Receiving a Contact or Written Referral (Occupational Therapy)

1. Receiving a Contact

Receiving a Contact by telephone

All telephone contacts should be managed in line with the Local Communication Protocol. This is available in the Local Resources area by clicking here.

Receiving Email Communication

Acknowledge all email communication so the sender knows the email has been received, even if a response to any query cannot be given straight away.

Where a response is not given straight away, or where further action is needed confirm to the sender what will happen next and when the sender may expect to hear from someone again.

Make sure that the signature at the bottom of any email you send is correct and includes your name, your role and your contact number for the sender's future reference.

If an email communication is being forwarded to another person or service for action let the sender know and explain why.

Where the response is going to be lengthy or complex establish whether the person would prefer to be contacted in another way (for example by telephone or face to face).

Before ending an email communication chain, make sure that you are satisfied the sender is happy with the response and has no further questions.

Receiving Text Communication

Acknowledge all text communication so the sender knows the text has been received, even if a response to any query cannot be given straight away.

Make sure that your name, your role and your contact number is included in any text response made.

Where a response cannot be given straight away, or where further action is needed confirm to the sender what will happen next and when the sender may expect to hear from someone again.

Text communication, while convenient may not be the most appropriate way to communicate complex, lengthy or sensitive information. Unless the query is straightforward or the person specifically requests a text response try to establish whether there is an alternative method of contact that can be used (for example email, telephone contact or face to face contact).

Before ending a text communication chain, make sure that you are satisfied the sender is happy with the response and has no further questions.

Receiving Communication by Letter

Letters should be opened on the day that they are received and passed to the most appropriate person to respond.

Letters marked as 'urgent' should be treated as such until there is evidence that this is not the case.

Acknowledgement of the letter should be provided whenever requested, whenever the letter is formal (for example from a Solicitor or a Court) or whenever there is likely to be a delay in response to the letter.

Where a response cannot be given in a timely way, or where further action is needed confirm to the sender (either through a letter or another available method of contact e.g. telephone) what will happen next and when the sender may expect to hear from someone again.

When responding in writing or by email make sure that your name, your role and your contact number is included in any response made.

2. Receiving a Written Referral (Duty OT)

Receiving a Referral

Written Referrals can be received from:

1. Another ACOT team;
2. Croydon Adult Support;
3. The Central Duty and Triage Team.

When a referral is received it should be checked to make sure that it contains all of the required information.

Recording a Referral

A record of the referral should be made soon as it is received, even if the outcome of the referral is not yet clear.

All recording should be in line with the Local Standards for Timeliness of Recording. The standards can be found in the Local Resources by clicking here.

When written referral information is missing

Where information is not comprehensive professional judgement should be used about the need to either:

1. Return the referral to the team who transferred it with a request to gather the additional information required;
2. Contact the referrer to obtain the additional information required; or
3. Process the referral and seek the additional information required at a later stage.

This decision should be made on a case by case basis and will depend on factors such as:

1. The level of information missing;
2. The risk posed to the person or their carer as a result of any delay in processing the referral;
3. The urgency of intervention required; and
4. The complexity of the apparent need.

3. Adding a new Personal Record (Duty OT)

Where the person making a contact (or the person about whom the contact is about) is not already known to the Local Authority a new personal record will need to be created in order to:

1. Record the contact;
2. Record any information gathering that may take place; and
3. Record the outcome of the contact.

4. Identifying Carers

Any team receiving a new referral from or about a person with care and support needs should try to establish if the person has an informal carer at the same time. This will help ensure that the requirements of the Care Act 2014 in relation to carers are met, including the provision of information and advice to the carer, the offer of a carers assessment and the requirement to involve the carer in decisions and interventions relating to the person they support.

If the person with care and support needs is already known to adult social care, and contact is being made to request a review or other intervention, the team receiving the contact should ask whether their known informal care arrangements have changed.

Any new carers identified through a contact or referral should be informed of their right to a carers assessment at the earliest opportunity. When deciding the outcome of this communication, you should refer to Deciding the Outcome of a Contact or Referral (Carers) as required.