Tips Of The Week

Sarah and Sandra discuss complaints and how to handle them. How to set expectations and improve communication.

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Recording complaints and Duty of Candour.

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Sarah and Sandra discuss timeframes and managing expectations.

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In the fourth and final video of the Complaint series, Sandra and Sarah discuss tracking and incidents.

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Vital for ➡️ #Osteopaths #Physios #Chiropractors #Therapists

Sandra and Sarah discuss why clinicians should use them.

Part 1 of 4

#CSP #HCPC

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Is it subject to equality law?

Essential for 👉 #Osteopaths #Physios #Chiropractors #Therapists

Part 2 of 4 Interpreters

#CSP #HCPC

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Using family members as interpreters in healthcare is generally discouraged for several reasons.

Do you know what they are?

Important for ➡️ #Osteopaths #Physios #Chiropractors #Therapists

Part 3 of 4 Interpreters

#CSP #HCPC

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Crucial for 👉 #Osteopaths #Physios #Chiropractors #Therapists

Part 4 of 4 Interpreters

#CSP #HCPC

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Hi everyone, here we go again. It's June and it's Sarah and I, and we're going to talk this month in line with the blog, about working alone in safety.

So I want to talk a little bit about things to consider, and this is going to be our first tip of the week.

So we're going to discuss with you a little bit today about if you end up in that position where you find you have to work alone in safety.

Let's start at the very beginning and thinking, Sarah, what processes could people put in place to ensure they open the door to the person who they're expecting to open the door to?

Yes, because it's quite well, it's a new patient. You, you haven't actually seen them, so you don't know who they are.

So it's always advisable to ask them for their name and don't just assume that it's Mrs. Smith sitting there actually asking for their name.

The other thing that you can do is have a code word. If you've got a video entry, you could, you
could give them a code word to use, but it's just about thinking about don't make assumptions that the person sitting in front of you is who you think they are.

Yeah, I think that's really important. So folks consider that easy one for the week one and then we're going to give you another tip for Week 2.

So we'll see you next week.

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OK, so week two of our tips and last week we talked about how you would make sure that the person who turned up, the new patient who turned up if you're working alone was who they say they are.

And this week we're going on to the process.

What would be your process for calling for help?

And I think it's really important, Sarah, isn't it, that when you start this process, you need to actually sit down with the team, if you've got a team.

So because if you get engagement and they understand why you're doing and how you're looking after everyone's safety, because remember, it could be you, that's the person that actually is injured or collapses.

So you need a process of calling for help.

So you sit down with the team and say, if something were to happen, what do we want to do?

Do we want to notice on the wall?

Because then if it's us that collapses. Someone could see a notice who they call, if there's a defib, where it is, etcetera.

But agreeing as a team, what makes you more comfortable that if you find yourself in this unpleasant scenario, you know what to do because clearly it's very emotive.

Exactly. And also the patient wouldn't, if you did collapse, the patient wouldn't know who to call, who to let know.

So you need to work out how they could know your next of kin, who they would phone to let them know that you're unwell.

And you can do things like that on your phone. You can have an emergency number that can come up on a phone without actually having to access the whole of the phone.

So sit as a team, work it out and think what you're doing.

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Week 3. Remember last week and the week before, we've talked a little bit about how you make sure you've got the right person in the clinic.

You've not made assumptions, we've said about how you work out a process for calling for help and involving your team.

So this time, Sarah and I was saying we need to think really about how do you check out each day?

What have you agreed you're going to do and how long would you wait if someone doesn't check out? You can't just wait indefinitely, can you?

Yeah, exactly. So again, if you have a team, this is a good one to chat through about what you're going to do.

So the last person out of the clinic needs to make someone aware that they've left the
clinic safely.

So you can do it on a WhatsApp group. You could have somebody, if you're a sole practitioner, you could have your partner or a friend or somebody that knows and you get into the habit of actually just letting them know out of the clinic safe.

And then the next thing is to think about, well, how long do they leave it before they actually if you didn't turn up? What would be the next step of the person who you'd who you were meant to contact?

Yeah. And I think it is. It's thinking about time frame, isn't it? It's 15 minutes acceptable, You know, what do you think is comfortable to allow someone as running over before actually you think has something happened to them?

