Receiving a Contact or Referral

1. Using this Procedure

This procedure should be used as guidance for good service when receiving a contact from a person or carer with an existing Care and Support Plan/Support Plan, or from someone wishing to make a referral or access support for the first time.

Note: This procedure is used by all of the following teams and services:

1. First Point of Contact;
2. Reablement;
3. Occupational Therapy;
4. Hospital Discharge;
5. Older Adults;
6. Learning Disability;
7. Mental Health.

2. Receiving a Contact

General Practice Guidance

Every contact should be managed in a professional manner at all times.

Establish whether the contact is being made by the person/carer about whom it relates. If not, confirm that consent has been given or, in the case of a person with Care and Support needs that the individual making contact has the legal authority to act on their behalf.

Take a strengths based approach during any conversation or written communication.

Take opportunities to provide information and advice or to discuss prevention services.

Always allow sufficient time for the contact so that the caller can say everything they want to say and ask any questions they may have.

Where a message has been left for you always call back as soon as possible and apologise for any delays or inconvenience caused.

Make sure you are satisfied that the individual making contact has understood what you have communicated to them. Consider an alternative method of contact if they are a person/carer who appears to have difficulty in doing so (for example, e-mail contact or face to face contact) or consider the need to assess mental capacity (see the Mental Capacity Act 2005 Resource and Practice Toolkit).

Record all contacts in a proportionate way, capturing all relevant detail and key points and actions.

Follow up on any actions agreed in a timely way and keep the individual making contact updated on progress.

Receiving a Contact by telephone

Endeavour to answer telephone contacts in a timely way (wherever possible between 3-5 rings).

Be sure to give the individual calling your name, your role and your contact number for future reference.

Receiving E-mail Communication

Acknowledge all e-mail communication so the sender knows the e-mail 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 you (or someone else) again.

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

If an e-mail communication is being forwarded to another practitioner or service for action let the sender know and explain why.

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

Before ending an e-mail 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 you (or someone else) 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 sender specifically requests a text response try to establish whether there is an alternative method of contact that can be used (for example e-mail, 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 practitioner 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 a decisive response.

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 you (or someone else) again.

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

Written responses should be made on Local Authority headed paper so that the sender has confidence in the validity of the response.

3. Receiving a Referral

Receiving a Referral

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 local recording requirements. For further guidance, see: Recording and Keeping Records.

When 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 referrer with a request for 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/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.

4. Adding a new Personal Record

Where the person/carer making a contact or referral (or the person/carer about whom the contact or referral 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/referral;
2. Record any information gathering that may take place; and
3. Record the outcome of the contact/referral.

5. 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.