How to find clients to provide test results and/or engage in care
* The following techniques are only to be employed if the client consents/agrees to be found.
All client confidentiality and HIPPA guidelines, policies and procedures should be followed as usual.
Coalition Building
Appointment Card
Relationship Building
- The better relationship you have with the client, the more likely they will return and engage in care.
Asking the right questions at Intake
- If we needed to find you, are you easy to find? ( ) yes ( ) no
- What is the best time of day to reach you by phone?
- Where is the best place to find you? What is the best time to find you?
- Besides this location where we found you today, where else do you hang out?
- Do you go to soup kitchens?
- Do you access shelters? If yes, which one(s):
- Where do you pick up your check at the beginning of the month?
- Mailing address: Some clients use a friend, family member or social network address as their place where mailing goes to.
- If you get this information, you can send them a reminder letter asking them to come in to get their results.
- Asking about social networks: For example: Do you have a close friend that serves as your go-to contact for emergency reasons? If yes, can we get his name and contact information?
Taking Pictures of Clients – keep in chart: Can help staff remember faces, or help staff identify someone they haven’t met personally
Use of Incentives
Free Mobile Phone: Free mobile phones can be provided for people with low income - Safe Link or Assurance
Contacting Clients
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Telephone Calls: at least 3 attempts at different times of the day
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Site Visits: Place where client picks up check, Soup kitchen, etc. Verify frequency of client’s visit to the location
- Home Visits: Ask when likely to be found at home
Google Maps
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Can use to verify address
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Can Zoom all the way in to street view to get a picture of building and neighborhood – safety check for home visits
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Helps with mapping home visits - directions
When Client is MIA
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 Updating...
ĉ Office of Viral Hepatitits Coordination, Nov 23, 2010, 12:22 PM
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