Record keeping (emergency visits)

Purpose

This procedure describes the actions to be taken by a Careline Officer to record details of emergency visits to customers.

Responsibility

All staff

Process

Details of all assigned mobilisations and emergency visits must first be recorded on to a Careline Call Log Sheet which is to be used whilst taking a summary of the facts over the phone. Full details of the visit should then be recorded on the customer database.

• Details of all assessments of customers and actions taken on behalf of customers should be recorded on to a Careline job sheet.
• Details of any refusal to agree a course of action by a customer or any incident in which the staff member over-rules a customer’s wishes should be recorded on the job sheet.
• Details of any other person present during the visit must be recorded on the job sheet.       In addition to where and in what position the customer was found and how they were left. Whether the property was left in a secure state or whether the doors or windows were left open/unlocked at the request of the customer.
• Database job sheets must be fully completed by the staff member(s) visiting the property.

Completed call log sheets to be filed in the appropriate box file in the Control Centre at the end of each shift.