Call handlers for community nursing referrals: importance of collaborative working

Messages being left on an answerphone by service users or professionals have historically been considered the traditional communication methods in community nursing services. In May 2018, an NHS organisation successfully rolled out a service whereby call handlers process enquiries using clinical algorithms, clinically triaged by a community nurse, based on the electronic patient record system. This article describes how this project was designed and implemented, reflecting on the value of shared knowledge and skills for successful service development, and how the absence of these can be a barrier to service improvement projects.