LSDNSDISP Workshop

1
LSD/NSD/ISP Workshop

• CSC Alliance
• Version 1.0
• 9th February 2006
• CATH GARDNER CSC Help Desk Manager

2
15th May
RJAH PAS
Go-live Barometer
30th April
Blackpool Fylde PAS

• Live Project Fast Facts
• (as at 16th January 2006)
• 35 Projects deployed
• 60 Trusts, covering
• 48 PCTs
• 3 Acute Trusts
• 4 Mental Health Trusts
• 5 Emergency Bundles
• In 701 Enabled Sites/Locations
• 17,353 PAS User Accounts
• 1,355 EB User Accounts
• 18,708 Registered Users

24th April
East Lancs PAS, George Elliott PAS
3rd April
Birm Womens PAS, Morecambe Bay PAS
31st March
South Warwick PAS
27th March
St Helens Knowsley PAS
20th March
North Cheshire PAS
6th March
Sport Orm PAS
Wirral CPAS
27th Feb
20th Feb
Hereford PAS, Blackpool Fylde Theatres
13th Feb
Bolton Theatres
30th Jan
Royal Orthopaedic PAS, UHB PAS
Wolves CPAS
20th Jan
16th Jan
PAN Birmingham (North Birm) CPAS
34 Projects deployed by End of 2005
3
Initial Process Issues

• Triage Form complexity
• Information requested
• Time to complete
• End User Contact leaving LSD out of support
  loop
• NSD response times
• Delay in reporting and receiving incident
  information from ISP
• Communication channels between support
  organisation
• Communication from NSD to LSD
• Insufficient product knowledge LSD NSD
• Severity Setting
• End user understanding of SLAs

4
Referring National Programme Incidents -
Gathering User Information

• Local Helpdesk This should be pre-populated with
  the name of your helpdesk
• Local Ref No. Provided if your incident
  management system assigns a unique reference
  number to the record. This enables case
  cross-referencing
• Date and Time of Incident The time and date
  when the incident occurred
• Name of User experiencing the problem Full name
  and title to be included e.g. Dr. John Smith, not
  simply Dr. Smith
• User Email Address Used for key communications
  e.g. expected resolution time, reference number,
  resolution details etc.
• User PNC / NACs Code This may not be available.
  Best obtained by asking the user whether their
  site has a Practice National Code (PNC) or
  National Administration Code (NAC).
• Users Site Trust Name Name of Site and Trust
• Users Address incl. Post Code Site address and
  Post Code
• Role of User Each user has an assigned role
  that is pre-programmed on their Smartcard and
  controls their access rights e.g. Clinician
  (NOTE Some users have multiple roles. The end
  user should provide the role that they were using
  when the incident occurred)

1

• HINTS TIPS
• Where possible, pre-populate end user and
  location details (Site Name, Trust Name and
  Address incl. Post Code) in your own incident
  management system then all you need to do is
  confirm them with the end user and then simply
  copy and past them into the Triage Form!

5
Referring National Programme Incidents -
Describing the Incident

• Description of the Incident The majority of
  your time should be spent completing this section
  of the form. Incidents can only be diagnosed and
  resolved by Technical Analysts if there is enough
  information in this section to allow them to
• Recreate the incident
• Eliminate solutions that have already been
  considered and investigated
• Identify familiar symptoms between the incident
  and known errors / outstanding problems
• Identify a workaround / permanent solution

2

• To enable the above, the description of the
  Incident must include
• Name of the application e.g. Vision, Synergy etc.
• Summary of the Incident e.g. User cannot logon to
  Portal
• Full replication of the steps that led to the
  incident
• Has the Incident occurred before?
• A summary of the incident diagnosis that has been
  carried out e.g. what were the end users key
  phrases, what options did you consider, what
  options were eliminated following further
  questioning, what did you conclude and why
• Any error messages must be provided in full.
  Screen shots should be included where
  appropriate. (NOTE screen shots must not include
  any patient identifiable data so please delete or
  obscure before sending through)

