The System Support and Instance Management Service provides a key service during the implementation and on-going maintenance of systems.
Among the types of applications supported by Informatics Merseyside are business systems, Patient Administration Systems (PAS), Electronic Document Management Systems (EDMS), various proprietary HL7 messaging systems. The service also provides support for clinical systems, namely EMIS Web, Cyberren, and non-clinical bespoke systems which have been developed in-house by Informatics Merseyside to meet specific organisational requirements.
During the implementation phase of a project, the service is responsible for the set-up and configuration of systems to best support business processes. Working in conjunction with the system suppliers, the team will define the standards for system use; ensuring systems meet local reporting requirements and adherence to Information Standards Notices (ISNs).
As part of 'business as usual' support, the service manages user incidents in accordance to Informatics Merseyside's ITIL (Information Technology Infrastructure Library) standards. Changes, enhancements and developments to systems will also be made in line with ITIL policy.
The service also manages the testing, evaluation and deployment of application changes including new releases, updates and fixes. In addition to liaising with suppliers of clinical and non-clinical information systems regarding contract management, fault resolution and developments.
Local and national user groups are attended for systems within Informatics Merseyside's remit and the service also inputs into future system designs and developments to ensure maximum benefits can be realised for partner organisations across the Merseyside Health Economy.
As well as system support, the service offers Instance Management, which leads the management and coordination of critical systems in use across a number of Trusts with particular reference to data quality, testing and coordinating upgrades, incident management and interoperability. The Instance Manager is also responsible for other National Programme for IT (NPfIT) delivered systems across Cheshire and Merseyside, including: iPM in Community Provider Services, PACS at Secondary and Tertiary Trusts, ORMIS theatre system, HSW Child Health and TPP SystemOne.
The Instance Manager looks after the business as usual and major incident management for these instances, acting as the point of contact between CSC, NHS North of England, Connecting for Health and partner organisation Trusts.
For more information about the System Support and Instance Management Service, please get in touch.