hscic service management - business relationship management nyhdif – 11 th september 2015

HSCIC Service Management - Business Relationship Management

NYHDIF – 11th September 2015

2

Who Are We?

• SHA’s came to a closure in April 2013 and the Service Management function was transferred to HSCIC

• December 2014 the Service Management transformation process concluded and the following were established:

• Service Management Business Relationship Management

• Service Strategy and Design

• Service Operations and Transition

• Service Delivery

• IT Operations (Technical Support and Expertise)

• BRM team was established in February 2015

Dan Prestage07951 634438

East of England

Kim Keeley 07920 784440North East

plus Morecambe Bay and Lancashire organisations

Oenone Stoodley 07785 517296

East Midlands plus some Y&H orgs

Ian Robinson South West

(starts 21st Sept)

Harjit Sembhi 07920 547304Y&H

plus Lead for North regions (EM,NE,NW,WM,Y&H)

Julie Hulme 07785 517284West Midlands

Vacancy

BRM Staff and Location as at 1st September 2015

Nicola Willis 07824 483303

London

Sarah Stone 07770 640564 North West

Mo Uddin 07920 502514South East Coast

plus Lead for the South(London, SW, SC,SEC, EoE)

Lee Rucker: 07775 933155Head of SSD & BRM(plus central cover)

4

Where does Business Relationship Management Fit In?

Service Strategy and Design

• Delivers Service Management Approach Documentation

• Delivers Service Design Packages for DoH

• Produces Service Management Requirements

Service Operations

and Transition

Approves Service Acceptance Criteria

Embeds Service into the Service management Organisation

Management of IT Change and Release Management

Service Delivery

Service and IT Operations

• Service and Operational Management of HSCIC Services

Business Relationship Management

Informed Customer Role for NHS Trusts Receiving LSP and HSCIC Services

Engage, Develop and Deliver additional Services to support the strategic aims of the HSCIC

5

HSCIC Service Delivery

N3/(HSCN)16k Direct connections

CAB/e-RS

GPET-Q

GPs - (including prisons) • Check PDS (Queries 41.6M) • QOF – GPET E• ESP2 Script (Prescribed 6.5M) • CAB Appointment (166K)• GP2GP (completions 35K) • SCR Updating/CP-IS (lookups 8.3M)

CegedimRX AAH

LloydsBoots

DAC suppliers

X 2.8M Dispensed

Emis INPS

MTTPP

SubsidiariesX17 Lot1Lot 2 & 3 (No SM)

Ambulance /111• PDS trace• SCR 1. Allergies2. Medications3. Adverse reactions4. CP-IS info in future

ISHP’sOver 100E.g. BMINuffield ,Spire

NHS England (Stats)

CQRS

PBR £££

Supplier info

Diagnostics• Internal to Hospital & • External NHS partnersCAB – 50k bookings (professional & patient including TAL or web) 35k Referrals (Professional & web)

80 Million records

50 Million Live

RedcentricDC x2SCR

EPS

GP2GP

CIS

SUS/EDT

PDS/DBS

ONS H&SNG

NBO – PDS

Queries

Pharmacy• Acute prescriptions• Repeats prescriptions• PDS Queries 392K• HH Drugs• Nominated pharmacy's• Future changes to role

Local Authorities (Councils)• CP-IS • CPP – Child Protection Plan• LAC – Looked after Child• Pre-Birth Child Protection

X16

CCG’s

Info

Acute HospitalsIncluding LSP & ESP1. Birth Notifications (BNA or

PDS) NHS (8.2M Queries)2. PACs transactions3. SUS - £££4. CAB Provider (rec’d 207K)

Mental & Community Health health Birth Notes 51K 1. BNA/PDS 2. SCR3. CAB

NHS Mail (2) – March stats• External 169M

• Internal Message 156M

!POD

NPFS

MCDS

Genomics EMED 3

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=&url=http://www.clker.com/clipart-city-hall-brown.html&ei=_EQ6VamJINHjaoTBgIAM&bvm=bv.91427555,d.d2s&psig=AFQjCNHJd0i8tUBwF0R0KGvgT5YYmbNa6A&ust=1429968509073053

N3/(PSNH)16k Direct connections

CAB/e-RS

GPET-Q


CegedimRX AAH

LloydsBoots

DAC suppliers

X 2.8M Dispensed

Emis INPS

MTTPP




NHS England (Stats)

CQRS

PBR £££

Supplier info


80 Million records

50 Million Live

RedcentricDC x2SCR

EPS

GP2GP

CIS

SUS/EDT

PDS/DBS

ONS H&SNG

NBO – PDS

Queries



X16

CCG’s

Info




NHS Mail – March stats• External 169M


POD

!

