Medical On-Call
It's 1am and client wants a melatonin, but they've already taken their allotted dosage earlier in the evening. Do you contact on-call?
No.
Offer sleepy time tea, coping skills, calming music etc?
Should you call Program On-Call if a client wants to polish their nails?
No. Staff may use their best judgment to decide if clients can paint their nails in their room or common area.
If we are running low or out of toilet paper or paper towels, do you need to contact Operations On-Call?
No.
Both items are on the pre-approved list for purchase.
If PERT needs to be contacted for an escalated client, do you contact Medical On-Call first?
Per our On-Call Protocol, Clinical Dept should always be contacted first to support in PERT situations.
4 clients want to go on a store run and only one staff member is able to go. What would you do?
Remind clients the ratio is 2:1. Review who went on the last store run, and decide based on who needs to go/who went last.
Who is Medical On-Call?
Audrey & EJ
Do you contact Program or Operations On-Call when a client is threatening to leave AMA?
Program On-Call must be contacted first for all AMA risks.
If their is a non-urgent maintenance concern, do you call or text the Ops On-Call phone?
Neither. This is a trick question; you add to the EOSR and email if deemed necessary.
If a client or clients are wanting to go on a walk as a coping skill, do you always need to get Clinical approval first?
No. If staff are not escalated and do not have outward clinical concerns, staff may accompany them on a walk during shift.
It is nearing the end of your shift and you notice some of the trash cans aren't completely full. What do you do?
Change the trash liner anyways. All trash, regardless of whether it is full, must be taken out at the end of each shift and replaced with a fresh liner.
Who could you contact in an emergency if Medical On-Call is not responsive?
Marisa (Director of Healthcare)
If a client is threatening self harm or has self harmed, would Program Dept be the first point of contact?
No.
Per our On-Call Protocol, Clinical On-Call is to be first point of contact.
In a true emergency situation requiring Operations Leadership assistance, should you call the On-Call phone?
Yes. Do not rely on texting only when reaching out in an emergency. Texts can be easily missed.
A client has come to you about some anxiety they are experiencing and are asking you about some coping skills they can use. Do you immediately contact Clinical On-Call to assist client?
No. This is not a clinical emergency and staff can support client with coping skills (offer a walk, board games, painting, etc.) and only reach out to On-Call if behaviors escalate.
Shift exchange is approaching, and there are some dishes in the sink that were not able to be done. Do you make a complaint to your supervisor?
No.
We are all one team, regardless of the shift. We lead with compassion and understanding and we finish the dishes.
Do you contact Medical On-Call for an AMA?
Yes.
If client is indeed leaving, medications must be cleared to release.
Who is Program On-Call?
Kendahl
It is a Saturday afternoon, a client is asking if they can have a paint by numbers art project. Do you contact Operations On-Call to order right away?
No. Per protocol, this is not an emergency and On-Call must not be utilized. Staff are to send an email and add to EOSR.
A new admit is wanting to keep their phone and does not want to release it for the 3 day adjustment period. Is Operations On-Call your first contact?
No. Staff are encouraged to set clear boundaries and explain in a kind and compassionate manner, the house rules and the meaning behind the adjustment period. Next steps would be to contact Program On-Call.
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