Analysis: LOs Support Management Analysis

Local Office	Type of support	Number of specialties inboxes	Method of contact Email/Phone…?	Dedicated Team to manage	Is is the same support type for Dentist/PH? Y/N	FAQ in place? Y/N	KPIs	Improvement Plan	FORM R support	Data exposed to trainees	Other Info from website
East Midlands	Generic Inboxes	7	Email Telephone (though not available for all departments) There are also long list of individual emails on website. Any tendencies of trainees contacting individuals rather than using the generic? Seems yes if confirmation of Form R Part B is not sent. Trainees are directed to contact coordinator	Everyone responsible through the generic inboxes of the team. Recruitment Programmes Assessment and Revalidation Professional Support and Welbeing Services Quality Faculty Support	Y	Y For Form R	here is for ARCP but it is more of outcomes rather than a process. Standard CoP deadlines	Keep current until TIS comes up with the clean up. GW had previously reduced the number of inbox	LO sends trainees Form R attachment to complete when notifying them of their ARCP via the reval inbox Reval inbox is a generic Inbox that is divided into specialty folders. Revalidation.EM@hee.nhs.uk. Confirmation of receipt email sent to trainee. Admins manually sort to correct folder and individually respond. Also save Form R in relevant folder and TIS 5-10 canned responses for common issues - e.g. Form R is blank, Form R is incomplete etc. Initial Form R for new starters is sent by Programmes team, subsequent ones by the Reval team		Technical support/Login Assistance - websupport@hee.nhs.uk Details of contact -https://eastmidlandsdeanery.nhs.uk/staff_contacts Supporting and Escalating Concerns: Pathway for Learners - https://www.eastmidlandsdeanery.nhs.uk/sites/default/files/pathway.pdf local Serious Incident reporting?? There are info. on website directing trainees to contact supervisors, coordinators …..
North East	Personal emails Generic inboxes only for GP,PH, Reval and Foundation School	?	Email TPS goes to Linsey.Best@hee.nhs.uk	Individual email for each specialty	Y	? Check website	ARCP KPIs Based on individual Local policies Lead employers have got KPI	Acknowledged the possible issues with using personal emails	FORM R part A &B managed through the recruitment team	No data LO works closely with GMC and lead employer on a shared spreadsheet to track any changes No issues with trainees and their new NTNs	You can access the support service in the following ways: Confidential Email: newcastle.ohs@nhs.net Telephone: 0191 282 1188 Website: http://www.newcastle-hospitals.org.uk/about-us/staff-information_newcastleohs.aspx Opening Hours: Monday to Friday 8.30am - 5.00pm Lead Employer Trust GP LET helpdesk number - 0844 8797258 GP LET email - GPLET@ne.hee.nhs.uk LET homepage - here
North West and Mersey	Generic inbox 4 Admin per each inbox	?	Email	Responsibility of specialty schools	Y	? Check website	? Liam to find out	To give trainees access to update their info. cut away the middle man.	This generic inbox is the same for FormR	GMC stuff exposed to trainees. Liam to get more info. from head of schools
EOE	Generic inbox EDT( Eastern Deanery Team) generic inbox where all sort of queries goes into and managed- 5-6 people look at this box Auto response - sent to trainee and there they see where training should contact if any queries	?	Email	The programme team manages these inboxes (There is a lead for each inbox that rotates each month) EDT- managed by 5-6 people look at this box	Y	Trainees are directed to the website for the FAQ	Out of office - respond within 5 days Don't actually have a way of measuring	Looking at measuring KPI Looking at improving on the generic inboxes Volume difficult, but the spreadsheet they designed to monitor placement queries is helping	For R Part A sent via email Form R Part B dealt by assessments? EOE team need to find out how they manage it	Placement- Data exposed to trainees
West Midlands	Generic Inbox programmes.wm@hee.nhs.uk Inbox for IDT, academic programme, Assemment (Form R Part B for ARCP)	7 - Main inbox 8- for Assessment	Email Not much phone	Inboxes have a lead and deputy overseen by Band 5. Emails allocated via colour coding and flags IDT - managed by TdS who escalates to Amanda Barber (BM) if necessary	Y for PH but Dentist has got separate team as a faculty,so trainees contact them directly	Welcome pack with contact details of different units and link to website Website	5 days to respond to email but not monitored	It will be good if we can monitor/measure KPI because there is no tools Keen for the online Form R	Welcome letter from dean (asks for various documentations such as the Form R) Inbox for Assessments - Form R Part B and upcoming ARCPs	Twice a year formal audit and also around CoP Formal audit checks trainee’s name, contact details (email, phone number, address) and CCT date Data also exposed during the GMC survey
Yorkshire and the Humber	Each of the schools have their generic inbox with HEE email address LTFT has separate inboxes IDT has its own inbox No separate assessments or programmes team - structure has been in place since 2012	12 people for medicine, 5 people for pathology	Less from trainees more from faculties Tend to avoid telephone	Each speciality manages their inbox Role depends on their bands - Band 3 very task based, higher bands will have oversight; different tasks like sub-speciality	Y	Emails (welcome letter) sent and Form R Part A asked to be filled alongside Website	5 working days Acknowledgement of receipt of email Not monitored/Measured	Communication could be chaotic during peak - ARCP/Rotation Email addresses- how to ensure correct email Tedious checking of multiple emails - over 1,000 ARCP Outcome letters by email by an individual Band 6 (hired a temp). CoP mass communication automation to reduce admin burden. Integrating TIS with various e-portfolio	Form R, ARCP, Rotation queries go to school inbox	Quality team do something on GMC survey (not programme team) In line with CoP, email sent to trainees to confirming their details. This is done where their placements are confirmed. Rigorous validation against TIS and previous rotation to check quality of data mitigate the bulk of trainee queries.
South Western: Peninsula, Thames Valley, & Wessex	Generic inboxes per school Each have their mail boxes by specialty LTFT - email sent to generic inbox	Some by 2 people but for more generic mail -they are managed by couple of people	Data lead through email no telephone at all Programme team sometimes get loads of Phone calls	Form R goes to to general inbox and programme team manages it except for Wessex Wessex - Form R goes through assessment Team - Revalidation South West still have two website though they have tow physical offices- though one	They have separate team with Generic inboxes They are only South West/sev function- 1 dental team One dental team for Wessex and Thames Valley- 1 dental team	1 website per deanery	None Sue to ask programme team	Programme team manages the majority of the queries, When trainee have access to Self-Service, Data Lead are worried if queries will come back to them though they also have generic inbox. Data Lead only manages leave managers for now	Form R goes to to general inbox and programme team manages it except for Wessex Wessex - Form R goes through assessment Team - Revalidation	Sue- No idea - to find out Sue to go back and ask the business manager on data they exposed to trainee and how often Basic Leave manager info like Name/Contact details/gmc/email,/placement, GMC survey time? TBC Cop? TBC	South West still have two website though they have tow physical offices- though one
London & KSS