Are they still in the building? It doesn't have to be an awful scenario, does it? It can just be a person themselves has become unwell.

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So week four, the last of our tips for this month on lone working and last week we covered about your process for when you leave the clinic.

If you're alone working or you leave a domiciliary and you're the last one there, who are you going to contact?

How long you're going to leave and what's your process?

So this week we're going to talk about what is your process for locating you?

If somebody didn't hear from you, how would they know where you were?

And where to come and try and find you, or the police to come and try and find you?

And I think, I think The thing is there is, it's very, you need the process, but there's very different scenarios here, whether you're in a clinic or whether you're working as a domiciliary.

So I think important thing to think about is there are some apps like what 3 words, which you can place on a phone puts you, locates you into a very small area on the map, which the network providers can give to the police if needs be, or the emergency services if they've been called. So that's worth talking about.

Again, if you're in a team with a team, if not yourself, your partner or whoever you've agreed is going to be involved in the process with you getting your app on.

But also thinking about if you're doing a domiciliary, so someone may need to access your diary for
whatever reason.

If there's a problem locating you. How do you work the confidentiality piece?

How have you agreed how that person? Would getaccess to your diary to see where you potentially could be if you're visiting out in the rural wild let's say so again, another thing to think about much easier if you think about these things objectively
now rather becoming subjective if you find yourself in a difficult situation

We have a list of useful links for things for lone working.

So if you'd like like us to send you that.

Just get in touch with us and we'll ping it over to you.

So either contact Sarah or Sandra at hcpg.co.uk

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Have you ever thought about auditing your clinic?

Sandra and Sarah discuss the process and benefits...

"Hi folks, here we are again. It's Sarah and I chatting, giving you a little bit of a few thoughts on a theme for the month.

And this month's theme is, have you ever thought about auditing your clinic?

So have you ever audited your clinic against your own professional standards and regs?

Do you know you comply and how robust your processes are you happy to carry on and hope nothing goes wrong?

What do we really think around this, Sarah? Yeah, it's interesting. So that we aren't regulated by the CQC. We are only regulating body is the HCPC.

But having worked as a physio manager of a care home, I'm very used to being audited by the CQC and my goodness me when they come in, they really go into everything.

But at the end of it, you know that your service, your nursing home, your service, is really robust because they've gone into everything and they give you a rating.

So I would if I was running a physio clinic now. I would want to know that I was doing everything that I could to make sure that I complied with all the standards and all the regulations.

And really the only way you can do that is for an external person to come and audit you against them.

And it does help you find problems, doesn't it? And talk through them and work, and kind of raise them and make you aware so that you can sort them out and hopefully preempt something happening.

Exactly.

And protect your reputation. You don't want to wait until it happens and then try and sort it out afterwards.

Auditing your clinic is not a frightening thing. It's very thorough, but it's also non-judgmental. And we're here to help you get as robust as you possibly can.

We are indeed. So folks, a little bit of a thought, why would you audit? And next time we're going to be talking a little bit about the benefits of an audit and some of the things that we've found when people have done this."

#Physio #Osteopath #Chiroprator #Therapist #MSK

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Sarah and Sandra discuss what the benefits of an audit are...

"So I hope that most of you have had a chance to read our blog for July, which is on our website if you haven't managed to.

It's all about why you would want to audit your clinic.

So today we're just going think about some of the values of doing that. And there are many. So we're just going to pick a couple today. So, Sandra, I think you're going to do the first one.

So I think one of the things that we've found, is when we're working with the teams. It's the way it's enhanced the morale of the team. And initially, we sometimes get a bit of resistance and well, what we're doing this for this governance stuff for.

And the fact that it's actually looking at the environment, it's looking at various aspects of their role. But as you know, we're saying it just makes them feel safer. And I think it's interesting that when people understand why you're doing some of these things and you've got processes if something untoward happens, they know exactly where to go to find out what they need to do.

But there are lots of other things as well out there that you think about. Yeah, exactly. So quality assurance, you want to be sure that you are running a quality-assured practice, we don't touch on the clinical side of things, as you all know, if you work with us or follow us. So we're very much in the kitchen looking after your policies, your processes.

And that could be around a robust complaints policy about health and safety, slip trips and falls, all of those things that you can assure that you're putting the safety of the patient and the safety of your staff at the forefront of what you do.

