Critical Incident and Business Log Overview PRESENTATION Sue Clements November 2014

Presentation Contents The Purpose/Benefits Critical Incident and Business Log Form Types of Issues and Risk Level Guide Critical Incident and Business Log, Analysis and Reporting Process Flow

The Purpose/Benefits To track issues across all areas of the business and provide a ‘helicopter’ view of the organisation To have one place where all issues can be assessed To recognise and evidence best practice (we may already be doing) To use and learn from issues to improve processes, and respond to client and staff feedback To use the ‘log’ to improve service delivery in various departments To keep in line with current clinical governance and best practice To provide data for analysis, and enhance reporting back to Trustees To provide tracked data to support HR issues To recognise and share positive actions

Critical Incident and Business Log Form Background: ‘Form and Log’ to improve process was created by Tarryn Cohen (Consultant) System went live on Monday 3rd November 2014 Process Owner - Sue Clements, Head of Operations Process: To record a risk/incident, you should access the master Google form, complete all relevant sections (including drop-down boxes and menus) and submit. It is the responsibility of the Centre Heads to record entries for their centres.

Critical Incident and Business Log Form The Master Form Template has been set up in Google-Forms. As per the picture on the left hand side of this slide, the form shows a series of drop-down menus and boxes to be completed, with guidance notes for what is required (only part of the form is showing). Work your way through the form giving as much relevant detail as possible. Ensure you submit the form once complete. Any suggested edits to the Master Form should be coordinated centrally via Sue.Clements@CounsellingFoundation.org. -

Types of Issues and Risk Level Guide Type of Issues to be recorded - Clinical - High Risk Clients/Clinical Issues; Service Delivery Training - Trainee issues relating to Clients Business & Operations - Buildings, Centres, Processes, Risk to reputation Complaints - Any complaints received (process to be followed under the Counselling Foundation procedure) Risk Level Guide - A Red – Amber – Green Risk Level Guide has been compiled. This also outlines reporting times, follow-up frequency and timings for entry on to the Risk Log. This guide can be found on the Foundation Website.

Critical Incident and Business Log, Analysis and Reporting To be used by – CEO Clinical Manager Centre Heads Head of Training / Training Manager Operations Once the Form is submitted, each issue will automatically be recorded on a central spreadsheet. A number of Stakeholders will have access to the spreadsheet throughout the month for ongoing review. After each month end, management information in the form of a summary report will be provided Ongoing feedback on this process and reporting procedure will be welcomed from all parties.

Process Flow Incident Occurs CEO & Centre Head monitor spreadsheet – RED cases will receive priority Centre Head ensures follow up actions are completed until cases are closed. Follow Counselling Foundation Process for any specific incident For each follow up action, a new Form has to be completed and submitted. Once Form is submitted, data is transferred automatically onto central spreadsheet Immediate action takes place/investigation launched, where appropriate RED: within 24 hours AMBER: within 48 hours GREEN: within 10 working days Monthly report to be sent by Operations Manager to Key Stakeholders Person (if applicable) informs Centre Head/Head of Department Centre Head enters issue onto Form – Level of Risk to be decided by Manager CEO uses information from Log to report to Trustees. Data to be continually reviewed.