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4th February 2023


I has a counsellor contact me when my father was dying but then did not make it clear that they would not be available to me after my father died. So on the day that I saw my dad laid out to rest in the chapel I met with the counselor who seemed surprised that I didn't understand that her availablity was only for those who had yet to lose a loved one. She took time to see me there and then but only said at the end of our conversation that there would be no further contact with her and I should wait for about a month before hearing from SJs about counselling for greiving. I thought the boundaries could have been more clearly outlined at the start of our meeting as I outlined why I needed counselling only to be told that was not what was being provided. I did not hear from SJs a month after my fathers death with the offer of counselling and really need it. I was so appreciative of how my father was taken care of but there has been some mixed communications around counselling that has been upsetting.

Suggested improvements
Clearer boundaries and management of my expectations and a follow up call a month after my father's death.

7th March 2023
Response from St Joseph's Hospice (London)

Thank you for your feedback. I am sorry we fell below your expectations and I am grateful for the opportunity to learn from this. I would like to ask our bereavement team to get in touch with you promptly. If that is what you wish, please send me your contact details to my email address g.bowden@stjh.org.uk at your convenience. Kind regards, Gerard Bowden, Quality & Patient Experience Lead

Experience
Dignity/Respect
Involvement
Information
Caring
Trust
Support Staff