FAQs

To align with evolving industry standards, incorporate customer feedback, and enable enhanced change management and testing.

Global (Mandatory): Backend infrastructure, updated NICE risk handling, and the SCOFF questionnaire apply to all services.

Optional: Configuration of self-referral questions and MDS questionnaires

We will no longer classify risk referrals as Low, Medium, or High. Instead, risk flags based on free text or PHQ-9 (Q9) inputs will display as:

• No risk: No risk triggered.
• Risk identified: Risk triggered, but the user confirmed they can keep themselves safe.
• Risk confirmed: Risk triggered, and the user indicated immediate risk or an inability to keep themselves safe.

All crisis copy and signposting will remain the same.

Note: Existing duty team email alerts will remain. Your CSM will confirm the required workflow

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Rollout is phased, beginning with 1% of referrals and increasing progressively over approximately 2 weeks (depending on referral volume). Your CSM will confirm your service's rollout schedule.

Please find below our updated clinical safety case, alongside a 1-pager summarising the changes to the documentation.