Standard Operating Procedure (SOP) Telephone text messaging service for Young People within Children Young People and Families, 5-19 pathway

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1 Standard Operating Procedure (SOP) Telephone text messaging service for Young People within Children Young People and Families, 5-19 pathway DOCUMENT CONTROL: Version: 1.2 Ratified by: Clinical Quality and Standards Group Date ratified: 5 May 2015 Name of originator/author: Clinical Lead Name of responsible Clinical Quality and Standards Group committee/individual: Date issued: 15/06/2015 Review date: November 2016 Target Audience Children Young People and Families Business Division

2 Ratified by: Clinical Quality and Standards Group Date ratified: 5 May 2015 Name of originator/author: Clinical Lead

2 1. Aim The British Youth Council (2011) carried out a survey of young people s views and opinions re school nursing services. 49% of the young people surveyed were unsure who their school nurse was with 69% being uncertain how to contact the school nurse. The Healthy Child Programme (HCP, 2009) outlines the importance of early intervention, acting to support and advise young people in a timely manner; when they want support and answers. Getting it right calls for services to make best use of their workforce p 18. The service was born out with consultation of Young People in Doncaster; wishing to have ease of access with School Nurses. Therefore to improve access to services; within Rotherham, Doncaster & South Humber (RDaSH) NHS Foundation Trust 5-19 pathway, responding in a timely manner a text messaging service has been initiated for use in the 5-19 pathway allowing young people to contact, their school nursing service, project 3 and know the score in a user friendly manner. 2. Scope This Standard Operating Procedure (SOP) relates to all the 5-19 pathway staff employed within Rotherham, Doncaster & South Humber (RDaSH) NHS Foundation Trust, Children, Young People and Families, School Nursing Service. The SOP provides guidance to staff in receiving and responding to mobile phone text messaging service provided for young people years. 3. Link to overarching policy and/or procedure Safe Haven policy see link below, specifically section on SMS. Page 2 of 6

The Healthy Child Programme (HCP, 2009) outlines the importance of early intervention, acting to support and advise young people in a timely manner; when they want support and answers.

3 4. Procedure Young Person initiates contact by texting/ringing the message service for support Practitioner receives message Prioritises the level of need and response required Young person refuses to give any details. Advise Young Person why name DoB required; continue to refuse Routine enquiry. Request name & DoB of young person If on priority caseload follow safeguarding stream Safeguarding / concern Engage young person in dialogue Request name and DoB Complete form; Request for anonymity. Record telephone number on the form from caller ID Give advice and support Record into clinical record Make decision query follow up Attempt to establish the name date of birth of young person record check Refer to Social Care as per safeguarding policy File with documentation relating to phone use. If follow up is required organise a face to face or time to contact at the convenience of the young person Contact line manager / On call DCIS manager via TRH switchboard or safeguarding named nurse / Advanced Nurse Practitioner for supervision if required NB Information Governance should be adhered to at all times Page 3 of 6

Request name & DoB of young person If on priority caseload follow safeguarding stream Safeguarding / concern Engage young person in dialogue Request name and DoB Complete form; Request for anonymity.

