"the way the staff answer the phone"

My daughter has recently been admitted to a ward at Millview. I have been phoning the ward regularly for an update of her wellbeing. Generally no one answers the phone with a name and their role. I usually have to ask them their name and their status on the ward so that I could follow things through. I have a qualification in social work and am concerned that the way they are dealing with the phone calls from concerned friends/family is not very professional. There is no way of following things through if we do not know who we have spoken to. This could be seen as a way of hiding from responsibility, but I am not saying that this is the intention.

It is so very important to have transparency, especially if there is a problem!

I hope that this will be addressed very soon. I have spoken to a charge nurse who said that they would pass on my concerns. I welcome a reply as soon as possible and hope that this will be changed from now on.

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Responses

Response from Simon Street, Complaints and PALS manager, Sussex Partnership NHS Foundation Trust

I am sorry that you have experienced less that desirable telephone communication from the team on Caburn ward. I would like to reassure you that I will be meeting with the members of my team over the coming days and reinforcing my expectations around our telephone etiquette.

Although it is nice to receive compliments about the work that we do, I really do appreciate concerns about gaps in our service being highlighted so that we can learn from these and continue to develop the service that we provide to our patients and their relatives.

Thank you once again for bringing your concerns to my attention.

Yours Sincerely,

Phil Lamble, Ward Manager

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