed room to reach them. Only if you're already out in the open air and the cylinders are out there with you, switch the gas off at the cylinder — and if that feels at all unsafe, leave it and stay clear.
If anyone feels unwell, call 999.
If they say they can't get out:
If you can't get out, call 999 right now and tell them exactly where you are.
Stay on with 999 — when you're off that call and somewhere safe, the National Gas Emergency Service on 0800 111 999 can deal with the gas.
If the answer is unclear:
If there's any doubt, treat it as urgent: get out the moment you can, and call the National Gas Emergency Service on 0800 111 999 once you're out.
If anyone feels unwell, call 999.
If something new or worse comes up mid answer (someone collapses, say):
Call 999 right now, and get everyone out into the fresh air.
Once you're out, call the National Gas Emergency Service on 0800 111 999.
If for any reason the question never gets asked, she says:
If you can smell gas, call the National Gas Emergency Service on 0800 111 999 once you're out.
If anyone feels unwell, call 999.
Change something needs a line in your own words before it can be recorded, so we record exactly what you want changed.
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You said CO2 has no smell. The wording now says a smell like that could be a different gas, treats it as a suspected gas emergency, and points the caller to the gas emergency service as the right people, not Morepour.
Straight away, Holly says:
The cellar gas has no smell, so a smell like that could be a different gas. Treat it as a suspected gas emergency: leave the cellar and get into fresh air now.
Then she asks:
Are you able to get out of there right now?
If they say yes, they can get out:
Good — go now.
Once you're out, call the National Gas Emergency Service on 0800 111 999 — a suspected gas leak is their job to make safe, not something the Morepour team can fix.
If anyone feels unwell, call 999.
If they say they can't get out:
If you can't get out, call 999 right now and tell them exactly where you are.
Stay on with 999 — when you're off that call and somewhere safe, the National Gas Emergency Service on 0800 111 999 can deal with the gas.
If the answer is unclear:
If there's any doubt, treat it as urgent: get out the moment you can, and call the National Gas Emergency Service on 0800 111 999 once you're out.
If anyone feels unwell, call 999.
If something new or worse comes up mid answer (someone collapses, say):
Call 999 right now, and get everyone out into the fresh air.
Once you're out, call the National Gas Emergency Service on 0800 111 999.
If for any reason the question never gets asked, she says:
If you can smell gas, call the National Gas Emergency Service on 0800 111 999 once you're out.
If anyone feels unwell, call 999.
Change something needs a line in your own words before it can be recorded, so we record exactly what you want changed.
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You said cellars are damp and nobody should go in to check. The wording now keeps the caller out of the cellar, and only allows switching off at the wall when it is dry and safe. An electrician and 999 are both named.
Don't touch the equipment or any of the wiring.
If you're in the cellar, get out and stay out — cellars are damp, and water and electricity are a dangerous mix.
If you can do it safely at the wall, in the dry and away from anything sparking or burning, switch the power off at the socket. Otherwise leave it alone.
Making that safe is an electrician's job. If anyone has had a shock, or there's a burning smell or sparking, call 999.
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Reworded to what you asked: recorded and flagged for the right team, then let the caller go. One honest note: we have left out “unless there's anything else to add”, because this is the very last thing said as the call ends, and inviting more at that moment would be a promise Holly cannot keep. If you want callers asked whether there is anything else, that needs to happen earlier in the call, and we can do that as its own change.
Everything you've told me is recorded and flagged for the right team. I'll let you go now so you can carry out those steps. Take care.
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One extra card we owe you. In the rare case where something cuts short what Holly was about to say, the call now ends with the line below instead of the usual goodbye, because at that moment there may be no safe steps for her to point back to. The first sentence is the backup line you approved on the last card; only the ending is new.
To be safe, move away from the area and get into fresh air, and if anyone feels unwell call 999 straight away. Everything you've told me is recorded and flagged for the right team. I'm going to end the call now. Take care.
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All recorded. That's it, thank you.