4 4.1 Operational responsibilities The mobile phone should be locked with a key pad code at all times when not in use; operation times 9 a.m. 5 p.m., Monday Friday excluding Bank Holidays. Only named staff rotated to hold the phone should have access to the key pad code. In the event of loss or theft of the device an IR1 should be generated alongside ensuring that area manager / Advanced Nurse Practitioner is aware of the loss / theft ( content/uploads/2009/11/incident-reporting-policy-approved-rmsg V7.pdf). If theft occurs this should also be reported to the Police. Any message received should be acted upon. Practitioners are required to obtain the name and date of birth (DoB) of the young person to authenticate the contact, this must be recorded into the young person s record and deleted from the phone. Where no details of name, DoB or address are given a request for anonymity form should be completed (appendix 1) and shared at allocation / team meeting, ensuring all those practitioners using/supporting the service are aware of the issues raised. Where a number of issues are raised from one number the young person should be offered a face to face contact. If a safeguarding issue is raised and no details are given this should generate a safeguard and should be discussed with Manager, Safeguarding Named Nurse or Advanced Nurse Practitioner. Practitioners should exercise care when having a dialogue with a young person; where possible it should be established the name, age and area of the young person. Where text language is used this can be clarified by requesting clarification from the young person. The phone should be used wherever possible in conjunction with TPP records to enabling practitioners access to records being aware of past intervention and current medical concerns to allow informed decisions to be made regarding the young person s current care. Where a young person is unwilling to give name or date of birth, the young person should be counselled to undergo a face to face contact, if this is not accepted, advice should be given to the young person in line with their request. This should then be documented onto a word document and discussed with the area manager or on call manager, query any further follow up. Additionally a level of understanding should be gained, clarifying the young person s competence, where possible. Where concerns are raised regarding the young person s competence / level of understanding, the young person should be counselled to undergo a face to face contact, in a safe environment for both young person and practitioner, e.g. school, at their convenience. Page 4 of 6

In the event of loss or theft of the device an IR1 should be generated alongside ensuring that area manager / Advanced Nurse Practitioner is aware of the loss / theft (http://www.rdash.nhs.

5 Where possible any dialogue should be transferred into the young person s record, the young person should be given every reassurance around confidentiality and should be counselled to give details of name and date of birth where possible. It is paramount that this information is gained as this allows for a check of records regarding existing concerns and previous service delivery. Additionally all contacts made can be recorded in the records which adheres to local record keeping policy. The phone should be switched off outside of operational times; 9 am - 5 p.m.; Young people are to be made aware of operational times at all marketing events and how to access services and helplines outside operational hours. If support or supervision is required regarding any calls received, practitioners should consider discussion with Area Manager/Advanced Nurse Practitioner or Safeguarding Named Nurse. In the event of a call ending outside of operational hours and the practitioner requiring support, the practitioner should contact the switchboard of Tickhill Road Hospital (TRH) and request the On Call DCIS Manager. The text number and operation times 9 a.m. 5 p.m., Monday Friday excluding Bank Holidays should be marketed at all events attended by practitioners; including individual appointments. The marketing of the service is undertaken by individual credit card sized cards and posters. Marketing materials are available from the area secretary or advanced nurse practitioner. 5. Links to any Associated Documents Lifecycle of Clinical & Corporate Records Policy, Information Governance Policies, RDaSH Intranet Safe Haven Policy, Information Governance Policies, RDaSH Intranet Information Governance Policy, Information Governance Policies, RDaSH Intranet Incident Reporting Policy, Health & Safety Policies, RDaSH Intranet 6. References British Youth Council (2011) BYC School Nurse Report. Our School Nurse: Young People s views on the role of the school nurse. RCN (2006) data/assets/pdf_file/0010/78697/ pdf RCN (2012) Code of Professional Conduct. Page 5 of 6

Additionally all contacts made can be recorded in the records which adheres to local record keeping policy. The phone should be switched off outside of operational times; 9 am - 5 p.m.; Young people are to be made aware of operational times at all marketing events and how to access services and helplines outside operational hours.

6 Appendix 1 Request for Anonymity Form For use with Mobile Phone where name and DoB was not shared Mobile number Is there previous contact from this number? Conversation Content..... Name & DoB requested? Response Confidentiality discussed? Actions Undertaken (specify as appropriate) Safeguard completed Number. Safeguarding Named Nurse contacted Name... Advanced Nurse Practitioner contacted Name Shared at allocation meeting - Date... Page 6 of 6

Response Confidentiality discussed? Actions Undertaken (specify as appropriate) Safeguard completed Number.

POLICY FOR THE RECEIPT OF DONATIONS TO CHARITABLE FUNDS

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