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"Covid track and trace phone calls"

About: Public Health Agency / Contact Tracing

(as a service user),

I received a call from the track and trace team every other day for my self and my son when we tested positive for covid. The staff member on the other end sounded extremely disinterested in the questions I asked and seemed more I tested in reading the script, I came off the phone extremely confused and upset. It completely put me off using the 119 and track and trace service via the phone. I used online sites to get my answers and when I took the phone calls again I didn’t ask anything. This interaction really let down the service 

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Response from Trevor Brier, Project Team, Contact Tracing, Public Health Agency, Public Health Agency 4 months ago
Trevor Brier
Project Team, Contact Tracing, Public Health Agency,
Public Health Agency
Submitted on 19/04/2022 at 09:54
Published on Care Opinion at 14:51

Dear Frosty89,

Thank you for having taken the time to provide us with your thoughts/feelings on speaking with our Contact Trace member – I am sorry that you felt that the Tracer was disinterested in your questions which you were quite rightly seeking answers to & I apologise for the anxiety and confusion this caused to you. Whilst members of the Contact Tracing Team are provided with a script they are also encouraged to personalise their responses for each case as no two cases are the same - each having their own individual needs/sensitivities.

I note that you stated that you only spoke to a member of our team a few days ago regarding your son & yourself – I hope that both of you are coping well with COVID & feeling a lot better soon. The use of online sites as a means of finding answers to questions is encouraged and we would strongly advise using for the latest advice/guidance on COVID.

If you feel that you still have unanswered questions and would like a further call I would be happy to discuss both cases with you – if you could provide a contact telephone No I will endeavour to respond in person. I will also pass on your feedback to our Call Coaching Team so we can hopefully improve our service in the future.

Best Wishes

Contact Tracing Team

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