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.
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**:
*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.
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.
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’