Bronze CAM Orientation...• Each desk has a WP360 PC but some users will bring their own laptops to use • If you unplug a network cable or power cable please plug it back in when

Bronze CAM Orientation

Our largest ever investment in improving healthcare quality

Agenda and Introductions

Welcome Message – Carrie Armitage

Introduction to the Bronze CAM

Logistics at the Deakin

Roles in the Bronze CAM

Review the Issue Escalation Process from the Wards

Ticket Intake, Prioritization.

Review Workflows:

Printing

Passwords / Access

Complex Incidents

Hands On with Samanage:

Software Orientation, Raising, Reviewing & Resolving Tickets

Q & A

Bronze CAM Welcome

Carrie Armitage


Introduction to Bronze CAM

• Purpose is to provide support and issue

resolution over the go-live period. Reports

in to Silver Command.

• The issues reported in by Super Users and

Floor Walker are tracked and resolved as

Incident Tickets.

• Level 3 of the Deakin Centre

• 24/7 Operation planned from 24 Oct to end

Nov

• Designed to seat 150 staff covering

Leadership from CUH

Epic Corporation Experts

CUH Builder (Ticket Resolver) Teams

HP

A Priority 1 Call-In Service Desk.

ASAP ED

Beacon Cancer

Beaker Pathology

Bridges Interfacing

Clin Doc/Stork/ICU Clinical

documentation including ICU and

Obstetrics

Cupid Cardiology

HIM Coding, Chart and Film Tracking

Inpatient Orders Orders

Kaleidoscope Ophthalmology

OpTime/Anesthesia Theatres

Outpatient Clinicals Outpatients

PAS Patient Administration

Phoenix Transplant

Radiant Radiology

Willow Pharmacy

Ticket Resolver Teams – Will

involve HP, Security, Epic

application modules


Overview of Support Bronze CAM Command Center Support Staff – Located in the Deakin Centre

Project Leadership, Application Functionality support, Security

Infrastructure, Production Applications, EDI

PC/Printer Support, Systems/Network Security and HP

Support Roles Super Users – Support End Users Floor Walker – Float Support for Super Users Zone Leader – Support Floor Walkers in their assigned Zone (Territory) Bronze CAM Commander w/ Deputy Silver Command Gold Command

24 X 7 scheduled from 23-10-14 thru 28-11-14

Daily Communication schedule

06:45 and 18:45 Shift Transition Meeting for Inpatient areas

09:30 and 21:30 Silver Leadership Meeting

10:00 Outpatient Leadership Huddle (M-F) TBD

Floor Walker and Command Center staff will have pagers and phones for communication as assigned.

Incident management ticketing system is called SAMANAGE for tracking issues and resolution


New support web page

• See http://www.my-ehospital.org/support/go-live-support

• This will show the following information

– Link to open a ticket

– P1 open and closed calls

– Link to tips and tricks

– Notes from shift handover meetings

• Make sure you have your logon setup for private content

• If you have a problem with your login please raise it via

ask Ernie

http://www.my-ehospital.org/ask-ernie

http://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/ask-erniehttp://www.my-ehospital.org/ask-erniehttp://www.my-ehospital.org/ask-erniehttp://www.my-ehospital.org/ask-erniehttp://www.my-ehospital.org/ask-ernie

Logistics at the Deakin


Bronze CAM layout

150 seats available

• Room 7 – Leadership, HP and Service desk

• Room 8/9 – Epic Analysts (Clin doc, Orders, OP Clinicals, Willow, Optesia, Beacon) and Training

• Room 10 – Epic Analysts (PAS, HIM, ASAP and Reporting)

• Room 11 – Epic Analysts (Interfaces, Beaker, Radiant, Cupid) and Security

• Room 12 – meeting room

• If not rostered on a go-live shift please work in your normal office

See A to Z Deakin Centre Handbook


Code of Conduct

• Be considerate - keep all noise to a minimum;

• Be professional at all times;

• Keep all areas tidy – please throw away your rubbish – cleaners will

empty rubbish bins not clear your desk;

• Keep the bathrooms clean;

• Keep personal belongings with you and take away at the end of your

shift;

• Ensure phones are answered;

• Do not leave your mobile phone unattended, please keep with you

or ensure it is silent and diverted to voicemail;

• Always assist visitors to the office.

• Dress code – smart casual


Parking

• eHospital seconded staff – should now have access to

park on site if they have requested it

• Service desk staff should use their current parking

arrangements

• Details of service desk staff have been passed to the

access office to assess if anyone will have an issue with

parking

• If you think you will have a problem with parking please

contact Dawn Adams on ext 58365

• Cost is £2.60 for 24 hours parking any time of day


Fire and Security

Fire – Fire alarm test Thurs mornings

– Continuous ring signals fire

– Meeting point in car park opposite Deakin

Security – Badge access available 24/7

– Very limited lockable storage so keep your

valuables with you

– All staff must wear their security badge

(photo ID)

– Access issues - contact Dawn Adams

(ext 58365)


Catering

There is a temporary kitchen area in the Deakin

• Beverage trolley – free drinks

• 3 Fridges

• Use disposable cups and plates as there is no

washing up facility

Please keep the kitchen area tidy

Options for food

• Pod Café on the ground floor of the Deakin – open

from 08:00 – 17:00

• Main food court in the hospital including

•M&S (mini mart) – open from 07:00 – 22:00

•Spice of Life (cafeteria) 24/7

•Costa coffee 24/7

•Amigo (sundries) – open from 07:00 – 20:00

•Burger King – open from 09:00 – 21:00


Toilets

4 unisex toilets available on level 3 of the Deakin

During the day

• you will be able to use the toilets on the ground floor

(from 08:00 – 17:00).

