Next-call scripts: discharge coordinator, CHC nurse, council duty
The right words on the right call save days of confusion. Here are four scripts, word-for-word, that work in 2026.
1. Discharge coordinator
"Hello, my name is [your name]. My [relative] is on ward [ward name], NHS number [number]. We understand they are medically optimised. I want to know which Discharge to Assess pathway is planned, who on the team is making that decision today, and what the expected bed identification date is. Can you email me a copy of the D2A pathway decision when made?"
2. CHC nurse assessor
"My [relative] is rapidly deteriorating and may be entering a terminal phase. I want to ask the clinical team to complete a Fast Track Pathway Tool today. Who is the responsible senior clinician on this ward, and which Integrated Care Board CHC team should the form be submitted to?"
3. Council adult social care duty desk
"I am calling about an emergency under section 19(3) of the Care Act 2014. My [relative] has needs that cannot wait for full assessment. I need an emergency placement arranged today. Can you confirm which duty social worker is allocated, and give me their direct contact?"
4. When the answer is no bed available
"Thank you. I want to confirm: my [relative] does not have to leave hospital until a safe destination is identified. I will email the discharge coordinator, the ward sister and the discharge team manager to record that the bed search is ongoing. Who is the on-call commissioner at the Integrated Care Board this evening so I can speak to them directly?"
Always follow up in writing
Every call gets a follow-up email within 30 minutes. Subject: D2A pathway decision request - [patient name] - [NHS number]. The discharge process is recorded on the patient's notes only if it is in writing.Care and Support Statutory Guidance ↗