A security officer at Northwick Park Hospital has been praised for his calm and compassionate approach after 14 years of service helping to defuse incidents and keep patients and staff safe.
Younes Ghouloul, who works for Medirest and can be stationed across three hospital sites, has faced numerous challenging situations during his time at the hospital.
“I always stay calm and reason with people. I don’t judge individuals,” said Younes. “There is a lot of bad behaviour. It is a shame given staff are trying to help people but if I can resolve a situation amicably it makes it all worthwhile.”
Many of the incidents he deals with involve patients affected by substance abuse, mental health issues, or long waiting times, as well as people experiencing homelessness who seek shelter overnight. On average, the team records over 200 incidents a week.
The hospital has introduced body cameras for security staff, which has helped de-escalate situations, alongside Younes’s measured and respectful approach.
“I don’t know what individual’s personal circumstances are and sometimes people just want someone to listen to them or are in so much pain they can’t help lashing out,” he said.
Working in A&E presents some of the toughest challenges for security officers. Their responsibilities include patrolling, issuing ID badges, locking down areas at night, and responding quickly to emergencies. Security teams work in pairs or remain in contact by radio, while hundreds of CCTV cameras monitor the hospital sites.
Younes once tracked down an individual pretending to be a doctor, who was later arrested and convicted by police. He has even stepped in while off duty—on one occasion helping to disarm a patient wielding a fire extinguisher.
His efforts have not gone unnoticed. Last year, he was shortlisted in the National Association of Healthcare Security Awards.
“I feel like I make a difference and there aren’t many jobs you can say that about,” said Younes. “People are often at their most vulnerable in hospital and me and my colleagues at Medirest ensure people feel safe.”
Chris Mitchell is the founder and editor of Harrow Online, Harrow’s leading local news platform.
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