In a very short period, we recruited, trained and rostered
additional staff from NHSE&I, the NHS Leadership Academy and SCW, to form a
single coherent team.
We adapted existing roles to enable the team to work
more efficiently at scale
We re-developed the staff rota to increase
coverage from 8am to 8pm seven days a week
We implemented new operating procedures to focus
team members on the most appropriate tasks according to their experience and
We disaggregated and ‘outsourced’ some
activities (situation reporting, death recording and reporting, content
management) to dedicated off-site teams so that the core ICC team could be more
responsive to incoming enquiries and escalations
This approach helped ensure that NHSE&I specialist teams
(EPRR, UEC) were increasingly able to focus on resolving emerging issues and
horizon scanning rather than operational duties.
Historically, ICCs have been on-site operations that benefit
from direct interaction between members of the Incident Management Team ‘in the
room’. The nature of this pandemic meant that on-site operations presented
significant staff welfare and business continuity risks. So the SCW team
redesigned key processes, implemented remote working technologies, and project-managed
the transition to an entirely virtual operating model within a fortnight.