Definitions
Define the use for Routine email communication
General client information, not time sensitive, read within 2-3 days
Name the three main chats used in teams communication
General, Milieu Top Priority Incidents, No Show Need Eyes-on
"Client A has not shown up for groups. I checked KIPU and did not see any alternative sessions or appointments. Does anyone know where they are?"
Teams
Explanations: This would go in the No Show- Needs Eyes On chat for a more immediate response and to allow present staff to identify the location of the missing client.
I will be on PTO starting in two weeks. Please see my coverage needs below:
Wednesday:
2:10p: No coverage needed
3:10p Client Family?
4:10p Culture Group?
Routine
Explanation: This is an email that can be read or responded to in the next few days. If you came into your next shift without this knowledge you would still be able to perform your needed duties.
Define the use for Same Day email communication
Time sensitive, read within 4-6 hours
Which staff/email chains should this email be sent to?
"Upon packing client's medication box today, it was noticed that they missed their morning dose of medication (pill still sealed in pack) on 6/14/20.
No discussion has taken place with client regarding the missed medication at this time."
Client's mini team, BQN Medical
Explanation: The majority of staff needed to address this circumstance would be included in the BQN Medical chain. Follow up if additional staff is involved can be determined by leadership team attached to the BQN Medical chain.
What code is this: A client is acting out and saying they are going to walk out on treatment.
Code Yellow: Client is currently acting out but has not walked out yet. Client Dysregulated/aggravated/ escalating /destroying property- need support.
A client is in crisis and is presenting as a danger to themselves or others and needs immediate intervention.
Teams
Explanation: This would go in the Milieu priority incident teams thread to ensure an immediate intervention could be supported in a timely manner.
"Client has decided to discount programming for the day. They are refusing to get out of bed. This is the third time this week they have declined coming to programming."
Same Day
Explanation: Discounts should always come out as same-day priority even if it's a regular occurrence for the client.
Define the use for Priority email communication
Highly time sensitive, read and respond if needed as soon as possible
Who should this email be sent to?
"Yes - I can meet with this client while you're on PTO!"
A. BQN Clinical
B. BQN Support Staff
C. Both
D. The clinician who sent the request
D. The clinician who sent the request
Explanation: While it may seem helpful to let the entire team know that you agreed to cover the session, that information can be included in the coverage email sent by the clinician
Client in crisis has been intervened on and has settled. Staff showed up at 4:30 PM and supported the client with utilizing skills to de-escalate the situation.
Explanation: Following any Milieu priority incident, an email with an explanation of the events should be sent out via email.
"Client is showing an increase in pacing the hallways, dancing, and talking to themselves."
Same Day
Explanation: This is relevant information for the teams to be aware of. Routine may be too late for a potential intervention, and the client is not in any immediate danger.
Define the use for an Urgent email communication
Extremely important material, drop normal duties to attend to immediately
A client is threatening to physically harm housemates and staff.
Code Yellow
Explanation: They have not done so yet, nor have they made any additional threatening gestures. No violence has been committed. The client still needs to be assessed and intervened on.
A client makes a passive joke regarding S/I. You've followed up with them and they reported that they were joking and don't have any current plans or intent.
Teams
Explanation: Any time a client makes a comment regarding S/I, regardless of whether or not they claim to be joking, they still need to be assessed. This should still be sent out via Teams.
"Hey team, I am out sick today and in need of coverage. Please see coverage needed below:
9AM - Client Session
10 AM- Group coverage
11AM- Front Desk Coverage
Priority
Explanation: Due to this email needing to be read as soon as possible and prior to the end of the shift, this would be labeled as Priority to ensure immediate coverage needs are addressed
A client trips on the final step of the stairs and rips the arm rail off the wall. Immediately following, the client is checked for injuries; they report that they are fine and do not appear to have any visible injuries. They did not hit their head when falling.
Explanation: If the broken piece presents as a safety hazard, the facility manager can be contacted; however, the incident would require an incident report that would need to be emailed to the appropriate parties. The client is no longer in immediate danger.
"Hey team, I am out sick today. Here is my updated finalized coverage for today:
9AM - Individual Session - John Smith
10AM - Group Coverage - John Anderson
11AM - Front Desk Coverage - John Doe"
Priority
Explanation: This is a priority email due to the information provided needing to be known by the team and clients day of and not by the following shift.