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It was reassuring for both me and my wife

Posted By earthys95

"It was reassuring for both me and my wife"

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

(as a relative),

Booking lady was very helpful and the visit happened as arranged

As background my wife whom I was visiting has just had a major stroke and among other thing has lost ability to speak although can be lip read She is also very disturbed She is in isolation due to being in contact with a positive patient

The evening previous to the virtual visit a nurse in the ward was able to set up the ward laptop and with her help we were able to communicate very well. They had a good bedside manner and it was reassuring for both me and my wife

The person with the virtual laptop was not experienced in dealing with stroke victims Neither of us were able to hear and my wife though trying to speak became distraught A hand held microphone may be a help

I know that the Health Service is under extreme pressure at present and I am eternally grateful for all that you do

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Responses

Response from Mairead Casey, Patient Client Experience & 10,000 Voices Facilitator, Patient Client Experience, Southern Health and Social Care Trust 3 years ago
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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 02/03/2021 at 17:56
Published on Care Opinion on 03/03/2021 at 10:26

picture of Mairead Casey

Good afternoon

Thank you so much for taking the time to share your experience of the new Virtual Visiting Service in Southern Health and Social Services Trust. We recognise how difficult it is for families at the minute with the restricted visiting guidelines in place due to Covid 19. I am really pleased to read that found the Virtual Visiting Schedulers helpful and the visit happened at the time arranged.

I am so sorry to read then that the visit did not go well and can I apologise to you and your wife on behalf of the service. This new service has been established to try to support families and patients during this difficult time and I am sorry that we added distress to you and your wife.

As a result of your very valuable feedback we have now introduced some new methods to our booking system. All relatives will now be asked when booking the virtual visits for any information that would be useful for the Virtual Visiting Officer to know eg communication issues.

We are also looking into your suggestion of some form of microphone for the ipad and I have linked in with our Sensory Team and they are providing our service with "personal listeners" to see if they will help to improve the sound from the ipad.

We have some new staff that have recently joined our team and I am linking with the Service Improvement Lead for Stroke services to organise some specific training for them and the team as a whole as this is also something that will further enhance our service.

If you wish to discuss this further please feel free to contact me by email mairead.casey@southerntrust.hscni.net or on my work mobile 07789505502 to see how we could facilitate further virtual visits if you wanted to book them in.

Please send your wife our best wishes and thank you again

Mairead Casey

Patient Client Experience Facilitator

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