Live Service Processes and Guidance
In order to manage the onward provision of GPSoC Services it is necessary to develop robust processes to raise incidents, escalate incidents etc. Some of the key processes and guidance are detailed below:
Raising an incident with your GPSoC supplier
All incidents raised in relation to the provision of GPSoC services, should be raised with your GPSoC supplier via either phone or email/web using the following details:
- EMIS
08451 222 333 # 61
-
0845 359 3544 (020 7501 7116)
-
0845 351 1820 (020 7501 7105)
- iSoft
0870 609 5530
- Microtest
0845 345 1600
- CSC
0845 604 2817
Escalating an Incident or issue in to NHS CFH
If you have exhausted the GPSoC Supplier's escalation process and your Incident or issue is still unresolved then NHS CFH has their own escalation process (PDF 310Kb) you can follow in order for you to escalate further.
- CSC - to be confirmed
- EMIS (PDF, 38Kb)
- INPS (PDF, 73Kb)
- iSOFT (PDF, 60Kb)
- Microtest (PDF, 77.2kB)
PCT Local Service Desk Guidance
The GPSoC Suppliers are not the only organisation that provides end user support in logging and resolving incidents. The PCT Local Service Desks provide an important role in the overall support model. Unlike with the GPSoC Suppliers Service Desks, there is no overall governance model or contract in place to mandate the provision of the Local Service Desks however there is some general guidance (PDF 732Kb) and advice available to PCTs in how Local Service Desks can be managed.
Problem Management Process
There is often confusion over the use of different terms such as Incident or Problem or Defect. The Problem Management Guidance (PDF, 86.4kB) provides some clarity on the differences with particular emphasis on some of the guidance NHS CFH have provided to Suppliers on how to manage problems.
Download useful service management resources.