Availability & CapacityDC

Availability & Capacity DC

DCDC

DC

DC

DC

DC



CAB/e-RS

GPET-Q


CegedimRX AAH

LloydsBoots

DAC suppliers

X 2.8M Dispensed

Emis INPS

MTTPP




NHS England (Stats)

CQRS

PBR £££

Supplier info


80 Million records

50 Million Live

RedcentricDC x2SCR

EPS

GP2GP

CIS

SUS/EDT

PDS/DBS

ONS H&SNG

NBO – PDS

Queries



X16

CCG’s

Info






POD

!

Availability & CapacityDC


DCDC

DC

DC

DC

DC

BCDR

BCDR

BCDRBCDR

BCDR*futureBCDR

BCDR

BCDR

BCDR



CAB/e-RS

GPET-Q


CegedimRX AAH

LloydsBoots

DAC suppliers

X 2.8M Dispensed

Emis INPS

MTTPP




NHS England (Stats)

CQRS

PBR £££

NBO – PDS

Queries

Supplier info


80 Million records

50 Million Live

RedcentricDC x2SCR

EPS

GP2GP

CIS

SUS/EDT

PDS/DBS

ONS H&SNG



X16

CCG’s

Info






POD

!

Availability & Capacity

DC


DCDC

DC

DC

DC

DC

BCDR

BCDR

BCDRBCDR

BCDR*futureBCDR

BCDR

BCDR

BCDR

Service Bridge Incident Problem

Management



CAB/e-RS

GPET-Q


CegedimRX AAH

LloydsBoots

DAC suppliers

X 2.8M Dispensed

Emis INPS

MTTPP




NHS England (Stats)

CQRS

PBR £££

NBO – PDS

Queries

Supplier info


80 Million records

50 Million Live

RedcentricDC x2SCR

EPS

GP2GP

CIS

SUS/EDT

PDS/DBS

ONS H&SNG



X16

CCG’s

Info






POD

!


DC


DCDC

DC

DC

DC

DC

BCDR

BCDR

BCDRBCDR

BCDR*futureBCDR

BCDR

BCDR

BCDR


Management

• Release • Deployment• Change• Config

Management



CAB/e-RS

GPET-Q


CegedimRX AAH

LloydsBoots

DAC suppliers

X 2.8M Dispensed

Emis INPS

MTTPP




NHS England (Stats)

CQRS

PBR £££

NBO – PDS

Queries

Supplier info


80 Million records

50 Million Live

RedcentricDC x2SCR

EPS

GP2GP

CIS

SUS/EDT

PDS/DBS

ONS H&SNG



X16

CCG’s

Info






POD

!


DC


DCDC

DC

DC

DC

DC

BCDR

BCDR

BCDRBCDR

BCDR*futureBCDR

BCDR

BCDR

BCDR


Management


Management

Technical Consultancy



CAB/e-RS

GPET-Q


CegedimRX AAH

LloydsBoots

DAC suppliers

X 2.8M Dispensed

Emis INPS

MTTPP




NHS England (Stats)

CQRS

PBR £££

NBO – PDS

Queries

Supplier info


80 Million records

50 Million Live

RedcentricDC x2SCR

EPS

GP2GP

CIS

SUS/EDT

PDS/DBS

ONS H&SNG



X16

CCG’s

Info






POD

!


DC


DCDC

DC

DC

DC

DC

BCDR

BCDR

BCDRBCDR

BCDR*futureBCDR

BCDR

BCDR

BCDR


Management


Management

Technical Consultancy

• SLM• Contract

Management


13

What Will Business Relationship Management Deliver?

Objective:

The primary function of the Service Management Business Relationship Manager is to represent and champion the services of the HSCIC and to maintain a positive relationship with NHS and Social Care partners who utilise them.

