Standard 6.1 Service providers plan, organise and manage their workforce to achieve the service objectives for high quality, safe and reliable healthcare.
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Features of a service meeting this standard are likely to include: 6.1.1 Planning, organisation and management of the workforce to take account of the: – assessed needs of the population served – national and international best available evidence regarding the model of service or type of service being provided – size, complexity and specialties of the service being provided – number of staff required to deliver the service – skill mix and competencies required to deliver the service – resources available – changes in the workload – relevant legislation and government policy. 6.1.2 Managing the workforce to respond in a timely manner to changes in workload or resources available to ensure the delivery of high quality safe service. 6.1.3 Workforce planning, including succession planning, to deliver a high quality, safe, and sustainable service. 6.1.4 Organisation of the workforce to deliver healthcare according to a model of delivery that is based on best available evidence. Where the selected model includes multidisciplinary teams, the workforce is organised and managed to work in such teams. 6.1.5 Regular review and evaluation of the management of the workforce, and the service’s response to changes in workload and resources available, to ensure the delivery of a high quality safe service. |
It is necessary to ensure that the practice is adequately staffed.
Standard 6.2 Service providers recruit people with the required competencies to provide high quality, safe and reliable healthcare.
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Features of a service meeting this standard are likely to include: 6.2.1 Selection and recruitment of the workforce in accordance with relevant Irish and European legislation and informed by evidence-based human resource practices. 6.2.2 Recruitment of people, including those on temporary and locum contracts, who have the required experience, registration (where relevant), credentials and competencies (including communication skills), to deliver high quality, safe care. 6.2.3 Monitoring and evaluation of the effectiveness of recruitment processes and arrangements to address any gaps identified. 6.2.4 Recruitment and selection arrangements that incorporate all reasonable measures to protect service users from harm. |
It is recommended that there is a detailed job description for staff as per standard 3.6. As such, a recruitment process should ensure that all staff have the required qualifications and experience and are registered with the appropriate professional body and are Garda vetted. It is essential to ensure that all staff records are maintained.
See Appendix A9: Practice Management for draft employment contracts for all staff.
Standard 6.3 Service providers ensure their workforce have the competencies required to deliver high quality, safe and reliable healthcare
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Features of a service meeting this standard are likely to include: 6.3.1 A formal mandatory induction programme for the workforce which includes a focus on communication and safety of service users. 6.3.2 Facilitation of each member of the workforce in maintaining and developing their competencies to fulfil their roles and responsibilities in delivering high quality and safe care. 6.3.3 Facilitation of members of the workforce to maintain necessary competencies to meet their relevant professional registration requirements. 6.3.4 Regular reviews of the development needs of the workforce to deliver high quality and safe care and taking action to address any identified gaps. 6.3.5 A training, educational and development programme with a specific focus on patient safety, communication and person-centred care, which has clear objectives and which is tailored to specific members of the workforce to develop competencies in order to ensure the delivery of high quality safe care. 6.3.6 Supervision, monitoring and review of the provision of care to ensure all members of the workforce work within their competencies. 6.3.7 Facilitation of members of the workforce to seek support or advice, including advice from decision makers and senior team members, to deliver high quality, safe healthcare. 6.3.8 A workforce with the competencies to work effectively in teams to deliver safe and integrated care within and between services. 6.3.9 Adherence to the code of conduct for the service by each member of the workforce. Members of the workforce are facilitated to adhere to any other relevant professional codes. |
This Standard requires that you have adequate staffing of your practice at all times to meet the needs of your patients.
There should be a Mandatory Induction Programme which includes:
i) an outline of the responsibilities of individual members of the workforce in relation to safety of the service user
ii) a description of how complaints are managed and responded to in the service so that each member of the workforce can fulfil their responsibilities in relation to feedback and complaints
iii) a description of the importance of effective communication and how members of the workforce can communicate effectively with service users and in teams to ensure that care is person-centred and coordinated
iv) a description of the patient safety incident reporting process, including how to report an incident and what happens once an incident is reported
v) an overview of the service’s patient-safety improvement programme
vi) a description of service policy in relation to topics such as (but not limited to) infection prevention and control, haemovigilance, medication management and correct service user identification
vii) code of governance and code of conduct
viii) a description of team working and the reporting and accountability arrangements for different teams.
Further to this, support to maintain professional competence (in house training, time off for CPD) should be provided along with clear arrangements for the supervision and training of undergraduates and postgraduates. There should be access to support from senior team members. These staff should be trained in the dynamics and skills for effective team working
Standard 6.4 Service providers support their workforce in delivering high quality, safe and reliable healthcare
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Features of a service meeting this standard are likely to include: 6.4.1 Support for and promotion of a culture that values, respects, actively listens to and responds to the views and feedback from all members of the workforce. 6.4.2 Provision of clear descriptions to the workforce of their roles, responsibilities and lines of accountability. 6.4.3 A working environment that, in line with relevant legislation and national policy, supports and protects the workforce in delivering high quality, safe care. 6.4.4 Measures to protect the workforce by minimising the risk of violence, bullying and harassment by other members of the workforce or people using the services. 6.4.5 Monitoring, management and development of the performance of the workforce, at individual and team level, including the evaluation of service users’ feedback and taking action to address identified areas for improvement. 6.4.6 Clear and transparent procedures for the effective management of under-performance. 6.4.7 Procedures to inform the relevant professional body, where it is considered that the behaviour, conduct, practice, performance or health of a healthcare professional is not what would be expected of such a healthcare professional. 6.4.8 Fair and transparent arrangements to support and manage a member of the workforce if a complaint or a concern has been expressed about them. 6.4.9 Promotion of a culture of openness and accountability throughout the service, and arrangements, in line with legislation, to allow the workforce to report in good faith any concerns that they have in relation to the safety and quality of the service. 6.4.10 Support for and facilitation of the workforce to identify and propose areas for improvement in the delivery of healthcare reflecting best available evidence. 6.4.11 Regular evaluation and response to feedback about the workforce from service users and members of the workforce. |
It is necessary to ensure that people who use services are safe and their health and welfare needs are met by competent staff. The Standard recommends that Practices put a policy in place to minimise the risk to staff working alone. This can be implemented by putting procedures in place for when staff are subject to violence, bullying or harassment from patients or colleagues. The policy should minimise the risk of violence, bullying or harassment to staff.
Link to HSE Employee Assistance Programme: http://www.hse.ie/eng/services/Publications/Your_Service,_Your_Say_Consumer_Affairs/Policies/Text_Feedback_Policy/Archive/Appendix_6.html
Service providers should also have an annual personal plan with clear performance objectives. There should also be a performance management and development policy in place. These policies and supports in place should be able to manage underperformance.
NB: This booklet should be treated as a guidance only.
The IMO rejects any liability and shall not be held accountable for individuals failing to comply with any of the HIQA Standards. Equally, if there is any legislation or standards not mentioned in this guidance that a service provider should be compliant with, you should still comply with that legislation and those standards.