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A qualitative study of clinicians’ experiences and attitudes towards telephone triage mental health assessments

Published online by Cambridge University Press:  14 January 2014

Elizabeth A. Jones ,
Hazell L. Bale  and
Tirma Morera
Elizabeth A. Jones
Affiliation:
Southwark Psychological Therapies Service, South London and Maudsley NHS Trust, London, UK
Hazell L. Bale*
Affiliation:
School of Health in Social Science, University of Edinburgh, Edinburgh, UK
Tirma Morera
Affiliation:
Department of Clinical Psychology, University of Manchester, Manchester, UK
*
*Author for correspondence: Mrs H. L. Bale, School of Health in Social Science, University of Edinburgh, Edinburgh, UK (email: [email protected]).
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Abstract

This qualitative study investigated clinicians’ experiences and attitudes towards conducting mental health assessments over the telephone in an IAPT service. Nine participants completed a semi-structured questionnaire and data were evaluated using a Thematic Analysis model. Participants were largely apprehensive about telephone working, but many reported positive experiences. Telephone assessments were felt to be structured, focused and comprehensive, and therapeutic rapport was able to be established. However, concerns persisted around whether risk assessments could be adequately conducted over the telephone. Reports of spontaneous feedback from patients during telephone triage suggested that there was appreciation for this method of assessment and that it increased access to the service. Further research is needed to better understand what, for clinicians, contributes to acceptable assessment of complex and subjective situations, such as risk and feeling states, over the telephone.

Keywords

Anxietydepressionpractitioner surveyprimary caresubjective assessmenttherapeutic alliance
Type
Original Research
Information
the Cognitive Behaviour Therapist , Volume 6 , 2013 , e17
Copyright
Copyright © British Association for Behavioural and Cognitive Psychotherapies 2014 

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References

Follow-up reading

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