Bytes Newsletter_August 2021

August 2021 NEWS & VIEWS FROM THE C&I TRUST DIGITAL TEAM

Introduction by Jeff Boateng Executive Director of Digital Services & Informatics Hello all, on behalf of the Trust Digital team, I hope you’re enjoying the summer months and all it has to offer. Looking back, as we come into some form of new “normal”, it has probably been one of the most challenging years for many of us. Everyone has had to adapt to new ways of working and your Trust Digital team have been looking at ways to make further improvements which will support our colleagues, service users and other partners. The IT outage which happened in March 2021 serves as a constant reminder as to why we need to improve our systems and processes so that the impact on staff wellbeing and patient care is kept to a minimum.

The team is now looking ahead, and there are a number of initiatives which we know will strengthen our infrastructure and resilience overall: Moving to the cloud C&I is already partially in the cloud since we implemented Microsoft Office 365. The outage which happened in March 2021 was as a result of a power failure at a local datacentre. The IT team are now actively pursuing a move to the cloud with a minimum reliance on having on-premises data centres (such as we have currently). A business case is currently going through our governance processes and once approved, we can start our journey of moving all of our current applications into cloud infrastructure which is supported by Microsoft. The benefits of this move is immense and what it means is, for example, files, folders and applications are available if there is an outage issue.

Improving our data networks A data network is an electronic communications process that allows for the orderly transmission and reception of data, such as emails. We aim to make ours more robust and resilient. All Trust sites will be migrated from the old, slow, end of life and non-resilient data network onto the Multi Protocol Label Switch (MPLS) network with full resiliency, new upgraded equipment and

data circuits, increased capacity bandwidth / speed. The solution will add flexibility, reliability, scalability and resiliency to the Trusts’ network – a key driver for the Trust going forward. Connecting the Trusts’ sites into an integrated network allows greater sharing of information and applications for all end users by a common network infrastructure that is secure. The business case for this is being progressed.

Progressing our WiFi Improvement programme The WiFi improvement programme has been underway since Spring 2020. Phase 1 has now been completed with priority given to deploying WiFi on Trust sites where there was no WiFi availability, which was causing operational and clinical service disruption. The business case for Phase 2 has been approved and would focus on remaining sites with limited WiFi availability and fix any remaining WiFi issues.

I’ll finish by commenting on an important change to the way the IT team will be working to improve customer service, experience and expectations. I know many of you may have been frustrated at some point with understanding timelines in IT and lack of communication. With that in mind, we will be establishing Service Level Agreements (SLAs) with the entire Trust from the 26th July 2021. These SLAs will allow IT to work to specific timelines and feedback appropriately using the normal methods of communication as well as our new self-service portal. More information about the priority levels and associated timelines can be found (insert link). If you have any queries about what these SLAs mean for you then please do not hesitate to contact our Head of Service Delivery, Daljit Bhana (Daljit.Bhana@Candi.nhs.uk).

See our dedicated intranet page

HERE

We hope you enjoy this edition of the Trust Digital newsletter. Any thoughts or comments, please do get in touch by emailing me at jeffrey.boateng@candi.nhs.uk

Head of PMO Introduction Hello, my name is Ed Fernandez, I have been taking on the role of Head of Digital PMO since April 2021 which involves the management of the Digital PMO and its resources whilst liaising with a wide number of stakeholders across the trust and externally to progress the Digital agenda.

PMO Article / update The Digital PMO Department continues to gradually evolve as it takes into new digital projects and brings some of the existing projects to a successful completion whilst strengthening its governance and management standards.

The Windows 10 project has now been successfully completed covering the migration of all devices from Windows 7 to Windows 10 in all Trust sites ahead of the baseline full plan completion date of 31/07/2021.

Netpresenter has now been launched as a new communication tool across the Trust which will help everyone to keep up to date with the latest news and guidance. This new digital solution will use the PC or laptop screensaver to display key Trust messages.

The InTune Project is progressing as per the baseline plan with 185 users have now been migrated from MobileIron to the new InTune solution, this represents a 17% of the total 1,000 user cohort.

