Health Systems Support Ltd

EPR/EHR System Go Live Support Management

Controlled transition for critical system launch. Leveraging our innovative Go Live Support Tool, we provide localisation of extensive floorwalking teams and real time tracking and allocation of support . With effective use of the Trust's existing superuser teams, real time reporting dashboard with efficient allocation and resolution of Support requests

Features

• Cloud based Support Tool for connecting end-users directly to
• Rapid deployment and localisation of large-scale floorwalking teams
• Strategic integration of the Trust's existing superuser teams
• Real-time reporting capabilities, and the expertise to pivot support accordingly
• Proven efficiency in floorwalker utilisation, maximising on-the-ground support
• Extensive experience with diverse go-live scenarios, from small to large-scale
• Customisable support plans tailored to each Trust's needs and constraints
• HSS Management team's vast go-live strategy and execution experience
• Allscripts, Cerner, EMiS, Epic, Lorenzo, Meditech, RiO, Trakcare, TPP SystmOne
• Exclusive service support Application providing data led step down

Benefits

• Ensured operational continuity and minimised disruption during go-live
• Rapid adaptation and issue resolution through allocation, tracking and reporting
• Enhanced user confidence and system adoption with targeted support
• Strategic use of Trust's resources, optimising superuser team involvement
• Comprehensive coverage and support, regardless of go-live scale or complexity
• Tailored support strategies, ensuring alignment with Trust's goals and timelines
• Direct and efficient communication channels for real-time support and feedback
• Demonstrated value for money with clear, auditable outcomes and benefits
• Strong foundation for post-go-live support and continuous improvement initiatives
• Dashboards for Gold team assurance and service targeting

£400 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

282063881752034

Contact

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

Planning

• Planning service: Yes
• How the planning service works: Our go-live planning is proven and is a critical phase in the implementation of a new EPR/EHR system. ; Our leadership team have planned and supported over 50 go live support projects. Our floorwalkers are trained and experienced in Allscripts, Cerner, Epic, Meditech, Nervecentre, RiO, Sunrise, SystemC & SystmOne. They are then ‘localised’ to your workflows and build choices.; The planning phase of all Health Systems Supports projects are based on include the following phases as relevant: ; • Discovery phase ; • Dependencies; • Acceptance criteria ; • Development of project brief or PID ; • Detailed resource plan (with interrogation of any vendor & Partner assumptions and project team training needs) ; • Establishment of Project controls ; • Checkpoints and milestone based review schedule; Our unique cloud based go live solution maps a Trust through resources, technology deployment, training outcomes and operational support can all be deployed to support this package of work. We build in your Super user/ Champion user availability and intelligently bridge the gap. Our data informed plan ensures safe support without additional layers of cost. ; We have a suite of standard templates, schedules and in depth knowledge of complex ‘pinch points’ which help to derisk your cutover and go live.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Health Systems Support designs, develops and delivers go live training expertise that bridges the gap between product design and end user acceptance. Our training is designed to ensure that your processes and Future state workflows are fully understood by our floorwalkers and your Super Users or other external support. ; We evaluate not just our teams understanding of Allscripts, Cerner, Epic, Meditech, Nervecentre, RiO, Sunrise, SystemC or SystmOne but also their understanding and ability to communicate your Future state workflows, processes and ideally individual area SOPs. We share with you this collateral and the training outcomes- and ideally would adopt the same approach with your Super Users/ Champion Users/ Trust to Trust support or Vendor supplied support. ; This ensures that your staff are not shown inappropriate workflows or workarounds.; We have options, templates, communication plans and assessments all ready to customise.
• 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 implement the PID, KPIs and agree outcomes. We will then provide the appropriate team from our proven EPR/ EHR delivery team. These services will provide a sustainable solution to meet the organisations on going needs positively impacting clinical outcomes without adding unnecessary costs. We can support your service desk redesign or provide an interim request system.
• 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 go live workstream for a deployment. This includes but is not limited to; Cut over SRO, Cut over manager, Go Live support Manager, Operational readiness owner support, Floorwalkers, Super User specific training content developers, board level engagement .

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 can play a crucial role in supporting the organisations and its businesses to manage and recover from the impacts of COVID-19. These include; • Support platforms to enable remote consultations, training and monitoring of results. • Remote work capabilities is 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 minimising the risk of virus spread among employees. 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. • 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 optimise outcomes. • 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 are designed to foster a diverse and inclusive workplace culture, including recruitment practices, training programmes and development opportunities. Our pay and employment policies are solely based on skills, experience and areas of responsibility. We have a 360 review process that encourage transparent discussion and afford open communication. We have established policies for equal opportunity and anti-slavery publicly available on our website. Our employee training programme and company policies encourage not just adherence to, but participation and full adoption of these policies. We expect these core values to be reflected in all of our projects.

  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: £400 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.