"Crisis services should provide community based accessible, appropriate and immediate interventions which aim to prevent or reduce the impact of a crisis. Prompt and timely support should be offered to those in crisis at hours when they are most needed." | The aspiration should always be toward 24/7 cover. For those services not operating 24/7, accessible alternatives should be provided out with the core hours of operation, (e.g. out of hours helpline, links to other services, NHS 24 etc). In designing a care response account should be taken of service users and carer's own assessment of the crisis. If the service is not placed to meet the assessed needs, information should be given on alternative options and services. Unavoidable delays should be communicated to service users, their carers and/or referring organisations, with an anticipated response time. | Operational protocols agreed (who, what, where over the 24- hour period) in partnership with all relevant services and agencies; Minimum target for response times agreed based on available resources including staffing levels; Arrangements in place to ensure immediate 24-hour access to medication support, including administration of medication, monitoring of side effects and information on medication/side effects; Referral protocol agreed and in place to ensure timely supported transitions; Current information and advice provided to service user and/or carer on alternative support organisations; Complaints procedures in place; Literature and information available on crisis service organisation and values with contact details throughout the 24-hour period; Procedures in place to record and feedback on referral outcomes to service users, carers and referring agencies; Protocols in place for links with NHS 24 and other out of hours telephone response services. |