Creating the First Connection
Patients call us initially having heard about us through advertisements, are referred by other healthcare colleagues or through recommendations of other patients.
The first conversation will ideally be conducted by a secretary who will establish if our practice can provide the service he requires and if the necessity for treatment exists. If a necessity for treatment exists but we cannot provide the service required, we will refer him to the appropriate provider wherever possible. If this occurs or the first conversation establishes that there is no necessity for treatment the patient will be informed and removed from the initial intake procedure. Such a case will be processed by our rejection analysis procedure, in order to establish how the “mis-referral occurred and prevent its recurrence. If the rejection analysis procedure finds that the rejection was incorrect, and the case will be referred for treatment.
Once the necessity for treatment has been established, the feasibility and responsiveness are examined. This is related to the availability of the therapist, physical location of therapy sessions, accessibility and cooperation of the patient. If the feasibility and/responsiveness do not exist, the patient is referred to another appropriate form of treatment. Such a case will also be processed by our rejection analysis procedure, in order to establish how the “mis-referral occurred and prevent its recurrence. If necessity, feasibility, and responsiveness all exist, all relevant initial information is recorded and the patient referred to a case manager.