Why Call Review?
Call Review is an integral part of Breathing Space/NHS 24 quality assurance, and professional development procedures. The aim of call review is to monitor performance and where necessary work to improve the care experience for callers. Call review also aims to support advisors through providing a safe space to talk about issues that arise from difficult calls.
Breathing Space call review should allow the advisor and an observer to reflect on how effective a particular call was. Call review should therefore allow an opportunity to reflect upon personal strengths and needs. In doing so call review should both recognise effective performance and facilitate appropriate learning/development required in order to enhance performance and improve the care experience for the caller.
Who is involved in the Call Review Process?
A range of approaches will be adopted in the call review process which will consist of:
· Self-review;
· Peer-review;
· Team Leader-review;
· Team Review.
Self-review
The monitoring of one's own performance can provide useful insights into the quality of service that you provide to an individual caller. This informal approach to review encourages:
- autonomy in the review process;
- self-awareness of strengths and needs;
- responsibility to address skills deficits should they exist.
Peer-review
An objective and impartial insight into your performance may be provided by one of your colleagues. It is better to arrange this with a peer that you feel comfortable with and who will give you honest and accurate feedback about your performance. This requires to be arranged through your team leader and when staff resources can accommodate the process.
Supervisor-review
This will be a formal process which again focuses on review as a reflective and learning experience. Team-leader review allows for the on-going monitoring of your performance and assists both the team-leader and yourself to discuss progress and personal development needs.
Team Review
This form of review provides an opportunity for individuals within the team to share experiences of specific calls which s/he found difficult in some respect. The focus will be on team support and team learning from reflecting on such experiences.
Call review form
Advisor's name:…………………………………. Date: .............................................
Observer's name: ..................................... Call review no.:…………………………
The observations should be assessed as follows:
5 - Appropriate throughout 2 - More often inappropriate than not
4 - Appropriate most of the time 1 - Mostly inappropriate
3 - More often appropriate than inappropriate
Beginnings: |
Establish communication with caller: Welcoming and appropriate Appropriate pace of conversation Assist caller to feel at ease Clear agreement about the interaction Clear agenda made for the interaction Caller encouraged to identify issues, concerns and feelings Discussions are exploratory | 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 |
Middles: |
Enable caller to explore concerns: Safe atmosphere and Breathing Space created Nature of issues and concerns established Significance and understanding checked Keeps focus on caller's issues, feelings and actions | 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 |
Endings: |
Bring interaction to an end: Caller's feelings and reactions valued/challenged Summary of interaction and signposting actions Clarification of sources of further support | 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 |
Overall Provision of a "Breathing Space": |
Create an appropriate "breathing space" for caller: Adopts a non-judgmental approach to the caller Tries to establish a therapeutic relationship with the caller Uses empathic statements which reflect a caller's distress Is warm and genuine towards callers Respects and maintains a caller's dignity, individuality and self-respect Is polite and professional at all times regardless of the circumstances of the call Uses empathy and understanding as a means of helping the caller meet his/her own needs Actively hears caller and responds Empowers callers through reflection, guidance and referral | 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 |
Nature of Therapeutic Relationship: |
How did you try to create the therapeutic relationship in this call? To what extent did it work? How do you know? | 1 2 3 4 5 |
Outcomes and recognition: |
Reviewer's comment: Advisor comment: Issues for further review: 1. 2. 3. |