Analysis: LOs Support Management Analysis

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

https://www.nwpgmd.nhs.uk/foundation-training/frequently-asked-questions

?

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

• Trainee support -https://www.nwpgmd.nhs.uk/TSN/trainees

• Forms - https://www.nwpgmd.nhs.uk/TSN/DoS

• Training support network - https://www.nwpgmd.nhs.uk/TSN

• Quick links -https://www.nwpgmd.nhs.uk/f1-f2-training-programmes-2014-2016

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

Contacts https://heeoe.hee.nhs.uk/main_contact

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

OOP FAQs- https://heeoe.hee.nhs.uk/faculty-educators/frequently-asked-questions-out-programme-oop

LTFT FAQs - https://heeoe.hee.nhs.uk/faculty-educators/less-full-time-training-ltft/less-full-time-faqs

• 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

Trainee Support - https://heeoe.hee.nhs.uk/medical-training/trainee-well-being-hub

FAQs - https://heeoe.hee.nhs.uk/medical-training/trainee-well-being-hub

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

• PSP- Online portal provided by PGMDE support

• Trainees go to lasepgmdesupport.hee.nhs.uk

• All queries is channeled to the PSP which goes through the BI teams to build form

?

• Hunt group through telephone

• Fresh desk

• Fresh desk type system with rota of sub teams to monitor queries and assign to specialty teams

• This process is contained within the system

Y

• FAQ's for everything split by specialty

• assigned ticket within certain hours- to specialty

• 3 days to provide response

• Review anyway to add more FAQs

• first response/acknowledgement to be sent within 24 hours

• Lot of tickets Closed tickets and reopens. way of saying thank you without re-opening tickets

All go through PSP- Online portal

• It was at each rotation initially - synapse system

• synapse is being decommissioned. At moment notifying them via notification on Rotation basis

• GMC survey on top of what they are doing

• Query comes in if data is not matching e-portfolio

• There are categories within freshdesk

• Fresh desk allows them to pull reports to see volume/categories split

• At each rotation, trainees emailed, trainees to reply back if any queries