Standard E: Relationships with Purchasers

Examples of accreditation evidence for Standard E

E1. An occupational health service must deal fairly with purchasers

E1.1 An OHS must provide customers with the appropriate numbers of staff, skills mix and amount of equipment for the services they are contracted/employed to deliver

E1.2 An OHS must provide purchasers and potential purchasers with clear and user-friendly information on fees

E1.3 An OHS must agree with customers, at the outset and at contact reviews, the services to be delivered and the resources required to deliver the service and the extent and scope of any business continuity planning that is required to protect service delivery

E1.4 An OHS must agree with customers, at the outset, the processes for referrals to OHS, case management and reporting of cases to occupational disease and any onward referral of workers for further investigation

E2. An occupational health service must be customer focused

E2.1 An OHS must understand purchasers' needs based on reliable and recent information

E2.2 An OHS must define an explicit service level agreement for each customer organisation so that customers understand from the outset what they can expect from the service

E2.3 An OHS must ensure ongoing familiarity with the hazards, risks, processes and controls for each purchaser's operations, where a comprehensive OHS is provided

E2.4 An OHS must use formal and informal methods to regularly seek information about customer satisfaction from purchasers and referring managers

If you are able to contribute any further examples of evidence please contact andrew.gilbey@nhs.net.

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