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LSDNSDISP Workshop

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PAN Birmingham (North Birm) CPAS. Wolves CPAS. 20th Jan. Live Project Fast Facts: ... Royal Orthopaedic PAS, UHB PAS. 13th Feb. Bolton Theatres. 20th Feb ... – PowerPoint PPT presentation

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Title: 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)

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

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

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