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Responder Responsibility - Switch to 100% Local Service Responding Effective Today

Update from South Eastern Health and Social Care Trust

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picture of Conor Campbell

Dear Colleague

In compliance with Public Health Agency instruction, CENTRAL RESPONDING SUPPORT has today been WITHDRAWN and all Care Opinion stories must be responded to directly through service-based responders.  This support now ends with all published stories having been responded to.

The RESPONSE TIMELINESS standard is within 72 hours of any story being published as the preferred performance and with 7 days of any story being published as the minimum standard.

Response quality for POSITIVE stories should ensure that the story author is thanked for sharing their story and assured that the story has been shared with the team who provided the care.

Response quality for NEGATIVE stories should ensure that the story author is thanked for sharing their story; that their issue has been listened to and understood; that their issue is being considered for appropriate responsive action; that any appropriate apology is made; that detail of any planned / completed change is communicated; that detail of any associated learning taken is communicated and that the story has been shared to appropriate service staff / leads. 

When a story needs some consideration / interaction with colleagues to reach the desired response, it is advisable to submit an ACKNOWLEDGEMENT RESPONSE when you first read the story and then follow up with a detailed response.

When you NEED TO KNOW MORE details in order to respond effectively to a story on an individual basis, you may wish to invite the story author to contact by email or telephone to provide the detail required.

Please review RESPONDER ARRANGEMENTS within your service and advise jennifer.harvey@setrust.hscni.net of any new responders needing added to the system (include their name, designation, service, banding, email address) to strengthen your service's responding reliability.

REGIONAL MONITORING takes place continuously through Public Health Agency and includes focus on quality and timeliness deficits.  Having now completed 2 years of Care Opinion implementation, the Trust has received 967 stories to date and currently holds a 100% responsiveness rating. 

THANK YOU all for your support regarding Care Opinion and the Trust's Involvement and Experience journey.

THANK YOU to Jennifer Harvey, Emma Spencer and Richard Earney for their leadership in our successful Care Opinion journey to date.

Best wishes

Conor

 

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