This Guide will show you how to investigate & escalate Clinical Safety concerns if reported by a Care home or Pharmacy.
Patient safety incident investigations completed are undertaken to identify underlying system causes and the actions that need to be taken to prevent the issues from recurring.
1. Care Home or Pharmacy reports a Clinical Safety incident to Support.
2. Support to obtain all the relevant information for investigation to be completed.
3. Relevant information to be accessed by Second Line to investigate and identify the cause of the issue.
4. Second Line to update ticket findings of investigation including screenshots and the reproduction steps.
Please note: If Support are unable to identify if the cause of the incident is User/Pharmacy or System related. Raise on the Ask Product channel for advice if unclear how the system/audit for process is designed to work.
5. Following the above internal investigation. Clarification of incident is required.
User related issue - Provide information to customer.
Pharmacy user related issue - Provide information to customer.
System related issue (Including near miss) - Send External CSI Questionnaire Macro & Escalate on Azure if a bug that requires investigation by Product.
6. Once the questionnaire has been completed and returned the Zendesk ticket should be escalated to Clinical Safety Officer. Using the CSO Escalation Macro to add escalation notes. This will notify the Clinical Safety Team to review the escalation.
7. Clinical Safety Team to review information in the ticket & update with any information/findings. CSO will update Hazard log and Safety incident log. Clinical Safety Team will update Zendesk ticket with CSO internal update Macro.
8. Support to communicate findings to customer including any updates from Clinical Safety Team/proposed intervention/workaround. If logged as a Problem Ticket should remain open until Product investigation in complete/fix implemented.
Following the Clinical Safety/Product investigation being completed/fix implemented a final communication can be sent to Customer & Ticket solved.