Expert User Training day 2008. Housekeeping Fire Alarms Lunch Mobile Phones Questions.
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Transcript of Expert User Training day 2008. Housekeeping Fire Alarms Lunch Mobile Phones Questions.
Topics
Role of Expert Users
Incident Reporting
Common Problems/FAQ’s
User Acceptance Testing
User Training
Expert Users
DRS End-to-End Risk review“expert users are an essential component to
the long term efficiency and sustainability of the DRS system”
Expert Users
First Line Support:
Providing local access to advice
Communication to system users within HB
Local triage of all problems:
Local IT
Local Expert Users
Logging of problems with ATOS Helpdesk
Expert Users
Training & Testing:
New Releases & Hotfix Releases:
Participation in User Acceptance Testing
Participation in training
Onward cascade of training
Alerts:
Onward communication
Local Advice and Guidance
Data Quality:Investigating data quality issues and if necessary
reporting/raising change requests e.g• Permanent suspensions problem• Use of reconciliation reports• Post Codes
Expert Users
Expert Users
Regular checks you can perform on the software:• Check all task lists for ‘In work’ tasks. If these tasks are
not date stamped with the current day, check with the user they have been assigned to and find out what is happening.
• Run the ‘Non-Synchronised Images’ export at least once every two weeks. See the ‘DRS Running & Understanding the Non-Synchronised Images Report v1 0’ document for further information
• Ensure that all mobile clients a regularly updated with a MobileUpdate. Do not only use AddPeriod
Incidents and reporting
Incident occurs – possible fault in Soarian or SCI-DC
Local IT problem?
Local IT resolution
Password, data quality or user?
Expert User resolution
SCI-DC fault?
Soarian fault
SCI-DC resolution
Siemens resolution
Interface fault?
Problem Triage
We recommend
Initial triage by local IT support
Expert User involved once it is clear it isn’t an IT problem
Calls logged with ATOS help desk by Expert Users only – after 31/12/2008
Call Logging
• Log the call with the right people!• Provide as much evidence as possible
(screen shots, user details, message-ids, content of error messages, number of users affected) – be careful about sending patient details
• Assign a priority level and describe the impact to the service
Call Logging
Priority levels:
1 – critical impact, no workaround
2 – critical impact, there is a workaround
3 – high nuisance, minimal impact to service
4 – not seriously affecting service activities
Common Problems
Problem: User can’t logon
Possible causes: Incorrect Username or Password
Account is locked
Application can’t authenticate the user
Common Problems
Problem: Application performance
Possible causes: Local IT network
NHS National N3 network
ATOS network
Application server (managed by ATOS)
Action: Are users on same site experiencing the same problems?
What about other sites?
Get local IT involved
GP System
Local Gateway
Consortia server
Scotland server
Soarian
CHIO/P SCI-DC Clinical
The Interfacexml
SCI-DC Network
Health Board SCI-DC
Siemens
Common Problems
Patient in SCI-DC not in Soarian
Screening data in SCI-DC not same as in Soarian
Patient with diagnosis not in SCI-DC or Soarian
A number of patients in same practice are all permanently suspended
Patients without diabetes appearing in Soarian with a diagnosis of diabetes
Common Problems
Problem: Patient in SCI-DC not in Soarian
Possible causes: Timing – delays in sending/receiving messages
SCI-DC hasn’t sent a message
Action: check patient history in Soarian and SCI-DC
call SCI-DC help desk to ask for message id
Common Problems
Problem: Screening data in SCI-DC not same as in Soarian
Possible causes: Timing – delays in sending/receiving messages
Soarian hasn’t sent a message
Action: check patient history in Soarian and SCI-DC
obtain message id from Soarian patient history and call SCI-DC to ask for confirmation it has been received
Common Problems
Problem: Patient with correct diagnosis in GP system but not in SCI-DC or Soarian
Possible causes: Extraction from GP practice has stopped working
Local Gateway server fault
Action: Contact local IT to investigate and fix
Common Problems
Problem: A number of patients in same practice are all permanently suspended
Possible causes: Problem in the running of the GP extract
Action: Contact local IT to investigate and fix
Common Problems
Problem: Patients without diabetes appearing in Soarian with a diagnosis of diabetes
Possible causes: 1.Test patient entered into a GP Practice system with a real CHI number
2. Patient was diagnosed with diabetes in the past
Action: 1. Request GP to amend test patient. Correct the diagnosis in SCI-DC and permanently suspend in Soarian.