Key Deliverables:

• Ensure Customer Awareness of HSCIC Programmes and Services• Support NHS Trusts’ local Initiatives and Roadmaps• Protecting our National Services• Maintaining existing LSP Services• Ensure our Services are Customer Focused

14


Ensure Customer Awareness of HSCIC Programmes and Services

• Be able to converse with customers regarding the programmes, projects and services of the HSCIC (not mandated to represent everyone)

• Raise awareness about HSCIC projects in the Service Pipeline to assist Trust planning

• Provide detailed knowledge of HSCIC Services in the pipeline

Support NHS Trusts’ local Initiatives and Roadmaps

• Add customer value by identifying business opportunities to support HSCIC service delivery at a local level

• Develop new services in support of customer strategies rather than having a customer base of service recipients

15


Protecting our National Services

• Support Trust pilot sites where they support the objectives of the HSCIC• Ensure Trusts are aware of National Accreditation Requirements when

developing local IT Services • Support escalations and complaints against National Services• Support the process of interaction between local and National support

teams

Maintaining existing LSP Services

• Represent HSCIC Service Management at LSP Customer Review Meetings

• Deal with complaints and ensure new service requirements are fed into the service design

16


Ensure our Services are Customer Focused

• Ensure customers know how to engage with HSCIC services• Ensure that the design of new services programmes are supplied with

customer requirements• Ensure the HSCIC is able to measure its customer satisfaction across

multiple levels

17

Who are our intended customer base?

• NHS Trusts, Mental Health and Ambulance, CSU’s and CCG’s• CIO’s• IT Directors• Service Delivery Managers

• Social Services• IT Directors• Service Manager

• Proposed out of scope• Clinical Engagement• Professional Bodies• Teaching & Research

Business Relationship Management Engagement

18

• Regular engagement and attendance at forums

• 1-2-1 meetings – monthly or quarterly focusing on key issues pertinent to individual organisations

• Monthly newsletters

• Trust Portal Service

• High level updates on service provision• Exec summary of National Services• National Service Desk stats and HSSI information• Awareness of new services in the HSCIC Service Catalogue• Advance notice of new services in the Pipeline

• Service Management Consultancy, whether it is 1-2-1 or a workshop focusing on a particular area.

What is ‘Cyber Security’ and the Programme?

‘Cyber security’ is a term that refers to the management and application of Information Security standards. This is typically applied to computers, computer networks, and the data stored and transmitted over them. This can also cover physical security. It is distinct from information governance (IG), which is about the maintenance of the confidentiality of information, especially person identifiable information and medical records.

The Cyber Security Programme (CSP) is delivering:– Cyber security awareness - through events and

guidance material– Cyber security education - across health and social

care– Enhancing HSCIC’s existing cyber security capabilities

- as a trusted centre of cyber security expertise

CareCERT Project

• HSCIC mandated by the Department of Health to develop the Care Computer Emergency Response Team (CareCERT)

• Funding from Cabinet Office National Cyber Security Programme (NCSP)

• Focuses on providing cyber security intelligence and advice to the health and social care system

• Enables a coordinated approach to be taken across health and social care– Informing organisations about cyber security vulnerabilities

and mitigations– National threat level advisory broadcasts – Reacting to cyber security threats and attacks– Providing Cyber Security Incident Management

Cyber Security Education & Awareness

• e-Learning - akin to the current annual IG test• Pilot course for 100 IT/security professionals - Health and

Care Information Security and Privacy Practitioner (HCISPP)• National and regional Events will be run distilling best practice

and to share learning between peers• Issuing of guidance and digests of national and international

cyber security guidance and awareness material

CareCERT Links

• CERT-UK - the UK National Computer Emergency Response Team, established in response to the National Cyber Security Strategy

• GovCertUK - the Computer Emergency Response Team for UK Government - run by the Communications and Electronics Security Group (CESG)

More information on the Cyber Security Programme can be found at:

www.hscic.gov.uk/carecert

http://www.hscic.gov.uk/carecert

Contact Details

23

Harjit SembhiService Management LeadBusiness Relationship Management (North)Service ManagementOperations and Assurance Services

Health and Social Care Information Centre Tel: 0113 397 3017Mob: 07920 547304Email: [email protected]

mailto:[email protected]

Questions?

24

hscic service management - business relationship management nyhdif – 11 th september 2015

Documents

pds nhs

prisons check pds queries

service management function

north east

referrals professional

bookings professional

east midlands

south east coastplus