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Service Recovery Template document sample
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SERVICE RECOVERY TEMPLATE
Service to be recovered: Commissioning – priority high (including acute, primary care, community and mental health
commissioning)
Lead: Sam Hepplewhite
BCM Issue Pre Incident Within One Hour Within One Within One Within Two Within One
Day Week Weeks Month
Estates – total Use contact list Confirm with Continue to Evaluate what Ensure that Commissioned
loss of a to inform commissioned monitor the effect the loss of essential services and
building e.g. due practices, and services the impact of the the building has commissioned service delivery
to damage, other position and the loss has on had on service services are should be running
forced commissioned escalation service delivery. delivery and being delivered to pre incident
exclusion. services of process. Confirm whether and resolve any levels
potential communication services can operational
disruption. plans. continue with difficulties.
Inform them of existing
contact details resources.
and advise
them to initiate
their BCPs
Ensure that Continue to Work with Consider Ensure that any
monitoring monitor the commissioned resuming any patients that have
processes are in commissioned services to non- essential had treatment
place and services that ensure that they services that suspended have
actioned with have been have adequate were suspended been re-booked
agreed affected by the resources to and determine and back log of
mechanisms for loss. continue where these patients waiting
exception providing services will be for treatment has
reporting services. operated from been removed.
Ensure that any Make sure all Ensure that All service users
commissioned PCT colleagues, service users to be informed of
service commissioned are being kept medium to long
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currently services and up to date with term plan of
providing partnership alternative where services
services from organizations are arrangements. will be provided.
the building (ie aware of the
PCC) are aware situation.
of the situation.
Work with them
to ensure
business
continuity plans
have been
initiated.
Identify which Ensure that any Start scoping Begin to If services Services now fully
commissioned commissioned alternative establish the moved to new established in
services the services currently accommodation length of time accommodation. temporary
accommodation providing from the with the the building will Ensure that staff accommodation.
is the PCTs lost building are in commissioned be unavailable patients and Medium to long
responsibility. a position to service – and if necessary media are made term plans for
Scope whether continue depending on move service aware of new recovery of
service is providing the the length of and arrangements building or re-
essential – if it service. time that the commissioned and timescales build to determine
is then building will be services into involved as part when services
contingency Consider what unavailable. alternative of can move to
plans should be elements of the accommodation. communication permanent
developed now services are strategy accommodation.
to identify essential and
alternative what could be
accommodation suspended.
if necessary
Ensure that Ensure that
communications communications
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strategy is in strategy is in
place and has place and
been actioned. implemented
Work with
communications
team to ensure
message is
distributed as
widely as
possible.
Ensure that
related services
are aware of the
potential
change in
service delivery
and location.
Explore Confirm with
possibilities of individual staff
joint working members working
arrangements arrangements.
with other
services
Review whether Staff to have
Consider what To put in place staff who have resumed normal
local alternative been working at working
arrangements working home or on arrangements at
can be made to arrangements weekends can temporary
ensure such as home return to normal accommodation.
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individuals can working, working working
continue to evenings & arrangements
work. For weekends and
example home cancellation of
working, using leave would
alternative sites, require HR
etc involvement.
Utilities – loss Use contact list Confirm with Continue to N/A N/A N/A
of gas, water or to inform commissioned communicate
electricity. commissioned services the updates and
services of position and the timescales of
potential escalation disruption if
disruption and process. provided.
advise of temp
arrangements Confirm Consider
communication alternative
plans. working
arrangements
Ensure for service
commissioned delivery i.e.
services have home working
BCPs and initiate
the monitoring of Establish
service delivery whether any
during the loss. alternative
premises can be
Agree all services used for
that are essential commissioned
and that must be services if
provided and disruption
other services continues
that could be
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temporarily Suspend any
suspended. non-essential
services.
I.T. Loss of IT Use off site Using mobile N/A N/A N/A
capability – contact list to technology initiate
Hardware, inform cascade of
software, stored practices, and information to
information. other commissioned
commissioned services.
services of
potential Determine
disruption. whether
Inform them of commissioned
contact details services have
and advise been affected by
them to initiate loss.
their BCPs
Ensure that risk Address risks
assessment has
been carried out.
Understand what
the implications
are to others and
other services as
a consequence.
Ensure that all
relevant
departments in
the PCT have
been notified of
loss.
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Contact IT to
make
arrangements, if
appropriate for
replacements.
Ensure that as
much as possible
business as usual
continues.
Personnel – Prioritise the Allocate Continually N/A N/A N/A
key personnel work of workloads to the review and re-
unavailable due remaining remaining evaluate &
to illness, personnel. personnel. action as
accident, death. Establish ‘must necessary.
dos’ and the Monitor situation
timescales. and determine
Inform whether
commissioned temporary staff
services, PCT need to be
colleagues and employed or staff
partnership seconded from
organizations of other areas.
arrangements. Cancellation of
leave and working
from other sites
Excess Arrange Monitor situation Consider N/A
demand – meetings with to assess whether diverting
unusually high commissioned contingency plans patients to other
level of demand services to are sufficient to service
on the service discuss meet demand. providers or re-
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results in over- contingency deploying staff
stretching and plans for to support
risk of collapse. service delivery. service.
Undertake a
risk Consider Review & Establish a
assessment, temporary Monitor likely end date.
which includes suspension of
financial, legal, new bookings
clinical, and re-arrange
organizational non-urgents
until back-log
cleared
Flu Pandemic Prioritise the Consider whether Reduce Monitor & N/A N/A
(1) work of alternative workloads of review situation
Your regular remaining working remaining staff
staffing levels personnel. arrangements i.e. to essential Review work &
drop below Establish ‘must working from duties shift patterns
critical levels dos’ and the home would be
timescales. advisable in order Communicate Ensure regular
Inform to reduce chance with communication
commissioned of remaining staff commissioned with service
services, PCT contracting flu. services that providers.
colleagues and there may be
partnership disruption.
organizations of
arrangements
and
circumstances.
Flu Pandemic N/A N/A N/A N/A N/A N/A
(2)
(If applicable)
the supplies
(clinical or
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other) you use
to provide
services or
maintain
activities start to
run out
Other (please
specify)
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