Standing Operating Procedure for. On Call Managers

Transcription

1 Standing Operating Procedure for On Call Managers Document Details Title Operating Procedures for On Call Managers Trust Ref No Author Sally-Anne Osborne / Pete Old Related Trust Policy On-Call Arrangements Policy Approval process Approved by Sally-Anne Osborne (Committee/Director) Approval Date 04/01/2018 Review date 06/12/2019 Amendments History No Date Amendment 1 01/04/2018 New SOP Role of the Manager On Call The role of the manager on call is to provide a single point of contact with a senior manager who can support the Trust and its staff in maintaining patient safety and service delivery when there are operational problems (including business continuity, critical or major incidents) Whilst the on call manager is available both in and out of working hours, trust departments and teams are expected to escalate problems occurring during normal working hours though their own line management structures. Therefore each service/department is required to develop its own local Standard Operating Procedure (SOP) for the escalation of service delivery problems in hours. It is the responsibility of the departmental manager to develop and maintain this SOP to deliver their service. The pay and conditions of individuals participating in on-call arrangements are determined by the On call Arrangements policy Version Approved all On Call Managers, Approved Pete Old Page 1 of 7

2 Managers will work with staff and their staff side representatives, to discuss and develop their department s SOP. The SOP is the responsibility of the line manager to finalise in the best interests of the service. The local SOP must be developed in accordance with the overall On-Call Arrangements Policy, in particular Section 4 Responsibilities, and contain as suggested: This Standard Operating Procedure describes the local arrangements for oncall provision for the following service: Date of Issue: 06/06/2017 Shropshire Community NHS Trust Managers on Call Definitions and Descriptions The normal working day is: For this service, on-call arrangements are required to cover the following periods (please specify as appropriate) : The length(s) and start and finish times for on-call availability periods are: The frequency of on-call availability is expected to be: The type of on-call arrangement that this department provides is: The service(s) that is(are) covered by this on-call arrangement are: The role(s) that are required to be carried out within this on-call arrangement are: The payment rate for work done when called out for the role(s) to be carried out when on-call are: 9am to 5pm Monday to Friday Weekday nights 5pm to 9am Weekends am am (Saturday and Sunday) Public Holidays am am the next day Weekday nights 5pm to 9am 16 hours for 5 days = 80 hours Weekends am am for 2 days = 48 hours Public Holidays 9am to 9am =24 hours Approximately 1:11, between 4-6 weeks annually shared between eligible Manages On-Call Variable rate availability and call out All out of hours services provided in Shropshire Community Health NHS Trust Normal daily role includes responding to out of hours calls, managing conference calls in periods of escalation, attending sites in relation to specific issue. On call manager and on call Director will manage the Trust response to a Business Continuity or Major Incident both in and out of hours as Incident Manager and Incident Director as defined in the Emergency Response Procedures Variable rate availability payment ;- Mon - Fri 1.10 per hour Sat Sun 1.40 per hour Bank Holidays 2.00 per hour On Call Rate ;- Manager s own A4C rate of pay for each separate call out period for every 30 minute in accordance with point 8 of the policy dated 2017 Version Approved all On Call Managers, Approved Pete Old Page 2 of 7

3 The types of work that are expected to be carried out during the on-call period as an emergency are: The types of work that can be safely left until the following normal working day are: Debrief/supervision arrangements for individuals once the on call period has ended: The number of staff required to participate in this arrangement (as a minimum/maximum) are: The additional training required (if applicable) prior to undertaking on call: The lone working arrangements for the periods of on call: The minimum skill level for an individual to be deemed competent for on-call work is: The minimum number of on-calls to be worked per annum in order to maintain competence is: The on-call arrangement will be reviewed at regular intervals to ensure that it remains fit for the needs of the service Normal daily role includes responding to out of hours calls, managing conference calls in periods of escalation, attending sites in relation to a specific issue Non-urgent routine work, not impacting on patient safety, essential or immediate patient care, or when there are no associated immediate health and safety issues De-brief as required with Line Manager and/or Clinical Supervisor One on Call Manager One on Call Director Induction, Shadowed on-call and introduction to major incident management and annual updates Normally phone contact only is required however in times of call out from home to a trust property or other place of work, the Director on Call will be informed of the time called out and time expected back, On Call Managers will be expected to notify the On Call Director on return home. An experienced senior manager normally AFC band 8 and above. Demonstrate an understanding of Trust Policies and demonstrate the ability to manage risk effectively communicate decisions with clear supporting rationale and accurately log these. Self-awareness in respect to understanding when too tired to provide effective and safe decision making. Knowledge and skills in alignment with the National Occupational Standards for Tactical Commanders 1, sometimes known as Silver Commanders. 3 per year, the normal on call rota would cover 4-5 weeks per year Annually, pending any significant change in circumstance 1 National Occupational Standards for Civil emergencies Skills for Justice Version Approved all On Call Managers, Approved Pete Old Page 3 of 7

