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"Phone call received from Family Liaison"

About: Causeway Hospital Northern Health & Social Care Trust / Family Liaison service

(as a relative),

My wife is currently in Causeway Hospital and I received a welcome but unexpected  phone call from a member of the Family Liaison team, a team that I didn't know existed. The person I spoke to gave me comprehensive update on the position with regard to my wife's condition and treatment and I was able ask questions and highlight areas of concern that I had and I was happy to hear that nursing stall would be briefed with the matters I raised.

It is my understanding that the Family Liaison service has been introduced due to visiting restrictions during the COVID-19 pandemic but I would like to see this service continued post COVID-19. My previous experiences of obtaining updates on next of kin in hospital has been extremely negative, with efforts to speak to appropriate staff at visiting time or via phone failing miserably, probably no fault of the under resourced  staff on the wards but something that had been seriously unsatisfactory.

This Family Liaison service is the perfect solution, suitably qualified personnel, given adequate time to liaise between the medical staff and concerned next of kin like me, win win all round in my opinion.

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Response from Leigh Morgan, CO Facilitator, Patient Experience, NHSCT 2 weeks ago
Leigh Morgan
CO Facilitator, Patient Experience,
Submitted on 18/02/2021 at 17:03
Published on Care Opinion at 17:03

picture of Leigh Morgan

Dear D Dan,

My name is Leigh and I am one of the Patient Experience Facilitators here in the Northern Trust. I also work in the Family Liaison Team within MAU and Medical 2 in Causeway Hospital. It may well of been me that you spoke with regarding your wife.

Thank you so much for taking the time to feed back to us. The Family Liaison Service has been set up due to the restrictions on visiting during the ongoing Covid 19 Pandemic.

The Trust recognised the anxieties faced by both patients and their families during this time and so the Family Liaison Team was set up.

The Family Liaison Team is made up of staff who have volunteered to provide time out from their substantive roles or staff that have been redeployed as part of the response to the Covid 19 Pandemic. They wanted to ensure that relatives were kept informed regarding their family member's care. The team is made up of staff from various backgrounds which includes nurses, Allied Health Professionals and Dental Nurses.

I have shared this feedback with the team and they are very glad to know that the service they are providing is supporting worried relatives like yourself during this difficult time.

Wishing your wife a speedy recovery.

Best wishes


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