"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.