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Date: 03/06/2020
Attendees:
Tom de Salis
Alistair Pringle
Sebastian Kwok
Ade Adekoya
James Harris
Ashley Ransoo
Any support in place for trainees?
Main Generic Inbox - programmes.wm@hee.nhs.uk - Initial Form R, OOP, LTFT, new starter docs
Inbox for IDT
Inbox for academic programme
Inbox for Assessments - Form R Part B and upcoming ARCPs
Previously inboxes were separated further but the team disliked this
Any inboxes management as part of your support process?
Main inbox - overseen by Band 5. Emails allocated via colour coding and flags. 7 people answer the inbox - they are divided by speciality.
IDT - managed by TdS who escalates to Amanda Barber (BM) if necessary
Assessments Inbox is looked after by 8 people
Inboxes have a lead and deputy
If yes, how do you manage the inboxes ?
How many queries do you get per day/week… e.g placement/assessment queries?
Trainees send queries normally around grades, training dates and CCT dates (as a result of the formal audit below) and these are managed via the Programme inbox
Do trainees have an opportunity to see the data you keep on them on tis? If so what's the process of managing queries/change?
Twice a year formal audit and also around CoP
Used to have quiet periods to look at significant tasks like this
Formal audit checks trainee’s name, contact details (email, phone number, address) and CCT date
Data also exposed during the GMC survey
Any dedicated Team to manage the queries?
Yes - see above
Is the support the same for Dentist &PH?
Dentist has got separate team as a faculty, so trainees contact them directly (for training courses etc.)
Has specific staff that deal with DCT, and higher dental training.
PH comes to the programme team only dental is separate
Any document for your FAQ?
Welcome pack with contact details of different units and link to website
Welcome letter from dean (asks for various documentations such as the Form R)
All on the website
LTFT page on website
Do you do have any KPIs? Any system or process to measure this?
5 days to respond to email but not monitored
Any plans to improve your current system?
It will be good if we can monitor/measure KPI because there is no tools
Keen for the online Form R
Phone /Email contact
Emails generally, not much phone calls (as not desired) so as to have audit trail
Useful website to get more information