Process
- Person calls Care Direct Plus and chooses the relevant locality and service area options:
- Assessment and Review Team
- Occupational Therapy (equipment and adaptations)
- Safeguarding
- Arranging Support (professional line only).
- Call handler greets caller, take basic details and checks consent:
- Name
- DOB
- Address
- Contact Number
- Call handler establishes reason for call:
- Advice and information
- Signposting
- Social Care Assessment
- Occupational Therapy
- Safeguarding
- Call handler will do one of the following:
- Resolve call with information sharing
- Signpost to the Independent Living Centre (ILC), Voluntary and Community Sector (VCS), Community team, other CDP service, health partners, housing, or another partner agency.
- Complete assessment, or add to waiting list (see telephone assessment?)
- Call handler ensures the caller has all the information they need for their onward journey, and who, and how to contact in future.
- Call handler ends the call.
Example journey
Call pick up
Susan calls requesting care and support for her mother – since the loss of her husband she has been struggling to manage day to day at home, and has not wanted to leave the house.
Our conversation
Call handler checks Susan has consent to speak on her mother’s behalf, and gains consent to store information. They listen to the reasons for contact, gains understanding of the current situation, and uses the ‘3 conversation model’ in the discussion.
Actions and recommendations
Call handler assesses that Susan’s mother is socially isolated and she is currently able to independently meet her own health and care needs. We [?] identify that Susan’s mother could benefit from a VCS referral for a befriender.
Next steps and call end
Call handler completes ‘your contact Form’ with Susan and supports her to make a referral to the VCS. We[?] agree to send this information to Susan and her mother via email, and give contact numbers for future reference.