Level of Demand Level of Escalation Action to be taken Level 1 Home Visit- Routine Calls No escalation required Calls to be Clinically assessed upon receipt to the car to ensure Calls are within 4 hours. visited in order of priority to be marked when arriving at patients address ‘Arrived’ Urgent visits within 1 to be marked when moving to next visit ‘En-route’ Use all available resource to ensure even distribution of visits between cars Routine Calls about to breach should be comfort called by the driver and if any deterioration discuss with the Clinician who could review and speak to patient Urgent Visits about to breach should be comfort called by the driver Level 2 Home Visit- Routine Calls No escalation required Calls to be comfort called by driver to advise of situation and to check for within 6 hours deterioration Continue to ensure even distribution of Urgent visits within 2 hours. Comfort Calling should continue to take place for Routine Calls that have breached at least two hourly, and if any deterioration is noted the Clinician should review and speak to patient.* Urgent Visits about to breach should be comfort called by the driver * *Comfort calling can be undertaken by alternative Operational staff eg Receptionist central bookers or despatcher 3 Home Visit- Routine Calls over Despatcher (OOH Ask existing staff if they could work on. six hours. Supervisor) to inform the Document all events in Shift Report. Shift Manager. Despatcher (OOH Supervisor) to ensure comfort calling continues as per level Urgent visits over 2 one and two escalation ensure calls are documented, and patient deterioration is noted, consider GP second contact advice.* Send additional visiting GP & Driver Nominate senior Clinician to re-triage base appointments if available Comfort calling can be undertaken by alternative Operational staff eg Receptionist central bookers or despatcher Level 4
Level of Demand Level of Escalation Action to be taken Level 1 Home Visit- Routine Calls within 4 hours. Urgent visits within 1 No escalation required Calls to be Clinically assessed upon receipt to the car to ensure Calls are visited in order of priority ‘Arrived’ to be marked when arriving at patients address ‘En-route’ to be marked when moving to next visit Use all available resource to ensure even distribution of visits between cars Routine Calls about to breach should be comfort called by the driver and if any deterioration discuss with the Clinician who could review and speak to patient Urgent Visits about to breach should be comfort called by the driver Level 2 Home Visit- Routine Calls within 6 hours Urgent visits within 2 hours. No escalation required Calls to be comfort called by driver to advise of situation and to check for deterioration Continue to ensure even distribution of Comfort Calling should continue to take place for Routine Calls that have breached at least two hourly, and if any deterioration is noted the Clinician should review and speak to patient.* Urgent Visits about to breach should be comfort called by the driver * *Comfort calling can be undertaken by alternative Operational staff eg Receptionist central bookers or despatcher 3 Home Visit- Routine Calls over six hours. Urgent visits over 2 Despatcher (OOH Supervisor) to inform the Shift Manager. Ask existing staff if they could work on. Document all events in Shift Report. Despatcher (OOH Supervisor) to ensure comfort calling continues as per level one and two escalation ensure calls are documented, and patient deterioration is noted, consider GP second contact advice.* Send additional visiting GP & Driver Nominate senior Clinician to re-triage base appointments if available Comfort calling can be undertaken by alternative Operational staff eg Receptionist central bookers or despatcher Level 4
EN%20Herts%20CCG%20Surge-Escalation-and-Capacity-Plan-Version-19-updated-2nd-November-2016.docx