The Diagnosis of Failure at St Helens & hospital Site

Transcription

1 Procedural document of: Actions to be taken in the event of electronic & telecommunications failure at St Helens & Whiston Hospital sites Version 12 May 2015 DOCUMENT NUMBER APPROVING COMMITTEE Risk Management Council DATE APPROVED June 2015 DATE IMPLEMENTED July 2015 NEXT REVIEW DATE 30 th May 2018 ACCOUNTABLE DIRECTOR Director of Nursing, Midwifery & Governance POLICY AUTHOR Head of Emergency Management TARGET AUDENCE All Trust Staff KEY WORDS Major Incident, Operational Major Incident Plans Important Note: The Intranet version of this document is the only version that is maintained. Any printed copies should therefore be viewed as uncontrolled and, as such, may not necessarily contain the latest updates and amendments. Note: This document is designed to be printed back to back Page 1 of 32

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3 Comms failure plan v11 July 2014 Contents Page Introduction Section 1 5 Aim 5 Potential Impact of Communications Failure 5 Diagram of mitigating contingency measures 6 Contingency communications equipment 7 Action Cards Section 2 9 Medical Emergency Team (MET) 11 Coordinator 13 All Wards/ Depts Managers 15 Contacts Lists Section 3 17 Distribution List For Major Incident Portable Phones/ Radios Whiston Distribution List For Major Incident Portable Phones/ Radios St Helens Ward Posters Section 4 19 Pager System Failure 19 Complete Communication Failure (Pagers & Phones) 20 Documentation Section 5 21 Emergency Portable Telephone Register 23 Emergency Incident General Message Form 25 Emergency Incident Log 27 Hospital Floor Plans Section 6 29 Whiston 29 St Helens 31 Major Incident Radio Section 7 33 Interoperability 33 Usage 33 Major Incident Radio Standard Operating Procedure

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5 Introduction Section 1 Aim This document describes the Trust s telecommunications contingency arrangements. The Trust has several contingency methods to provide resilient communications to ensure robust business continuity and mitigate the risks posed by a potential telecommunication, pager or complete Cisco system failure. These measures are detailed in this document. Potential impact of communications failure Equipment Risk Risk Rating Pager MET, adult and paediatric cardiac arrest teams delayed in attending medical emergencies VERY HIGH RISK Clinical staff not responding quickly to messages or attending where required for normal patient care & treatment. HIGH RISK Cisco landlines Mobiles/ I phone/ pad/ BYOD All Cisco telecoms and ICT Web based systems Staff unable to dial 2222 or 3333 or 9999 in emergencies. Switchboard cannot be reached to issue tannoy messages and tannoy enabled phones may not work. Combined with pager failure. Normal working practice is compromised and communication with internal and external agencies ceases. Facilities Management helpdesk cannot be contacted for reporting any emergency calls e.g. lift entrapments Compromises on call managers and clinical staff response Slows normal working and communication Compromises business continuity of entire Trust Compromises the normal business continuity of the departments that use these systems and others (including patients) dependant upon those departments VERY HIGH RISK MEDIUM RISK VERY HIGH RISK HIGH RISK MEDIUM RISK VERY HIGH RISK MEDIUM RISK VERY HIGH RISK HIGH RISK Page 5 of 32

6 Comms failure plan v11 July 2014 Diagram of mitigating contingency measures The contingency measures in the table below can be invoked and used either as simple individual fall back measures or as combinations of methods of communications as determined by the nature and scale of the incident and the failure of one or more of each type of communications systems. Equipment Contingency 1 Contingency 2 Contingency 3 Contingency 4 failure Pager Tannoy Portable Cisco phones, Mobiles I phones MI Radios & Runners Paper-based systems + Runners Cisco landlines (therefore Tannoy and portable phones) and pagers too Remaining analogue landlines Mobiles & I phones Runners IT required to issue global / divert of helpdesk phone line to alternative number MI Radios & Runners Paper-based systems + Runners Vodaphone mobiles & I phones Pagers Landlines MI Radios& Runners Paper-based systems + Runners All Cisco systems Paper-based systems + Any remaining analogue landlines Paper-based systems + Mobiles & I phones Paper-based systems + MI Radios & Runners Paper-based systems + Runners Web based systems Paper-based systems + Paper-based systems + Landlines + Mobiles Paper-based systems + MI Radios & Runners Paper-based systems + Runners Page 6 of 32

