Expert User Training day2008

Housekeeping

Fire Alarms

Lunch

Mobile Phones

Questions

Topics

Role of Expert Users

Incident Reporting

Common Problems/FAQ’s

User Acceptance Testing

User Training

Expert Users

DRS End-to-End Risk review“expert users are an essential component to

the long term efficiency and sustainability of the DRS system”

Expert Users

First Line Support

Training and Testing

Data Quality

Expert Users

First Line Support:

Providing local access to advice

Communication to system users within HB

Local triage of all problems:

Local IT

Local Expert Users

Logging of problems with ATOS Helpdesk

Expert Users

Training & Testing:

New Releases & Hotfix Releases:

Participation in User Acceptance Testing

Participation in training

Onward cascade of training

Alerts:

Onward communication

Local Advice and Guidance

Data Quality:Investigating data quality issues and if necessary

reporting/raising change requests e.g• Permanent suspensions problem• Use of reconciliation reports• Post Codes

Expert Users

Expert Users

Regular checks you can perform on the software:• Check all task lists for ‘In work’ tasks. If these tasks are

not date stamped with the current day, check with the user they have been assigned to and find out what is happening.

• Run the ‘Non-Synchronised Images’ export at least once every two weeks. See the ‘DRS Running & Understanding the Non-Synchronised Images Report v1 0’ document for further information

• Ensure that all mobile clients a regularly updated with a MobileUpdate. Do not only use AddPeriod

Incidents and reporting

Incident occurs – possible fault in Soarian or SCI-DC

Local IT problem?

Local IT resolution

Password, data quality or user?

Expert User resolution

SCI-DC fault?

Soarian fault

SCI-DC resolution

Siemens resolution

Interface fault?

Problem Triage

We recommend

Initial triage by local IT support

Expert User involved once it is clear it isn’t an IT problem

Calls logged with ATOS help desk by Expert Users only – after 31/12/2008

Call Logging

• Log the call with the right people!• Provide as much evidence as possible

(screen shots, user details, message-ids, content of error messages, number of users affected) – be careful about sending patient details

• Assign a priority level and describe the impact to the service

Call Logging

Priority levels:

1 – critical impact, no workaround

2 – critical impact, there is a workaround

3 – high nuisance, minimal impact to service

4 – not seriously affecting service activities

Common Problems

Problem: User can’t logon

Possible causes: Incorrect Username or Password

Account is locked

Application can’t authenticate the user

Common Problems

Problem: Application performance

Possible causes: Local IT network

NHS National N3 network

ATOS network

Application server (managed by ATOS)

Action: Are users on same site experiencing the same problems?

What about other sites?

Get local IT involved

GP System

Local Gateway

Consortia server

Scotland server

Soarian

CHIO/P SCI-DC Clinical

The Interfacexml

SCI-DC Network

Health Board SCI-DC

Siemens

Common Problems

Patient in SCI-DC not in Soarian

Screening data in SCI-DC not same as in Soarian

Patient with diagnosis not in SCI-DC or Soarian

A number of patients in same practice are all permanently suspended

Patients without diabetes appearing in Soarian with a diagnosis of diabetes

Common Problems

Problem: Patient in SCI-DC not in Soarian

Possible causes: Timing – delays in sending/receiving messages

SCI-DC hasn’t sent a message

Action: check patient history in Soarian and SCI-DC

call SCI-DC help desk to ask for message id

Common Problems

Problem: Screening data in SCI-DC not same as in Soarian

Possible causes: Timing – delays in sending/receiving messages

Soarian hasn’t sent a message

Action: check patient history in Soarian and SCI-DC

obtain message id from Soarian patient history and call SCI-DC to ask for confirmation it has been received

Common Problems

Problem: Patient with correct diagnosis in GP system but not in SCI-DC or Soarian

Possible causes: Extraction from GP practice has stopped working

Local Gateway server fault

Action: Contact local IT to investigate and fix

Common Problems

Problem: A number of patients in same practice are all permanently suspended

Possible causes: Problem in the running of the GP extract

Action: Contact local IT to investigate and fix

Common Problems

Problem: Patients without diabetes appearing in Soarian with a diagnosis of diabetes

Possible causes: 1.Test patient entered into a GP Practice system with a real CHI number

2. Patient was diagnosed with diabetes in the past

Action: 1. Request GP to amend test patient. Correct the diagnosis in SCI-DC and permanently suspend in Soarian.

