A Week in the Enhanced Access Operations Team
Through our Enhanced Access (EA) service, we deliver additional appointments on evenings and weekends on behalf of 17 Primary Care Networks (PCNs). In delivering EA we aim to increase access and reduce workload for these PCNs, providing them with a fully managed service. We were recently rated Outstanding by CQC, giving PCNs assurance of our dedication to deliver an excellent service.
Our EA service is operationally managed by our fantastic Operations Team. Not only do they ensure that 18 hubs across the city are fully staffed, stocked and safe, they also work closely with PCNs to build a bespoke EA service based centred on a PCNs population needs, such as additional cervical screening clinics to reduce waiting lists.
To learn more about what our Operations Team do to prepare and run EA, we’re giving you a glimpse of an average week in their life:
Monday
- Weekend Huddle: The team meet first thing Monday morning to debrief on the weekend EA service and discuss any learnings or actions that have arisen.
- Our team check all communications from over the weekend and revise Lantum (our rota management system) to ensure all shifts are filled and risks highlighted.
- A shift fill report is produced by our Business Intelligence team and fully reviewed by the Operations team to identify any risks.
- Weekly sheets are created and shared with all practices. These sheets are designed to show weekly availability within EA along with services provided and clinical skill sets.
- Full Operational Team Meeting: PCN portfolios are updated, and priorities are set for the next few weeks.
- Complaints/ Incidents meeting: All complaints or incidents are reviewed in conjunction with our Deputy Medical Lead and reflected upon to respond and share learning.
- Overview of Next Weekend: Risks are flagged, and stock orders are completed to prepare for next weekend.
Tuesday
- A full review of all sites shift fill is carried out. We complete an audit to ensure we are contractually compliant across all PCNs the team work to fill any site shifts that aren’t fully staffed.
- An OPEL report is produced focusing on the next 5 weeks.
- Governance Meeting: The team attend the monthly meeting to discuss governance of all services, including risk register, infection prevention control (IPC), health & safety, statutory &mandatory training and safeguarding. ensuring compliance across the whole of the organisation.
Wednesday
- OPEL Meeting: The team meets to look at the upcoming weeks to ahead to identify risks and ensure compliance.
Thursday
- Staff Change & Payroll: Change of hours forms are processed, and the team ensures that all of just under 400 staff are paid on time.
- A shift fill report is produced by our Business Intelligence team and fully reviewed by the Operations team to identify any risks.
Friday
- Weekend Preparation: A full team huddle makes sure the weekend runs smoothly. The team obtains cover and ensures weekend shifts are fully staffed so patients don’t experience cancellations. They also ensure that all staff working in upcoming shifts are compliant and new starters have site induction booked.
Weekend
- The on-call team are active during all hub hours to provide full support to the workforce. They deal with all calls and queries from staff and navigate through any challenges that come up. We can have up to 200 people working over the weekend so it’s very busy!
- The on-call team visit sites to provide site inductions and offer training where required.
- Operational Team Leaders also visit their hubs every four weeks as a minimum to carry out a full site check. This includes checking emergency drugs, EA spaces used, staff engagement, EA signage and equipment.
- Our IPC lead is visible at least every other weekend doing routine site checks, ensuring we are working in safe spaces and all staff are following IPC guidelines. Our IPC lead also undertakes environmental and hand hygiene audits.
- The on-call team deal with all incidents that arise on a weekend, we use DATIX to record and learn from anything that happens.