Memory Service

Report - 7 November 2017

Patient feedback to Healthwatch Shropshire showed there were issues around accessing the reconfigured Memory Service. This feedback was shared with the service provider, South Staffordshire & Shropshire Foundation Trust (SSSFT).

The trust followed up with an investigation, the outcomes of which were:

  • When they rang the hubs to test response times in and out of hours, they discovered an answerphone facility had been developed at one of the hubs, which was not intended for clinical services, this has been rectified.
  • A call agent (IT/telephony software) solution has been purchased so that a proper call queuing system will be implemented at both administration hubs (East and West). 
  • Shift co-ordinator clinical roles have been developed in each team which can respond to queries from service users raised with the admin hub.
  • The trust will continue to monitor performance with quality improvement events scheduled over next few months focussing on processes in operation in the admin hubs.

Take three minutes to share your experiences

NHS and social care staff are doing everything they can to keep us well during these challenging times, but there might be things that can be improved for you and your loved ones, both in the area you live in and across the country.

You can help make health and care services better by sharing your experiences and ideas.

Talk to us

You might also be interested in

Dementia Care in Shropshire Care Homes - Enter & View Summary Report

Healthwatch Shropshire visited eight care homes registered with CQC as providing some level of Dementia care to learn more about the care they provide and identify areas of good practice. The visits included both residential and nursing homes. We chose care homes of varying size and CQC rating and in different areas of Shropshire.
Find out more
Elderly man and woman talking together at a Healthwatch event

Alexandra House, Ludlow - Enter & View visit report

This visit was part of a programme of visits to care homes that are registered by the CQC as providing Dementia care to learn more about the care they provide and identify areas of good practice.
Find out more