Regular review supports evaluation of service, staff development and training needs. This year, we identified the need for a consistent, standardised approach to service delivery and development and maintenance of skills and knowledge across the service. As a result, two major structural service delivery changes have been implemented.
Day to day service operation is now through a duty desk. During office hours, Monday to Friday, all primary contacts with the service are dealt with by a duty scientist, supported by a duty manager. The duty scientist will either respond directly, or acknowledge and pass the query to a colleague in the team for response. This approach ensures that the most urgent events are prioritised, that there are clear lines of reporting and responsibility and that all contacts with the service receive a timely and helpful response.
To support this new way of working, operating procedures have been developed. These specify the roles of the scientist and the manager and provide standards for core activities to support auditing. The duty desk provides the basis for a consistent service regardless of whether CRCE-Wales or PHW staff pick up the enquiry.
This development has taken place in parallel with changes in the delivery of wider health protection services, now through the All-Wales Acute Response (AWARe) Service, which uses a similar model. As a result, there are now clearer lines of reporting and communication internally and externally.
We have also analysed responses to the customer satisfaction surveys. In 2016, 170 customers were sent a survey. While the response rate was around 25% over 85% of those contacted provided positive feedback (as shown below).