Health Systems Support Ltd

EPR/EHR System Go Live Planning, Cut Over and Floorwalker Support

We have proven teams and methodology to support your EHR /EPR system Go Live. Uniquely experienced in supporting all systems, with a lead thats designed the go live programme for 50 Trusts. Offering planning, analysis and design of go live support services from 'desk walkers’ to at the elbow support.

Features

• Transparent engagement with clear deliverables and measurable outputs
• Proven methodology and referenceable experience across the NHS
• Detailed understanding and experience of NHS Health systems (EPR)
• Allscripts, Cerner, EMiS, Epic, Lorenzo, Meditech, RiO, Trakcare, TPP SystmOne
• Trust readiness including, Cut Over planning, Support design and delivery
• Cloud based Locations and support tracking applications
• Specialist system floorwalkers with clinical and RTT expert backgrounds
• All floorwalkers trained and assessed on local processes
• Realtime Support request management over early live
• Partnership approach and shared objectives for successful EHR/ EPR implementations

Benefits

• Critical path approach with effective management and mitigation of risk
• Go Live planning manager assigned to deliver milestone based deliverables
• Experience enables informed planning, decision making & successful go live
• Flexible, scalable, tailored delivery options that match Trusts budgets
• Focus on end user engagement, acceptance, adoption and clinical outcomes
• Partnership approach, shared goals and objectives based on expert experience
• Clinical floorwalkers- that translate ‘system speak’ with clinical relevance
• Transparent, benefits led partnership approach to go live outcomes
• Value for money, clearly auditable delivery objectives
• Structured knowledge and skills transfer enabling Trust to self support

£250 to £1,800 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at victoria.wheeler@healthsystemssupport.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

260025881940459

Contact

Victoria Wheeler
07900927699
victoria.wheeler@healthsystemssupport.co.uk

Planning

• Planning service: Yes
• How the planning service works: Our cutover planning is proven and is a critical phase in the implementation of a new EPR system. At a high-level description of the plan:; 1. Understanding the Data Migration: the steps to deliver that cut over which often define Go No Go (GONG) points in the cut over. Tasks and timings confirmed through rehearsals. ; 2. Testing and rehearsal: applied to real world use. The more rehearsal you can do the better but plan for 3 as minimum .; 3. Technical Readiness: This step ensures that the infrastructure is prepared to support the new EPR.; 4. Operational Readiness: which includes planning for clinic freezes and ensuring the hospital can still function during the cutover period. The planning will work out the need and the possible. C-suite engagement is key as well as on the shop floor which your cutover manager coordinates tracks and makes sure happens. ; 5. Ownership Readiness: Ensuring that the staff is prepared and trained to use the new system effectively involving comms events, supper users and champions..; The plan will include key personnel to discuss and plan the activities during the cutover period, making backups, and ensuring all necessary preparations are in place for a successful transition.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Health Systems Support designs, develops and delivers training expertise that bridges the gap between product design and end user acceptance. Our training is designed to minimise your staffs time away from usual duties without impacting the users ability to use a new system effectively. The training design reflects your FSWs and is role based, following each roles patient pathway and workflow. Our Allscripts, Cerner, Epic, Meditech, Nervecentre, RiO, SystemC & SystmOne specialists, provide invaluable expertise at every stage. HSS's expertise ensures that any risks mitigated by training are captured. The training delivery is based on a detailed TNA (running your ESR data through our in house Application ‘Verify’) which captures IT literacy, details needed for Users and Security and preferred learning pathways. This informs the schedule and provides a detailed resource plan of both trainers and rooms. We partner with you and work with your in house team to cover either the gaps in your inhouse team or provide full workstream delivery. We have options, templates and PDP’s all ready to customise. Our delivery is based on over 15 years experience and lessons learned.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Based on the reports from both your in built system usage reports and/ or the discovery phase of the project we will agree a PID which identifies the KPIs and the agreed outcomes. We will then provide the appropriate team from our proven EPR/ EHR delivery team specialists. The services provided will provide a sustainable solution to meet the organisations on going needs, positively impacting clinical outcomes without adding unnecessary costs.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our Quality Assurance is underpinned by our internal processes which are externally verified through our ISO standards. Our Allscripts, Cerner, Epic, Meditech, Nervecentre, RiO, SystemC & SystmOne specialists, provide invaluable expertise at every stage of the process with ISO9001 as our cornerstone ensuring our quality processes. This would apply to key milestones which would have criteria to assess the readiness using;; Processes; The confidence that the future state process can be completed by patient journey.; Use of Business Continuity Process (BCP) for cutover; Detailed staffing plan for Day 0, the Go live, to Day 10, end of Early Life support;; Staff numbers to correct any mis alignment in data migration by task and location.; Staff numbers to needed to catch up from the down time forms and missing data migration data.; Operational staffing anticipated pressure points identified by which may require more staff to support users in system adoption.; Identification of user champions by location to help the Super Users; Training target of 80% of all staff; Data; The data is migrated and available in the system. ; Support; Operational structure for the Cut Over through Go Live and during Early Life Support

