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Printed at: 02:07:53 / 15-08-2020

Relatives’ Line

From 1 April 2020, a dedicated telephone line has been available for relatives to call and receive an update on their loved one. This was set up as an additional method of contact for relatives who cannot visit their loved ones during the COVID-19 pandemic and to relieve some of the pressure from the ward areas.

The line operates from the PALS office and is supported by trained nurses and PALS officers. The line is available 10am to 6pm seven days a week including Bank Holidays.

The feedback from all staff involved has been very positive and the ‘new’ team who are working together to provide this fantastic service have shown how beneficial it is for clinical and administrative staff to work together to provide a fantastic service.

From a nursing perspective, Francesca Wright, Research Nurse, initially set up the line and with the support of Cate Hillman, Matron, other nursing staff have joined the rota to enable the service to run 7 days a week. The PALS team have worked alongside nursing staff to provide an administrative service to enable nursing staff to concentrate on gaining up to date clinical information to share with relatives.

We would like to congratulate the whole team on their dedication to making this service so successful.

The following feedback has been received from relatives:

  • “It’s been nice being able to speak to a member of staff without taking the nurses away from caring for their patients on the wards.”
  • “having used the relatives line every day, it was very comforting that the nurses and PALS staff came to know me.”
  • “I know I will get an update very quickly when I phone the dedicated line.”