We use standard operating procedures to ensure:
- that unauthorised users are identified and answered appropriately;
- the answer provided is within the scope of the contracted service;
- the clients criteria for emergency codebreak are adhered to;
- the enquiry or the caller is referred to the eSMS on-call consultant physician when necessary and
- the enquiry or the caller is referred to the Sponsor when necessary.
Each enquiry is documented and the client is informed of the enquiry by fax, email and post as required.
All documents and records are kept securely.
Procedures are in place to ensure that our staff are:
- appropriately qualified and trained,
- familiar with and understand internal and client approved procedures,
- familiar with and understand trials and product information,
- understand the principles of Good Clinical Practice,
- comply with all Guy's and St Thomas' NHS Foundation Trust policies including patient confidentiality and data protection.