Introduction and Purpose
Due to increased demand on clinical ward staff our goal was to develop a temporary service which acted to redirect incoming telephone calls away from inpatient ward areas and into a single central service. This service worked alongside the Family liaison service and the Hospital Pals service
The aim of the service was to ensure that family and carers were provided with a timely response to their enquiries, and to ensure our staff are able to put our patients’ clinical needs first.
Family and Carer Engagement Service (FACES) Description
The service aims to:
Reduce pressure on clinical staff to ensure their time is spent on clinical care and treatment by reducing the need to answer incoming telephone calls to Inpatient ward areas.
Provide a single recorded and monitored central service for incoming calls from family members and carers to support family and carers so that they were provided with a timely response to their enquiries.
Provide a timely referral to the Family Liaison Hub (FLH) service, to enable the FLH team to visit the ward to obtain an update and ensure that timely, accurate and relevant information is provided to families and carer.
Ensure Patient Advice and Liaison Service calls are redirected to the PALS team.
You can read and download the poster HERE