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Care Opinion

Kindness and understanding from physiotherapist

Posted By Our story

"Kindness and understanding from physiotherapist"

About: Antrim/Ballymena

(as a relative),

I went with my dad to see the physio at orthopaedic assessment in Ballymena. The whole process was very calm and measured. Dad was anxious about being out in a medical building due to COVID-19 but the team rang in advance to ask us questions and then talked us through the process of coming into the waiting room. This made all the difference to dad. The physio, Graham, took time to listen to dad- dad wanted to tell him everything and often didn’t answer Graham’s questions but Graham was patient and very kind and allowed dad the time to talk things over. We have some difficult decisions to make about dads back however we left with a plan that we agreed together- this really helped and we are confident that we have the right information to make the decisions. The only difficult bit was dad couldn’t see Graham’s mouth due to the mask (totally understand this is necessary) but dad didn’t realise how much he relies on lip reading to communicate. Dad has deterioration of his hearing now and has never worn a hearing aid. He found the masks a real challenge

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Responses

Response from Leigh Morgan, Engagement Manager, Involvement Team, Northern Health and Social Care Trust 3 years ago
Leigh Morgan
Engagement Manager, Involvement Team,
Northern Health and Social Care Trust

Submitted on 07/07/2020 at 09:45
Published on Care Opinion at 16:26

picture of Leigh Morgan

Dear Our Story,

Apologies for the delay in responding to your feedback.

My name is Leigh and I am the facilitator for Care Opinion in the Northern Trust.

Thank you so much for taking the time to provide us with your feedback about your Dad’s appointment at The Orthopaedic Assessment Service in Ballymena. I can understand the anxiety your Dad must have been feeling about attending his appointment amidst the current pandemic, but I’m glad to hear that you were provided with good, clear communication regarding the new processes and checks required because of the current Covid-19 Pandemic. This is to help us to protect all of our patients and staff during the current situation.

It’s also great to hear you talk about the kindness and patience of Graham the Physio. I’m glad that you both were able to leave with a plan and that you feel this will support you and your Dad in making the difficult decisions you speak of. I’m sorry to hear that the masks presented a challenge to your Dad. Unfortunately the masks have become part of our ‘new normal’ and are essential during this pandemic to protect all of our patients and staff.

Thank you again for taking the time to provide us with your feedback. I have shared your story with the team in The Orthopaedic Assessment Service. I’m sure Graham will be pleased to read the feedback you have provided about the compassionate care he provided to your Dad during your appointment.

Many thanks again,

Stay safe,

Leigh

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