The MPLS Phase 2 is underway covering the Estates sites as part of the Lowther Road decanting (Regis Road, UCLH, Holloway Road and Southwood Smith) and the Estates redevelopment plan (Finchley Road and Forest Road). The key objective is aimed at getting the new data lines in place by end of August 2021 to enable the sites to be operational. The next step will aim at implementing

the MPLS data network on the rest of the Trust sites with a procurement proposal currently underway with the London Procurement Partnership (LPP) Under the WiFi Enhancement Project the WiFi installation at the MHCAS building (Jules Thorne) has been completed along with WiFi surveys at the Estate sites Regis Road and Holloway Road and the 4th and 2nd Floor East Wing – St Pancras Hospital. The next steps will aim at fixing all the existing issues identified on the 4th Floor East Wing, carrying out the WiFi installations on all Estates sites and the North East Building at St Pancras hospital.

There is a new exciting project being initiated covering the implementation of the new EMIS Community Electronic Patient Records (EPR) and its integration with the C&I Data Warehouse.

In Terms of recruitment, the PMO Division led by the Head of PMO has now 3 Project Managers in post. This includes an allocated Project Manager to the new EMIS Project deliverables and another Project Manager allocated to HealtheIntent, EPMA (Pharmacy) and Carenotes rolebased access projects. Base Access projects. In addition, recruitment is currently underway for a new Project Manager to be assigned to the OxeHealth Project ASAP and provide support on some of the current Infrastructure Projects.

A Focus on Microsoft updates As some of you may be aware, CandI have partnered with Phoenix Software who are assisting us in deploying M365 & Teams.

Now we have completed the technical deployment, Phoenix will be working with us to maximise our investment and improve business processes. They have recently been recognised as Microsoft’s UK Partner of the Year and have supported 1000’s of NHS & Public Sector customers digitalise services to increase productivity.

As we continue to adapt to new ways of working, it has never been more important to consider change management as a part of any IT project.

Over the next few months, expect to see more of the Phoenix team as they work with several departments to help identify new ways of working and assist our colleagues in achieving more digital confidence.

For some top tips for engaging in Teams

HERE

Meet your Chief Clinical Information Officer (CCIO) Laurine Hanna is the Trust’s Chief Clinical Information Officer (CCIO); a position that exists within the healthcare industry, that combines the expertise of a medical clinician with IT knowledge. The remit includes supporting our digital transformation strategy with the aim of improving patient care.

Laurine Hanna is also a Consultant Liaison Psychiatrist here at C&I Trust. Here Laurie talks about her CCIO role and why it’s so important.

What does a Chief Clinical Information Officer (CCIO) do?

A Chief Clinical Information Officer provides clinical informatics leadership and is instrumental in transforming our digital agenda. The CCIO helps to drive the implementation of our digital strategy through engagement and facilitation of staff ensuring the realisation of the benefits of health IT for our patients.

Some of the things the role includes:

• Supports the clinical aims of our Trust • Improves outcomes for our patients, service users and staff

• Drives continuous clinical process improvement focused on patient outcomes and efficiency

• Helps build the link between our clinical teams and the IT teams and how digital can help clinical performance, safety and delivery How long have you been our CCIO? I joined the Trust as a new Consultant Psychiatrist six years ago. As with many NHS organisations, I realised that our staff (myself included) experienced significant day to day frustrations with technology, and I wanted to help make digital more effective within the Trust. That’s when I took on the CCIO role.

What interests you about digital transformation?

I’ve always been interested in IT. I grew up in a medical family, however my father had a career in IT and so I learnt how to code when I was a child! My physics degree also included some work on coding. While I’ve developed a career as a Psychiatrist, I’ve always been interested in the world of digital and how digital can really bring quality improvements within a clinical environment. I am hugely interested in patient safety – and digital transformation is key to this.

Since becoming the CCIO, I’ve studied the year-long PG Diploma run by the NHS Digital Academy and Imperial College. The Digital Academy was set up two years ago to develop a new generation of digital leaders who can drive the information and technology transformation of the NHS. It provides a 12 month fully accredited learning programme, which I’m pleased to say, I recently passed.

I will continue to add my news and updates both here in Bytes, and also on the Trust intranet which will explain some of the project work that is going on at the moment.

Meet your Chief Clinical Information Officer (CCIO) | Candi Intranet HERE.

My latest news Week commencing 12th July 2021 The weather has alternated between stormy rain and bright sunshine this week and time disappeared incredibly quickly. The week started with a meeting of the video consultation (VC) working group - a group that is so important to the Trust and finding its feet as we move from VC as somewhat of a novelty to a core business as usual offering. Itai Chikomo (Itai.Chikomo@ Candi.nhs.uk) will shortly be taking over from me as Chair of the group. One of our biggest concerns has been around inequalities - yes - VC works brilliantly for so many of us - but equally has the potential to exclude swathes of the population most in need of access to healthcare. It was great to receive the national equality and impact assessment tool for VC in secondary care which will help us to strengthen our offering. Do contact Itai or I if you are interested in this area.