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: We work with you to build a plan ensuring your initial plan is not just focused on the go-live but on the safe return to BAU. We optimise your deployment from pre live, through Revive and into the Thrive and return to BAU stages. HSS’s consultancy services align to your strategy and the aspirational benefits in your Business Case. During the discovery phase, HSS’s specialists work alongside your teams to assess how the deployment has gone and identify areas that can be optimised. We then develop a milestone and KPI based plan of action. We can either deliver the plan through mentoring, work package delivery and/or specialist support. Our EPR/EHR support is based on extensive lessons learned and the experience of our team of delivering your Allscripts, Cerner, Epic, Meditech, Nervecentre, RiO, SystemC & SystmOne ongoing support, tailored to your specific needs. HSS’s specialists work with the Trusts’ operational and digital service teams, translating the needs of one to the other to ensure a cohesive outcome based plan and mutual understanding. Our team for ongoing support includes clinicians and those with extensive patient workflow optimisation experience. However we never forget that this is your project, our services are tailored accordingly.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: It depends on the KPI's agreed at the PID stage. Our service can be 24/7
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Health systems support are able to provide all the services required to support a training delivery workstream for a deployment. This includes but is not limited to; Training Project Manager, Training delivery manager, Operational readiness owner support, trainers, content developers.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: 31/01/2022
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  HSS has realigned many of its' services to be delivered as a hybrid working model which has assisted with additional environmental benefits in the performance of the service including working towards net zero greenhouse gas emissions. Health Systems Support Ltd is committed to achieving Net Zero emissions by 2025. Although we utilise digital technology for meetings, our hybrid model is flexible to meet the needs of our clients and our policies reflect the most carbon neutral method of attending site. We have a ‘no printing’ policy for all of our documents and our staff are trained and supported through this adoption. Our car policy is all electric. We are committed to integrating the five social value themes within the UK Government’s Social Value Model into engagements

  Covid-19 recovery

  Providing services and can play a crucial role in supporting the organisations and its businesses to manage and recover from the impacts of COVID-19 including:; 1. Tele Solutions: Implementing or enhancing tele training and support platforms to enable remote consultations, training and monitoring of results. ; 2. Remote Work Enablement: Facilitating remote work capabilities has been a core part of HSS organisation strategy and delivery for staff through secure virtual private networks (VPNs), cloud-based collaboration tools, and robust cybersecurity measures. This ensures essential HSS services and operations can continue while minimizing the risk of virus spread among employees. This is Also applied to our clients using a range of tele solutions cloud based platforms allow us to deliver services remotely.; 3. Virtual Training and Education: Developing virtual training programs and educational materials for healthcare professionals to stay updated on COVID-19 protocols, treatment guidelines, and best practices. This ensures staff members are well-equipped to deliver quality care amidst evolving circumstances.; 4. Remote Monitoring and IoT Solutions: Deploying remote monitoring devices and Internet of Things (IoT) solutions to track patient vital signs, medication adherence, and disease progression from a distance. This allows healthcare providers to intervene early and prevent complications, particularly for patients recovering from COVID-19 at home.; 5. Continuous Improvement and Adaptation: Regularly assessing the effectiveness of implemented measures through feedback mechanisms, performance metrics, and stakeholder consultations. This ensures that solutions remain aligned with evolving needs and challenges, with adjustments made as necessary to optimize outcomes.; 6. Scalability and Flexibility: Designing solutions with scalability and flexibility in mind to accommodate changing requirements and fluctuating demand levels. This includes modular architectures, cloud-native platforms, and agile development methodologies to rapidly deploy, iterate, and scale innovative ways of working as needed

  Tackling economic inequality

  HSS is experienced in creating employment opportunities particularly for those who face barriers to employment and/or who are in deprived areas. We have also been involved in creating employment and training opportunities, particularly for people in healthcare sectors with known skills shortages. Additionally supporting educational attainment relevant to the service, including training schemes that address skills gaps and result in recognised qualifications. Our internal training can support Trusts to develop their ability to offer opportunities to applicants that would otherwise be excluded from these opportunities and/or enhancing career progression. We are always improving our methodologies and our quality of delivery, as an ISO9001-certified organisation, we are recognised for the quality and continuous improvement of our operational processes. Our digital solutions are built ‘from the ground up’ to support and reinforce our processes. We are committed to integrating the five social value themes within the UK Government’s Social Value Model into engagements

  Equal opportunity

  HSS policies and practices to foster a diverse and inclusive workplace culture, including recruitment practices, training programs, and employee resource groups are well developed and all staff are assessed for their fit to both the role and the cultural expectations needed in our workplace and customers. We regularly review and update the strategy in consultation with relevant stakeholders and staff to ensure alignment with best practices and evolving needs.

  Wellbeing

  We have an internal, named champion, who leads on our initiatives to promote health and wellbeing among our teams. We extend this initiative to the wider community engaged in our delivery projects. We acknowledge that when the teams are working away from homes that this can add to the pressure of project deadlines and we have regular ‘touch points’ with our teams with early intervention and support to protect mental health and foster an open and inclusive team working environment. If necessary we signpost additional support available. We are committed to integrating the five social value themes within the UK Government’s Social Value Model into engagements

Pricing

• Price: £250 to £1,800 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at victoria.wheeler@healthsystemssupport.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.