Rota Co-ordinators: How do I? 

1. How to handle when a Service User requests for call cancellation?
If you receive a cancellation of a call from a service user or family member, and you are not a Rota Co-ordinator, you must raise a ticket to Rota Co-ordinators with the following details: Who reported the cancellation e.g. Service User, Carer, Filed Care Supervisor, Care Manager, Service User’s Name, Date of scheduled call, Time of scheduled Call, Reason for Cancellation. If you receive the request and you are one of the Rota coordinators, cancel the call when the scheduled call is more than 24 hours. Contact the Service User to confirm call cancellation if it is less than 24 hours before the scheduled call. 

2. How to handle when there is a report or call about a client or service user hospitalisation?
After receiving a report through call, email, chat, social media or any form regarding a Service User being taken to the Hospital, raise a ticket to the care liaison officer including the details about the date, time of the hospitalisation, name of the service user, reason for hospitalisation, name of the person who made the report, hospital name, ward number, contact details in the ward. Also, raise another ticket to the rota team with the service user name, date of hospitalisation including time if known, reason for hospitalisation, and name of whoever made the report. Once done with the tickets, make sure to document this by adding it to the communication log. Reference the ticket numbers you created. 

3. What to do if the discharge date of the client hospitalised is known? 
Contact the rota team to make sure we have the capacity, and raise a ticket with the date, time of discharge, and reason for discharge. Once done with the tickets, make sure to document this by adding it to the communication log. Reference the ticket numbers you created.   

4. How to cover/handle the schedule of calls or shifts when a Carer reports through a call sickness, absence or unavailable?
If you receive a report for sickness, absence or unavailable, if you are the rota coordinator, update one-touch scheduling and reallocate the call. Afterwards, add it to the portal's communication log by selecting the carer name, start date of absence, return date, if known, reason and add necessary notes. If you are not a rota coordinator, document the information in the portal's communication log and the system will automatically raise a ticket to the rota team to make the necessary change. Ensure that you selected the correct staff name and start date of absence and include the return to work date, if known. 

5. How to handle/process carer requesting holiday(s)?
Go to OneTouch, and check the allocated holiday on the period the carer indicated for the holiday request to see if there's still capacity. Approve or decline via OneTouch. Make sure you indicate the reason especially when it is a declined request. Regardless if this was approved or decline, raise a ticket to the Care Admin to update the portal holiday dates, and credits (for approved). 

6. How to notify return to work?
Instruct the carer to go to the mshhealthcare website and, from the staff portal select "Return to work request". Complete the questionnaire which then passed to the necessary do