Many of us in digital/clinical/informatics are wrapping our heads around snomed CT. EIS will be the first team to use it and so the clinical apps team will be inviting their clinicians to a simulation session in our Carenotes test environment to try out a couple of different ways we can crack this problem. More broadly it’s great to see we can build these wireframe (prototypes) of how Carenotes might look - and then get the end user clinicians testing them out before it goes into the live environment.

Lots going on in terms of education and professional development in clinical informatics. It has been the Digital Health summer school nationally, whilst here at C&I the brilliant folk who organise the junior doctors academic programme heard from the Dean of the Royal College of Psychiatrists about his ambitions for the future - including focus on building up a generation of clinicians who also consider themselves clinical informaticians.

Data Security and Protection Toolkit (DSPT) Mahwish Noor, Head of Information Governance and Data Protection Officer The DSPT is an audit carried out by NHS Digital to ensure that the Trust meets data security standards. Failure to meet can lead to access to patient data being revoked and reputational damage. This year’s DSPT had an increased emphasis on cyber security and the UK General Data Protection Regulation (GDPR). The IG team have successfully submitted the toolkit before the end of June 2021 and planning ahead for next year’s toolkit.

IG Training Thank you to those who have completed their mandatory IG training. The Data Security Awareness IG training is part of our core skill set that must be completed by all staff on an annual basis. You can complete the IG training by accessing it via ESR here or attend one of the MS teams IG training session by contacting cyber.security@candi.nhs.uk

Specialist IG training The following Information Governance e-learning courses are now available to you. These courses are mandatory for staff working in the Trust Digital team (under Jeffrey Boateng) but all permanent members of staff can access them.

The courses are designed to give you an insight into how information Governance is involved in the work you do and provide opportunities to improve your understanding in data protection based on the UK General Data Protection Regulations (UK GDPR). See opposite table.

Phishing email We need everyone to be vigilant about opening emails that could carry a computer virus or other malicious software. To test our resilience as an organisation, the Information Governance Team sent out a fake “phishing” email on 20 April, to see how staff reacted; 694 people opened the email and, of them, 410 clicked on the link within it – that is 59%. If the email had been a genuine cyber-attack, our IT system would have been vulnerable. A cyber-attack on healthcare services in Ireland last week led to cancelled appointments and some departments being temporarily closed to all but emergency care. The effects are ongoing, and it could take weeks to fully recover.

We need everyone to be alert:

• Check emails before you open them to ensure you recognise the sender

• Do not click on links within emails unless you are confident about the sender

• Do not open or download attachments unless you know what they are

• Report to ICT Service desk via ICT Service Desk ICTService.Desk@Candi.nhs.uk To help promote awareness and support staff with cyber security, we recommend that you watch the Phishing Email Training and Quiz.

GP opt out If you don’t want your identifiable patient data to be shared for purposes except for your own care, you can opt-out by registering a Type 1 Opt-out or a National Data Opt-out, or both. These opt-outs are different, and they are explained in more detail below. Your individual care will not be affected if you opt-out using either option. Further information can be found here: General Practice Data for Planning and Research (GPDPR) - NHS Digital Any thoughts or comments, please do get in touch by emailing me at Mahwish.Noor@Candi.nhs.uk

Roles that would benefit from doing the course

Course Name

Course content

Data Protections and Data Protection Impacts Assessments (DPIA)

If you have a new project involving personal data, a data protection impact assessment must be completed. A good course for Project managers who need to complete one of these to help document the IG risks associated with the project you are working on.

• Project Managers

We are all responsible for Freedom of Information Requests and the course will explain what you need to do if you receive a request as well as teach you about the different exemptions that can be applied.

• Anyone who has responded to FOI’s or may do in the future.

Cyber Security & Information Governance for IT Teams

This provides a good insight into cyber security and how IG needs to be included as part of any new technology. This is an interesting course even for those that do not work in IT.

• Project managers working on projects that include IT systems

Records Management and Data Quality

This course explains the importance of good record keeping and how data quality impacts the work carried out at the Trust.

• Staff in performance/data analysis related roles

Freedom of Information (FOI)

• Staff working on introducing new software, ways of working or data collection projects such as surveys.

• Staff working in risk and audit related roles • Staff looking to move into project manager or IG related roles.

• Staff looking to move IG related roles.

• Staff interested in IG/Cyber security/IT related roles.

