Caller Story – August 23, 2021

Caller Story – August 23, 2021

Each week we will post a summary of interesting and representative 211 calls. This week, we have a connection from Newfoundland and Labrador.

Newfoundland and Labrador:

A senior man called 2-1-1 seeking assistance with finding a doctor that does home visits. The caller had been unable to find a service in his area that would do this. In addition, he was also looking for a provincially supported home care service due to his mobility issues.

The 211 Service Navigator asked a few probing questions to better understand the caller’s needs and find the most appropriate referral. The caller was provided with information about a virtual clinic. The Navigator carefully walked the caller through the process of having an online
medical appointment and confirmed that he had access to the required equipment and knew how to use it. The caller expressed that he was comfortable with this pursuing this option and thought it was a good idea as it would spare him having to get to a clinic for routine appointments.

The 211 Service Navigator also referred him to the Home Support Program and explained how the program works. The Service Navigator suggested follow up from 2-1-1 and the caller agreed to a follow up call the next week.

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