2. Confirm correct diagnosis in SCI-DC & suspend
XML MessagesInbound messages from SCi-DC
Date/Time message was received, Message Category, Message Action, Message Details.
Inbound messages have a large number of preceding zero’s (0).
Three types of messages are sent to Soarian
(1) ChiNumberUpdate and (2) PatientDemographicsUpdate and (3)
GPPracticeUpdate. PatientDemographicsUpdate messages may also include the setting or resetting of a patient suspension.
XML MessagesSuspension messages
Temporary suspension message
Permanent suspension message
Always 2 entries on same date/time, one for message, one for suspension
XML MessagesOutbound messages from Soarian
Note NO preceding zeroes
Four types of messages are sent by Soarian (1) PatientDemographicsUpdate (2) PatientStatusMessage
(3) FinalGradingResult and (4) OphthalmologyResult.
PatientDemographicsUpdate messages may also include the setting or resetting of a patient suspension.
FAQ’s – viewing images
Medical Record Tab stores various information regarding previous examinations:
• Result Letters (patient, care provider, referral)
• Images
• Examination Outcome
FAQ’s – slot duration
Changing time slot duration:
Must create a new location and assign the new schedule template
If you create a new location for an existing clinic. Close all outstanding slots and make sure mailing lists point to new location
FAQ’s – User Access Rights
Always copy an existing user/template
Use the Manual (pg 228 – 237) or on-line help and use the recommendation tables
FAQ’s – Mailing Lists
Four types:• Invitation without Prebooking – this will send a letter to patients
asking them to contact a location to arrange an appointment
• Invitation with Prebooking – this will assign appointments to patients and notify them in the letters
• Cancel without Prebooking – this will cancel all appointments for a user definable number of days and ask patients to contact a location to rearrange an appointment
• Cancel with Prebooking – this will move all appointments for a user definable number of days in either the same location or to another location.
User Acceptance Testing
Planned start 7th Jan with training day– Details of the changes– Testing and reporting procedures– First tests
First round complete by 30th January
Sign-off by 20th Feb ???
User Acceptance Testing
On 7th Jan Testers will be:– Assigned a user name– Given a script– Schedule for performing that test
Testing to be done from normal work place
Connectivity tests to UAT environment in the next month (I hope!!!)
Changes - overview
Messages between SCI-DC and Soarian
Information display in SCI-DC
Functional changes in Soarian
Messages
Re-defined rules
SCI-DC Activity Status
Slit Lamp Examination Data
For more infohttp://www.ndrs.scot.nhs.uk/IT/index.htm
SCI-DC
New Screen Layouts
On-screen colour coding:
Yellow change sent to Soarian
Green change is confirmed by Soarian
Red change waiting confirmation > 7 days
SCI-DC System Main Menu
DRS
Current Screening Patients
Suspended Patients
Patients waitingConfirmation of
Unsuspension
Edit Edit Edit
Soarian
Non-Attendance processing
New Key Performance Indicator Reports
Updated to reflect the current grading scheme
Technical Failures from S/Lamp refer to Ophthalmology
New Patient Search functions
New patient data fields
Soarian
Ophthalmology examinations
- feature selections not mandatory
- maculopathy grade not automatically calc’d
- recommendation is mandatory
- patient requires laser treatment or has been treated (mandatory)
- follow-up failsafe
Soarian
Grading
feature selection when image not gradeable
non-DR features will require a recommendation from L3:
no referral necessary
recommend referral
already referred
Summary
Improved integrity
Display of data
Key Performance Indicators
Up-to-date with current policies and grading scheme