Manaaki Haumanu | Clinical Care

Indicator 6: Responsiveness to urgent health needs

Criteria Standard Evidence
6.1 The practice trains staff to respond to urgent health needs. 
  • Completed training records for non-clinical team members to identify and respond to patients with urgent medical conditions.
  • Current CPR training relevant to role. 
 6.2 The practice displays signage for waiting patients detailing urgent situations and ensures reception staff can visually monitor all waiting areas.
  • Appropriate signage.
  • Staff training undertaken to monitor waiting areas.
 6.3 The practice conducts annual clinical emergency scenario drills that support the practice’s responsiveness to urgent health needs.
  • Emergency drills allowing team members to familiarise themselves with their roles and responsibilities 
  • Documented analysis and debrief of the emergency drill scenarios 
 6.4 The practice provides patients with information on how to access after-hours care.
  • Signage, including a patient portal notice, website information, social media page information, patient information sheets and an answer phone service.
 6.5 The practice ensures patients can access the practice’s after-hours service using a maximum of two calls.
  • Describe after-hours telephone message and/or call diversion to an after-hours provider.

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