Clinical Services Insourcing
Working in partnership with Betsi Cadwaladr University Health Board to deliver first outpatient appointments.
Welcome
Thank you for choosing to work with ID Medical Clinical Services. We appreciate your commitment to delivering high-quality care, and we look forward to supporting you throughout your assignment.
What is Insourcing?
Insourcing involves bringing external healthcare professionals, such as nurses or doctors, directly into a hospital or clinical setting to support and enhance existing services. This approach helps manage workforce pressures, reduce waiting times, and maintain high standards of patient care during periods of increased demand.
Why is Insourcing Important?
Maintaining Patient Care Quality
Insourcing ensures that patients continue to receive timely and effective care when existing services are challenged
Supporting the Healthcare Team
Insourcing professionals provide vital support to internal services, helping to balance workloads
Flexibility and Responsiveness
It allows healthcare providers to respond quickly to fluctuating service demands, such as seasonal pressures and/or ever-growing patient waiting times
Continuity of Care
Insourced staff work within the local hospital protocols and systems, ensuring consistent standards and patient safety
Professional Development
Working in insourcing roles exposes healthcare professionals to diverse clinical environments, enhancing skills, experience, and adaptability
The Role of Healthcare Professionals in Insourcing
As a healthcare professional working in an insourced role, you:
Represent Quality and Safety
Uphold the local hospital’s clinical standards and governance processes at all times
Collaborate Effectively
Integrate smoothly with the existing team to provide seamless patient care
Communicate Clearly
Keep open lines of communication with your ID Medical colleagues, patients, and the local team to ensure clarity and patient-centred care
Demonstrate Flexibility
Adapt to different clinical settings, policies, and patient needs while maintaining professionalism
Champion Patient Experience
Use tools like patient feedback surveys (eg, Viewpoint) to support continuous improvement
In Summary
Insourcing is essential for providing reliable, patient-centred care during times of pressure. Your role as an insourced healthcare professional is vital to supporting service resilience, improving patient outcomes, and strengthening healthcare delivery.
Thank you for your commitment and professionalism!
Our Partnership
ID Medical has partnered with Betsi Cadwaladr University Health Board to manage and deliver first patient outpatient appointments across multiple specialties and hospital sites.
Key Functions of the Outpatient Support Service:
Deliver Initial Outpatient Consultations Across Specialties
Provide high-quality first-line assessments to support diagnosis, care planning, and appropriate referral or follow-up.
Improve Appointment Efficiency and Patient Flow
Ensure timely scheduling and seamless clinic operations to reduce waiting times and enhance the patient experience.
Support Integrated, Coordinated Care
Work collaboratively with the IDMCS multidisciplinary team to ensure smooth transitions and continuity across the outpatient pathway.
Maintain High Clinical Standards and Confidentiality
Uphold patient privacy, adhere to clinical guidelines, and meet organisational quality and safety standards
Ensure Accurate and Timely Documentation
Complete clear, accurate, and timely entries in the patient’s electronic or paper medical record including IDMCS outcome forms & patient letters via Dict8. Record diagnoses, clinical assessments, and management plans to support continuity of care across providers.
Manage Post-Appointment Administrative Tasks
Review, action, and communicate results of investigations (eg, blood tests, imaging) following outpatient appointments.
Collaborate with Local Health Board Teams
Engage proactively with local health partners to align with system priorities and support the delivery of high-quality care.
Sites Covered
1. Ysbyty Gwynedd
https://bcuhb.nhs.wales/services/hospitals/ ysbyty-gwynedd/
2. Abergele Hospital
https://bcuhb.nhs.wales/services/hospitals/ abergele-hospital/
3. Glan Clwyd Hospital
https://bcuhb.nhs.wales/services/hospitals/ glan-clwyd-hospital/
4. Wrexham Maelor Hospital
https://bcuhb.nhs.wales/services/hospitals/ wrexham-maelor-hospital/
IDMCS Staffing Expectations
As part of the ID Medical Clinical Insourcing Service (IDMCS) team, all staff are expected to uphold the highest standards of professionalism, safety, and patient care.
