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Care Opinion

Poor access to support and advice

Posted By Owl23

"Poor access to support and advice"

About: Royal Hallamshire Hospital / Gynaecology

(as a service user),

I attended G1 in July for a termination.  Following the appointment I would be completing the treatment at home.  I was told that if there were any problems at all I should phone the ward.  

I did have some issues at home that I wanted advice on so I phoned the number I was given.  I must have phoned tens of times and not once was my call  answered.  This let me feeling worried, let down and frustrated.  I ended up having to go back into hospital just to be able to speak to someone.  This was not good enough.

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Responses

Response from Sheffield Teaching Hospitals NHS Foundation Trust 12 months ago
Sheffield Teaching Hospitals NHS Foundation Trust

Submitted on 14/04/2023 at 17:38
Published on Care Opinion on 17/04/2023 at 10:13

We are really sorry to read about your negative experience of receiving support and advice from your care team.

We will raise this concern to the team on G1 so that they can review the support provided via the patient advice line.

If you wish to follow this up, please contact our PALS team on 0114 271 2400 or by emailing sth.pals@nhs.net. The PALS team will ask you to share some personal details in order for us to investigate this matter for you.

Response from Sheffield Teaching Hospitals NHS Foundation Trust 11 months ago
We are preparing to make a change
Sheffield Teaching Hospitals NHS Foundation Trust

Submitted on 26/05/2023 at 10:45
Published on Care Opinion at 12:00

We wanted to share an update as your feedback about your negative experience of difficulties with accessing support and advice from your care team at a difficult time has been shared with the team on G1.

The G1 team have advised that a new administrative manager has been appointed and these concerns around support through the ward telephone advice line has been discussed as a priority. A project to change the way telephone calls are filtered through to G1 will be underway very soon, which should improve patients' access support via this phone line.

Once again, we are very sorry about your experience of this service, and want to thank you for taking the time to share your feedback so that we can address this going forward.

Response from Sheffield Teaching Hospitals NHS Foundation Trust 2 months ago
We are preparing to make a change
Sheffield Teaching Hospitals NHS Foundation Trust

Submitted on 21/02/2024 at 17:21
Published on Care Opinion on 22/02/2024 at 11:30

We are writing to provide an update on progress made by the G1 team to improve their telephone advice line. The team are still working on upgrading the telephone line filtering system. However, a trial has been undertaken by the G1 team to employ a ward clerk who can answer and appropriately redirect calls. This trial worked very well, and consequently the G1 team are now looking to employ a ward clerk on a permanent basis. The team are currently working with the service manager for the reception / admin team to agree the start date for this permanent role as soon as possible.

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