Farcical Test and Trace call

[NameChangerDanger]

DD has today tested positive for Covid.

NHS Test and Trace rang and it went something like this:

T&T: Hello, can I speak to DD?
Me: DD is 6, I am her mother
T&T: This is NHS T&T bla bla bla. I’m going to ask you to tell me about DD’s contacts. [Asks for DD’s details, confirms isolation period]
Me: Okay. No problem.
T&T: Are you responsible for this person?
Me: Yes
T&T: and were they born after 2003?
Me: Yes
T&T: and when did they last see DD?
Me: Sorry, who? I thought we were taking about DD?
T&T: Oh. We’ve done it wrong. Can you confirm her school’s postcode and when she was last there?
Me: [gives details]
T&T: Thank you. If you have any queries visit www.blabla.com. Thank you for your time.
Me: Sorry? You’ve not asked me about her contacts?
T&T: It won’t let me go any further. You’ll get another call.
Me: Right…
T&T: Thanks. Bye.

All this was interspersed with very long silences and lots of tapping. Ridiculous!

Any better for anyone else?

At least they spoke to you! I had a call come through within a few hours of the PCR test results that my phone alerted me was the NHS Test and Trace number.

I answered within a couple of rings and said "Hello!"

At which point they hung up on me.

Nice! I have had another call from them, but missed it as we were on a family outing getting PCR tests for the rest of us!

I’ve also had an e-mail from the Council, saying they need to speak to me urgently, would call today and gave me the number they were calling from. Bit odd. They haven’t called.

The major issue now with Test & Trace, is that they did away with the clinically qualified individuals such as public health nurses etc who could competently contact trace (and complete the forms!), and have replaced them with call centre workers who frankly aren’t sufficiently trained, and many of whom don’t seem to understand the enormity of undertaking their role.

This nonsense rule of all under 18 cases and contacts automatically requiring a phonecall is also a joke and doesn’t help the situation!

Seems about right. They gave me a date which was 11 days of isolation on top of the day she tested positive on and seemed surprised that I couldn't give details of the people she spent time with - this is GCSE level so a form class first thing and then 5 different lessons with different people

Not just me then!

It did seem like the contact tracer was completely out of her depth. It shouldn’t be that hard to follow a pro forma though, should it?!

Dido Harding's great success

I had a phone call a while ago about my son, age 2. We did all the expected questions, gave the contact number and address of his nursery (in London, where we live), etc.
Then the last question was ‘does he work in Birmingham?’

@Orangesox

The major issue now with Test & Trace, is that they did away with the clinically qualified individuals such as public health nurses etc who could competently contact trace (and complete the forms!), and have replaced them with call centre workers who frankly aren’t sufficiently trained, and many of whom don’t seem to understand the enormity of undertaking their role.

This nonsense rule of all under 18 cases and contacts automatically requiring a phonecall is also a joke and doesn’t help the situation!

Exactly.

@Calmestofallthechickens

I had a phone call a while ago about my son, age 2. We did all the expected questions, gave the contact number and address of his nursery (in London, where we live), etc. Then the last question was ‘does he work in Birmingham?’

This has tickled me!

I had a similar call two days after DS tested positive. Wanted to know his school name and address, but not at all interested in any other contacts. I explained that school knew all about DS testing positive, but that was it. I contacted all other contacts myself. No calls since and he’s nearly finished his isolation.

@Calmestofallthechickens

I had a phone call a while ago about my son, age 2. We did all the expected questions, gave the contact number and address of his nursery (in London, where we live), etc. Then the last question was ‘does he work in Birmingham?’

I hope you said yes

@NameChangerDanger

Nice! I have had another call from them, but missed it as we were on a family outing getting PCR tests for the rest of us!

I’ve also had an e-mail from the Council, saying they need to speak to me urgently, would call today and gave me the number they were calling from. Bit odd. They haven’t called.

The council will be calling because the national test and trace didnt complete the form properly so they are probably trying to complete it locally

I think you need to be a bit kinder, they are mass hiring currently, I was formerly a team leader for the service and we were only allowed to give them around 3 days of training a day of which is just compliance testing and hr stuff, they are overworked and underappreciated and left to figure out the scripts on their own then shouted at when anyone does anything wrong by the management and compliance teams. Honestly the information you need to try and learn in 3 days is ridiculous and then it is constantly changing through government guidance so one day you might have to ask certain questions then the next we weren't permitted but wouldn't be told. Also a lot of them do the 2 days of looking at info then are thrown straight into call taking without actually seeing the script because it doesn't show on the system until you begin.

What's the actual purpose of the call??

We had one in the summer, just after rest and trace took responsibility for the school contact tracing. Basically was 30 minutes of the same questions being repeated, me having to spell out the school's name about 5 times because the operator couldn't get it, then no further action at all. DC's class at the time weren't even informed by the school (even though I had contacted them). I had to let parents know on WhatsApp.

They called and asked to "speak to the parent or guardian of WinterberrySpice. I'm 33

@WinterberrySpice same here. Twice.
I'm in my 50's and had filled in the on line form.

In contrast, they asked a lot of questions about my friend's daughter's workplace. She's 7.

My OH had a call about our youngest, seemed to be be something like:

T&T: can you give me the names and addresses of everyone he has been in contact with?
OH: No, he's been at school, so we don't know who they are.
T&T: can we pass his details on to the local authority.
OH: No
T&T: would you like to end this call?
OH: Yes
T&T: Ok

Not heard from them since.

Wait until you get the council call! Mine came to my house and then I had an hour interrogation, had to check bus numbers and times of arrival and i was googling postcode of a restaurant we’d been in in London 10 days ago. VERY thorough

@halloweenie13

I think you need to be a bit kinder, they are mass hiring currently, I was formerly a team leader for the service and we were only allowed to give them around 3 days of training a day of which is just compliance testing and hr stuff, they are overworked and underappreciated and left to figure out the scripts on their own then shouted at when anyone does anything wrong by the management and compliance teams. Honestly the information you need to try and learn in 3 days is ridiculous and then it is constantly changing through government guidance so one day you might have to ask certain questions then the next we weren't permitted but wouldn't be told. Also a lot of them do the 2 days of looking at info then are thrown straight into call taking without actually seeing the script because it doesn't show on the system until you begin.

Surely we are not going to have a load more of these inflicted on us.

This is why many people aren't testing

My favourite question was.
Has DS been in contact with someone with coronavirus?
Well err yes, that's how he contracted it!

My DS (12) had Covid in September, confirmed with PCR test and duly registered. He isolated for 10 days, but we didn't get a single phone call. Friends were warning me to expect "the call" but it never came.
I really don't know why, because they seem to harangue other people.

Ha, reminds me of the tome around this time last year when I called to chase my PCR results.

Me - I really need to get back to work if possible, when can I expect these results

Call Handler - well it makes no difference, you'll need to isolate for the full 10 days anyway

Me - no I won't, I'm not isolating as a collar contact, I took a test as I felt a bit unwell

CH - but you still need to isolate for the full 10 days

Me - no I don't, not if I get a negative result, I'm not a close contact

CH - you need to check the NHS website

Me - I have, it seats you can return to work if you receive a negative test

CH - Go on the website, the information is there

Me - I think you need to check the website

CH - look take it up with the government, I don't make the rules.

Me - I don't have a problem with the government, I have a problem with you giving out incorrect information instead of chasing my test results

This went round in circles a few times before I got so crossed I hung up. I never got my test results but a later antibody test showed I had not had covid. How they can employ such incompetent idiots I'll never know. The man also sounded so bored the whole time and yawned through the phone call. Couldn't find any way to make a complaint