• Staff that deal with records management such as administrators supporting clinicians.

• Staff that produce team performance reports.

Subject Access Requests (SAR)

This provides a good overview of what happens when we receive a Subject Access Request (SARs) request, the GDPR requirements associated with SAR’s and also includes the individual rights patients are entitled to with regards to their data.

• Staff that deal with SAR’s either coordinating these or reviewing the records such as completing redactions.

These courses are free and can be found on ESR, but you have to search for them as they are not part of your mandatory core competency requirements. If you feel that your staff would benefit form these courses being made mandatory, please speak to the training team.

If you have any problems accessing your ESR or any of the modules, please contact Training@candi.nhs.uk

Head of IT Service Delivery Introduction The Service Delivery Team’s key areas of work are IT Service Management, ordering hardware/software and associated invoice processing.

We work closely with the IT PMO, Infrastructure and Desktop Support Teams to deliver value to the organisation.

Service Delivery Update We are currently implementing new SLA’s (Service Level Agreement) which will show transparency to the Organisation on the delivery of incident resolutions and service requests.

Incidents: 6.0 Response and Resolution SLA’s 6.1 Incident – Assessment, Alerts (Comms) and Resolution (Fix) – SLA are applicable between 08.30am – 17.00pm Priority

Definition

Critical P1

High P2

Medium P3

Examples

Impacting All users in CANDI

• • •

Email Service is down for the whole organisation.

The network is down for the whole organisation Is causing an immediate financial impact £10,000+

Impacting a department / team in CANDI

•

Partial systems/functionality is down

•

Key functionality has been lost across a Team/ department such as printing.

A key department application is down such as a SQL database

Impacting 1 user / few users in CANDI

• •

Slow network speed at times Printing has been lost

• •

Screen brightness issue at times Font size too small /large

Complete system/functionality is down.

Minor systems / functionality is down Impacting 1 user in CANDI Inconvenience and annoying

Low P4

P1, P2 - Alerts (Comms) – Comms sent out to the organisation within 30 minutes Resolution/Fix – Combined assessment, alerts, and resolution/fix time within the timeframes defined in the table The Resolution/Fix SLA times represent the worst-case scenario

Service Requests:

Date: December 2020

Alerts (Comms)

Resolution/Fix

10 min

20 min

9Hrs.

10 min

20 min

24 Hrs.

1 Hrs.

n/a

47.5 Hrs. (5 Days)

1 Hrs.

n/a

95 (10 Days)

Note: No alerts (Comms) will be sent out for P3 and P4 SLA’s as these are related to single users and not a system wide issue.

Response and resolution times are business working hours • •

Assessment

•

Continuity Plan

•

IT On-Call

Assessment – Gathering information and contacting 3rd party suppliers

Ver 1.0

11

Author: Daljit Bhana

6.2 Service Request - Response and Resolution

Currently the resolution SLA time is 10-day SLA duration. Response and resolution times are business working

Total SLA Duration

10 Days

Definition

Examples

Applies to all C&I users.

An approved request for the order, supply, and installation of IT Hardware and Software, examples include the following:

Requesting for delivery of service/product and not repair of an IT fault. A fault would be logged as an Incident.

-

Laptops, Desktops, Monitors, Printers Mobile Phones, Desk Phones Software (Core Applications) Moving IT equipment

•

Access to a resource, for example access to folders or a mailbox.

A request for information, for example advise about a product or software.

Feedback, compliments, and complaints

• •

Resolution Times

95 Hrs.

10 Days.

Please Note: • Core Applications: Service Requests for software that is on the Core Application List and already packaged will be subject to the 10 Day working day SLA above.

• None Core Applications: Service Requests for software that is not on the Core Application list and therefore None-Core will be subject to a 20-working day SLA, the reason for this is to factor in the following: a) b) c) d) e)

Business Justification/IT Assessment of the software and approval Ordering the software / Purchase Packaging the software by our third-party provider.

Testing and uploading the software to our software central for centralised secure management.

Finally deploying the software to the laptop/desktop via the software Centre.

12

Trust Digital Services provided to the organisation have effective support in place that underpin the digital infrastructure and capability to ensure minimal downtime in the event of any disruption. Our goals are based on addressing the key issues that concern our staff and service users around Trust Digital’s response, resolution, and communication. This is by no means an exhaustive list, but it gives a high-level indication of the many areas Trust Digital are focusing on.

