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.
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.
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’