SCENARIO

You are a full$-$time worker at a popular caf in a town centre. A month ago, the caf changed to operating from $5$ days to $7$ days a week. The workforce consists of the owner of the caf, a part$-$time shift manager $($SM$),$ three full$-$time workers, and two part$-$time workers who work on busier days. The SM is the first new hire in the last two years. The caf is managed by the owner $5$ days a week and the part$-$time SM manages the caf for the remaining two days.

The caf is in an old, renovated narrow building on a busy, pedestrianised shopping street. It has a service counter near to the entrance where orders are taken and drinks are made. Once a customer places an order at the counter, they are given a numbered sign to place on their table. When the order is ready, a worker will take it to the customers table.

There are two indoor seating areas. At the back of the first area, there is a step that leads up to the second area. In the past, customers and new workers have often tripped over this step. You have previously raised this with the owner, as you noticed an increase in the number of times it is mentioned in the accident book. Luckily, there have never been any serious injuries. Following your conversation, the owner has hung a mind the step sign on the wall next to the step. In these seating areas, the furniture is placed very close together. A corridor at the back of the caf leads to a unisex restroom and an emergency exit. There is a patio outside the front of the caf where further seating is available.

Since the new SM started working at the caf, you and the other workers have noticed some changes. It is obvious that the new SM has been keen to impress the owner. The SM insists that tasks must be completed quickly, so that more customers can be served. One of the full$-$time workers raised concerns with the SM about the increase in workload. The SM angrily told them that it was good for the business; that is what matters most. None of the workers look forward to working on the days that the SM is in charge.

On a day off work, the owner is catching up with some administrative tasks. While going through some paperwork, they notice that the number of worker sick days has substantially increased in the last month.

Faulty machine

Early in the week, the owner is on duty. The part$-$time worker on$-$shift notifies them that one of the two commercial$-$sized coffee machines is not working. The owner inspects the coffee machine and concludes that the pressure system $($used to create steam$)$ has a fault. They instruct the part$-$time worker to stop using the faulty machine and the owner puts an out of order sign on it$.$ The owner then contacts the coffee machine company and arranges for the repairs to be carried out. The owner calls and leaves a voice message for the SM$,$ informing them of the broken coffee machine. In their message, the owner explains that a contractor will carry out repairs in two days time, and that the SM must supervise the contractor while they are on site. The SM did not return the call.

On the day that the contractor is due to arrive, the SM$,$ a full$-$time and a part$-$time worker, and you, are on shift at the caf. By midday it has started to rain heavily, so all the indoor seating is being used. More customers continue to enter the caf to shelter from the bad weather. As they enter, some customers shake rainwater off their umbrellas and coats.

The SM is determined to keep a high turnover of customers. They find you in the second seating area and tell you to bring in some outdoor tables and chairs for customers to use. You tell the SM you do not think there is enough space to set up additional furniture. The SM points to various areas in the current walkways and says look, theres plenty of space. They even point out the large empty space in front of the corridor at the back of the second seating area. They tell you to get on with the job before we lose any customers. The SM then leaves, allowing you to complete the task. The other workers are too busy serving customers to help.

You bring in three lightweight metal tables and set up two chairs at each table. You place them where the SM has told you to and dry them, ready to be used. These tables are soon occupied by customers.

Contractor arrival

The contractor arrived while the SM was talking to you about moving the outdoor furniture inside. The contractor informed a worker at the service counter that they were at the caf to carry out repairs. The worker was not expecting the contractor and did not know what they were there to work on$.$ They asked the contractor to wait while they spoke to the SM$.$ When the worker found the SM$,$ the SM told the worker that they were too busy and that the worker was more than capable of supervising the contractor. The worker returned to the counter and told the contractor that the SM was busy, but they could start the work. The contractor said that they were happy to do this as they had repaired coffee machines at this caf before and know the layout of the caf.

The accident

A worker is carrying a tray of hot drinks to a customer sitting in the second seating area. At the last moment, they notice that they are about to bump into a customer sitting at one of the extra tables. As they quickly turn to avoid the customer, they trip over the step leading to the second seating area and fall to the floor. The hot drinks from the tray spill over the workers hand and arm.

As you are nearby, you are the first to respond to the scene. The injured worker appears to be in a lot of pain, so you make sure that the SM is informed of the accident. The SM arrives on the scene and does not know what to do and begins to panic. As the only worker available with first$-$aid training, you carry out emergency first aid on the injured worker. Later, the injured worker is taken to hospital where they are confirmed to have skin damage covering their hand and arm. They are instructed not to return to work for $5$ weeks to allow the scalds to heal.

You tell the SM where the accident book is kept, as the owner would usually complete this. The SM tells you that they will complete it later. They focus on continuing to serve customers and forget to do this. You call the owner and inform them of the accident. They ask how the injured worker is$,$ thank you for informing them, and tell you that they will organise an investigation into the accident.

Task: Reviewing first$-$aid arrangements

Following the accident, the owner has asked you to review first$-$aid arrangements at the caf.

What would you consider in your review to determine if first$-$aid provision is realistic and proportionate at the caf? $(15)$

Notes: You do not need to itemise specific first$-$aid equipment. You should support your answer, where applicable, using relevant information from the scenario.