The following expectations are essential to maintaining a positive and efficient working environment:
Punctuality and Communication
■ Arrive no later than 08:00 to prepare for the clinic. The first patient appointment starts promptly at 08:30
■ If you expect to be late or cannot attend your shift, you must notify the ID Medical out of hours team and your designated Nurse in Charge as early as possible
Appearance
■ Wear the designated uniform: tunic paired with smart black trousers
■ Maintain a professional and tidy appearance at all times
Teamwork
Foster a positive and efficient working environment through open, respectful communication and a cooperative attitude
Identity
Always wear the designated ID badge provided by ID Medical while on duty for clear identification
Confidentiality
■ Maintain strict confidentiality of all patient information, complying fully with data protection regulations and organisational policies
■ Undertake all consultations with the door closed and chaperone available if requested
Respect and Equality
Treat all patients, colleagues, and visitors with dignity, respect, and fairness, promoting an inclusive and supportive workplace
Health and Safety
Follow all health and safety policies to ensure a safe environment for patients, staff, and visitors
Roles and Responsibilities
Nursing and AHP Team
Nurse In Charge
Responsible for the clinical leadership, management, and coordination of nursing care within the outpatient department.
This role ensures the delivery of high-quality, patient-centred care while supporting operational efficiency and staff development.
Key Responsibilities:
■ Lead and manage the nursing team within your designated specialty clinics in the outpatient department, providing guidance, support and supervision
■ Oversee day-to-day clinical operations to ensure smooth running of outpatient clinics
■ Coordinate patient flow, ensuring timely assessment, treatment, and discharge within outpatient services
■ Promote and maintain high standards of nursing care and infection control practices
■ Act as a point of contact for escalated clinical issues or patient concerns within the outpatient setting
■ Ensure accurate and complete documentation of nursing care, adhering to confidentiality and data protection standards
■ Collaborate with multidisciplinary teams, including consultants, administrative staff, and allied health professionals, to optimise patient care
■ Manage resources effectively, including staffing, equipment, and supplies
■ Ensure compliance with healthcare regulations, trust policies, and clinical guidelines
■ Communicate effectively with patients and their families, providing information, reassurance, and support
HCA Outpatients
Supports clinical staff in delivering patient care within the outpatient department.
They assist with patient preparation, clinical procedures, and administrative tasks to ensure efficient and compassionate service delivery.
Key Responsibilities:
■ Greet and assist patients on arrival, ensuring they are comfortable and informed
■ Prepare patients for examinations and treatments, including taking vital signs (blood pressure, pulse, temperature, etc.)
■ Assist nursing and medical staff during clinical procedures as required
■ Support patients with mobility, personal care, and basic hygiene needs when necessary
■ Ensure clinic rooms and equipment are clean, safe, and well-stocked
■ Help manage patient flow by escorting patients between waiting areas and clinical rooms
■ Record patient information accurately and maintain confidentiality
■ Assist with administrative duties such as filing and managing patient records
■ Report any patient concerns or clinical observations promptly to nursing or medical staff
■ Comply with infection control policies and health and safety regulations
Roles and Responsibilities
Nursing and AHP Team
Ophthalmic Technician
Supports ophthalmologists by performing a range of diagnostic tests and clinical procedures related to eye health. They assist in the assessment, monitoring, and treatment of patients with eye conditions, ensuring accurate data collection and patient comfort.
Key Responsibilities:
■ Prepare and assist patients for eye examinations and procedures in outpatient clinics
■ Perform diagnostic tests such as visual acuity, visual field testing, tonometry, optical coherence tomography (OCT), retinal photography, and other specialised ophthalmic investigations
■ Operate and maintain ophthalmic equipment, ensuring proper calibration and safety standards
■ Record and accurately document test results and patient information for clinical review
■ Provide patients with clear instructions and reassurance during examinations and procedures
■ Assist ophthalmologists during clinical assessments and minor procedures as required
■ Maintain infection control standards and ensure clinic rooms are clean and well-organised
■ Manage and organise outpatient clinic workflow to ensure timely patient care
Radiographer
Responsible for performing diagnostic imaging examinations to assist in the diagnosis and treatment of patients. They ensure high-quality imaging, patient safety, and efficient service delivery in line with clinical protocols.
