This section of the guidance sets out expectations of who should refer and how, linked to Camden’s approach to 3 Conversations:

Careline Referral Options aligned to 3 Conversations:

Referrals made by practitioners must be made formally using the new referral form that is on Mosaic. Old referral forms including word documents are no longer accepted. Practitioners cannot refer via telephone, although they can ring Careline to have a conversation about a referral that they are planning to make or have recently made.

Practitioner referrals using the Mosaic referral form ensure that data is more accurate (for example, names and addresses), referrers can find out the outcome, and benefits can be tracked.

Self-referrals or assisted self-referrals can be made by residents /carers and family members by telephone in the following circumstances:

• The resident (or their carer or family member) have found out about Careline independently, i.e. no contact has been made with Camden social services OR
• The resident (or their carer or family member) has made contact with Camden social services and is being supported in line with “Conversation One: Listen and Connect”
• The resident (or their carer or family member) may appreciate some help contacting Careline, but they will not need any professional support at the assessment and installation visit
• The referral is on the basis of reassurance only and the practitioner does not need to know the outcome of the self-referral to be sufficiently confident that the person is safe
• The resident (or their unpaid carer) is judged to be more than 3-6 months from having a level of need that would require either urgent or longer term care and support arrangements to be considered or put in place. The recommendation for Careline is long-term preventative measure, rather than being linked to the potential delaying of more expensive and intrusive care and support within the foreseeable future.

If Careline is being considered as part of conversation 2 or 3 and will be playing an active role in the care and support of the resident (or their unpaid carer), the outcome and provision needs to be recorded and will contribute towards financial benefits, then the practitioner must make a referral through Mosaic.