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Breathingspace.scot

Posted By TM68

"Breathingspace.scot"

About: NHS 24 / Breathing Space (Phoneline)

(as a service user),

I have used the Breathingspace.scot Webchat a few times recently. 

The opportunity to chat anonymously via a chat function is great as I would never contemplate making contact by telephone. 

The advisors I have spoken to have been wonderful; very patient and empathetic. I've felt listened to and supported. 

However, there are a few issues that massively impact on my emotional state when I need support. 

I realise that Webchat is a pilot project but it is almost impossible to speak with an advisor. Usually the chat button is not there which means you can't connect. As I said previously, I feel that speaking to someone by phone is not helpful for me when I feel that I need support. 

On more than a few occasions, the button has told me I am first in the queue. I have waited for 5-10 minutes on occasion only for a message saying nobody is available to chat. 

One thing I find incredibly difficult to answer is when an advisor opens the conversation by saying "what can I do for you today?", or "how are you today?" I find these very difficult to answer. I don't know what the best way to open a conversation is, but I have disconnected a couple of times after being incapable of replying. 

Finally, recently there have been episodes when the conversation freezes and I have to close down the app to fix it. Usually, the conversation reappears but twice I have lost the conversation. I use a Samsung S20 which runs well so I do wonder if it is a glitch in the app.

Overall, when I can connect, I can't fault the support given on Breathingspace.scot. I just feel that the availability via Webchat can cause more emotional problems. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 20/10/2020 at 16:58
Published on Care Opinion at 16:58

picture of Shona Lawrence

Hi TM68

Thanks for getting in touch via Care Opinion. It’s good to hear from you and we really welcome your very valued feedback.

It’s great that you are able to connect with Breathing Space through the web chat function and that you have found this beneficial. Thanks also for your kind comments about the Advisors who have chatted with you. It’s fantastic that you feel listened to and supported.

You are correct when you say the web chat function is a pilot project, however I am pleased to say this will continue. This will provide choice for people who wish to engage with Breathing Space and is a welcome addition to the phone service. What I can say is communication through web chat can take some time, sometimes in excess of an hour, so depending on how many Advisors we have available, unfortunately there are times when people trying to access the service have to wait. We are working hard to try to improve this.

Thanks for bringing to our attention your valid comment in relation to the dialogue used when opening the conversation on web chat and how this affects you.

When I received your story, I shared this with Breathing Space and also with our Digital Content Team as I was concerned at the technical issues you raised. I’m sorry for the emotional problems the technical issues cause you and it’s good of you to share how this has affected you.

Both services replied to me very quickly, Breathing Space to thank you for your kind words for their Advisors and to offer assurance that the web chat function would continue after the pilot period ends. They will also consider their opening phrases.

The Content Team didnt indicate there were any known issues, however they were asking some technical questions as they are keen to understand more to see if there is anything we can do our end to rectify any potential glitches. It would be good if you could contact me about this as your input may help us to explore this further. If, and when, you felt able to do so, you can get me at patient.experience@nhs24.scot.nhs.uk. It would be great to here further from you.

Thanks again for sharing your experience.

I wish you well for the future.

Take care

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 09/11/2020 at 12:03
Published on Care Opinion at 12:03

picture of Shona Lawrence

Hi TM68

Thanks for getting in touch with me directly about your experience of using the Breathing Space Web Chat service. It has been a pleasure corresponding with you and I hope you feel we have explored, and where possible, provided a solution to the issues you have raised. You highlighted three specific issues which required to be reviewed. Here's what we've done so far:

1. Grammatical issue on the web chat feedback page

I can confirm that this has been amended and we have tested this to check this change has been implemented. I can confirm this now reads as it should. Thanks so much for highlighting this.

2. Mute functionality

I shared your feedback on this with our technical team who have replied to say if you are using your phone to chat, you may wish to look into the settings on your device that would mute notifications from apps when you mute your phone. It's likely that there is an app option in your phone for that. Another option may be to download and install an app to help. The apps below from google play might assist.

https://play.google.com/store/apps/details?id=de.j4velin.mediaprioritymode

https://play.google.com/store/apps/details?id=muter.muter

3. Advisor Available notification

I shared this issue with both our technical team and with senior Breathing Space staff. Breathing Space staff were concerned at your experience and appreciate the concern and distress this will cause users. As explained in my previous response, the web chat is a pilot at the moment, therefore the technology being used will be reviewed to establish what best suits the needs of the service users. Your feedback on this is hugely valuable. It looks as though currently there may be a delay in the system recognising that Advisors are engaged in a web chat and therefore in effect not available. We have been working on a solution to ensure the ‘available’ message is accurate. This has included a reminder to staff to ensure their status reflects their current availability.

I can advise however that Breathing Space have trained a number of additional staff for the web chat service. This will ensure the service is covered more consistently which means more people will be able to use web chat as their preferred method of communicating.

I hope you find this update helpful. Thanks again for your time. Please get in touch with me further if you have any additional issues.

Take care

Shona

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