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Tick box contact tracing call

Posted By plusnk96

"Tick box contact tracing call"

About: Public Health Agency / Contact Tracing

(as a service user),

Phoned this week on day positive test was recorded. A staff member who rang asked me for my details but they had cold called me! They read info from a prepared script. They also suggested I ring the GP if I feel unwell. Bit pointless really. The staff member was pleasant and professional but the call just seemed to be a tick box exercise that did not benefit me.

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Responses

Response from Trevor Brier, Project Team, Contact Tracing, Public Health Agency, Public Health Agency nearly 2 years ago
Trevor Brier
Project Team, Contact Tracing, Public Health Agency,
Public Health Agency

Submitted on 14/06/2022 at 12:56
Published on Care Opinion at 14:48

Dear plusnk96,

Thank you for having taken the time to provide us with your thoughts on being contacted by the Contact Trace Service – I hope that you soon make 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.

On contacting a case the Tracer is required to complete security/verification questions to ensure they are speaking to the correct case so as not to breach any confidentiality – I can appreciate that you felt this was a cold call.

To ensure that each case receives the same advice/guidance Tracers do refer to a dedicated script – I do note that you felt that the Tracer was both professional & pleasant which is exactly what their training aspires them to achieve. The Tracer also directed you towards your GP should you feel unwell & this is also advice we provide so that each case has a point of contact to refer to should their health condition deteriorate.

Again thank you for taking the time to provide us with your thoughts - I will pass your feedback on to our Call Coaching Team so we can hopefully improve our service in the future.

Best Wishes

Contact Tracing Team

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