6
Referring National Programme Incidents - Setting
the Impact

• Impact of the Incident This field is used to
  describe the business and patient impact of the
  Incident. The Integrated Service Providers will
  rely on the information provided in this field to
  accurately set the severity of the incident.
• The best way to capture this information is to
  put yourself in the shoes of the end user
• What were they trying to do? Are they booking an
  appointment, printing a prescription,
• What is the impact on the users patients? Can
  they still receive treatment?
• What time of day did the incident occur? Peak
  period or last thing before users go home?
• Is there any other way that user could complete
  the task? E.g. if the issue is related to
  printing a prescription could the end user write
  the prescription by hand or use another printer
  etc.
• Are any other End Users affected? E.g. is the
  LSP Portal down for everyone or just one person.
• Is there any clinical risk? E.g. the incident has
  resulted in an incorrect drug being prescribed
• Is there any security risk? E.g. users can see
  data they should not have access to

3

• HINTS TIPS
• Consider the situation and ask the most relevant
  questions if you ask everything you will be on
  the phone all day!
• Use the knowledge you already have of the
  incident before asking any additional questions

7
Referring National Programme Incidents -
Completing the Form

• Environment Add an X to highlight the
  technical environment where the incident occurred
  
• Contact Name The name of the person that the
  Technical Analyst will contact if they require
  further information about the incident. In order
  of preference, this contact could be
• The end user experiencing the incident
• A nominated representative e.g. the Practice
  Manager at the relevant GP Surgery
• The Local Helpdesk
• Contact Telephone Number The telephone number
  for the above contact
• Contact Email Address The email address for the
  above contact

4
8
Recent Process Improvements

• Triage Form complexity
• Single page, Version 2 Issued 26th September
• Relevant information only
• Uses the LSD as the Contact (based on LSD
  feedback)
• Comprehensive guidelines for completion issued
• End User Contact
• Contact is now the LSD rather than End User
• NSD response times
• Increased staff numbers in line with demand
• Improved technology

9
Recent Process Improvements - continued

• Delay in reporting and receiving incident
  information to/from ISP
• Word triage form now received by ISP
• Moved toward electronic communication between NSD
  and CSCA
• Email confirmation of receipt and severity sent
  to Contact and NSD
• Email confirmation of resolution sent direct from
  CSCA to Contact and NSD
• Weekly review of end to end performance against
  internal guarantees
• Insufficient product knowledge LSD NSD
• Knowledge gained from experience
• Initial knowledge packs provided to NSD and LSD
• Severity Setting
• Tool to allow consistent allocation of severity
• Inform Contact via email of Severity set
• End user understanding of service levels

10
Future Planned Improvements

• Triage Form complexity
• Improve guidance for completion of forms to
  ensure all relevant information is provided for
  type of incident
• End User Contact
• Communication required on the responsibilities of
  the Contact i.e. Contact must be able to assist
  in resolution if required
• If Contact is the End Users we need the LHDs
  email address as well
• NSD response times
• CSCA demand forecasting additional users
• Continued review of performance
• Delay in reporting and receiving incident
  information to/from ISP
• Continued review of performance
• Further information requests when end user
  unavailable Suspend Clock CCN required

11
Future Planned Improvements

• Insufficient product knowledge LSD NSD
• Mechanism for Knowledge transfer and for
  monitoring success of knowledge articles - on the
  agenda of the HDOF
• Ensure LSD staff included in Trust training plans
• Severity Setting
• Review severity guidelines to improve clarity
• End user awareness communication
• Understanding Clinical Risk
• Process to review/measure severity disputes
• End user understanding of service levels
• Email sent when incident is logged will include
  the SLA fix time
• Review with LSDs

12
LSD Role in Service Improvement

• LSDs are key player as they own the relationship
  with the End User
• Cluster Help Desk Forum
• Key contributors to prioritising Service
  Improvement initiatives
• Assist with any service improvement trials
• End User communication
• Develop a closer relationship with CSCA