This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Getting a call from my Dad

Posted By piscesbw74

"Getting a call from my Dad"

About: Southern Health & Social Care Trust / Virtual Visiting Service

(as a service user),

My Dad died, but I got a call the following day saying that you were going to put me through to him. How did I feel? Absolutely gutted, couldn't even send this message until 2 years later. Surely you should check that the patient is alive when you contact the loved one.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Mairead Casey, Patient Client Experience & 10,000 Voices Facilitator, Patient Client Experience, Southern Health and Social Care Trust 4 months ago
We have made a change
Mairead Casey
Patient Client Experience & 10,000 Voices Facilitator, Patient Client Experience,
Southern Health and Social Care Trust

Patient Client Experience & 10,000 Voices Facilitator for Southern Health and Social Services Trust.

Submitted on 18/12/2023 at 15:31
Published on Care Opinion at 15:36

picture of Mairead Casey

Good afternoon

Thank you for taking the time to share this very difficult experience. I was Manager of the Virtual Visiting Service at that time, and I am saddened that this was your experience of using the Trust's Virtual Visiting service. Please accept my sincere apologises that this happened.

Our Standard of Practice for Virtual Visiting Officers is that the Virtual Visiting Officer on duty must check with the ward staff to ensure that each pre-arranged visit is still suitable to be connected/completed. Based upon your very personal experience we can see clearly that this did not happen on this occasion. To ensure that this does not occur again, we are going to re-issue today the services Standard of Practice to all current Virtual Visiting Officers, highlighting the importance of checking with staff on the ward prior to connecting/completing any pre-arranged calls.

We also have a new booking system in place that is connected to our patient data, so that in cases liked you described, the call would be cancelled as soon as the patients records are updated.

If you would like to discuss this further, please feel free to contact me via email@ mairead.casey@southerntrust.hscni.net or via work mobile 07789505502.

Kind regards

Mairead Casey

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k