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‘Callback’: increasing access to, and improving choice in, a multi-level, multi-purpose low-intensity service

Published online by Cambridge University Press:  02 May 2013

Jim White ,
Michael Ross ,
Carol Richards ,
Vicky Manson  and
Sandra Johnston
Jim White*
Affiliation:
STEPS Primary Care Mental Health Team, Greater Glasgow and Clyde NHS, Glasgow, UK
Michael Ross
Affiliation:
STEPS Primary Care Mental Health Team, Greater Glasgow and Clyde NHS, Glasgow, UK
Carol Richards
Affiliation:
STEPS Primary Care Mental Health Team, Greater Glasgow and Clyde NHS, Glasgow, UK
Vicky Manson
Affiliation:
STEPS Primary Care Mental Health Team, Greater Glasgow and Clyde NHS, Glasgow, UK
Sandra Johnston
Affiliation:
STEPS Primary Care Mental Health Team, Greater Glasgow and Clyde NHS, Glasgow, UK
*
*Author for correspondence: Dr J. White, STEPS Primary Care Mental Health Team, Greater Glasgow and Clyde NHS, 60 Florence St, Glasgow G5 0YX, UK (email: white_j16@sky.com).
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Abstract

In a previous paper auditing individual therapy in the STEPS team, we demonstrated a significant problem with attrition for both CBT and person-centred therapy. We argued that a root-and-branch change to the referral process was needed. This paper looks at the system which replaced it. ‘Callback’ allows self-referral with service users able to leave a phone message at any time. Clinicians call back and carry out a protocol-driven assessment, arranging, where appropriate, services at the end of the call. Reporting on the first 2500 calls, 92% of callers were successfully called back. Individuals were, on average, called back in 8.4 hours. Eighty-six percent of callers were offered an intervention within the STEPS service. They entered these STEPS services, on average, 9.4 days after the initial phone call. Of all callers 15.6% were offered individual therapy. Of these, 93% attended the first appointment and 82% completed a course of treatment. The results suggest that Callback is a significant improvement on the GP-referral system it replaced and provide evidence supporting the utility of ‘multi-level, multi-purpose’ services in primary care.

Keywords

AdultsanxietyCBTdepressionmixed anxiety-depression disorder
Type
Practice article
Information
the Cognitive Behaviour Therapist , Volume 5 , Issue 4 , December 2012 , pp. 124 - 136
Copyright
Copyright © British Association for Behavioural and Cognitive Psychotherapies 2013 

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