Catherine Unsworth

Said the following about Claire Leach:

“Claire is nominated for her role in dealing with a vulnerable woman on a train who was acting odd and confused. Claire was informed about the woman who had boarded the train at Malton from a passenger. Claire made her way through the train to find a lady who was in her 60s, wearing soiled clothing holding a soft toy and sporting a big cut to her face. The lady was clearly vulnerable as she was a bit confused and possibly had learning difficulties.

Claire took the lady to one side to talk to her properly in a soothing manner, getting her name etc. However, the lady did not have any ticket or documents so Claire was unable to establish where she was going. Claire thought it best to arrange BTP support at York on arrival.

Claire showed an amazing amount of care and compassion. Although the lady was aggressive at first Claire approached the situation with care and professionalism. When they arrived at York the lady would not speak to police as she appeared to be wary of the officer’s uniforms. Claire stayed with the lady while police tried to gain her trust and when she could see the lady remained nervous of them she offered to help persuade her off the train to avoid causing her further anxiety. All the time Claire was talking to her, reassuring her and encouraging her. Even accompanying her all the way along the platform and reassuring the female until she stepped into the waiting ambulance, where the all-female Ambulance Crew took over

Claire consistently shows herself to be caring, loyal and pro-active towards her customers.“