Question

How can we optimally organize our accessibility and availability by phone?

Problem description

The forwarding of telephone calls and SMS, in the absence of the case manager.  At the moment of inclusion in the caseload the mobile phone number of the case manager is communicated to the patient.  Because case managers are not always at work, phone calls are internally routed to each other during the working hours (8 – 20h, Mon – Friday) when a case manager is absent.  After working hours the answering machine gives two messages: 1) use this central number to call a team member between 8 and 20 and 2) in case of crisis, call the GP or emergency service.  In addition, the system is not perfect and rather complex, and the messages on the individual answering machines are not identical.  The use of SMS by clients is also tolerated, but within the team we find different opinions about this issue

Impact - effect

So clients can always call or send SMS, and this is probably an added value for clients who use this in a proper way and with integrity, which is not always the case (persisting clients).  And partially due to errors in the telephone call forwarding system, not all calls are answered.  By consequence the client is not always helped, e.g. by a referral to a GP or an accessible service.  In case of serious suicide threats, not answering calls means a serious responsibility

To do

Evaluate the telephone system, our accessibility and availability, in view of the duty function and “standing orders” we work with. We are investing in the development of protocols for the most common phone problems like suicide threats.  Regarding the use of SMS we haven’t found a clear solution yet.  So far we choose to make individual appointments with clients for whom this is a difficult issue. In time, we need to evaluate if this approach covers all different needs.

In Lille, however, the team is supported by an administrative service.  Unlike ours, their clients don’t receive direct contact details of team members.   The secretariat makes notes of the demands and pass these to the team or deal with the problems using clear procedures

Theme

Starting up and further development/deployment of mobile teams

Topic

critical success factors for starting up and further development/deployment

Reference -  contact

Els van Steenbergen

Mobile team

2B

Project

Halle-Vilvoorde

Intership abroad - place

Lille

Date

September 2013