The Work of St Loye's Independent Living Centre: An Evaluation of Telephone Enquiries

Three hundred and eight telephone enquiries to St Loye's Independent Living Centre were monitored over a period of one month as part of an evaluation study. The method used to monitor the calls was similar to a study carried out at another Disabled Living Centre. This enabled comparisons to be made and service characteristics to be developed. One hundred and thirty-six (45%) of the calls came from health/social service workers. Occupational therapy staff made the most enquiries. Nearly half of the total number of calls were for information about equipment and, in particular, to assist with mobility. Enquiries covered 82 different items of equipment. The complexity of the enquiries and the increased demand meant that staff needed to be knowledgeable about local and national services and required up-to-date information about equipment.