Situation

Resolution

The Key Trust issues are:

Addressing these Issues: • Create an effective internal structured service level agreement (SLA) between Trust Digital and the organisation and set realistic expectations that enables Trust Digital to manage those expectations.

•

Desire to increase the transparency of Trust’s Digital department with expected service support levels by having an agreed SLA agreement.

•

Improve structure, formalisation, or standardization in the way Digital Services are supported to reflect response and resolution times to any issues reported by end users within the organisation.

•

Users of Digital services experience frustrations with the current support as there is lack of clarity of expected timescales for response and resolution times.

•

End users have service level support expectations that at times are not be achievable by Trust digital department and lead to a misunderstanding that there is lack of Support and creates a perception that nothing is being done.

Our vision is to provide strong digital infrastructure and capability that supports the delivery of high quality, safe patient care. We Date: December 2020 aim to ensure that the Trust Digital Services provided to the Ver 1.0 Organisation have effective support in place that underpin the Digital Infrastructure and capability to ensure minimal downtime

•

Improving email notifications to end users that have logged issues with Trust Digital on the expected response and resolution times.

•

Create an SLA that clarifies expectations to reduce Trust Digital and organisation end user friction.

•

An SLA that will determine that impact and urgency of issues logged by each user with Trust Digital to ensure the appropriate service level approach.

•

Monthly, Quarterly, and annual Service review meetings to measure trends on achieved or breached SLA’s as part of continual service improvement and acting where improvements are needed.

in the event of any disruption. Our goals are based on addressing the key issues which concern our staff and service users 4 Author: Daljit Bhana around Trust Digital’s response, resolution, and communication.

This is by no means an exhaustive list, but it gives a high-level indication of the many areas Trust Digital are focusing on.

ServiceNow

Junior Doctors Rotation

ServiceNow is the Service Management tool for recording and managing IT incidents and service requests.

The IT Service Delivery Team have introduced significant improvements to support the Junior Doctor rotations process of provisioning laptops.

Extensive development work is being performed over the next few weeks to make major improvements in workflows to aid increased efficiency in the IT Department’s operations.

These will support the above-mentioned SLA initiative as well as providing more harmonic integration between the different IT Department teams’ combined activities.

Previously this was performed on an ad-hoc and just in time fashion but we have improved this process significantly so that laptops will be available in a timely manner. These improvements are also being applied to fulfilling the IT requirements for Students and International Nurses.

IT and Service Desk update from Paulette Brown The chart is depicting monthly calls that are coming into our Trust Digital Servicedesk in blue, and also the monthly calls being answered by our Trust Digital Servicedesk in red. The lines are depicting the Trust Digital Service Levels and answer rate in comparison with the industry.

March-21

April-21

May-21

June-21

Total calls Offered

3782

2495

2061

2347

Total calls Answered

3508

2201

1829

2226

Candi Answered Rate %

93%

88%

89%

95%

Candi Service Level in %

48.4%

31.7%

29.0%

50.6%

Industry Answered Rate

73%

88%

89%

88%

Industry Service Level

97%

97%

95%

97%

This chart is depicting the IT Incidents that have been opened per month on the left and the Incidents closed per month on the right on the Trust Digital Servicedesk – This will show a trend of the month to month challenges we face in our IT Operations particularly in March and April 2021.

TEAM NEWS

Informatics updates from Karthik Chinnasamy

The Trust Business Intelligence (BI) team that includes Informatics, Performance, Data Warehouse and Clinical Applications continues to work on several exciting new projects ensuring alignment between Trust’s strategic objectives and digital capability.

EMIS is a new Electronic Patient Record (EPR) system that is used by the new Trust Core teams and due to the introduction of several new key performance indicators, Informatics is working closely with Clinical and Operational teams to understand the system capabilities, working practices, etc to ensure that provisions are made to record the information required for statutory and mandatory local and national reporting.

HealtheIntent is a platform that will allow health and care professionals across North Central London to be more proactive in the care of patients and communities using the Information contained in Registries and Analytics. The

project is in the final phase of delivery pending clinical safety review which is currently being led by the Project Team and CCIO. As part of NHS Long Term Plan to address health inequalities, there is continued focus on recording ethnic information of service users. This is pivotal for production of various reports to understand the access to care provided for BAME groups. The BI team is working closely with Operational teams to improve data quality of protected characteristics and as part of this initiative, percentage of completion of ethnicity has improved from 75% to 87% in the last year on CareNotes.

