PageOne Emergency Communication System Standard Operating Procedure

Transcription

1 PageOne Emergency Communication System Standard Operating Procedure DOCUMENT CONTROL: Version: 1. Ratified by: Quality & Safety Sub Committee Date ratified: 30 May 2017 Name of originator/author: Emergency Planning Officer Name of responsible Quality & Safety Sub Committee committee/individual: Date issued: 15 June 2017 Review date: January 2020 Target Audience Emergency Planning Officer, Communications Team. Trust Directors, Trust Care Group Directors, Associate Nurse Directors, Estates Managers.

2 1. Aim To provide guidance for strategic members of staff in order for them to use the PageOne system to communicate with large numbers of staff via mobile phone text message. 2. Scope The target audience for this Standard Operating Procedure (SOP) is strategic members of Trust staff that have the authority to login and use the PageOne system. These are as follows: Trust On-Call Directors. Care Group Directors. Associate Nurse Directors. Emergency Planning Officer. Also included in the distribution are the Communications Team and Estates Manager who may provide guidance on content of messages sent on this system. 3. Link to overarching policy and/or procedure This SOP is overarched by the Emergency Preparedness, Resilience and Response Communications Policy Procedure 4.1 Introduction The PageOne system is a communications system that allows text messages to be sent to a large number of mobile phones simultaneously, e.g. to all Trust staff with a Trust mobile phone. PageOne is separate from Trust landline telecoms and IT systems and is not affected by any failure of these systems. The system is accessible via a secure website to designated staff issued with passwords. These staff may logon to the website to send a message that appears as a text message on Trust mobile phones. All staff with a Trust mobile phone are included on the system. 4.2 Activation Use of the PageOne system should be considered in the following scenarios: In preparation for or in response to a complete loss of Trust switchboard. In preparation for or in response to a loss of Trust IT network services. Page 2 of 10

3 In preparation for or in response to a loss of access to primary patient database(s). In response to an incident in a location that may be of risk to Trust staff e.g. a firearms incident or large fire. In preparation for or in response to a red severe weather warning issued by the Met Office. 4.3 Designated Users The decision to use the system is to be made by the Chief Operating Officer or deputy (Director equivalent). Out of Hours this decision will be taken by the On-Call Director. Responsibility for composing and sending messages will be the responsibility of a Care Group Director or deputy. Out of Hours this will be the responsibility of the On-Call Care Group Director/Associate Nurse Director or equivalent. The decision to use the system should consider the impact of the scenario that is affecting staff and Trust services, the speed at which a message needs to be relayed and the other possible means of communication that may be available. Sending a message via PageOne incurs a cost (approximately 90 to text all staff) so staff should consider costs when using the system. Logging onto the PageOne System Access to your account is provided through the secure PageOne website located at The web page should look like the image below. Usernames and Passwords are supplied to each designated user. Simply enter the username and password supplied with your account. Page 3 of 10

4 4.4 Composition of Messages PageOne allows for rapid relay of simple information via text message. It is not suitable for sending detailed messages or documents as attachments. However including hyperlinks to websites within the message allows more detailed messages to be accessible. 4.5 Choosing Recipients of Messages All holders of Trust mobile phones are included on the PageOne system. It is possible to send messages to all staff. However the only staff identifiable by name are senior managers. The type of scenario will influence the groups of staff to whom messages are sent. e.g. 4.6 How to send a message 1. Login to PageOne at using the username and password you have been sent by This takes you to the Compose Message screen. Enter the message you wish to send into the Message field. Consider that the message will be read on a mobile phone so keep it clear and concise. Page 4 of 10

5 To send a message, select COMPOSE from the Service Menu. This will expand the COMPOSE option revealing the different message options available. Simply select the type of message you want to send, complete the fields displayed and select send. SMS is a normal text message. Flash SMS is a message that pops up on screen on the recipient s mobile phone. Sending an SMS text message to all staff On the right hand side of the COMPOSE MESSAGE screen there is the contacts list. Below Contacts there is a drop down menu that gives you the option of Corporate-rdashnhs or personal. Select personal from this drop down menu (as seen below). Page 5 of 10

6 Once you have selected this you will see the following list of contacts: To select all staff, click these three contacts. To send the message to all staff select All Staff 1, All Staff 2 and All Staff 3. Viewing the contacts you have selected You can view the contacts you have entered by clicking on the Expand To Bar icon located at the end of the To: field. After selecting the icon, a pop-up window will appear which will display all selected contacts and their chosen communication devices. An example is shown below: Page 6 of 10

7 Type the message that you would like to send into the Message box (Figure below). You can choose to either allow replies or to block staff from being able to reply to this text. When composing a message you can select one of two options on the from drop down menu (as shown below). Page 7 of 10

8 To block replies select RDASH. To allow replies select the number Once you have consulted with colleagues on the content of the message and are happy with it select Send. An onscreen confirmation that your request has been received will appear (see Figure below). You can check the status of the text messages that you send by going to the OUTBOX menu. Message confirmation Located at the bottom of the screen QUICK VIEW allows you to read, reply and forward messages, from almost anywhere within your account. QUICK VIEW displays your recent message history in a conversation-like layout. You can hide or reveal the quick view function by selecting the arrow at the top right-hand side of the QUICK VIEW pane within any of the main screen services. Incoming messages are shaded with a blue background and outgoing messages are shaded with a green background, along with traffic light icons to show the message delivery status. You can view the messages sent in the last 31 days from your account by selecting the OUTBOX option (Figure below) from the Service Menu. Page 8 of 10

9 After selecting the OUTBOX, you will be presented with a screen similar to the one below. Messages are displayed in chronological order, with the last message sent displayed at the very top. An example OUTBOX can be seen in the Figure below. Interpreting the message status The status of a sent message is shown using a traffic light system (see Figure below). A green light next to the message means that it has been successfully delivered to a mobile phone. An amber light means that your message has been sent but not yet delivered to the handset, usually because the mobile phone is switched off or out of coverage. The red light means that your message could not be sent. This normally occurs because the mobile phone number is incorrect or invalid. If this happens, check you have sent your message to the correct number. You may need to liaise with the Emergency Planning Team who hold all the Trust mobile phone numbers. An example OUTBOX Helpdesk Message delivered Message accepted, waiting to delivered Message failed Page 9 of 10

10 If you have any issues whilst using this then please contact the PageOne customer support helpdesk on or 4.7 Maintenance of Contact Information The Trust Procurement Team hold up to date records of Trust mobile phone numbers. These will be shared with the Emergency Planning Officer on an annual basis who will ensure information held on PageOne is updated. 4.8 System Monitoring, Testing and Exercising The system will be tested annually by the Emergency Planning Officer by way of a test message being sent to a small number of staff to provide assurance that it is operational. The Emergency Planning Officer will monitor the number of texts remaining in the Trust bundle and be responsible for the purchase of further bundles as necessary. Page 10 of 10