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Supplier performance

NHS CFH request suppliers provide monthly and ad hoc reports set against contractual targets/requirements. A summary of these reports are detailed below.

Supplier Service Reporting

The Key Performance Indicator (KPI) report is a NHS CFH interpretation of supplier and system performance, using data submitted by suppliers in the monthly Performance Monitoring Reports to allow NHS colleagues to compare supplier performance across all GPSoC Hosting Level for three key areas on a rolling three-monthly period

  • System Availability (suppliers' ability to meet contractual requirements for system availability)
  • Incident Management (suppliers' management and resolution of system faults)
  • Service Desk Performance (the speed at which suppliers answer calls to their helpdesks, and react to support emails to the nominated support email addresses)

Key Performance Indicator (KPI) report (PDF, 274.8kB)

GPSoC Higher Severity Service Incident (HSSI) and Permanent Fix report

The GPSoC Higher Severity Incident and Permanent Fix report is produced by NHS CFH using information provided by suppliers with a focus on:

  • Higher Severity Service Incidents (HSSIs) and any subsequent actions undertaken by suppliers
  • Problem clear up rate (specific to problems which result from HSSIs).

GPSoC Higher Severity Service Incident (HSSI) and Permanent Fix Report - February 2012 (PDF, 51.5kB)

Lower level HSSI details are included in the HSSI reports issued by suppliers. 

PCT Reporting

PCTs will receive a Performance Monitoring Report (PMR) for practices in the PCT from each GPSoC supplier with which it holds a GPSoC Call Off Agreement. The reports will reflect performance against the service levels which are set out in full in the GPSoC Service Level Specification.

PCTs are encouraged to use the report as input in to discussions with practices and GPSoC suppliers about local service issues.

If there are errors in the reports PCTs should raise with their supplier in the first instance - if this is not satisfactorily resolved then this should be escalated to their SHA Primary Care team and NHS CFH GPSoC Service Management team at the earliest opportunity so that this can be addressed with the suppliers as part of the monthly service reviews.

If you work at a PCT and would like to receive these reports then please contact your GPSoC Supplier:

Supplier contact details

Live service status page

Any high impact incidents (typically affecting five practices or more) will be reported to the NHS CFH Service Bridge by the GPSoC Suppliers. The NHS CFH Service Bridge help to co-ordinate the resolution of high impacting incidents and ensure regular communications of these incidents across the NHS. These communications are managed via the NWW Service Management Status Page (NHS staff only, N3 connection required).