7 Comms failure plan v11 July 2014 Contingency communications equipment The following contingency equipment is held in secure (locked) Major Incident Cupboards in the locations stated and are charged for a few hours a day on an automatic timer device to avoid them becoming burned out: No Device Location Access Key officer 6 x Radios Whiston, Exec PA office, 5 th floor Office Manager s desk Office Manager 6 x Radios Whiston, ED Major Incident Store (Zone 3), Red Level Senior Nurse key ring, Matrons office, Office-manager s desk Matron Forward Medical Team Senior Nurse 10 x Portable Cisco phones Including GM on call phone Whiston Separate cupboard in ED Seminar Room 1 (Tactical Command) Medical Care Group Offices Level 2 Key on Operational Site Manager s key ring and MET team manager Operational Site Managers IT taskforce 10 x Radios St Helens ADO PA office ADO PA and ADO/ DM s desks ADO PA and holiday cover staff 2 x MTPAS registered/ Vodaphone mobiles Exec Admin office major incident cupboard Key in office manager s drawer All above devices are on charge on a timer to prevent them from burning out. Testing Regime Office manager Exec PA Team Contingency equipment will be checked weekly by the key officer (or the person covering the role in their absence) to establish that the lights show green on all radios and phones. If they show red or orange or any are missing or broken the key officer will report this to IT Helpdesk immediately. The IT taskforce will also carry out regular tests as part of their normal inspection timetable every fortnight. Maintenance and Repair Should equipment be found to be faulty or inoperable the key officer must contact IT Helpdesk as soon as possible to report this. IT staff will then check the equipment and if the problem cannot be fixed immediately, the IT engineer will loan out a spare handset/ battery, etc (which must be signed for) and order a replacement. Page 7 of 32

8 Comms failure plan v11 July 2014 When the replacement is supplied the loaned equipment will be returned to IT department by the key officer and this will be recorded by the IT engineer. Trust mobile (Vodaphone) phones & enabled I phones/ I pads (including those with bring your own device (BYOD) applications) These mobiles or devices are carried by all on call clinical staff and all managers and will be phased in to replace the Trust Blackberries from September BYOD simply means "Bring Your Own Device" Health Informatics have now made it possible for you to connect your personal iphone or ipad to the Wi-Fi Network. As a first step, any Trust employee with an Apple iphone or ipad who wishes to take advantage of this opportunity can request this service be added to their own personal device. This will allow them to: Securely access and calendar anywhere. access will work over Wi-Fi and 3G Access to the internet Instant Message to colleagues or groups of colleagues from personal devices. See at a glance who is available to communicate with. Carry just "One" device What devices are supported? Apple iphone 3GS, 4, 4S and 5, ipad 1, 2, 3, 4 and ipad Mini running IOS software versions 5.0, 5.0.1, 5.1, 5.1.1, 6.0, 6.0.1, 6.1, 6.1.3, and new IOS updates as they are released. To check your personal device is compatible go to - settings - general - about. The software version is listed under Version. To register a device please go to You can register your device immediately. All requests will be processed from Monday 2nd September 2013 Other device makes and models to follow very soon... Page 8 of 32

9 Comms failure plan v11 July 2014 ACTION CARDS Section 2 Medical Emergency Team (MET)/ Adult/Paed Cardiac Arrest teams Coordinator All Ward & Department Managers Page 9 of 32

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11 Comms failure plan v11 July 2014 ACTION CARD FRONT OF SHEET MEDICAL EMERGENCY TEAMS (MET) & ADULT/ CHILD CARDIAC ARREST TEAMS PAGER FAILURE Contingency 1 In the event of a failure of the pager system your pager will alarm as OUT OF RANGE when you are within the hospital buildings. Report this urgently to IT Helpdesk on ext MANY CALLS TO IT HELPDESK = PAGER SYSTEM FAILURE = MET/CARDIAC Teams ALERTED BY TANNOY PLUS CISCO LANDLINE FAILURE Contingency 2 In the event of a partial or complete failure of the telephone system, staff cannot call the Switchboard on ext 2222 to alert the MET so the tannoy system and the Cisco portable telephones may also be inoperable. IT HELPDESK DETECT PAGER & LANDLINE FAILURES = MET/CARDIAC TEAMS & OPS SITE MGR ADVISED TO USE MOBILES, MAJOR INCIDENT RADIOS & RUNNERS Note: Portable telephones or Major Incident Radios only to be used for medical emergency calls and not general medical enquiries Activation, set up and operations Action When alerted to a pager and landline failure go to Main Reception Rendevous Point (RVP) immediately. Sign in on the attendance sheet Obtain your briefing from the Coordinator (Site Manager/ Cardiac Arrest Team Leader/ MET lead/ GM) taking note of arrangements and his/her mobile/ portable telephone number on your mobile phone contacts. Receive and sign for your Portable Cisco phone or Major Incident Radio NB: If radios are issued you will receive instructions from the Coordinator at the time on how to use them. As instructed by the Coordinator: Return to your area with the portable phone or Major Incident Radio Calls from the Coordinator s phone/ radio to be answered immediately Time Page 11 of 32

