Corporate Services

Procurement

The LHIS Procurement Team can assist your organisation in finding and purchasing the right IM&T products and services, which are within your budget and to the standard or specification required. Whether you know what you are looking for, or you need advice on the correct product to meet your needs, we are here to help.

The team have proven, effective business processes in place to manage and process IT equipment purchase orders, sales orders and invoices with appropriate order tracking systems. We ensure that all goods and services are supplied in accordance with contracts, budgets, internal authorisation limits and work flow, government frameworks and Standing Financial Instructions (SFIs).

Service Level
Agreements (SLA)

Service Level Agreements (SLA) outline the service you can expect to receive across a range of services being provided aside to a contractual and/or legal framework. LHIS have many years of experience in developing tailored SLAs, which describes the key services we will provide, the standards in which we operate, the expected roles and responsibilities of both the customer and the supplier and the standards of quality we have agreed with you around service delivery and performance.

The SLA is developed in partnership with our client and it therefore allows for a common understanding and expectations of the relationship we have entered into in an open, transparent and trustworthy manner.

Client Relationship
Managers

Our Client Relationship Managers within the Business Relationship Management team (BRM) maintain and develop positive and robust relationships with our customers, usually developing over time, into more of a strategic partnership with our client base. The main remit of the CRMs is to foster the relationship between the Leicestershire Health Informatics Service (LHIS) and its existing customer base, ensuring that the products and services we provide, along with the associated performance is efficient, continues to remain effective and meeting the needs of the client organisation.

As the needs of a business/organisation, constantly evolve and priorities change, particularly within both the IT and healthcare industries, the CRM function is primarily focused on being the central point of contact for account manager type duties, such as being responsible for the all contractual elements of the relationship, including the Service Level Agreement (SLA) and its service schedules, the key performance indicators that are put into place, SLA negotiation but also to provide an escalation point for complaints and compliments and act as a link for all communications between our customers and other internal departments within LHIS.

LHIS Code: BRM15

Find out more about our CRM team here!

Product and Customer Support Officer Services (PCSO)

The Product and Customer Support Officer (PCSO) services within the Business Delivery arm of LHIS have specialist knowledge of LHIS internally developed bespoke products and services, systems and mobile apps and also support core off-the-shelf products which require detailed configuration or support such as the Microsoft or Adobe suite and some of the more well-known Open Source technologies.

They provide mini-project support during an implementation phase to ensure that new non-core products and services are supported throughout the Implementation phase across into Business As Usual and that the client organisation receives the appropriate level of implementation support, guidance and documentation during any development stages, testing, training and roll-out phases within a product or service life-cycle.

With professional experience and accreditations in software training, software testing and application system support, the dedicated PCSO team have specialist knowledge in vast product suites, either
in-house developed clinical and non-clinical software solutions but also open source technologies and off the shelf licensed products.

This highly specialist technical support team will also work with you on learning new IT products that even they may not be familiar with, work on becoming expert in this field to ensure that your user base has the necessary support wrapper in place for a system roll-out and go-live.

The PCSO teams remit is wide and technical. Their services include, but are not limited to:

Content Editor
Services

PCSOs also provide services for CMS based systems, such as configuring and deployment of content management systems such as Intranets, websites and document management systems, video content creation, video editing and content editor services such as writing and supporting the development of content, sourcing imagery for print and web and proof reading, copyright information, QR code creation, leaflets and supporting marketing information.

LHIS Code: BDT05

Accredited Software
Testing

Within an Agile methodology development project, the PCSO function have a wealth of experience in managing/grooming an Agile backlog for development sprints, developing user stories, user acceptance testing, life-cycle and regression testing, managing issue logs, fault identification, reporting of faults and features to development teams, test plans and test scripts. Our accredited software testers have experience in User Acceptance Testing, regression, lifecycle and includes the development of test plans and scripts, they also have many years’ experience of testing within a more traditional development method such as the waterfall approach to development, working against documented functional and technical specifications.

LHIS Code: BDT06

Project
Support

Our PCSOs support the scoping of system enhancement requests, providing project roll out of hardware and software to end users of a system, including configuration and set up and end user engagement, with associated product guides and documentation. PCSOs actively manage the release process for new developments including the documentation of release notes

System/Software
Training

Our PCSOs offer both on-site or remote bespoke training packages, classroom or 1-1 training sessions, typically tailored to support the bespoke solution, providing product supporting documentation and training material. The PCSOs have specialist knowledge in developing eLearning material and packages, of which are SCORM compliant as an alternative or blended learning alternative. PCSOs have expertise in carrying out detailed Training Needs Analysis (TNA), floor walking and systems configuration reviews, training course development and delivery and train not only in software packages but also in the use of hardware devices, such as mobile devices. LHIS are an accredited Learning and Performance Institute (LPI) training centre.

