Covid

2. The greeting we use when introducing ourselves to a SU
4. It is a ____________ requirement to record information accurately
5. Information and documentation must be recorded
6. SU has symptoms and is self isolating. It is OK that the household go about their normal life as long as they stay separate from SU.
9. referred to regularly during the call for gold standard rapport building.
12. Gold standard call effectiveness is when the SU stated that they felt reassured with the outcome.
13. What type of escalation do we do when SU wont or cant self-isolate
14. We must do this to answer the service users questions clearly and concisely
15. this is checked after the closing statement
16. ensures the service user is being heard
17. The focus of this week is to display ____
19. gold standard for rapport building when we explore with the SU any barriers to their isolation

1. repeating the full name and date of birth is part of...
3. looks at the total experience.
7. If we transfer a call to another service, minimum requirement is to introduce SU to service provider such as a named introduction.
8. We give this so people feel like they can come back if health deteriorates
10. Family member of SU is unwell. Su has no symptoms. Who should you advised the family member to call?
11. If we are unable to get hold of a SU we record a call log in NCTS as well as leave a voice message.
18. displayed in our tone of voice throughout the call for gold standard rapport building.