12 Comms failure plan v11 July 2014 ACTION CARD BACK OF SHEET MEDICAL EMERGENCY TEAMS (MET) & ADULT/ CHILD CARDIAC ARREST TEAMS Stand Down Action Stand Down will be relayed by tannoy or a call/ text/ page from the Coordinator. Attend RVP (Main Reception) for Hot Debrief Report any issues to the Coordinator including equipment problems. Time RETURN YOUR PORTABLE PHONE OR/ MAJOR INCIDENT RADIO AND SIGN OFF. Page 12 of 32

13 Comms failure plan v11 July 2014 ACTION CARD FRONT OF SHEET CO-ORDINATOR Normal role: Site Manager/ Cardiac Arrest Team Leader/ MET Lead (Med SHO/F2 or most senior MET nurse), GM/ St Helens ADO/ ADO PA PAGER FAILURE Contingency 1 In the event of a failure of the pager system pagers will alarm as OUT OF RANGE when bleep holders are within the hospital buildings. Report this urgently to IT Helpdesk on ext MANY CALLS TO IT HELPDESK = PAGER SYSTEM FAILURE = PLUS CISCO LANDLINE FAILURE Contingency 2 IT ALERT Ops Mgr/ /MET LEAD/ GM/ ADO PA TO ACTIVATE TANNOY ALERT VIA SWITCHBOARD In the event of a partial or complete failure of the telephone system, staff cannot call the Switchboard on ext 2222 to alert the MET so the tannoy system and the Cisco portable telephones may also be inoperable. IT HELPDESK DETECT PAGER & LANDLINE FAILURES = MET/ CARDIAC TEAM/ OPS SITE MGR/ GM/ ST HELENS ADO/ ADO PA ADVISED TO USE MOBILES, MAJOR INCIDENT RADIOS & RUNNERS The following contingency equipment is held in secure (locked) Major Incident Cupboards in the locations stated: No Device Location Access Key Officer 6 x Radios Whiston, Exec PA office, 5 th floor 6 x Radios Whiston, ED Major Incident Store (Zone 3), Red Level 10 x Portable Cisco phones Whiston Separate cupboard in ED Seminar Room 1 Office Manager s desk Senior Nurse key ring, Matrons office, Office-manager s desk Operational Site Manager s key ring and Cardiac Arrest Manager 10 x Radios St Helens security office ADO PA and ADO/DM s desks Office Manager or nominee Exec PA Matron Senior Nurse FMT Operational Site Managers ADO PA and holiday cover staff Activation & set up Action When alerted to a pager and landline failure coordinate the response Start your personal log &/or appoint a loggist Attend ED Seminar Room 1 (Whiston) or Bishops Seminar Room (St Helens) and COLLECT THE PORTABLE PHONES or RADIOS and the paperwork and pens in a pull along trolley and go to Main Reception. Confirm emergency number (portable ext 2091 or mobile or radio) with Switchboard. Note: Switchboard will contact the emergency phone/ radio if they receive any emergency calls Alert and discuss the incident and response with GM Message or text managers informing them of bleep and phone failure include MET Lead & other Ops Managers and ask for assistance Time Page 13 of 32

14 Comms failure plan v11 July 2014 ACTION CARD CO-ORDINATOR BACK OF SHEET Activation & set up continued Action Alert MET team via speaking/ messaging/ mobile/ text/ TANNOY or any other means. Contact IT to gain a situation report and inform GM Designate staff member to receive any incoming emergency calls Attend Main Reception set up as a Rendevous Point (RVP) and hand over to the GM on-call when they arrive. Operations Action Take a register of attendance Brief staff on the situation and give them your contact no (portable/ radio/ mobile). Hand out portable phone/major Incident Radio/mobile to a rep from each area ensuring that they sign for them and complete the equipment register. Instruct the teams that they will be alerted to emergency calls from you as the Coordinator via the portable phone/ radio that they have been allocated. Send the teams back to their areas. Coordinate the response from Main Reception keeping a log throughout (using the notepad). Carry out communications checks of the portable phones/ radios every hour. Stand Down Action IT will relay the Stand Down by alert when the pager and/ or landlines are in service again. Conduct a bleep test for all emergency teams and cascade the stand down informing responders that the systems are re-instated Inform GM on call Retrieve the phones/radios and ensure they are signed back in the register. Test and charge equipment and ensure all are secured in Major incident Cupboards as appropriate and liaise with key officer for that equipment. Sign and date and close the log Notify IT asap of any issues with contingency equipment Send a bullet point brief report to the Exec in Charge and Head of Emergency Management asap after the Stand Down. Time Time Time Page 14 of 32