LHIS Code: BDT08

Communications and Marketing

The communications and marketing support functions assist organisations to manage their reputation, brand and public presence in the media. Helping you communicate your aims and achievements to your target audience, on a global, national, or internal scale.

Whether it’s designing new marketing material to drive traffic to a corporate website or developing an email campaign regarding a change in your current IM&T strategy, LHIS can provide support to ensure all corporate material engages with the audience.

This creative function are also involved in new product launches, for example the launch of a new mobile app. Providing our customers with a range of marketing materials to suit the nature of the launch and then managing the digital and media launch once the product is ready to enter the public domain.

They helped in project management ie: writing the proposal, strategic planning, approval process and exploring publicity and awards. More importantly LHIS were heavily involved in marketing the app to
various healthcare organisations, presentation in various academic conferences and producing the leaflets. All of their input resulted in the app being nominated for the PEN (Patient Experience Network)
National Awards!

The Communications and Marketing team's remit is wide and dynamic. Their services include, but are not limited to:

Digital
Marketing

Our digital media staff are responsible for corporate websites and social media sites, such as Twitter, LinkedIN Facebook and corporate blogs by managing its output across all digital and social platforms. Ensuring the content is fresh and up to date and search engine optimised, driving the brand and message consistently across all digital media.

Multimedia
Content

We understand that certain projects require specialised content to ensure its success. Our team are well experienced in all manner of multimedia content creation, including video, interactive, photographic and audio (for accessibility consideration). This valuable content can be tailored to bring your project to life! Whether it is mobile application development, corporate websites, or even to create a suite of ‘on brand’ images for your team to use in their new marketing strategy, multimedia content could be the perfect addition to your next big idea.

Public
Relations

We have seen first hand how effective a targeted and relevant press release can directly result in an increase of business and bring new customers to your organisation. Let our marketing team guide you through this, sometimes complicated, process using our experience. From content editing, to ensuring your message gets to the right audience and reporting on the outcome!

Technical Consultancy Services

LHIS provide technical consultancy services to our clients within the NHS and third sector organisations. This service provides a niche hybrid function of staff with skills in technical configuration, PRINCE2 project management, Agile development and end user change management skills including account management based activities.

As well as being technical in nature this service has a significant emphasis upon business acumen, communication skills and excellent customer service. The service is there to meet with customers, business leads at senior level and suppliers, facilitate conversations between developers, clients and suppliers, managing the delivery of the product or project. LHIS recognises the importance of understanding your organisation’s culture when considering the potential impact of embracing IT as an enabler for change.

Our highly experienced Technical Delivery team will work in partnership with organisations to provide services such as but not limited to:

One off consultancy type services such as advice and guidance around establishing a customer account management type function within your organisation, drawing on significant expertise in business acumen and customer service at a senior leadership level including contract negotiation, Key Performance Indicators (KPI) development, service schedules and requirement scoping.

LHIS Code: BDT15

Technical delivery management support in an end to end project deployment or roll out of a system, application or piece of hardware across your estate.

LHIS Code: BDT15

Consultancy/management overview of the development of a digital platform, such as mobile app development and deployment, or clinical system deployment, working under PRINCE2 principles or the Agile development methodology

LHIS Code: BDT15

Consultancy around end user engagement for projects. In particular facilitation of workshops, enabling change, tools and techniques; bridging the gap between services, people and technologies to deliver successful change whilst realising tangible benefits smoothly to ensure your staff are comfortable with new processes and systems are operating efficiently.

LHIS Code: BDT15

Consultancy around business development activities such as how to write tender documents, PQQ’s or how to respond succinctly.

LHIS Code: BDT15

  • What our customers say about us!

    PRISM Product - The facility to be able to find a wide range of resources and guidelines, all located within one single IT system which can be accessed immediately is long overdue- and most welcome!

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    Dr Tom Rowley,

  • What our customers say about us!

    Having access to PRISM has streamlined my referrals in the 2 week wait pathway. I know I’m sending the patient to the right service with the right information. As we put more resources onto PRISM, I am confident that this will make the life of the busy GP easier, and patient care will benefit as a result. The patient will be seen in the right clinic by the right clinician first time and everyone  will benefit.

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    Dr Tony Bentley,

  • What our customers say about us!

