Safety Management

Safety Management

What is an Incident

An incident is defined as a situation where information pertaining to a customer has been exposed to or accessed by an unauthorised third party or where a bug in the software has enabled a user to access information they were not permitted to.

Reporting

Please submit a ticket to support@gpbilling.co.uk reporting when the incident occurred, the information & customers potentially affected, the cause of the incident, any steps taken to respond to the incident and the current status.

Investigation

The incident will be assigned to our incident response manager who will compile an incident report outlining:

·         A description of the facts surrounding the incident

·         The description of the consequences

·         A root cause analysis

·         Actions taken to rectify the incident

·         Recommendation for changes to eliminate future risk

The investigation will focus on the technology used, software design, internal and external controls, human resources impact and decision making process.

During the investigation, the incident response manager will focus on prevention, establishing the facts, maintaining confidentiality, communication with all parties and ensuring adequate training.

The main sources of information will be eye witness accounts, site surveys, experienced staff input, procedures and manuals, standards and previous incidents and other specialist sources as required.

Incident Analysis

An analytical review of the incident facts will be undertaken to ensure that the incident report manager has a clear picture of the whole incident.

This should consider all deviations from the expected process, detail any contributing factors, recommend corrective actions to prevent future incident and provide a clear reporting format.

Corrective Actions

Once the conclusions have been drawn, corrective actions will be assigned an action owner and will be implemented to ensure future risk is mitigated. These actions should be submitted to the change management team for approval and scheduling at the earliest possible opportunity using the change management process.

The change management team will consider the area’s where action is required, the effectiveness of the preventative measures being recommended, the priority and schedule for implementation with input from the action owner.

Lessons Learned

It is imperative that the outcomes of the events are fully considered and communicated across the senior management team of the organisation. This will enable the senior team to risk assess and understand how this may be applied to other area’s of the organisation.

The procedure exists to prevent reoccurrence of incidents, ensure suitably qualified personnel are accessible, prevent delays in the delivery of products and services and ensure a positive image of the organisation.

Procedure Review

This procedure has been approved by an Executive Director and must next be reviewed by 31st May 2023.

    • Related Articles

    • Incident Management

      Introduction The following procedure ensures that we consistently manage incidents. An incident is defined as an unplanned interruption or reduction in quality of a service, leading to services not functioning as expected. It is important that we ...

    • Change Management

      Introduction The following procedure ensures that we consistently manage change requests. A change request is defined as a request to modify a service. It is important that we handle these requests on a consistent basis, with appropriate oversight. ...

    • Account Management

      Each customer has an account in GP-Billing that holds a history of interactions. From the [Billing] dashboard, click the [View Account] button. Use the following buttons to find or add the customer account: [Sync Patient]                    ...

    • Problem Management

      Introduction The following procedure ensures that we consistently manage client reported problems. A problem is defined as an issue that could lead to an incident, so it is important to understand whether the client has an issue or an incident – ...

    • Online Training

      Training We can tailor training to suit availability of your resources and match roles within your Practice. Typically training follows these sessions: Session 1 (Up to 3 hours) Provide assistance with the installation of GP-Billing on your desktop ...