Discharge support volunteer delivery manual

Excerpt from Kingston Hospital NHS Foundation Trust Discharge Support Service - Delivery Manual

Standard Operating Procedure for Discharge Support Volunteers

1. PURPOSE

This Standard Operating Procedure (SOP) is to be used by you as part of the Discharge Support Service when delivering intervention via the telephone. It outlines the procedure to be completed prior to calling a patient and the escalation process when a risk is identified before, during and after a call.

2. RESPONSIBILITIES

It is the responsibility of the individuals delivering the sessions via telephone to read and follow the SOP.

3. PROCEDURES- What should be completed at each shift?

Things to do prior to calling patients and at the start of every shift

• Log onto a computer and check nhs.net email for new referrals and updates on current patient caseload
• Log your time in Better Impact App
• Ensure that you have enabled 141 to protect your telephone number before making any calls

Calling Patients

You will be emailed a telephone assessment form (TAF) word document for each patient that is allocated to you. It will be saved with their initials and MRN number and TAF e.g. JB123456 TAF.doc All telephone support sessions are to be documented in the patients’ workbook.

For the full document please download the attached PDF