Dear Ruth,
(in case you thought we had forgotten you!)
In our case, historically all of the above.
However our new 'official' system, when the goods actually arrive is for the Staff (including the Porters) delivering said offensive equip., to ensure a Decontamination Certificate is completed and attached to the device.
Equipment will not be accepted without one.
So we recently realised we were missing a trick and re-designed the Trust's Decontamination form the include a fault reporting section, which people (more often than not) tend to have to fill in.
So even if we take a garbled message as well over the phone, once the call is booked, details can be amended at point of receipt of hardware.
We reserve the option .. depending on caffeine levels ;-) .. to bounce back to department if not completed fully / to our satisfaction.
This is also valuable for audit purposes (it's ISO9001:2000 don't cha know)
Regards, C
