DISASTER RECOVERY PLAN - SAMPLE

SOFTWARE FAILURE

In the event of medical software failure:

• Not being able to open:
  • Data base is missing
  • Is frozen
  • Is so slow that you are not able to function properly
  • Pages are not loading properly e.g. lots of information is missing from patient files
• Please try to shut down the workstation you are on
• If this does not work speak to doctors and other staff to arrange a full system shut down including the server
• This will mean that staff will have to run 'manually' for at least 15 minutes as the server is very slow to shut down and restart
• If the full system shut down does not fix the problem you will need to email an error log to software vendor, then call vendor and inform them that logs have been sent and await their advice

COMPUTER FAILURE

In the event of total computer failure we will go ‘manual’

What this means for Receptionists:

• Receptionists are required to get the Manual Operations Kit
• Turn on radio to suitable station (keep in mind some stations may broadcast culturally or socially inappropriate content)
• Hand out doctors their individual Manual Operations Kit
• When patients arrive, high-light them off the manual printout and make record any changes that occur
• Fill out the Pink forms (Medicare DB1 or DVA orange) with patient name and keep forms in order of being seen (as in setting up a manual ‘waiting room’ on the desk
• On exiting the Doctor’s room the forms are to be signed by patients or kept as record of private payment so that receipt can be posted later
• Patients who wish to make an appointment are added to a list and phoned as soon as we are operational again
• Ring IT ‘Board of Advice’
• Pathology and Radiology companies are to be contacted and results are to be sent manually and electronically for a period on one to two days (longer if IT ‘Board of Advice’ suggest longer)
• Any recalls that are required are recorded
• After systems are restored recalls are to be entered
• After systems are restored Manual Progress notes are to be scanned into patient file

What this means for doctors:

• Manual Progress Notes
• Recalls to be added are recorded
• Manual Pathology Books - record what forms were given to patients
• All notes should be kept together and given to receptionists to scan and follow up when practice is fully recovered from system failure

BLACKOUT

• Turn off computer
• Turn off all power boards
• Open all doors and windows
• Take all messages and numbers of people who want an appointment
• Get patients to sign pink manual forms
• Remember the airconditioning won’t be working so be very aware as windows may need to be opened and sound proofing qualities may have changed, without the sound of the air vents

On return of the power:

• Print out all forms and staple pink signed copy to them for Bulk Billing or post private billing receipts to patient
• Turn on power boards and set up programs and close doors and windows
• Download all pathology, scan manual progress notes and enter recalls and records that pathology was ordered manually

FIRE / FLOOD / BURGLARY ETC. OF PRACTICE SITE

In the event of a fire: 

• Immediately tell Practice Manager/Doctors
• Telephone 000
• Attempt to extinguish the fire if safe to do so (fire extinguisher is stored at front door)
• Evacuate the practice
  • Receptionist 1 is in charge of front waiting room and children’s room
  • Receptionist 2 is to clear the back waiting room and check the toilets
• Practice Manager/Receptionist to take back-up device when exiting and the day sheet printout
• Doctor is responsible for all parties in their room
• Once all persons have exited close door and place pillow leaning on door
  • Reception 1 stands post at front door
  • Reception 2 at the back door, not allowing people back inside
• Upon their arrival, the directions of the Fire Brigade are to be followed

In the event of a bomb threat/obscure object:

• Immediately tell Practice Manager or Doctor
• Telephone 000
• Do not attempt to touch or move the object
• Evacuate the practice
  • Receptionist 1 is in charge of front waiting room and children’s room
  • Receptionist 2 is to clear the back waiting room and check the toilets
• Practice Manager/Receptionist to take back up device when exiting and the day sheet printout
• Doctor is responsible for all parties in their room
• Once all persons exited close door and place pillow leaning on door
  • Dr X in room is responsible to clear staff room and hang sign on the door handle (located behind door on handle)
  • Dr Y in room to check the storeroom and hang signs on the door handle (located behind door on handle)
  • Reception 1 stands post at front door
  • Reception 2 at the back door, not allowing people back inside
• Upon their arrival, the directions of the Fire Brigade are to be followed

In the event of flood/water damage:

• Immediately tell Practice Manager or Doctor
• Attempt to turn off any water mains (if flood is caused by this)
• Turn off power at mains
• Evacuate the practice
  • Receptionist 1 is in charge of front waiting room and children’s room
  • Receptionist 2 is to clear the back waiting room and check the toilets
• Practice Manager/Receptionist to take back up device when exiting and the day sheet printout
• Doctor is responsible for all parties in their room
• Once all persons exited close door and place pillow leaning on door
  • Dr in X room is responsible to clear staff room and hang sign on the door handle (located behind door on handle)
  • Dr in Y room to check the storeroom and hang signs on the door handle (located behind door on handle)
  • Reception 1 stands post at front door
  • Reception 2 at the back door, not allowing people back inside
    
• Upon their arrival, the directions of the Fire Brigade are to be followed
• Try to salvage any equipment not touched by water
• Contact building owner and SES
• Contact principals to contact their insurance broker
• Contact patients booked in - inform them that the practice will be running late or will be closed temporarily
• Prepare to ‘go manual’ if the building is still able to be used safely
• If the site is unable to be used a temporary practice will be run out of a room at the X private Hospital (subject to availability).

In the event of hold up:

• Follow the instructions of the offender and meet his/her demands quickly and completely
• Do not fight or attempt to disarm or follow the offender
• Be deliberate in you actions if asked to hand over property to the offender
• As far as is practicable ensure the safety of visitors/patients
• Observe the offender and note physical description and any identifying features
• Note dress and mannerism, speech, type of weapon, clear details of offender’s demands
• Stay out of danger if not directly involved
• Push both buttons of silent alarm, hold for five seconds or leave the area if safe to do so and phone 000, if not able, phone 000 when the offender departs
• Once the offender departs, notify the Doctor and all staff
• Immediately contact police and provide the following details - workplace address, brief details of incident, name and position

In the event of deranged or hostile person:

Many of these situations can be diffused as follows:

• Speak quietly and rationally to the person, and do not appear threatening in any way
• Move as many people as possible away from the expected path of the offender
• If people cannot move away then minimize exposure by moving behind furniture and walls
• Do not antagonize the offender
  
• Stay out of danger if not directly involved
• Push both buttons of silent alarm, hold for five seconds or leave the area if safe to do so and ring 000, if not able, phone 000 when the offender departs
• Once police and other professional response groups are on site, they will assume control
• These response groups may be well armed and therefore there may be a risk not only from the offender by also from the police
• It is important to obey all instructions immediately

In the event of a burglary:

Upon arriving at the Practice to find it has been robbed:

• Do not touch anything
• Call the police with your mobile if possible
• Call the principles and inform them
• Lock the front door if possible, remain waiting outside until the police arrive
• Arrange for the first hours patients to be rescheduled
• Principles will contact their insurance broker
• Be prepared to ‘go manual’ for a few days

ILLNESS & INCAPACITY TO WORK IN THE SHORT TERM:

• The absent doctor needs to contact the locum prior to 7.00am on the day of the absence and also a call to the receptionist on duty that day
• All doctors are provided with a staff contact list and staff roster for this purpose
• The absent doctor accesses Pracsoft and Medical Director remotely and checks the patient list and advises of urgent cases that must be seen that day
• If the locum in unavailable for that day then we will implement “Crisis Mode”:
  • Increase blocked appointments for next few days for all doctors
  • For existing GPs add two more appointments at the end of the day to cover most urgent cases
  • As a back up only at end of day when fully booked, referring to GP clinic at the local after hours facility, ensuring patients are made aware that the fee structure is not the same as our surgery and that there may be a wait

ILLNESS & INCAPACITY TO WORK IN THE LONG TERM:

• Arrange for the locum to work in the Doctors absence
• When it is clear that the Doctor’s absence will be longer than a few days plans must be made for a longer term solution
• If the locum doctor is unavailable and work load is too great to share then a locum agency should be considered
• Prices are to be sought and details given to Principals to make final decision

HOLIDAYS 

The following adjustments need to be made to the appointment books as soon as holiday roster is available:

• The doctor who is going away increases their capacity on the week prior to their departure and week of their return
• Part time doctors could add an extra half session for that week
• Decrease procedures as much as possible during the week prior to their departure and week of their return
• Book locum in well in advance - and doctors are discouraged from taking time off when he/she is unavailable
• If locum is unavailable then part time doctors are encouraged to increase sessions

PANDEMIC

• Develop practice specific pandemic plans using the RACGP Pandemic Planning Toolkit