So an audit will help you to realise that. And if you do do an audit and get a high score, then shout about it, and let people know.

Yeah, Definitely.

And we'll discuss some more benefits in the next session with you so that you can gather a bit more food for thought around whether you should do this and how to do it with your team"

#Physio #Osteopath #Chiroprator #Therapist #MSK

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Sarah and Sandra discuss their audit process and what happens...

"Hi everyone, here we go. The final discussion between Sarah and I about audits.

We've told you a little bit about why have an audit. We've told you the pros and cons of doing one. So this time we're going to talk about what it entails.

So Sarah, do you want to kind of explain a bit what we do when we do an audit?

Yeah, of course.

So we do it on Zoom. We don't actually have to come out to your practice. We can come out if you'd like us to, but we can do everything on Zoom.

And we go through all the CSP standards and all the HCPC standards and regulations, it is not the Sarah and Sandra show.

There are about 160 questions and it's yes, no or not applicable.

As any of you who work with us know, we don't do woolly. And so if you haven't got it, if it's not applicable, that's not applicable. And if you haven't got it, then it's a no.

So we then go through all of that. It is very much a carrot and not a stick. We're not here to judge at all. We're here to help and put things in place to make sure that you can actually evidence all the questions that the standards ask of you.

And at the end, we will get a percentage compliance. And then in that report, as we explain to people, if you are a no we'll give you some notes about things that we think you might have, that you could tweak that means it would be yes, or would give you suggestions for things to create and put in place.

If you're with any other professional bodies, then obviously we'll pick their standards up accordingly.

So we've got the HCPC and the CSP, but we can do osteopaths and we've just been doing some
chiropractors as well. So we can work around all the governing bodies, so don't be afraid is what we're saying.

As Sarah said, we don't judge.

It's not the fear. Come and see us, we'll help you sort it out.

It takes a little bit of time, but we're here to help you all the way. So we hope you'll think about an audit. Any more questions, come back to us.

And next month we're going to be talking a little bit about your referrals and some things to consider about how you could use them and look at some data that can come from them."

#Physio #Osteopath #Chiroprator #Therapist #MSK

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Is a self referral really a self referral?

Sarah and Sandra discuss referrals in part 1 of this 4 part series...

"Hello everybody. So we're into August and we're thinking this month about referrals and we've got a blog on our website if you want to go and have a read of that today we're just going to chat about a self referral is it really a self referral?

Yeah, because I think the thing we think as we talk about them being self referrals, but someone somewhere, yes, they do refer themselves to see you, but someone, somewhere initiated them to come to you, they've looked somewhere or they've actually spoken to someone or you know, how many times when you talk to someone do they say,

Oh, my neighbour said about you.

Oh, we've seen one of my friends.

So actually, yes, you refer yourself, but it's generated by someone.

And so what we're saying is with the change of demographic and generations used to surfing the web.

Actually, where do your referrals come from?

Where are they finding you?

So I think something you and I are thinking about isn't that certainly we were doing before we started this is. Tracking your referrals and it's really important.

Nowadays when people are electronic often that kind of information you can gather at registration so you can see where they come from.

And perhaps instead of just saying it's a self referral, you could have a drop down that actually means in under other.

You could type was it the gym?

Was it a mum's group?

Was it a neighbour?

Where did they actually come from?

Was it a Google review?

Because I think it's important, isn't it, that we actually do know where they come from? Particularly if things go quieter or we want to start to analyse where we want to target some of our marketing, it's quite good to know if it is coming from an area.

And we didn't know that because we've just said they're all self referrals. So it'd be really quick just to when they make the appointment just say, how did you hear about me?

Yeah, absolutely.

So next week we're going to talk a little bit about how you could use that data in your business. So it's just to sow that seed folks.

If you're going to look at this further, start to log where you're getting those referrals from."

#Physio #Osteopath #Chiroprator #Therapist #MSK

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Once you've analysed where your referrals are coming from, what do you do with that data?

Sarah and Sandra discuss referrals in part 2 of this 4 part series...

"So hi folks, we're here in week two of our theme of the month, which is
referrals.

And so Sarah to explore today, what could you do with the referral data in your business.

If you've been collecting it, as we said in the first one and you've found there's a few people coming from a gym or there's a few people coming from a mum's group or a maternity group, what could you do with that?

