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: Any existing duty team email alerts will remain. Risk emails can be sent to your duty team based on whether a referral flagged as risk identified and/or risk confirmed. Your CSM will confirm the required workflow.

The addition was made due to client feedback from the last years. Having information on whether someone might be affected by an eating disorder at assessment can help ensure that this person gets the right support from the get-go. 

If the SCOFF was administered, results will appear as part of the clinical notes in the referral. 

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