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"I was not impressed"

About: Public Health Agency / Contact Tracing

(as a service user),

I tested + for C19 last year in hospital. I stayed in hospital while I was treated and felt harassed and harangued by the contact tracing service six or seven times a day, despite being too ill to speak on the phone. Needless to say I was not impressed.

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Response from Trevor Brier, Project Team, Contact Tracing, Public Health Agency, Public Health Agency 2 months ago
Trevor Brier
Project Team, Contact Tracing, Public Health Agency,
Public Health Agency
Submitted on 10/06/2022 at 14:50
Published on Care Opinion at 15:00

Dear Jupiterrp74,

Thank you for having taken the time to provide us with your thoughts on being contacted by the Contact Trace Service – I note that at the time of your Positive test for COVID in 2021 you were an In-Patient in hospital – I hope that you have since made a full recovery and have no lasting effects from having contracted COVID.

When members of the Contact Trace Service are allocated daily caseloads it is imperative that they attempt to speak to the case as soon as possible - firstly to ensure that the case is aware of their test result & secondly to provide advice/guidance on isolation, so as to minimize the spread of the virus to others with whom the case would have had contact with whilst in their Infectious Period. Where it is established that the case is an In-Patient in hospital there is no further necessity for the Contact Tracer to continue calling when it has been established that the case is too ill to provide any information.

All calls to cases are completed within a 48 hour period – where no contact is able to be completed, case declines to consent to the call or a family member/relative is able to provide information the case file is closed accordingly. Contact with In-Patients in hospital would normally be with those cases who were admitted for routine procedures and tested positive as a result of the hospital admissions protocol & consent to taking the call.

Can I take this opportunity to apologize on behalf of the Contact Trace Service for any anxiety or stress you suffered as a result of these continuing calls at a time when you priority quite understandably was recovering from COVID.

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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