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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
N3/(PSNH)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 – March stats• External 169M
• Internal Message 156M
POD
!
Availability & CapacityDC
Availability & Capacity DC
DCDC
DC
DC
DC
DC
N3/(PSNH)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 – March stats• External 169M
• Internal Message 156M
POD
!
Availability & CapacityDC
Availability & Capacity DC
DCDC
DC
DC
DC
DC
BCDR
BCDR
BCDRBCDR
BCDR*futureBCDR
BCDR
BCDR
BCDR
N3/(PSNH)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 £££
NBO – PDS
Queries
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
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 – March stats• External 169M
• Internal Message 156M
POD
!
Availability & Capacity
DC
Availability & Capacity DC
DCDC
DC
DC
DC
DC
BCDR
BCDR
BCDRBCDR
BCDR*futureBCDR
BCDR
BCDR
BCDR
Service Bridge Incident Problem
Management
N3/(PSNH)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 £££
NBO – PDS
Queries
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
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 – March stats• External 169M
• Internal Message 156M
POD
!
Availability & Capacity
DC
Availability & Capacity DC
DCDC
DC
DC
DC
DC
BCDR
BCDR
BCDRBCDR
BCDR*futureBCDR
BCDR
BCDR
BCDR
Service Bridge Incident Problem
Management
• Release • Deployment• Change• Config
Management
N3/(PSNH)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 £££
NBO – PDS
Queries
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
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 – March stats• External 169M
• Internal Message 156M
POD
!
Availability & Capacity
DC
Availability & Capacity DC
DCDC
DC
DC
DC
DC
BCDR
BCDR
BCDRBCDR
BCDR*futureBCDR
BCDR
BCDR
BCDR
Service Bridge Incident Problem
Management
• Release • Deployment• Change• Config
Management
Technical Consultancy
N3/(PSNH)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 £££
NBO – PDS
Queries
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
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 – March stats• External 169M
• Internal Message 156M
POD
!
Availability & Capacity
DC
Availability & Capacity DC
DCDC
DC
DC
DC
DC
BCDR
BCDR
BCDRBCDR
BCDR*futureBCDR
BCDR
BCDR
BCDR
Service Bridge Incident Problem
Management
• Release • Deployment• Change• Config
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
What Will Business Relationship Management Deliver?
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
What Will Business Relationship Management Deliver?
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
What Will Business Relationship Management Deliver?
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
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]
Questions?
24