"Personal phone answered during consultation"

About: Sligo/Leitrim Mental Health Services / Leitrim Adult Community Mental Health Services

(as a service user),

I attended an Out Patient app, part of the Community Mental Health Team at the Ballyshannon Health Care Centre. It was my first app with this team and one I had been eagerly awaiting/in need of. 

A few minutes into our consult, the clinician's personal mobile phone rang and they answered it, while still sitting beside me. They proceeded to engage in a short conversation. I was able to hear the conversation and could tell it was a call from a Tele Marketer, the clinician asked them to call back after 5pm when they finished work. When the called ended, the clinician made a comment to me about how the caller had rang her several times before that (acting as if her behaviour was normal and acceptable). The clinician then continued our consult as if this behaviour was normal. Their phone message notifications dinged during the remainder of the consult, showing they still hadn't turned their personal phone off. 

I attended this service for support with ongoing Anxiety and Chronic Stress. My experience with this person increased both my anxiety and stress levels....and made me feel unsupported. 

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Responses

Response from Denis O'Brien, Assistant Director of Nursing & Leitrim Community Mental Health Team Co-ordinator, Sligo Leitrim Mental Health Services 3 weeks ago
Denis O'Brien
Assistant Director of Nursing & Leitrim Community Mental Health Team Co-ordinator,
Sligo Leitrim Mental Health Services

Service Manager who also Coordinates the South Leitrim and North Leitrim Community Mental Health Teams

Submitted on 27/06/2024 at 15:40
Published on Care Opinion at 15:40


Response from Denis O'Brien, Assistant Director of Nursing and Leitrim South Donegal and West Cavan Community Mental Health Team Co-Ordinator.

Dear hydruszr64,

I am so sorry that you felt unheard and unsupported when you attended your Out Patient Appointment, as that is the opposite of what we strive to achieve. Thank you, for taking the time to give us your feedback as it is very valuable to us in ensuring that people have a positive experience when attending our service. I can completely understand how important it is for you to have your time with your care team which is free from interruptions and distractions, and we try to create an environment where this is possible. Please be assured that your comments will be fed back to the Care Team and Management Team. We always welcome feedback from people who use our service as this provides us with an opportunity to discuss, reflect and make changes and improvements.

Thank you again and I wish you well in the future.

Kind Regards

Denis

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