2. Confirm correct diagnosis in SCI-DC & suspend

XML MessagesInbound messages from SCi-DC

Date/Time message was received, Message Category, Message Action, Message Details.

Inbound messages have a large number of preceding zero’s (0).

Three types of messages are sent to Soarian

(1) ChiNumberUpdate and (2) PatientDemographicsUpdate and (3)

GPPracticeUpdate. PatientDemographicsUpdate messages may also include the setting or resetting of a patient suspension.

XML MessagesSuspension messages

Temporary suspension message

Permanent suspension message

Always 2 entries on same date/time, one for message, one for suspension

XML MessagesOutbound messages from Soarian

Note NO preceding zeroes

Four types of messages are sent by Soarian (1) PatientDemographicsUpdate (2) PatientStatusMessage

(3) FinalGradingResult and (4) OphthalmologyResult.

PatientDemographicsUpdate messages may also include the setting or resetting of a patient suspension.

FAQ’s – viewing images

Medical Record Tab stores various information regarding previous examinations:

• Result Letters (patient, care provider, referral)

• Images

• Examination Outcome

FAQ’s – slot duration

Changing time slot duration:

Must create a new location and assign the new schedule template

If you create a new location for an existing clinic. Close all outstanding slots and make sure mailing lists point to new location

FAQ’s – User Access Rights

Always copy an existing user/template

Use the Manual (pg 228 – 237) or on-line help and use the recommendation tables

FAQ’s – Mailing Lists

Four types:• Invitation without Prebooking – this will send a letter to patients

asking them to contact a location to arrange an appointment

• Invitation with Prebooking – this will assign appointments to patients and notify them in the letters

• Cancel without Prebooking – this will cancel all appointments for a user definable number of days and ask patients to contact a location to rearrange an appointment

• Cancel with Prebooking – this will move all appointments for a user definable number of days in either the same location or to another location.

User Acceptance Testing

Planned start 7th Jan with training day– Details of the changes– Testing and reporting procedures– First tests

First round complete by 30th January

Sign-off by 20th Feb ???

User Acceptance Testing

On 7th Jan Testers will be:– Assigned a user name– Given a script– Schedule for performing that test

Testing to be done from normal work place

Connectivity tests to UAT environment in the next month (I hope!!!)

User Training

Discuss!!!!

Changes - overview

Messages between SCI-DC and Soarian

Information display in SCI-DC

Functional changes in Soarian

Messages

Re-defined rules

SCI-DC Activity Status

Slit Lamp Examination Data

For more infohttp://www.ndrs.scot.nhs.uk/IT/index.htm

SCI-DC

New Screen Layouts

On-screen colour coding:

Yellow change sent to Soarian

Green change is confirmed by Soarian

Red change waiting confirmation > 7 days

SCI-DC System Main Menu

DRS

Current Screening Patients

Suspended Patients

Patients waitingConfirmation of

Unsuspension

Edit Edit Edit

SCI-DC Current Screening

SCI-DC Suspensions

SCI-DC Unsuspensions

Soarian

Non-Attendance processing

New Key Performance Indicator Reports

Updated to reflect the current grading scheme

Technical Failures from S/Lamp refer to Ophthalmology

New Patient Search functions

New patient data fields

Soarian

Ophthalmology examinations

- feature selections not mandatory

- maculopathy grade not automatically calc’d

- recommendation is mandatory

- patient requires laser treatment or has been treated (mandatory)

- follow-up failsafe

Soarian

Grading

feature selection when image not gradeable

non-DR features will require a recommendation from L3:

no referral necessary

recommend referral

already referred

Summary

Improved integrity

Display of data

Key Performance Indicators

Up-to-date with current policies and grading scheme