Dominic Carey - **HAS LEFT**

Said the following about Nathan Stockman:

“Great Western Railway (GWR) is one of the biggest rail franchises in the UK, part of the First Group of companies, operating the Western network since 1996, rebranding ourselves as GWR in 2015. We employ over 6000 people across our network and we carry more than one and a half million customers over two million single journeys on 10,000 services every week. People are at the heart of our business and our ethos is that we are 'greater together'.

I am nominating Nathan Stockman for the professional, empathetic and calm way he dealt with a terrible situation on his train when a female passenger set herself on fire on board his train. Nathan was working a unit between Loswithiel and Par. As he walked through his train, he initially thought there was a fire in the vestibule, he found a group of passengers around a lady who had covered herself in white spirit and then set herself alight. Nathan took a measured approach to the situation. He assisted fellow customers who had put the lady out to seat the lady and ensure she was in as comfortable position as she could be. He then check the welfare of each customer involved. Nathan took the decision to take the train forwards to Par for it to be met by the emergency services. Nathan requested support from the platform staff to call an ambulance and asked myself to contact control whilst he dealt with the customer and the affected customers, ensuring he made regular announcements throughout.

Whilst Nathan was dealing with the other customers he asked a colleague to stay with the customer, due to nature of the ladies injuries an Air Ambulance was called. When it arrived Nathan directed the crew to the lady all the while checking everyone’s welfare and making regular announcements with updates. Nathan helped to clean up the affected area on the train and even though very shaken by the incident was happy to continue with working the service for our already delayed customers to get to their destinations, the train was very busy and he didn’t want a cancellation. Nathan demonstrated great resilience and leadership when delegating tasks to colleagues and handling customer questions, always being mindful of the injured ladies welfare and dignity. Nathan showed that he was committed to safety by ensuring the area was made safe, removing the fuel and lighter and following all safety protocols correctly.

Nathan is committed to our customers as he is always thinking about the journey from a passenger point of view ensuring he provides great customer service at all times. He makes our customers feel valued and listened to with regular patrols of his train and helps in any way he can. On the day of the incident he maintained a level head, supporting the lady who had burned herself as well as providing welfare and regular updates to the fellow customers on board.

Nathan ensured the customer who had set herself alight was handled respectfully to protect her dignity, he did this by delegating a colleague to stay with and support the lady. Nathan also ensured he checked the welfare of the customers who had seen the incident making sure that names and addresses were taken, maintaining a presence and visibility by walking through the train checking everyone on board was Ok. Nathan requested colleagues to support by handing out water to customers on board whilst they awaited the Air Ambulance as it was a hot day. Nathan ensured he kept customers informed and up to date whilst maintaining the injured parties dignity.

Nathan ensured he was dedicated to safety by making sure the train was clear and safe to proceed following the incident. He also ensured the customers on board were kept informed with updates and handed out water to ensure they were hydrated as it was a hot day.

Nathan demonstrated his accountability for performance and that he set the highest standards by being a professional ambassador of GWR throughout a very challenging and traumatic incident. He also insisted on taking the train forwards once the Air Ambulance team had removed the injured lady so that, although delayed, the disrupted passengers made it to their destinations

Nathan always strives to give great customer service and he looks out for our regular customers on our local Cornwall branch line services. Nathan’s actions on this day in supporting a lady who attempted to take her life are typical of his behaviours, he is a consummate professional and wants to deliver the best service he can for GWR and our customers.“