Stage 1 – Initial enquiry
A member of the booking team receives all incoming enquiries for a new or existing guest. It is their role to ensure that every booking is handled smoothly, and the nursing assessment team are involved with assessing the needs of every guest for each booking. The booking team’s role is to
- Complete an Initial Telephone Assessment
- Inform enquirer if condition is unsuitable
- Explain the booking process and what is offered during a break
- Record all enquires for our stats
Procedure
- Initial Telephone Assessment (ITA) form completed to determine dependency and suitability
- No further information will be given to the enquirer if at this stage the potential guest has an unsuitable condition such as Alzheimer’s or condition, we are unable to care for or are insured for. Where possible other respite facilities are recommended. Enquiry filed as unsuitable in enquiry file.
The following points are explained to all enquirers who fit within Leuchie’ s initial telephone assessment criteria
- That a Nurse must sign off the assessment process
- Physio/OT is available
- Themes, dates and availability
- Trips and in-house activities
- Funding and grant advice/deposit
- Cancellation policy/Insurance
- Visit to house suggested and arranged
- Brochures sent – all contact details for brochures to be added to Nav for marketing
Record all enquiries every month in yearly enquires file
Posted in Bookings and Assessment