What kind of things could you be thinking about?

Yeah, that's interesting.

So when you're collecting your data and you've got a little spreadsheet and it tells you where these self referrals are coming from.

You could think if you're getting a lot from the gym, is there an opportunity for you to go and offer a service down there?

Or if you're getting a lot of new mums, you could set up a mummy MOT service, mum's MOT, or work with the local mums?

So it's just giving you an idea of where they're coming from and an opportunity to perhaps just branch out and have a service in a different area.

And you could maybe do Women's Health, couldn't you, with the mums as well.

Recapping from week one and week two, if you gather the data, then make sure you do something meaningful with it and take it on from there.

And then next week we're going to talk a little bit about if you get an inappropriate referral."

#Physio #Osteopath #Chiroprator #Therapist #MSK

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What do you do if you receive an inappropriate referral?

Sarah and Sandra discuss inappropriate referrals in part 3 of this 4 part series...

"So today we're going to talk about how you would manage an inappropriate referral from another clinician that came into your clinic.

What process do you have in place?

So I think the thing is to be thinking about here is if it comes in from another clinician, then obviously that's something that they think you can treat, otherwise they wouldn't be referring.

So if it is inappropriate, I think you could use it as an opportunity to go back and explain to them why you feel it's inappropriate.

But also it can be a learning piece because you could at the same time explain, whilst this one is inappropriate, these are the things that will be really appropriate to refer to you.

But also you could use it as a discussion to say, well, you know, what can I refer to you if they are another health professional so that you can build a relationship and you can perhaps then start to move referrals between you.

So, you know, see it as an opportunity, see it as learning and an opportunity, not as a lost case here. This actually could. Open up a whole load of new cases with a professional that perhaps you've not worked with before."

#Physio #Osteopath #Chiroprator #Therapist #MSK

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How to use your inappropriate referrals constructively.

Sarah and Sandra discuss how to use inappropriate referrals in part 4 of this 4 part series...

"So hi, folks. We're on to week four, the final week on the theme of the month, which has been about referrals.

So today we're just going to talk a little bit about, and explore a little bit further what we talked about in week 3 and the idea of how you could use your inappropriate referrals a bit more constructively.

So thinking about what I said, what things could you really be doing with what you found out?

Well, you can think about inappropriate referrals coming into the clinic and you can also think about people generating inappropriate referrals within your clinic.

Maybe clinicians are sending people to other professionals and maybe if you are getting any comeback about it it's an inappropriate referral, just bring it back to the team and just have a chat about it, about why it is an inappropriate one and just to talk about a reflective practice.

Exactly. And also, I suppose if it's found to be the same person generating them, then it suggests there's probably a learning need within your team?

And even if you're just an individual, it's still a learning need. I think it's the way forward.

So if you think about the month, folks, what we've talked about is if you're getting referrals, are they really a self referral because someone somewhere gives them the idea that makes them think they want to pick the phone up?

And then we talked about are you exploring where that who that someone somewhere is and could it be useful?

We talked about gyms or potentially Women's Health or Mummy MOTs. So could you be linking these groups up?

We then talked about using inappropriate referrals as a learning opportunity and seeing why were they inappropriate, but why were you getting them regularly and were they inappropriate because you were lacking a service?

And we talked about the Women's Health service. Is it something you may want to introduce?

And then finally today we're just saying if those referrals could be generated by your team, is there a learning need there and how do you go forward with them?

So we appreciate some of you right now might be inundated with referrals, but these are just a few ideas for you to think about.

Even if you're busy, do you really know where they're coming from in case you need it in future?

And could your electronic system automate it for you?"

#Physio #Osteopath #Chiroprator #Therapist #MSK

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The use of social media.

What you should and shouldn't do.

🎧 Turn on your sound or plug in your headphones.

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EDI and reasonable adjustments.

What should you consider and what exactly is 'reasonable'

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#Physio #Osteopath #Chiroprator #Therapist #MSK

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Sarah and Sandra discuss consent for video, advice leaflets, complaints, data storage, and more.

#Physio #Osteopath #Chiropractor #Therapist #MSK

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Sarah and Sandra discuss informed consent policy, patient information leaflets, and note writing.

#Physio #Osteopath #Chiropractor #Therapist #MSK

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