Executive Overview
Hybrid working is now common across primary care. To maintain clinical safety, practices must ensure remote and on-site staff share the same processes, information, and escalation routes. This guide outlines practical steps to keep everyone aligned without adding heavy administration.
Establish Shared Foundations
- Single source of truth: host safety policies, hazard logs, risk registers, and change calendars in a shared workspace (for example, Microsoft Teams, NHSmail shared drive, or a secure intranet).
- Defined roles and contacts: publish a safety contact list with CSO, deputies, digital leads, and supplier escalation points.
- Access controls: provide remote staff with the same system access as on-site counterparts, using smartcards or approved VPN solutions.
- Induction checklist: include remote-working guidance, safety log access, and communication expectations for all new starters and locums.
Coordinate Communication
- Schedule a weekly or bi-weekly safety huddle via video or phone so everyone hears the same updates.
- Record key decisions and post them in the shared workspace within 24 hours.
- Use agreed channels (for example, Teams channel or shared inbox) for reporting incidents or risks; avoid ad hoc messaging apps with no audit trail.
- Encourage cameras/microphones during safety meetings when possible to build rapport, while respecting accessibility needs.
Maintain Visibility of Workflows
- Use dashboards or task lists that show outstanding safety actions, system checks, and incident follow-ups.
- Colour-code or tag items by priority and owner so remote staff can act without delay.
- For rostered duties (triage, safety checks), publish schedules that make clear who is onsite and who is remote each day.
Support Consistent Training and Culture
- Deliver safety training sessions online and record them for those who cannot attend live.
- Pair remote staff with an on-site buddy during their first weeks to answer questions about local procedures.
- Conduct quarterly refresher sessions focusing on recent incidents and lessons learned.
- Recognise contributions from both remote and on-site staff to reinforce shared ownership.
Ensure Robust Escalation
- Provide remote staff with direct numbers for duty clinicians, practice managers, and IT support.
- Define backup routes if the primary channel fails (for example, NHSmail or phone escalation).
- Log escalations in the safety file so there is a record regardless of where they originated.
- Review escalation performance during governance meetings to identify delays or gaps caused by hybrid working.
Scenario: Lakeside Primary Care Network
Lakeside PCN rotates administrators and triage staff between home and practice. They consolidated safety documents in Teams, set up a dedicated incident reporting channel, and ran virtual safety huddles twice a week. A shared dashboard tracks open actions, and a rota clearly labels on-site versus remote coverage. The approach keeps response times within target while giving the entire network visibility of ongoing risks.
Pitfalls to Avoid
- Information silos: avoid keeping safety updates in emails or local drives that remote staff cannot access.
- Unequal participation: ensure remote staff have the same voice in meetings; use round-robin updates if necessary.
- Out-of-date contact lists: review safety contact directories monthly.
- Excluding remote staff from drills: include remote workers in incident simulations and change go-lives.
Action Checklist
- Centralise safety documentation in a shared, secure workspace.
- Publish roles, contact lists, and escalation routes for hybrid teams.
- Set up regular hybrid safety meetings with clear agendas and post-meeting notes.
- Maintain shared dashboards showing open actions and incident status.
- Deliver hybrid-friendly training, pairing, and recognition programmes.
Resources to Bookmark
- NHS England – Clinical Safety Standards (DCB0160/DCB0129)
- NHS England – Digital Primary Care Good Practice Guidelines
- NHS Digital – Remote Working Guidance
Key Takeaways
Hybrid teams can maintain strong clinical safety when information is centralised, communication is structured, and escalation routes are clear. By giving remote staff equal access and voice, practices keep digital services dependable for both patients and colleagues.