A new Clinical Outcomes dashboard has been developed recently to show high-level overview of HONOS and DIALOG patient outcome scores which are measured by the questions on each form. Informatics team is liaising with the Clinical lead for Outcomes Dashboard and Quality Improvement team to embark upon a Quality Improvement (QI) project to help improve gaps in completion of the forms.

Welcome to the Infrastructure Team My name is Jamie Lee and I head up the Infrastructure team, who are responsible for maintaining and developing IT infrastructure at the Trust. The Infrastructure team support, what many refer to as the back-office function, the hidden bits of IT that many of you may not see and will know instantly the moment any part of it goes down. I am an experienced head of Infrastructure, manager of people and have worked with teams across organisations to modernise IT infrastructure in both private and public sector organisations for well over 20 years.

IT Infrastructure is the underpinning environment that supports The Trusts’ IT systems and clinical applications.

It includes the wired and Wi-Fi networks, servers and storage, internet connectivity and cloud systems, including

Microsoft Azure and Office 365 infrastructure. We also look after cybersecurity technology and work with Information Governance and other teams by advising and implementing security controls that protect our IT environment from cyber threats.

We are a small team, made up of 2nd / 3rd line engineers with specialisms in the aforementioned technologies.

Currently, we are a team of three permanent staff, and two contractors. We work hard to build and maintain resilient systems and are always looking at ways to further improve resilience, increase speed and deliver greater levels of reliability, which is essentially why we are here, ensuring that we increase the time clinicians have to dedicate to care.

Our current and recent projects include, updating the Trust’s network and connectivity, improving our internet connection and delivering better Wi-Fi across the Trusts’ many buildings and hospital sites. We are also instrumental in migrating from NHS Mail, delivering Surface hubs, Net presenter, Oxehealth, secure email, Windows Virtual Desktop BYOD solution and much more.

Introducing your CNIO Hi there, I am Dean Wyatt and I am our trust’s Chief Nursing Information Officer, I thought I’d start with a brief introduction and provide an update on the ePMA project for this first edition.

About me I’m a registered mental health nurse, I started my career in acute mental health inpatients and moved into informatics roles in 2014. I have an extensive background in IT training, systems implementation and transformation projects. Having a clinical background has always kept quality of care and safety at the forefront of digital projects I have been involved in. Previous work includes leading on training and change management for an ePMA implementation and providing training for clinical dashboards at Birmingham and Solihull, more recently setting up a clinically led clinical systems training team at West London.

I joined C&I in Jan 2019 as the Lead Nurse for ePMA and in November 2019 was also appointed to the Chief Nursing Information Officer role. I split my time between the ePMA and CNIO roles and, with Laurine Hanna (CCIO) and the C&I Clinical Safety Officer network have been extensively involved in establishing Clinical Risk Management for Health IT systems as part of our process around use of digital technology. More on this in the next edition!

ePMA project update –

Please complete the Learning Needs Analysis Survey

C&I have procured the Wellsky (formerly JAC) system for ePMA (Electronic Prescribing and Medicines Administration). The first phase is an inpatient pilot and rollout, moving to community areas following this. It is acknowledged that this type of implementation carries inherent risks to patient safety, the entire project team has been trained in Clinical Risk Management for IT systems and will applying a rigorous methodology in accordance with a national standard to assure risks are systematically identified and mitigated to an acceptable level.

The ePMA project has set up a steering group which comprises MDT representation from medical, nursing and pharmacy representatives who will be instrumental in decision-making and providing oversight to the project, ensuring that the implementation is managed in a safe, effective and efficient way as we transform our clinical practice around medicines management. If you would like to be involved in this, please reach out to

epma@candi.nhs.uk A key critical success factor in this implementation is providing high quality training for staff who will be using this system as part of their routine practice. We are keen to develop learning opportunities that meet the needs

of our colleagues. To enable this we are conducting a Learning Needs Analysis exercise and would ask if you could complete the following surveys as appropriate to your role, and also help spread the word – the more responses that we get, the better we can design learning to best support you and should only take 5-10 minutes of your time. The links to these surveys is below:

• Medical / Nursing (all grades) • Manager’s survey (additional questions for Ward Management / Consultants)

• Pharmacy

The ICT Service desk This team acts as a single point of contact between ICT services and staff.

This is where you can submit enquiries, log incidents, obtain help and request change.

To report an IT issue please use the contact details below, with your name and details of the issue/fault. Your request will be logged automatically, and you will receive an automated email which includes your reference number, which we recommend you keep a note of.

Telephone: 020 3317 7200 Email: ICTService.Desk@candi.nhs.uk

TRUST