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 an 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 ended

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.