Key Responsibilities:
■ Prepare and position patients appropriately for diagnostic imaging procedures
■ Operate imaging equipment safely and effectively, ensuring optimal image quality
■ Explain procedures to patients, providing reassurance and addressing any concerns
■ Ensure patient identification, consent, and confidentiality are maintained throughout the imaging process
■ Adhere to radiation protection and health and safety guidelines to minimise exposure risks
■ Accurately record and report clinical information related to imaging procedures
■ Collaborate with radiologists, clinicians, and outpatient teams to facilitate timely diagnosis and patient care
■ Maintain and check imaging equipment, reporting any faults or issues promptly
■ Manage outpatient imaging schedules efficiently to minimise patient waiting times
ID Medical Outcome Forms
Guidance for Nurse in Charge
Activity Data Form
For this service, it is mandatory to record a clinical outcome for each patient seen. As the Nurse in Charge, your role includes supporting the process by recording overall activity data for each specialty clinic you oversee.
To streamline this, an easy-to-use online form has been created.
Instructions:
■ Please open the provided link and complete the form fully on your desktop or mobile device
■ Once submitted, forms cannot be edited. If you notice an error, submit a new form and use the comments box to explain the correction. Also, communicate directly with the Clinical Services team
■ If running more than one clinic of the same specialty, you may submit a single form for that activity However, if running multiple specialties, a separate form per specialty is required
■ It is essential to communicate effectively with the Clinical Consultant at the end of each clinic. You are responsible for submitting overall patient attendance figures, including any Patients of Concern (POC) and Cancer Alerts
■ Ensure your data aligns with the Consultant’s records to guarantee accuracy in reporting activity to the Health Board
■ If preferred, you can forward the link to your NHS email for easier desktop access
Patients of Concern (POC) & Cancer Alerts Form
It is essential to promptly report any Patients of Concern or Cancer Alerts identified during your clinic sessions. This ensures timely follow-up and appropriate clinical management.
Instructions:
■ Use the dedicated POC & Cancer Alerts online form to record all relevant patients identified during your clinic
■ Complete the form in full and as accurately as possible
■ Submit the form immediately when an alert is identified for any POC or cancer alert
■ If you identify multiple patients, the form should be completed for each one. Do not combine information for multiple patients on one form
■ Communicate any urgent concerns directly back to ID Medical Clinical Services and the Link Nurse on site
■ Once submitted, the form cannot be edited. If an error is made, please submit a new form with the correction noted in the comments section
■ Ensure your entries align with the clinical records and consultant reports for consistency
Consultant Activity Forms
The consultants have been provided with the links below. Please ensure that they open these links on their desktop in the morning so they can complete each patient outcome as they progress through the clinic.
Consultants may either:
■ Email the link to their NHS email account for easy access, or
■ Open their personal email on an internet browser to access the link
This process is vital to ensure accurate and timely recording of patient outcomes throughout the clinic.
Please use your printed clinic lists to keep track of patient statuses such as:
■ Discharged
■ Did Not Attend (DNA)
■ Could Not Attend (CNA)
Operational Feedback
Any operational issues or general feedback encountered during the clinic can be documented in the Activity Data report for review and action. This includes:
■ Concerns regarding clinic processes
■ Staff-related issues or observations
Providing detailed feedback helps improve service delivery and address any challenges promptly.
For any questions or technical support, please contact the Clinical Services Team directly.
NIC Activity Data
Page link
https://forms.id-medical.com/nic-activity-data
NIC POC Form
Form Link
https://forms.id-medical.com/nic-poc-form
NIC Cancer Alerts
Form Link
https://forms.id-medical.com/nic-cancer-alerts
Consultant Outcome Form
Page link
https://forms.id-medical.com/consultant-outcome-form
Viewpoint Patient Feedback
Real-Time Feedback Solutions
Capture and Act Fast
Guidance for Nurse in Charge
What is Viewpoint?
■ A quick, anonymous digital survey via tablet for patients to share feedback on their care experience
■ Helps improve service quality and patient satisfaction
Your Role:
■ Encourage Participation: Politely invite patients to complete the survey on tablets provided. The HCA supporting your clinic should also play a key role in speaking to patients about completing the patient feedback.
Explain the Purpose:
“This survey helps us understand your experience and improve our care. It’s quick, anonymous, and voluntary.”
