📞Triage Calls
Triage calls are used for two purposes:
if further information is required after the referral meeting, then a triage call will be made and the required extra information will be brought as an update at the next referral meeting.
to book in an Initial Assessment for where a referral has been directly accepted.
During triage calls
You can use the Triage Call checklist to help you through the triage call process.
During a triage call the practitioner should, introduce themselves, explain about the service, check the P/C and/or CYP would like to go ahead with the referral, check the reason for referral corresponds with their current difficulties, check current risk, discuss the purpose of the IA and arrange a suitable time for the IA to be booked in, if appropriate. The EMHP is to confirm verbal consent to communicate via email/phone has been gained and document this on PCMIS.
During the call, should any new risks be identified, or needs be deemed to exceed MHST criteria, the practitioner should discuss this immediately with their supervisor to decide whether an IA is still appropriate. If not, the practitioner will follow up with a phone call to the parent/carer to explain & signpost. Any contact with young person/parent/carer must be logged as a note on PCMIS.
The practitioner is then to inform the school/college of the referral outcome and ask them for a further referral. Practitioners/supervisors are to inform the admin when an IA has been booked in and which forms should be sent to parent/carer/young person. Admin will then send a confirmation email to parent/carer/young person and advise them to return no later than 24 hours prior to the IA (date and time deadline to be noted in the email). The referrer (school/college) will also be cc’d into this email.
When ROMS and consent forms are returned, admins are to acknowledge receipt and forward these to EMHP via email. The practitioner is to upload the scored RCADS and consent form to PCMIS and update any new information on PCMIS. The practitioner/supervisor is to then obtain verbal consent to communicate via email/phone and document this on PCMIS.
Each case must be brought back to referral meeting and the supervisor/admin are to update on outcome. Admins are then to send a confirmation letter to GP, parent/carer/young person and referrer advising of acceptance into treatment and the potential wait times and risk management whilst waiting.
After triage calls
If appropriate, cases will be allocated for an IA according to the EMHP’s capacity. An IA (Session 0) will be carried out at the first possible opportunity. If risk is identified during the IA, a full Risk Assessment & Safety Plan is completed. This must all be recorded on PCMIS.
Referral appropriate
If the referral is appropriate and will be seen within a few weeks, send an Introduction Letter.
Referral appropriate and on hold
Send an Introduction Letter. If a practitioner/supervisor is unable to take a referral on, the referral will be placed on hold. A referral can be put on hold for a maximum of 8 weeks from the date the referral is received. During the triage call the parent/carer/young person must be informed of wait times and risk management. The wait time must be clearly explained in the letter also.
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