Princess Alexandra Hospital NHS Trust
Order Comms Analyst
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Job Overview
The post holder is responsible for the maintenance of the relevant applications within PAH.
A key component of the Princess Alexandra Hospital’s application estate is the Electronic Health Record (EHR). The post-holder will ensure that the functionality reflects the operational working of the Trust and local Health Economy in recording patient activity and providing a means of communication with patients. They will manage the production of information used to support commissioning activity as well as statutory information requirements and at all times ensure the integrity, security and accuracy of the data recorded.
The EHR system comprises of the main Patient Administration System modules, Emergency Department, Maternity, Admissions, Discharges and Transfers, Outpatient Referral and Management, Bed Management and the Electronic Discharge Summary. The Application Support team are responsible for support and assisting in developing this system.
The system must be maintained and made available to trained users to record patient activity in a timely and accurate manner. Correct recording of data onto these systems is fundamental for Information Governance, Patient Safety, Operational Management and Commissioning. Many of the Trust’s Performance Indicators are also dependant on the quality and completeness of the data provided from the EHR for various external NHS bodies.
The Application Support team will support additional Trust systems such as Electronic Observations, Summary Records / Portal View and numerous other systems. The postholder will be expected to provide management, support and development of such systems in a similar fashion to the EHR system.
There is a requirement for this role to operate as part of an on-call rota as and when required additionally there will be the requirement for flexible working to ensure there is appropriate cover for the supported hours.
Main duties of the job
- To build and test new diagnostic orders when requested / approved on the ICT system.
- Retain an in-depth knowledge of the Trust applications which are supported by the Application Support team.
- Adopt and adhere to IT Service Management (ITSM) e.g. ITIL based practices specifically in the areas of incident, problem, release and change management.
- Manage the day to day duties entailing System Management, System Security and Access Control.
- Review the ITSM application support queue (IT service desk call logging system) and complete.
- Participate in the Change and Problem Management processes.
- Participate in the monitoring and ensuring data quality is in line with the Trust data quality policy.
- Participate in second and third line support of the EHR in conjunction with the IT service desk.
- Assist the Application Support Manager and Senior Application Support Analyst in the development of Trust Policies, Processes and Systems.
- Have a working knowledge of all other systems within the Trust.
- Assist the IT Training team in training end users in relevant applications.
Systems Management
- To build and test new diagnostic orders when requested / approved on the ICT system.
- Assisting in the maintenance of security of the EHR live environment in accordance with the NHS IM&T Security Manual, the Trust’s Security/Confidentiality Policy including locally defined polices and/or procedures.
- Manage access control for users.
- Initiate and monitor system audit trail events.
- Participate in release management.
- Assisting in the testing and quality assurance of new system software, upgrades and patch release software for EHR and other systems.
- Liaise with the Trust IT service desk in the provision of second and third line application support.
- Maintain the order comms systems test and training environments.
- Work with the Application Support Team to control the application support queue in the ITSM.
- Ensure that the correct call details are managed and maintained in the ITSM.
- Ensure that calls are responded to agreed Service Level Agreements.
- Work with the parameters of ITSM with regards to incident, problem and change management.
- Ensure that all changes proposed to the order comms systems are thoroughly tested before application and that any fixes are managed through robust change management processes.
- Ensure that all roles adhere to Role Based Access Control (RBAC) standards adopted by the Trust.
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Incident & Problem Management
- Be responsible for working through the Application Support ITSM queue ensuring that incidents are prioritised accurately, delegated appropriately and resolutions applied within SLA.
- Be an expert in the resolution of application related incidents.
- To work with local clinical, non-clinical and third party suppliers in the resolution of such incidents.
- To be able to prioritise numerous incidents of varying severity and effectively manage the resolution of all incidents within the agreed service levels.
- To provide expert software configuration management for PAH applications.
- To ensure the production of procedures, planning, reporting, change control documents, audit documents and version control.
- To be pro-active in being able to decipher when a problem has occurred and ensure that it is managed under the problem management process.
- To work with the Service Management Specialist in ensuring that workarounds are implemented to the agreed standards and respective problems monitored until resolution under SLA.
Change Control
- Actively participate in CAB meetings.
- Assist in providing Training to system users at all levels:
- Assist the Trust IT Training team to deliver application training across all staff groups both internal and external to the Trust when required for major project initiatives.
- Ensure that relevant administrative functions are adhered to when training and respective systems are kept up to date to reflect end user learning.
- Explore alternative methods of training delivery with the IT training team.
- Assist the training team in the creation and maintenance of user guides for new developments and system management guides within the application team.
Monitoring And Ensuring Data Quality
- Work closely with the Information department to ensure that data quality standards are adhered to and where relevant, requested reports are produced in a timely fashion.
- Assist the Application Support Manager and Senior Application Analyst in maintaining the core database master files used in EHR.
- Manage assigned EHR data quality reviews on a regular and ad hoc basis, in particular waiting list validation, liaising with Departmental/Directorate Managers, Patients and GPs.
- Manage the regular update and validation of patient NHS numbers in collaboration with the DBS Tracing Service (on-line and in batch format).
- Assist the Application Support Manager in providing support and advice to the Information Department.
- Liaise with Department/Directorate Managers on improving the use of EHR or other systems.
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Participation In Processes And Systems
- Assist the Application Support Manager in liaison with Department/Directorate Managers in the best use of EHR for the maximum advantage of the Trust.
- Assist in the support and implementation of other Systems interfacing with the order comms systems.
- Work closely with the Benefits Realisation and Project Manager to ensure that changes required to deliver key Trust benefits are supported within the application and are subject to the rigorous processes adopted for configuration management and code drops.
General
- Develop and maintain good working relationships with all system users, Department and Directorate Managers, Managers and all third party users, ensuring the aims and interest of the Trust are communicated, monitored and actioned effectively.
- The role requires the post holder to operate in a SLA environment which at times can lead to pressure and considerable expectations; this will therefore require the ability to undertake analysis, assessment and effective judgement in order to ensure that the most effective path is undertaken to rectify a reported issue or several issues.
- Know when to escalate to senior management for information purposes, ratification or decision-making.
- Provide 1st class customer service to meet our aims of being within the top 10% of Trusts in England.
- There is a requirement for flexible working to ensure cover is maintained throughout the times set by the Trust for on premises support within the Service Level Agreement.
- The listed tasks and duties are not exhaustive and the post holder could be required to carry out reasonable management requests as and when required.
COMMUNICATIONS & RELATIONSHIPS
- To establish and maintain good working relationships with the Trust’s application user community, local and remote.
- To establish and maintain good working relationships with third party support companies.
- To ensure that good communication channels are maintained between yourself and in particular the EHR user community.
MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
- Supporting 3000-3500 users on the PAH EHR system.
- Balancing and managing prioritisation of incidents and problems which may oppose the opinions of end users.
- Understanding and diplomacy are required to ensure that good working relationships are maintained with application end-users.
- Establishing excellent customer service skills to ensure good working relationships.
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