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Supporting relative of inpatient during Covid

Posted By Sam68

"Supporting relative of inpatient during Covid"

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

(as a relative),

Mother admitted to hospital during lockdown and Covid restrictions.   Was advised family liaison would give me daily updates - this was absent during first 3 days.   When updates came a different update each day with no consistency in the information nor was it apparent what the actual problems were with the patient.   I requested a return call from a doctor so that I could actually ask what the problem was and did not receive the call back until it was escalated via the next family liaison update.  

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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 19/03/2021 at 12:02
Published on Care Opinion at 12:02

picture of Leigh Morgan

Dear Sam68,

Firstly let me apologise for the lack of communication received during your mother's admission to hospital. I recognise that this, coupled with the inconsistency in information would have caused you stress and anxiety which again, I am sorry for.

The Family Liaison Service was set up to improve communication between the ward and concerned relatives due to visiting restrictions put in place during the ongoing Covid-19 Pandemic. Unfortunately on occasion, there may of been reduced cover in the Family Liaison Service due to staffing issues. All staff working within the service had volunteered time from their substantive posts or been redeployed from their posts to support ward staff and families during these difficult times.

I am sorry that it proved difficult speaking with the Medical Team but I am glad that one of the Family Liaison Officers was able to facilitate you receiving a call from a doctor to give you the information regarding your mother's condition and treatment.

If you would like to discuss this further, please contact me by email Leigh.Morgan@northerntrust.hscni.net

Wishing your mum well on her onward recovery.

Thank you for taking the time to leave feedback. I have shared this with the Family Liaison Team for learning and improvement.

Kind Regards,

Leigh

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