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📅 Upload Staff Rota
Upload a CSV exported from Deputy (or any spreadsheet) with your staff shifts. DND/break thresholds and calls per hour will be calculated per person based on their actual shift length.

Required columns: Name, Date, Start, End
Optional: Break (mins), Site
Date: DD/MM/YYYY or YYYY-MM-DD  ·  Time: HH:MM (24hr)
Name,Date,Start,End,Break,Site
Jane Smith,28/04/2026,08:00,16:30,30,Abbey Surgery
Tom Jones,28/04/2026,09:00,17:00,20,Barkantine
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Leave blank to load all dates from the CSV (recommended for multi-week exports). Set a date to only load shifts for that specific day.
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LineIn Operations
Significant Event Investigation Report
LineIn
Site
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PSC
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Date of event
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Report date
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Reference
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Practice & Event Details
Practice name
PCN (if applicable)
Date of event
Date reported
Report prepared by
Call handler
Call type
How identified
STEP 1 Initial Report — Ops Team Complete within 2 hours of the event being identified
Description of event
What to write: A factual account of what happened on the call. Include: what the patient requested, what the PSC did or said, the outcome of the call, and how it was identified as a significant event. Do not include opinions — facts only.
Example: "Patient called requesting an urgent GP callback for chest pain. PSC [name] advised the patient to call back the following morning and disconnected the call without arranging a callback or escalating. Identified by patient complaint received same day."
Consequence of event
What to write: What actually happened as a result of this call. Did the patient receive delayed care? Was there potential for harm? What was the immediate impact on the patient and the practice?
Example: "Patient did not receive timely medical assessment. Patient subsequently called 999 and was taken to A&E. Practice was contacted by the patient's family and lodged a formal complaint."
Risk assessment
What to write: Rate the clinical and patient safety risk (Low / Medium / High / Critical) and explain why. Consider: potential for harm, likelihood of recurrence, vulnerability of patient.
Example: "High risk. Patient presented with acute cardiac symptoms. Failure to escalate a patient describing chest pain represents a critical patient safety failure. Risk of harm was significant."
STEP 2 Investigation — Team Leader Complete within 48 hours — speak with the PSC directly
Investigation
What to write: Document your full investigation. Include: when and how you spoke with the PSC, what they said about the call, their understanding of the protocol, what training records show, and whether this is an isolated incident or a pattern.
Example: "Meeting held with [PSC name] on [date] via Teams. PSC confirmed they did not recognise chest pain as a red flag symptom. Review of training records confirms red flag symptom training was completed in [month]. PSC unable to explain the protocol gap. Call recording reviewed — patient clearly stated 'chest pain' twice. No previous SE record for this PSC. Incident appears to be a one-off but reflects a gap in application of training."
STEP 3 Actions & Learning — Training Team / Ops Manager Complete within 5 working days
Actions taken
What to write: List every action taken in response to this event. Include who did what, and on what date. Actions may include: formal feedback session, refresher training, workbook update, protocol review, practice notification, escalation to HR.
Example: "1. Formal feedback session held with PSC [name] by TL [name] on [date] — red flag protocol reviewed in full. 2. Targeted refresher training on red flag symptoms delivered by Training Team on [date]. 3. Practice Manager at Hucknall Road contacted by Ops Manager on [date] via Teams — apology issued and incident explained. 4. Workbook updated to include additional red flag symptom examples — effective [date]."
Learning and service improvement
What to write: What has the team or organisation learned from this? What has changed as a result? Include any systemic improvements, monitoring that will be put in place, or wider team communications.
Example: "Red flag symptom protocol has been reinforced across all PSCs via group training session on [date]. Spot check criteria updated to specifically include red flag symptom handling as a review point. All new starters will receive targeted red flag training as part of induction from [date]. Monitoring of red flag call handling to be included in quarterly QA review."
Impact assessment
Patient impact
Practice impact
Root cause analysis
Primary root cause
Contributing factors
Quality assurance outcome
Audit completed
Outcome
Key findings
Client communication
Date practice informed
Method
Delay acknowledged
Supporting documents
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Call recordings, emails, screenshots
Report sign-off
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