4 Travel Time A written risk assessment has been carried out of the department s specified travel time for attendance at work premises when called out, in relation to service need. The risk assessment is attached to this SOP as an Appendix. The department s specified travel time for attendance at work premises when called out is: Normal home to work when call out is required or previous base where there is a re-location of base for excess mileage purposes The safety of the on-call service The rota will be risk assessed to ensure that it is safe to provide the on-call service where there are either short or long-term gaps in the rota due to sickness, leavers, vacancies etc. The manager who is responsible for ensuring all on-call availability slots are covered, by allocation if necessary, is: The manager who will, in exceptional circumstances, require members of staff to participate where necessary, is: Management Escalation The triggers that require escalation to more senior departmental or management are: Rostering The person responsible for creating and publishing the rota is: The rota will be published Each rota will cover a period of: Sickness and other short notice absence The procedure to follow should the oncall individual call in sick (or require other absence) at short notice is: SDG Manager for Community Hospitals and Outpatients (CHOP) with their admin Support in working hours SDG Manager for Community Hospitals and Outpatients with their admin Support Escalation Conference calls dependent upon the level of skills and experience of the Senior Manager, to seek second opinion, in the case of a major emergency from the Director on call Business Support Office to SDG Manager for Community Hospitals and Outpatients or PA to Deputy Director of Operations 2 months in advance 11 weeks approximately dependent upon the numbers of available on-call Managers Notification to Line Manager in line with the Sickness Absence policy and notification to the SDG Manager (CHOP) or Admin support and out of hours to the Director on call Version Approved all On Call Managers, Approved Pete Old Page 4 of 7

5 The manager will ensure that the on-call rota is adequately covered during sickness or other short notice absence by: Requesting cover from the remaining managers on the rota and adjusting the subsequent rotas accordingly to ensure equity of on call provision. Longer term absence The manager will ensure that the on-call rota is adequately covered during long term absence (e.g. longer term sickness, maternity leave, vacancies etc.) by: As above with the exception that Managers on long term sick would not be expected to pick up unfulfilled periods of on call (CHOP) How the rota is covered during periods of annual leave Is the booking of annual leave allowed over a period when the individual is rostered to be on-call? Can leave be booked in advance and oncall rota created around the leave? Before the rota is set and published, the department manager is the owner of the rota slot and therefore responsible for planning to cover annual leave slots. Once the rota is set and published, the individual owns their on-call rota commitment and must swap that commitment with colleagues when annual leave is required, ensuring that reciprocal cover is arranged for every slot covered. No, under normal circumstances annual leave cannot be booked after the rota has been published unless a swap with another manager of the same skill set is agreed Yes, leave can be requested before the rota is formulated Swapping on-call availability shifts The process for swapping shifts is: Time Off In Lieu The process for recording and taking TOIL is: A swap may be arranged with an individual with a similar skill set and aligning with the Director on call with the permission of the SDG Manager (CHOP). Admin support will be informed to also inform Shropdoc by the SDG Admin Support. All on-call activity is recorded on the relevant timesheet and compensatory rest is taken according to the On-Call policy. Version Approved all On Call Managers, Approved Pete Old Page 5 of 7

6 Compensatory Rest The process for giving compensatory rest is: The communication necessary (and using what method) between the on-call individual and the manager in order to agree compensatory rest arrangements is: Normal Working Day Overruns The rules for the emergency cover of oncall if an individual s normal working day overruns into the on-call period are: The appropriate timesheet is shared with the Line Manager and arrangements negotiated to take compensatory rest according to policy, service needs and individual safety. As above Not applicable for work purposes only for compensatory rest as per policy Public Holidays The department covers on-call availability on all public holidays by: Exceptional Circumstances Please specify the types of exceptional circumstances you would expect an individual to encounter, and what you would expect them to do when faced with these (i.e. discuss and agree the approach with their manager) Sharing Bank holidays out throughout the financial year between participants. The day is taken as a normal working day and there is not a necessity to take the Bank Holiday as annual leave regardless of the number of calls. Major Emergency Follow Manager On Call guidance in the event of a major emergency, supporting by the On Call Manager bundle. Contact Director on call. Contact Arrangements The contact arrangements for on-call are (please detail): Job Status/Action Log When called out, the individual must record action taken by: Bleep On Call Manager via Shropdoc. If unobtainable, contact via work or personal home or mobile phone number. Completion of On Call log. Completion of On Call timesheet. Version Approved all On Call Managers, Approved Pete Old Page 6 of 7

7 When called out, the individual must record the status of the job they are called in to undertake (completed/in progress/requires additional resource/escalated to x etc) by: Completion of On Call log. Media Enquiries Any media enquiries out of hours must be dealt with in accordance with the Media Policy and Procedure which is available from the intranet. PLEASE ENSURE THAT YOU SEND A FINAL COPY OF THIS SOP TO HUMAN RESOURCES Version Approved all On Call Managers, Approved Pete Old Page 7 of 7