So the final piece of data (see previous 4 days posts here) relates to how people find out about Drinkline and referral on by this service.
Media Source (Top 5)
51% of all callers in July stated that they found the Drinkline number after searching for it online. 25% obtained the number after looking it up in the phonebook. 9% of all valuable contacts in July stated that they were referred to the helpline via another organisation. 7% of valuable callers found the number via either a leaflet or word of mouth.
Tier 2 Summary
(To briefly explain Tier 1 is non specialist services, Tier 2 is specialist services within the community, Tier 3 is specialist MDT services within a clinic environment and Tier 4 is specialist day and inpatient care)
All calls to Drinkline are handled by a front line team of tier 1 advisers who triage queries, assessing the information and advice required and escalating to a tier 2 team for further in depth advice and information if necessary. In July, 181 calls were assessed as requiring a transfer to tier 2. 128 of these calls were successfully transferred, 6 callbacks were arranged and the remainder did not wish to leave their details and agreed to call back.
Local Signposts (Top 10)
If a caller requires further assistance or advice, the adviser can signpost the caller to an organisation in their area by accessing our database of alcohol services. 578 local services were offered to callers in July, representing 66% of all valuable calls handled this month.
National Signposts (Top 10)
Advisers also have access to a database of national services that can be provided to callers who require further information or advice. In July, 29 calls were provided with the details for Drinkline Scotland. 14 were signposted to Alcoholics Anonymous and 12 callers were signposted to DAN 24/7 which is a helpline for callers who live in Wales. In total, 101 national signposts were provided this month.
I was discussing this data with Laura from Club Soda and we were struck how the existing PHE support focuses on the Change4Life programme, you access an alcohol brief intervention via your GP surgery or you call this helpline who can triage you to community services. Then there is nothing until you require medical intervention to stop via hospital admission, community detox or rehab (either local authority or privately funded). So you have Tier 1 and 2 and then 4 – no Tier 3 service. The majority of people drinking and calling this service have nowhere to go with this issue – which is why I’ve designed the How to Quit workshop that I run in collaboration with Club Soda. Next London date is on Saturday 26th September and you can book your place here 🙂
Edited to add: Serendipitously this arrived in my email inbox today:
A survey looking at what online resources people use related to substance use, and at what stage they are in their recovery. The aim of this is to create a document for recovery and health services about what online resources are available for service users and which resources provide the most beneficial outcomes for those at different stages in their recovery | Breaking Free Online, UK
I’ve filled it in as they are looking at all recovery resources so now is the time to big up your favourite resources to spread the sober love 🙂 Oh and it’s completely anonymous 😉