■ Ensure Accessibility: The local link nurse will ensure the tablet is ready and available for you at the start of the clinic
■ Respect Choice: Participation is voluntary—no pressure
■ Monitor Usage: Keep an eye on survey completion rates and address any barriers back to ID Medical Clinical Services
■ Escalate Concerns: Report any urgent feedback to the local link nurse, address with your team directly and ID Medical Clinical Services promptly
Why It Matters:
■ Real-time patient feedback drives improvements
■ It supports a culture of openness and patient-centred care
■ It enhances team understanding of patient needs and experiences
Quick Tips:
■ Introduce Viewpoint early in the patient journey or at discharge
■ Keep your tone friendly and reassuring
■ Remind patients the survey is brief and anonymous
Need Help?
Contact the Clinical Services Team on 01908 525 756 for support or troubleshooting or Viewpoint directly on 03333 355 640
Major Incidents and Complaints
Introduction
At ID Medical, we are committed to providing safe, high-quality care through our clinical insourcing services. This means that if any major incidents or complaints arise, we have a clear process to handle them quickly and thoroughly. Our goal is to ensure issues are reported promptly, investigated carefully, and communicated effectively, so we can learn and improve continuously.
All staff working with our insourcing services follow this process closely, working hand-in-hand with the host Trust to maintain the highest standards of patient safety and service quality.
Reporting Major Incidents
■ ID Medical must notify the host Trust immediately on the same day if a serious adverse incident occurs during the insourcing service
■ All minor incidents must also be communicated and recorded via the local Datix incident reporting system to maintain transparency and safety oversight
■ Incidents should be reported promptly to the Nurse in Charge or designated senior clinical lead on site to ensure immediate risk mitigation and patient safety
Investigation and Service Suspension
■ ID Medical will collaborate fully with the local clinical governance and risk management teams to investigate all incidents thoroughly and identify appropriate remedial actions
■ In cases where an incident is initially understood to result from an action or omission by an ID Medical insourcing team member and deemed significant, the Hospital may decide to suspend the insourcing service pending completion of a full investigation
Handling Complaints and Patient Concerns
■ Any concerns or complaints raised by patients, carers, or staff about the quality, safety, or standard of care provided by ID Medical during the insourcing service will be taken seriously
■ ID Medical will cooperate fully with the Trust-led investigation process, communication with patients, and implementation of any necessary remedial measures
Communication and Staff Support
■ Staff involved in incidents or complaints will be offered appropriate support, to maintain wellbeing and professional standards
■ Patients and their families will be kept informed throughout the investigation process with honesty, empathy, and respect directly via the local team
Review and Continuous Improvement
All incidents, complaints, and concerns related to the insourcing service will be reviewed regularly in contracting and governance meetings between the host Trust and ID Medical to drive service quality and safety improvements
Conclusion
Effective management of major incidents and complaints is fundamental to ensuring safe, high-quality clinical insourcing services. This process promotes transparency, accountability, and partnership working between ID Medical and the local hospital. By adhering to this procedure, all parties contribute to continuous improvement, patient safety, and trust in the services provided
Further Information and Support
If you have any questions regarding the major incident and complaints process, please do not hesitate to contact the ID Medical Clinical Services team directly for further guidance and support.
Contact details
ID Medical Clinical Services
01908 525 756
Emergency Out of Hours Information and Help
When to Use Out of Hours Support
■ Urgent clinical issues outside normal hours
■ Major incidents needing immediate escalation
■ Patient safety concerns
■ Equipment failures impacting care
■ IT login/system access issues
■ Any urgent Trust or ID Medical operational support
Key Contacts
Role Contact Details
IT Support (Login Issues)
ID Medical Operational On-Call
Lisa Jones
Clinical Lead Nurse (ID Medical)
Sarah Moss
Operational Manager (ID Medical)
Shelley Morris
Service Development Manager (ID Medical)
Important Reminders
03000 846989
(2 Service Desk Analysts, Senior Technician backup)
01908 552820
07741 253817
07878 666230
07870 553528
■ Escalate major incidents immediately to Trust Emergency Control if needed
■ Document all calls and actions taken during emergencies
■ Report non-urgent issues during normal hours if appropriate
■ Ensure all team members know these contacts at shift start
Thank You!
We appreciate your dedication and commitment to delivering high-quality care as part of the ID Medical insourcing team.
Your support makes a real difference to patients. Together, we can provide safe, compassionate, and effective care — thank you for being an essential part of this team!