    The team listened to the requirements, took time to understand the national and local requirements needed to ensure the feedback was captured appropriately. We had early design meetings to ensure we were happy with the app display and function. For the roll out of the app to services we had very comprehensive support and understanding from the team, great communication on updates, technical issues, user errors and general queries. As a service we have made changes to the questionnaires throughout the process and these changes have been quickly and efficiently managed. Teams ‘on the ground’ have also benefited from the fantastic support from the team, when they have had queries with the app and the devices. The database behind the app has also improved the efficiency of collating the feedback. Working with Sarah, Kerry, Mo and Rachelle from HIS has been a great piece of partnership working, and a I have learnt from them and the experience.

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    Sara Lowe,
    CHS Patient Experience and Learning Manager, CHS Governance team

  • What our customers say about us!

    I am very impressed by the support and quality of work delivered by LHIS. They were very friendly and approachable in addition to their high standards of professionalism throughout the project. The team is very motivated, dynamic and enthusiastic and went beyond their limits in completing the tasks and sticking to the project deadline. they were quick in amending/ updating the content based on expert suggestions and involved clinicians in designing and developing the app. They helped in project management ie: writing the proposal, strategic planning, approval process and exploring publicity and awards. More importantly LHIS were heavily involved in marketing the app to various healthcare organisations, presentation in various academic conferences and producing the leaflets. My special thanks go to Sarah Ost who lead the project on behalf of LHIS, Kerry Cyster and Gemma Clayton. All of their input resulted in the app being nominated for the PEN (Patient Experience Network) National Awards in March 2016. I wish LHIS much success and would recommend them to anyone considering developing similar apps.

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    Dr Girish Kunigiri MBBS, MD (Psy), DNB (Psy), MBA (Quality Management),
    Consultant Psychiatrist in General Adult, Clinical Director East Midlands Mental Health Clinical Networ

  • What our customers say about us!

    I greatly appreciate the support; quality and professionalism of the entire team at LHIS who helped with YOD app. They were very friendly and approachable.  The team is very motivated and enthusiastic and would go beyond their limits in completing the tasks. Although it was new venture for us as clinicians and them to be working in such an area, they were quick in understanding our clinical needs, they attended patient and care focus groups for improvising the App, amended and updated the content based on expert suggestions and were great team players to work together in designing and developing the app. More importantly LHIS supported immensely in marketing the App, presentations in various academic conferences, and producing the leaflets/pamphlets. My special thanks to Sarah Ost, Service Delivery Manager, who lead the project on behalf of LHIS; Kerry Cyster, Product & Customer Support Officer, for designing and for vigorous quality check; and Gemma Clayton, Business and Marketing Manager, for compiling/editing videos and further enhancement of the overall design making it user friendly. I wish all the success to LHIS team

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    Dr Latha Velayudhan MBBS, DPM (Psy), DNB (Psy), MD (Res),
    Consultant Psychiatrist in Old Age Psychiatry Senior Clinical Lecturer (Hon), Institute of psychiatry, psychology and Neuroscience, Kings College London Reader (Hon), University of Leicester

  • What our customers say about us!

    This is coming with appreciation re the ECT app you and colleagues developed. It is comprehensive and the availability of written , visual and audio information is very useful. I also think the information for professionals if read by a patients is not daunting , which allows for ECT to be destigmatised and seen as a medical procedure which we take seriously. I am the only accredited ECT Psychiatrist for this district where I  work in Australia and recently managed to wrangle more Consultant time for ECT which will allow me to streamline the service and train Registrars. For a service which did not have trained ECT nurses, we now have them and the nurses section will be useful there. I  see this app as an useful resource and see my team using it. Wishing you the best and congratulations again to you and your team.

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    Anila Jacob,
    CMC Vellore Trained Psychiatrist

  • What our customers say about us!

    I would like to thank the Leicestershire Health Informatics Service worker for sorting out all my laptop problems. Colin came out to Whitwick last week (on the same day that I phoned!). He was so helpful and sorted out several problems. Even more importantly, as far as I’m concerned, he didn’t once make me feel like a complete incompetent!! He’s friendly, knowledgeable, patient and has a great sense of humour! I do hope that you can identify him through looking at the call out log for last week. He really does deserve to get a Customer Service Award.  

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    Sharon Gregory,
    Health visitor

  • What our customers say about us!

    Your IT accounts administrator, has provided prompt, efficient and effective support to us, not just over the last year but for as long as I have known him. He is unfailingly polite, cheerful and approachable – significant qualities for those of us who are less than ‘experts’ and very much appreciated. It goes without saying that his advice and expertise is accurate and reliable and this, added to his admirable attitude, makes him a staff member Leicestershire Health Informatics Service should be proud of.

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    Julie Glover,
    Resource Manager