• PLEASE NOTE this floor will be alarmed after 17:00

every day.

During the night

• you will be able to use the toilets on level 2 overnight

Please keep toilets clean


Phones, Bleeps and Radios

• Phones - Leadership/HP/Service desk room – phone on each desk

- Other rooms have 1 phone between 2

- Mixture of VOIP and Analogue

- Phone/contact lists available in each room

• Bleeps - Bleeps are held by the following:

- Leadership

- Floorwalkers

- If required broadcast messages can be sent to all bleeps – arranged via Deputy

commander

- Bleeps will be assigned once rosters finalised

• Radios - Radios are held by Command Centre Commander, Floorwalker co-ordinator,

Floorwalkers and HP team

- Radio traffic is not private


Use of Phones

• Using net call software – Agents – log in and out of console, take calls, transfer calls, make busy if not

available to receive calls

– Supervisors – manage groups of agents and run reports

• Net call will provide call statistics

• The system allows for teams to have 1 phone number which will go

to an available phone in that group

• Simple instructions will be provided

• Drop in session on Monday 20 Oct to have a go


Use of equipment in the Deakin

• Each desk has a WP360 PC but

some users will bring their own

laptops to use

• If you unplug a network cable or

power cable please plug it back in

when you leave

• If something doesn’t work please

check that everything is plugged in

• VOIP phones use the same network

point as PCs so if you unplug these the

phone will not work !


Rosters and absence reporting

eHospital Analysts – Shifts have been rostered on MAPS as defined by your team lead

– No need to sign in at Deakin

– Team Lead must inform PMO of any absences (ext 58365)

Service desk – Please sign in at each shift

– Sign in book available in room 7 near the service desk

– Note payroll number when you sign in

Sickness and absence reporting – Always tell the PMO (ext 58365)

– If dual role also call your other line manager

Roles in Bronze CAM


Command and Control

GOLD

Strategic Coordination

‘Hands Off’

SILVER

Tactical Management

‘Hands On’

BRONZE

Operational Delivery

‘Hands In’

Fran Cousins

Dr Keith McNeil

Dr Jag Ahluwalia

On Call Director

On Call Manager

24/7 in the Boardroom

Deakin Bronze CAM

Operational Areas


Bronze CAM Management Structure


Bronze CAM Commander Role Bronze CAM Commander responsible for

• Command of the entire Programme Team, including the following throughout the

period of Gold Operations

– all technical teams and other suppliers;

– incident & problem management;

– programme governance

• Reporting, as required to the Silver Commander of the Hospital Operational Plan and,

through that role, to Gold.

• Assisting with the triage of help desk calls as required

• Co-ordinate with on-site Epic and HP leadership to validate process and decisions

Bronze CAM Commanders

• Carrie Armitage – eHospital Programme Director

• David Kwo – Epic Programme Manager

• Keith Swinburne – eHospital Stakeholder Engagement

• Lis Crowe – eHospital Contracts Manager

• Sarah Jane Relf - eHospital/CUH Lead for Trust Readiness


Deputy Commander and Admin Role

Bronze CAM Deputy Commander responsible for :

• Supporting the Commander

• Maintaining the smooth running of Bronze CAM when the commander is in meetings

• Ensuring the smooth running of the service desk

• Escalation point for issues from the service desk

• Take notes at shift change meeting

• Co-ordinate broadcast messages with comms to post messages on the Go-Live

support page and if necessary bleeps

Bronze CAM support responsible for :

