A First City Nursing carer’s quick thinking when she overheard a conversation about possible bank fraud has enabled her client to recover thousands of pounds that was taken from her account.
Helen Dunn, who is a healthcare assistant with First City Nursing, helps client Emma Morris (not her real name) with shopping and household tasks. When Helen called in to do a routine shopping trip, Emma was talking with a friend and appeared to be upset. When Helen returned from shopping, Emma was on the telephone to what Helen assumed was her bank, and sounded distressed, telling the bank she knew she should have money in her bank account.
“When I got back from shopping I got Emma something to eat, and told her that I hoped everything would be sorted out,” said Helen.
“But as soon as I left her home I decided to ring the First City office and let them know that I was concerned that she seemed very distressed. We always respect clients’ privacy, but it seemed to me that she had a personal problem that was worrying her, and I suspected that money had disappeared from her account.”
First City managers sent a member of their team round to talk with Emma who confirmed that she was happy for First City to see what they could do to help.
“I didn’t want Emma to have to deal with it alone. I’ve got a relative who almost got scammed by someone trying to access their computer myself, so I know how easy it can be to let your guard down,” said Helen.
First City managers alerted adult social services at Swindon Borough Council to the situation, who were able to ensure that Emma had enough money for essentials such as food while the bank investigated. The investigation into possible criminal activity is still ongoing, but in the meantime Emma has been refunded half of the money that disappeared from her account.
Helen’s manager at First City, Clare Wigley, said the firm is proud of how Helen reacted so swiftly.
“Helen immediately put into practice the safeguarding training we give to all our staff,” said Clare, “with the result that Emma was able to access the help she needed straight away. We really appreciate Helen’s quick thinking and compassion, and we know that Emma does too.”
Emma said: “I wouldn’t wish what happened to me on my worst enemy, but Helen and First City acted so, so fast, I just couldn’t believe it. Helen is my heroine, I can’t thank her enough.”
