New customer referral

Purpose

This procedure describes the actions to be taken upon receipt of new customer referrals from internal professionals (within the council), external professionals and the general public, including phone calls requesting a demonstration/installation.

Responsibility

All staff

Process

Internal Professionals

Professionals within the council should all have access to MOSAIC therefore any requests for a demonstration or installation appointment must be made by them creating a task on MOSAIC. The tasks are then actioned on MOSAIC by a Careline administrator.

External Professionals

A copy of the Careline Referral Form should be emailed to professionals contacting the service from outside of the council or for those with no access to MOSAIC. The completed form should then be emailed to Careline [email protected]

Once the form has been completed & returned it will be processed by a Careline administrator.

Members of the Public

The service is an open access service and will also be contacted by members of the public to request a Careline demonstration/installation appointment.

• Establish which service is required from the customer – Gold or Silver i.e. visiting or monitoring.  Give a brief description of each with an explanation of the difference, the costs involved and the various methods of payment.

Subsidised Service Criteria

Any customer or referred individual who is in receipt of one of the following means tested benefits will qualify for a subsidised Careline Service. These are the only benefits that will attract the subsidised service:

1. Housing Benefit
2. Council Tax Reduction
3. Pension Credit, Income Support
4. Income Based Jobseekers Allowance
5. Income Based Employment & Support Allowance.

All other customers who do not meet this criteria will continue to be charged.

The Careline Admin Co-ordinator is able to check the Civica system to confirm a customer’s receipt of a means tested benefit.

New customer referrals checklist:

• Customers requesting the Silver service should be sent three monitoring service nominee forms. Ideally posted to each nominee separately and, to be completed and returned before the appointment is made.

• Customers requesting the Gold service must have all the keys available by the appointment date.

• Check Office Manager (Careline) to see if the customer is already listed; if they are not listed create a new record and leave the client status as an enquiry until the installation has taken place.

• Check Careline’s calendar for the next available installation appointment taking into account, location, staff levels and other work already allocated for that day. Add appointment to the calendar.

• Retrieve an empty ID key ring from the key room, replace with a tag to indicate that the number has been removed for a potential installation. (Check Careline’s database to ensure that the account is closed and that the number is still available)

• Record the ID number on Jontek and the appointment date which is recorded under the System Info Tab in ‘account opened’ box. Ensure that the ID & MOSAIC numbers have been printed out clearly on the form as they may need to be written.

• Tape the key ID tag to the form and file in the Referral Folder located in the Admin office for the Installation Officer.

• Create a basic record on Jontek (name, address & record equipment type)

NB: There is service level agreement covering re-ablement and hospital discharges in place to install at least the basic package i.e. Lifeline unit and pendant within 72 hours. If sensors are also required then an appointment must be made for one of the Installation Officers to install them after the basic package has been installed.