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"We felt truly cared for every step of the way"

About: Health Visitors / Down Health Visitors The Ulster Hospital / Dietetics The Ulster Hospital / Short Stay Paediatric Assessment Unit (SSPAU)

(as a parent/guardian),

We’ve received very good support from the health visiting service over the past 9 months. Our baby faced challenges with weight gain and motor skills, and Michaela has been fantastic throughout. She carried out regular visits, provided consistent and reassuring support to us as parents, and ensured all necessary referrals were completed promptly. Her professionalism and genuine care made a real difference during a stressful time.

We’re incredibly thankful for the support Jenni provided as our paediatric dietitian. From the beginning, she offered consistent and caring communication — both in person and over the phone. She was always happy to receive texts and videos to better understand our baby’s needs and ensure her advice was timely and effective.

What truly set Jenni apart was the emotional support she gave me as a mum during a very challenging time. She went above and beyond her role, not only with her professional knowledge but also with her compassion and reassurance. Her support made a huge difference in our journey, and we felt truly cared for every step of the way.

We attended the rapid response service on several occasions when our baby was younger, following guidance from both our health visitor and GP. This was an incredibly stressful period for us as parents, as we were deeply concerned about our baby’s health.

While the clinical care provided was very good and we are grateful for the support, some of the communication we received during our visits was difficult to hear and left us feeling dismissed. One comment that stood out was that she was not sick enough yet for them to do anything. At the time, our baby had bronchitis and had stopped eating — we were extremely worried. It felt as though we were waiting for her to deteriorate further before action could be taken. Ironically, a week later when we felt she was improving but had lost weight due to that earlier illness, the service was far more responsive.

Another comment that stayed with me was implying that I just want to come and see them all the time. This was hard to hear. As a parent, I was doing my best to follow professional advice and seek help when needed. I did not want to be there — it was never a choice, but a necessity. Comments like these made me feel as though I was being judged or that my concerns were not being taken seriously.

I fully understand these remarks were not made with bad intentions, but during an already emotional and vulnerable time, they had a significant impact. I believe a bit more sensitivity in communication — especially with parents who are under stress and following professional guidance — would go a long way in helping families feel supported rather than dismissed.

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Responses

Response from Karen Orr, Interim Lead Nurse, Woman & Acute Child Health, South Eastern Health & Social Care Trust last month
Karen Orr
Interim Lead Nurse, Woman & Acute Child Health,
South Eastern Health & Social Care Trust
Submitted on 11/06/2025 at 11:21
Published on Care Opinion at 11:21


Dear Marie94

Thank you so much for taking the time to share your feedback. We truly appreciate your kind words about the consistent care, communication and emotional support provided by Jenni, our dietitian, especially during a very challenging time. Jenni is a wonderful asset to our team and she is very much valued. It means a great deal to know that we were able to be there for you and your baby when you needed support the most.

At the same time, I want to sincerely apologise for aspects of communication that were difficult for you. I am so sorry that some comments made you feel judged or dismissed - this was never our intention, and I completely understand how it could have had a significant impact. Your experience and feelings are valid, and we are grateful that you've taken the time to raise this with us.

Please do not hesitate to let us know how we can better support you - your wellbeing and comfort and that of your baby are incredibly important to us.

I would like to assure you that staff will be reminded of the need to show kindness and sensitivity to our patients and families; compassionate care is something we are very committed to and I am sorry that there seemed to be some lacking during your times with us. I would appreciate being able to talk through the issues you have raised if you would like to contact me by emailing: karen.orr@setrust.hscni.net

Warm regards,

Karen

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Response from Helen Leigh, Head of Service Public Health Nursing, Children's Health - Child Health, South Eastern Health & Social Care Trust last month
Helen Leigh
Head of Service Public Health Nursing, Children's Health - Child Health,
South Eastern Health & Social Care Trust
Submitted on 11/06/2025 at 13:35
Published on Care Opinion at 13:35


Hi Marie94

Thank you for taking the time to leave such warm and positive comments about the service you have received from your health visitor Michaela. We are very proud of the service we offer to all our clients and it is lovely to receive confirmation of this. I will ensure she sees your comments.

You have clearly had a traumatic and worrying time over the last number of months and I hope that your little one is now thriving and that you are able to enjoy being a family.

Michaela will continue to be there for you and your family until your little one goes to school so please do not hesitate to contact her at any time.

kindest regards

Helen Leigh

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