15 Comms failure plan v11 July 2014 ACTION CARD FRONT OF SHEET All Wards/ Depts Managers (Or Most Senior Nurse/ Manager on Duty) Action On receiving the communication from the Site Manager that the Pager System is out of service be aware that the Medical Emergency Team (MET) will attend the Rendevous Point (RVP) at Main Reception (Whiston or St Helens) immediately. Designate an individual to patrol your area every 15 minutes systematically until the Stand Down is declared by tannoy or message from the Operational Site Manager or GM. Stand Down Action Ensure that all Major Incident portable phones, mobiles and radios deployed to your ward or area are returned and recorded in the booking in/out register as soon as possible to: Time Time Whiston: to ED Seminar Room 1 and report any issues (like flat batteries, etc) St Helens: St Helens ADO or ADO s PA and report any issues (like flat batteries, etc) Page 15 of 32

16 Comms failure plan v11 July 2014 ACTION CARD BACK OF SHEET All Wards/ Depts Managers (Or Most Senior Nurse/ Manager on Duty) Action Time Page 16 of 32

17 MAJOR INCIDENT PORTABLE TELEPHONE & RADIO DISTRIBUTION LIST MAJOR INCIDENT USE ONLY unless agreed with DM for Ops or the Head of Emergency Preparedness/ Management Whiston TITLE PHONE NAME SIGNATURE BLEEP DATE GM 2057 Remains with Op Services GM 2057 Remains with Op Services OSM CONTROL 2093 Remains with Op Services OSM MEDICINE 7592 Remains with Op Services OSM - SURGERY 7670 Remains with Op Services MEDICAL SPR MEDICAL SHO 1 st ANAESTHETIST 2 nd ANAESTHETIST OBS & GYNAE SPR PAEDIATRIC SPR PAEDIATRIC SHO SURGICAL SHO ORTHO SHO ECG SECURITY MET TEAM (Internal incident only) GM 2057 Remains with Op Services AVAILABLE PHONE EXT S - PLEASE RECORD WHICH IS ALLOCATED TO EACH ROLE AND ENSURE IT IS SIGNED FOR BY PERSON TAKING PHONE Page 17 of 32

18 St Helens MAJOR INCIDENT USE ONLY unless agreed with DM for Ops or the Head of Emergency Preparedness/ Management PERSONNEL BLEEP PHONE Medical RMO Security Sanderson Suite 6084 Duffy Suite 6428 Seddon Suite 6117/6118 Main Reception 6461 Matron (Surgery) SW Matron (OPD) CP Site Bleep Holder 7179 Directorate Manager 6675 PA if needed Nurse Clinician Whoever is on duty Page 18 of 32

19 Ward Posters Section 4 IN THE EVENT OF A PAGER SYSTEM FAILURE CALL MEDICAL EMERGENCY TEAM/ ADULT/ CHILD CARDIAC ARREST TEAM TEL: 2222 OR FIRE TEL: 3333 AS PER NORMAL PRACTICE THANK YOU Page 19 of 32

20 IN THE EVENT OF A COMPLETE COMMUNICATION FAILURE (PAGERS & TELEPHONES) WARD/ AREA MANAGERS MUST Send a runner to Main Reception (Atrium) to report immediately to the OPERATIONAL SITE MGR (clearly identified) for an emergency briefing and further instruction THANK YOU Page 20 of 32

21 Documentation Section 5 EMERGENCY INCIDENT GENERAL MESSAGE FORM EMERGENCY INCIDENT LOG Page 21 of 32

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23 EMERGENCY INCIDENT GENERAL MESSAGE FORM DATE: FROM: MESSAGE FORM TIME: TO: SUBJECT: TEXT: RECIPIENTS NAME: PASSED ON TO: Page 23 of 32

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25 EMERGENCY INCIDENT LOG INCIDENT: SHEET No: TIME IN/OUT FROM/TO MESSAGE ACTION INITIALS Page 25 of 32

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27 Hospital Floor Plans Section 6 Page 27 of 32

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29 St Helens Ground Floor First Floor Lower Ground Floor Page 29 of 32

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31 Interoperability Major Incident Radio Use The Major Incident radios held in Whiston Execs are NOT interoperable with either those in Emergency Department or St Helens or Medirest radios. Emergency Department radios are interoperable with Medirest radios as they are a similar model. Usage Location Execs Offices NHS Bronze Command & Control Centre Emergency Department St Helens Care Group Command & Control Room (Bishops Seminar Room) Mass Casualty Incident issued to 1. Operational Site Manager 2. Medical Care Group Tactical Coordinator 3. Surgical Care Group Tactical Coordinator 4. Clinical Support Care Group Tactical Coordinator 5. Medirest Tactical Coordinator 6. Vinci Tactical Coordinator Key ED staff and porters St Helens Tactical Coordinators for different specialisms. Pager/ phones failure issued to MET & Cardiac Teams MET & Cardiac Teams MET & Cardiac Teams Channel Medirest radios Security Porters Catering Domestics Vinci radios Page 31 of 32

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