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Date: 03/06/2020
Attendees:
Tom de Salis
Alistair PringlesPringle
Sebastian Kwok
Ade Adekoya
...
Any support in place for trainees?
Main Generic Inbox - one inbox for all queries. programmes.wm@hee.nhs.uk - Initial Form R, OOP, LTFT, new starter docs
Inbox for IDT - escalation goes to Amanda Barber
Inbox for academic programme - LTFT, programme, new stater etc
Inbox for form Assessments - Form R Part B - Managed by assessment teamand upcoming ARCPs
Previously inboxes were separated further but the team disliked this
Any inboxes management as part of your support process?
Main inbox - Oversea by everyone. 7-8 peopleOther inbox are manged by each specialty team with lead and deputy managers of each specialtyoverseen 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 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 like a formal audit Code of practice time - Nameand 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 phone number cct dates communicated, etc are exposed to trainees and GMC survey time, address) and CCT date
Data also exposed during the GMC survey
Any dedicated Team to manage the queries?
...
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?
Information pack including 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
...
5 days to respond to email but not particularly 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
Mostly emails
They do contact via phone but not much because it’s not desired
...
Emails generally, not much phone calls (as not desired) so as to have audit trail
Useful website to get more information