Step 7: Check Patient was able to Access Resources

A Care Coordinator is there to ensure that mom gets her first appointment with the therapist and mental health provider. 

• Suggested check back time is 1-day after mom is given the therapist and mental health provider’s contact information. 

• To close gaps in accessing care, it is suggested that Care Coordinators facilitate the first contact between a therapist and/or a mental health provider and the mom. We do this by asking mom if it’s ok to share her information with the therapist and/or the mental health provider to have them reach back to mom. If she gives permission, you can make that initial contact. If she says she prefers to reach out, then the tasks below are suggested for follow up.

If mom says she called and left a message but has not heard back: 

• There will be times when the therapist and mental health provider do not return the mom’s call. If this is the case, this is where the Care Coordinator plays a pivotal role in closing this gap.

• If mom did reach out to the therapist or mental health provider and is still waiting to hear back, let her know you will reach out to the therapist and mental health provider to inform them that the mom is still very interested in working with them (the therapist/mental health provider), and she is waiting to hear back. 

• Before reaching out to the therapist and mental health provider, always ask mom if it is ok to share her contact information with the therapist and/or the mental health provider at this point when reaching out to let them know mom is interested and waiting for a call back.

• If mom says “yes”, to sharing her information, share the mom’s name and phone number with the therapist and/or mental health provider. 

• If the mom says she prefers not to share her contact information, then communicate with the therapist and/or the mental health provider that there is a mom who recently called and left a message. Stress that this mom would like a return call as soon as possible.

  • Most moms say it is ok to share their information, because they have already shared their information with the therapist and/or mental health provider either through email or voicemail.  

• Continue checking in with mom to make sure she has been scheduled for her first session. You can help to address any challenges she may have by checking in and trouble shooting how to get her confirmed for her first appointment.

• Make a note of when her first appointment is and follow up the next day with mom to ask, “How was the first session?” “What did you think of the provider?”.

• Most of the time, the first appointment goes well. At this point, let her know, you will check in again to make sure it continues to feel like a good match but if she ever wants to reach out before because she starts to feel it’s not a great match or that she has concerns, that she can reach out to you.

• If she shares that it doesn’t feel like a good match, let her know that’s ok, and go back to your resource lists to find a new therapist or mental health provider to connect her with.

• Some reasons for matches that don’t work:

  • Different personalities

  • Different communication styles

  • Not feeling listened to

  • Not feeling like the provider has enough experience

  • Just not connecting

  • Doesn’t feel helpful