• Supporting the Commander and Deputy

• Preparation of service desk metrics prior to shift change

• Assisting at shift handover meetings

• Ensuring the Deakin operates effectively including stocks of refreshments and

stationery and resolving access and maintenance issues

• Updating support page on my_eHospital web site


eHospital Service Desk

Call takers

• Take calls for priority 1 tickets, password/security and

printing issues and enter details on Samanage

• Route HP issues to HP service desk

• Enter paper tickets on Samanage

Service Desk team lead

• Manage the service desk team

• Manage refreshment breaks

• Monitor attendance and flag up any issues to leadership

• Monitor call queues and flag up any issues to leadership


Resolver Groups Resolvers

• Resolve tickets as directed by Team Lead and Leadership

• Regularly update information on Samanage

• Open new tickets as required when identified

Resolver Group Team Lead

• Monitor inbound tickets and assign to a team member to resolve as required

• Monitor team attendance

• Flag up any issues to leadership

• Attend shift handover meeting

• Manage breaks within the team

Review the Issue Escalation

Process from the Wards


End User Support Flow

End User needs

help with Epic

Super User

provides support

If Super User

isn’t available or

can’t resolve

Floorwalker

provides support

If Floorwalker

isn’t available or

can’t resolve

Online incident ticket is created. If

necessary, a Priority 1 phone call is

raised with Bronze CAM service desk


Zone Support Example

Zone 4 Zone 3 Zone 2 Zone 1

End User

Super User

Floor Walker

I’m here to help

too.. Just Dial my

Bleeper

Don’t worry. I am

Here for end users

on the Ward

Zone Leaders Support Floor

Walkers and Arrange Support

Ticket Intake, Prioritization

and workflows


Floor Walker Zones

Zone 1 - ATC, CDC, ACCI/GSK

and S Block

Zone 2 - Rosie and Breast Unit

Zone 3 - Theatres, K Wards,

Dialysis and Pharmacy

Zone 4 - Wards - C&D, EAU

Zone 5 - Wards - F&G, J, N, R

Zone 6 - ED, Labs, A Wards

Zone 7 - Oncology &

Haematology, Radiology

Zone 8 - Main Outpatients and

Medical Records

2

1 2

3

4

5

6

7 8

Hospital Main Entrance


Support Call Priority

URGENCY :

When does the incident need to be resolved?

High (“Immediately”)

Medium (“At the next regular,

available opportunity”)

Low (“When you have time /No

rush ”)

High (Patient care issue;

work cannot be done; enterprise service

u navailable)

P1 P2 P3

Medium (Workaround

available) P2 P3 P4

IMP

AC

T :

Wh

at

is t

he

sc

op

e o

f th

e

eff

ec

t o

n t

he

bu

sin

es

s?

Low (Service affected is not business - critical ; only

affects 1 person; enhancement request,

etc.)

P3 P4 P4


Severity Description

Priority 1 Incident (Emergency) An incident exists that results in a total loss of service or functionality affecting the entire organization:

Non- exhaustive examples:

Critical system/service down i.e. Hyperspace

A service affecting treatment is down

Incident directly affects patient safety

EpicCare Inpatient: patient facing user reports that a report is displaying incorrect data. i.e. Facesheet.

EpicCare Outpatient: orders are showing incorrect default dosages/instructions. Weight-based dosages incorrect.

ADT/Prelude: Users are not able to admit patients.

Priority 2 Incident (High) An incident exists that results in a partial loss of service or functionality across the estate or within a significant user population

Non-exhaustive examples:

Partial loss of service or functionality across the organization.

Large number of users affected.

EpicCare Inpatient: patient facing users report long response times for data intensive reports.

EpicCare Outpatient: Order Transmittal not working as expected.

Cadence: Appointments are not displaying in the DAR.

Priority 3 Incident (Normal) An incident exists that result in a partial loss of service or functionality with no immediate business impact.


Partial loss of service or functionality

Individual user/Small number of users affected

EpicCare Inpatient: patient facing user requests additional information for reports.

EpicCare Outpatient: SmartLink no longer working.

Cadence: Copay stops appearing in the check-in/check-out flow.

Priority 4 Incident (Low) An incident exists that result in a partial loss of service or functionality with no immediate business impact and for which an alternative is available.


Minor software bugs

Individual user has problems accessing a non-critical function

EpicCare Inpatient: user requests changes to the organization of reports.

EpicCare Outpatient: User requests additional items to be added to the History navigator section.

Priority 5 Incident Requests for information / Optimization / Enhancement

Requests to be resolved with next Epic SU or upgrade.

Requests requiring review by organization for viability.

New report requests


Review of 3 primary process flows

• Password process workflow

• Printing process workflow

• Complex ticket escalation and resolution

• The workflows will be available on the eHospital

support web page

Hands on with Samanage


• Two access levels

• Service Desk Staff / Resolvers = Standard + Portal pages

• Super Users / Floorwalkers = Portal page only

• Where to find the link

• http://www.my-ehospital.org/support/go-live-support

• Supported browsers

• IE 9+; Firefox 5+; Chrome 8+

• Use above my-ehospital link but may have to save Samanage

link in bookmarks/favourites and access via this instead

• Training material – available at

• http://www.my-ehospital.org/support/go-live-support

• User ID’s – sent out via email next week (Log On = email address)

eHospital Service Desk Software (Samanage)

http://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-supporthttp://www.my-ehospital.org/support/go-live-support


• Samanage Software Orientation

• Raising Tickets

• Reviewing Tickets

• Reviewing & Customising reports

• Assigning Tickets within Resolver Teams

• If More Information is Required …

• Raising Tasks within Tickets

• Change Management

• Resolving Tickets

• Publishing Solutions (>> Knowledge Base)

• Samanage Portal

• Search the Knowledge Base

• Raising Tickets via the Portal

Hands On Demo

Documents

Bronze CAM Orientation...• Each desk has a WP360 PC but some users will bring their own laptops to use • If you unplug a network cable or power cable please plug it back in when