When to call OUT OF HOURS
To disturb out-of-hours, please call 01524 874110 and leave a message explaining who you are, and why you need a response (or alternatively don't need a response - i.e. to share information only.) Required responses can take up to 1 hour - this is because the person allocated on-call may be delivering care themselves, be in the middle of a personal activity or system/ service delays. You may not receive a response if you do not leave a reason for your call. Offices are closed on bank holidays, and calls are managed by the out-of-hours process. Click below for guidance:
When CARERS should use out-of-hours
The out of hours service is for matters that cannot wait for office hours, where a persons safety & wellbeing could be imminently jeopardised if you do not notify OOH. If a service user needs medical help and you don't know what to do, do not wait for our call back - please call 111 (or 999 if serious) to guide you further.
Examples when to use on-call: (These thing CANNOT wait)
Antibiotics/ a new medication/ cream has arrived and needs adding to a MAR (antibiotics especially cannot be delayed until working hours.) Do not apply/ administer medication not on a MAR without authorisation.
A service user is running dangerously low on medication (the person will run out before next office hours.)
You cannot locate medication that is due to be given.
A medication discrepancy that needs immediate investigation.
You're concerned someone has an infection that needs an urgent medical referral, such as cellulitis, acute confusion, urine infection.
You have called an ambulance for a service user.
A service user cannot be found.
A service user has unexpectedly injured themselves (such as a fall.)
You're reporting an absence. (this must be done in good time and not 4 minutes before your shift is due to start.)
Anything else that cannot wait for normal office hours.
Examples of things that CAN wait for office hours:
You want to query something with next weeks rota.
You are struggling with time at a certain service users home.
You have a question or query that wont harm anyone if it is picked up in the next working hours.
When SERVICE USERS should use out-of-hours
PLEASE USE YOUR NAME AND THE FULL NAME OF THE SERVICE USER YOU ARE CALLING ABOUT. YOU MUST LEAVE YOUR NUMBER TO RECIEVE A CALL BACK.
When to use our out of hours/ on-call services:
You're cancelling a visit that falls before the next office hours.
You would like visits reinstating before the next office hours.
1 hour has passed since you were expecting a care worker.
You have a time pressing issue that needs a response.
When PROFESSIONALS should use out-of-hours
PLEASE USE YOUR NAME AND THE FULL NAME OF THE SERVICE USER YOU ARE CALLING ABOUT. YOU MUST LEAVE YOUR NUMBER TO RECIEVE A CALL BACK.
To confirm the start date of a care package
To discuss and co-ordinate hospital discharge
To implement a course of antibiotics
To discuss any matters that cannot wait for usual office hours.