Critical On-Call Support Provision



Password Resets

CITS only reset passwords between 0800 and 2200.

Please note that CITS Service Desk are able to reset network, email and critical clinical system passwords between 0800 and 2200, 7 days a week.


Outside these hours access is available only through Emergency Accounts, which are kept in envelopes within each critical area – please follow this link for information relating to where the emergency envelopes for each system are kept: ‘Clinical Systems – Emergency Account Access Protocols’.  This information is available through our Service Desk portal 24/7 and if you call the Service Desk number between 2200 and 0800 you will also hear a reminder message.


Please do not phone Switchboard to call out the on-call engineer for a password reset, as the on-call service is for critical system and infrastructure outages only.


List of critical services supported 24/7

All systems named below have the full range of on-call cover* in the event of a major system outage, performance issue rendering the application unusable or issue preventing normal services operating – which affect immediate inpatient care**:

  • Patient Administration System (Core/Swiftplus) – and interfaces with other systems
  • Electronic Observations system (NerveCentre)
  • Electronic Patient Record systems (Maxims) – and interfaces with other systems
  • Critical Care system (ICIP)
  • Maternity system (E3)
  • Pharmacy systems (JAC)
  • Pathology systems (Winpath) – and interfaces with other systems
  • Emergency Department system (Oceano)
  • Radiology systems (PACS/CRIS) – and interfaces with other systems
  • Theatre system (Galaxy/Bluespier)
  • Renal system (VitalData)

*Full on-call cover includes triage by clinical applications support, investigation by server, interfacing and network infrastructure staff and management of major incidents by an escalation manager.
**Some issues may be unable to be resolved locally; resolution may therefore be dependent on an out of hours contract being in place with the system supplier.

Underpinning Infrastructure Supported 24/7

  • Servers hosting any critical patient based applications or patient supporting processes
  • Voice or data networks to any site providing 24 by 7 patient care services or processes
  • Any messaging or data flow processes critical to patient care or transfer of care processes
  • Serious system wide security incidents (eg service affecting cyber attack)

Whilst the above list is intended to provide a degree of clarity of what is and is not supported out of hours, it is not exhaustive and will change as new applications and infrastructure are introduced supporting 24 by 7 (inpatient) care processes. On-call teams will be expected to use judgement and assess if the presenting problem is directly affecting patient care and if so, to provide support. If in doubt the on-call Escalation Manager should be called for advice.

List of critical functions supported daily between 0800 and 2200

PAS/Swiftplus:

  • Patient admitted in PAS but not appearing in Swiftplus
  • Account resets for existing accounts

NerveCentre:

  • New patient not appearing in Nervecentre
  • Shared care patients not appearing on a consultant list in Nervecentre
  • Account resets for existing accounts

Maxims

  • New patient not appearing in Maxims
  • Account resets for existing accounts

ICIP CareVue

  • New patient not appearing in CareVue
  • Account resets for existing accounts

E3

  • Account resets for existing accounts

JAC

  • New patient not appearing in JAC
  • Activating JAC icon contingency
  • Account resets for existing accounts

Winpath

  • Account resets for existing accounts during contingency event

Oceano

  • New patient not appearing in Oceano
  • Account resets for existing accounts

CRIS

  • Orders not appearing in CRIS
  • Delay in order arriving (over 15 minutes)
  • Account resets for existing accounts

Galaxy/Bluespier

  • Theatre whiteboards
  • Account resets for existing accounts

Where accounts are not set up for a member of staff, provision is made for access to critical systems via the Emergency Account stock kept within a number of hospital departments.  Please see the self service portal article ‘Clinical Systems – Emergency Account Access Protocols’



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