IT Support Services

Service Desk

The LHIS service desk function is accredited for supporting spine services by the Health and Social Care Information Centre (HSCIC) (formerly Connecting for Health (CfH)) which is the national provider of information, data and IT systems for health and social care. We also adhere to the NHS England GP IT Services operating model. The nationally accredited LHIS Service Desk provides an effective single point of contact for over 18,000 users to log, track and resolve all service requests, incidents, problems and faults. This service offering is for 1st and 2nd line remote support.

We take on average 9,000 telephone calls per month, boasting a first time fix rate/ first contact resolution rate of approximately 65% and support various different clinical systems (in all manner of healthcare settings), laptops, desktops, phone systems, mobile devices, Microsoft systems and other non clinical, business support systems. Our UK, Midlands based service supports an extensive customer base from both the public and private sector many of which have had a long term relationship with LHIS for many years. Our analysts are highly trained, NHS professionals, with a wealth of customer service and communications experience.

The LHIS Service Desk has a range of tools to support the end user. The service desk is able to remotely connect to the machine if necessary. For users of other networks (Internet, PSN…) connectivity can be arranged to allow remote support if required. Proud of our existing KPIs and performance in 1st and 2nd line IT Support, we not only provide full IM&T Support services to the NHS, but also to public sector and third sector organisations across the UK and we have a proven track record of outstanding capability to track and monitor incidents, problems, service requests and changes.

Where the issues or requests cannot be resolved by our in-house 1st and 2nd line IT Service Desk function, the calls are logged, triaged and then directed to our 3rd line support and locality/field based teams, as appropriate. Our overall customer satisfaction rate is typically an overall average of 98% satisfied, yet we strive to continually improve.
LHIS Code: SDS01

Service Key Features

  • 1st and 2nd line remote technical support
  • ITIL compliant service desk for change, incident and problem management
  • Accredited by Connecting for Health (CfH)/HSCIC
  • Online Service Desk portal which allows users to self serve, track 24/7, access the LHIS Shop, updates on problems and view incidents and outages in real-time
  • Ticket logging via telephone, self-service portal and email
  • Email notifications of ticket progression
  • KPIs and SLA measurements based on organisational requirements

24/7 Out-Of-Hours
Service

The service desk operates 07:00 to 20:30 Monday to Friday and 08.00 to 13.00 Saturday excluding weekends and UK Bank Holidays. A 24 hour out of hour’s service is available for an additional surcharge.

We also provide out-of-hours IT and Senior Management cover where there is a priority 1, urgent loss of service which has a direct impact on patient care and where there is no alternative.

LHIS Code: ENT15

Service Desk Premium
Peripatetic Support

LHIS offers a service for 1st, 2nd and 3rd line desktop technical support which provides specialist and tailored peripatetic support to home workers in addition to the on-site support model for office, covering a national radius. All fixes, resolutions and completion of works are owned by the specialised National IT (NIT) team who dedicate their time to a small subset of premium model SLA client organisations that LHIS support.

This model is a fully encompassed IT support service solution provided by a niche specialised team whose expertise lie in supporting users who are typically not always office based and require support when they are on the go, often on public transport, in-between meetings, travelling to conferences (of which some are overseas) but very often the users base is from their home. This model provides a responsive, dynamic and versatile support model to suit all business needs and IT platforms.

The in-scope IT tasks, issues and requests that would fall under the responsibility of LHIS support services under this service definition can be discussed with the client on request. A tailored, bespoke service level agreement forms the fundamental service lines.

LHIS Code: NIT02.

Service
Management

Our Service Development team can support your organisation with implementing IT Service Management (ITSM) tools, reviewing service and business processes, document and analyse requirements and design solutions utilising Information Technology Infrastructure Library (ITIL) best practice and ISO20000.

We cover the entirety of activities related to IT service provision, including Incident, problem, change management, asset and configuration management, end user self-service and automation, ultimately supporting organisations to define a standard approach to constantly changing IT environments, legislation and policy.

LHIS Code: SDM01

PCNs/ GP IT / Primary Care Support – GP IT Operating Model, Securing Excellence in GP IT Services

LHIS offers the provision of ICT infrastructure and strategic ICT support services within a Primary Care setting, including Primary Care Networks (PCNs), in line with GP IT best practice, market developments, relevant national guidance (such as the latest GP IT Operating Model, Securing Excellence in GP IT Services and associated CCG Practice Agreement requirements) and other best practice.

This includes, but is not limited to:

ICT Infrastructure

Provision / sourcing of IT infrastructure including but not limited to network services (including Wi-Fi, HSCN, overlay services such as site to site connections,
network monitoring and filtration services,), telephony, IT equipment and specialist advice on commissioning / decommissioning IT systems and aligning / sharing infrastructure.

Management of infrastructure

Managed IT estates services (n.b. IT assets purchased with NHS capital (e.g. for GP IT) will be retained by the NHS but may be managed by the supplier) including asset management and software licensing support for systems and
associated software (e.g. anti-virus, encryption etc), version control and patch management, provision of desktop support / service desk, managed data hosting (including storage and server management), management of third party providers and integration of third party goods and services, print management and remote access to the clinical record solutions, including mobile device management.

IT Systems functionality

Sourcing / provision and ongoing support of IT systems on behalf of the commissioner including but not limited to NHS Mail, system integration and interoperability, implementation and support of software solutions, remote access solutions and access control and administration, mobile applications development, electronic messaging for direct patient communication.

Support services

Provision of Primary Care Enabling Services for General Practice, Registration Authority (RA) administration and management, NHS Mail Administration, Clinical Safety Officer Support and provision of specialist Information Governance advice and support to ensure that commissioners and providers are advised on how data can be compliantly stored, managed and used in line with the IG Toolkit Level 2 (or equivalent) and the General Data
Protection Regulations, National Strategic System Implementation Services (including deployment and implementation support, project and change management support, clinical systems training and systems optimisation support), support to improve data quality including delivery of training to improve coding (including in a primary care setting), management of third party providers and integration of third party goods and services.

Cyber security support

Provision of support to ensure systems are secure and patient data is protected including but not limited to identification of cyber security threats, regular penetration testing, disaster recovery and business continuity support services, supporting/implementing critical actions related to CareCERT alerts, supporting / acting on recommendations from cyber security assessments, support the checking of supplier certification (in line with the Department of Health’s Data Security and Protection Requirements) and supporting the management and mitigation of cyber security risks.

IT Optimisation, Strategy and Transformation

Provision of expertise and PMO support to develop and implement local IT Strategies (such as Local Digital Roadmaps), supporting Sustainability and Transformation Partnership (STP) working including but not limited to: providing expert advice on strategy design, development, market development, benefits testing and realisation, national and international best practice, information governance, national policy advice, regulations and standards, infrastructure and system architecture design, barriers and solutions.

  • 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