Verbal abuse against London's ambulance workers has increased this year, official figures show.
London Ambulance Service recorded an average of two incidents of verbal abuse against staff a day in the year up to August - a 6% increase compared to last year.
"Sometimes it can feel personal – the things people say can be really hurtful," says Amy, an emergency call co-ordinator.
"All you want to do is help them and you're being called every name under the sun," she told the BBC.
"It happens every day in the control room. You can always hear people having some difficult calls around the room where they’re trying to maintain the call and people are being abusive.”
Since January, 395 London ambulance staff have been physically assaulted.
The rate of physical assaults against ambulance workers is only slightly lower than last year, despite lockdown rules.
London Ambulance Service Chief Executive Garrett Emmerson said: “Whilst the vast majority of our callers and patients are extremely courteous towards our staff, abuse – either verbal or physical – is unacceptable and we will not tolerate it."