Job Description

The post holder is an expert technical member of the Application Support Team and is responsible for the technical support of the Electronic Patient Record (EPR) (Acute and Community systems)



T o provid e firs t an d secon d li ne suppor t for the Trust's E P R systems an d an y othe r key applications w hic h ar e supporte d b y th e Lewisham and Greenwich IM& T Department.

To be responsible for managing all TrackIT logs, allocating them to the Application Team support staff as appropriate and ensuring compliance with SLAs and KPIs.

To undertake specific system administration activities to ensure the smooth running of key systems both community and acute, including producing regular KPI reports on the application team performance.

To ensure tha t Chang e Contro l Procedure s are followed.

To be responsible for ensuring that systems are changed to meet new requirements.

To negotiate with Oracle, RiO and third-party teams on the timing and implementation of system configuration Service Request updates and communicate these to the Trust.

In conjunction with the Systems Team Manager, manage and action all requests for change building new functionality as required.

To assist with the planning and implementation of EPR systems upgrades, providing technical advice to users to enable them to deliver the potential benefits of IT systems.

To deputise for the Lead EPR Support Analysts as required.

Provide guidance and specific technical training.



Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:



Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development



Widening access (anchor institution) and employability



Improving the experience of staff with disability



Improving the EDI literacy and confidence of trust staff through training and development



Making equalities mainstream



S y stem Support



T o provid e in-dept h specialis t knowl edge of key LGT managed IT systems. T o e n sur e tha t Lewisham and Greenwich system s are maintaine d t o a ver y hig h standa r d a t al l times , takin g a particular interes t i n developin g ow n kno wledge of how systems work and their potentia l t o benefi t th e Trust.



To receive prioritise and resolve EPR Service issues using the IT Service Desk system ensuring logs are closed within specific timeframes or escalating to another division of the IT Department.



To apply high level specialist knowledge and logic to trouble shooting problems ensuring the relevant personnel are involved or consulted for advice to resolve problems thoroughly and quickly.



To take ownership and lead on the resolution of issues impacting on EPR operational workflow and patient pathway processes. To ensure good communication and working relationships with the relevant personnel to keep them informed of progress or outstanding problems.



To undertake root cause analysis of complex issues and devise system configuration, workflow or process changes.



To liaise with the line manager regarding recurring problems and assist with identifying and implementing long-term solutions.



To liaise with EPR Systems suppliers on a regular basis to identify problems with software highlighted by Trust staff.



2.2 To help to develop processes, policies and procedures, particularly EPR documentation, to ensure robust management of systems within IT Department.



To provide specialist site specific knowledge and feedback to EPR Suppliers and participate in system design and change process activities linked to the development of the EPR service at Lewisham and Greenwich.



To participate and co-ordinate the testing of new software releases and updates and highlight problems which need to be escalated to Systems suppliers.



To test other systems or functions when needed and manage faults through to resolution.



To regularly maintain and update the key master files and tables associated with the day-to-day operations of the acute and community EPR System. This will include: Doctor table, Employee Table, National Doctor Table, Scheduling Tables including Patient letters, Forms and Reports, Printer and Spooler tables. To maintain other, more infrequently accessed tables, when needed.



To deal with the administration and table builds associated with the recruitment of new permanent and locum doctors.



To work without supervision and prioritise queries, incorporating departmental policies and procedures.



To able to work under pressure with constant interruptions and constantly prioritise workload in line with the need of the Lewisham and Greenwich site.



To liaise with the line manager on new ideas to improve the service.



Work as the liaison between the local health communities and the IT team.

The post holder will:

Deliver EPR support to users and support upgrades including assisting with testing. Ensure faults are fixed within timescales defined by the Trust's SLA meeting required KPIs. Effectively monitor the EPR supplier. Ensure business continuity plans are in place. In conjunction with Service Leads develop service specific Standard Operating Procedures (SOP'S). Contribute to the development of policies and procedures that support EPR. Plan and implement delivery of EPR configuration work packages as assigned by the EPR System Manager. Work closely with IT colleagues to achieve the overall aims of the department.

Work force



Supervise assigned agency and bank staff as required. Ensure that working practice complies with the Trust's policies and procedures for Data Protection, Confidentiality and Health and Safety ensuring the environment in which you and other staff work is safe, clean and tidy. Observe and continually promote equal opportunities in compliance with the Trust's policies on Equality and Diversity and Dignity at Work. Ensure the benefits to patients are maximised through careful, economical and appropriate use of NHS resources including equipment, property, money, time, etc

Financial



Comply with SFIs.



Partnerships



Communications and Relationships

The EPR Support Analyst will have the following key relationships:



Systems Team Manager Testing team Senior Integration & Solution Architects Associate Director of Clinical Systems Delivery Associate Director of IT Programmes Deputy Director of IT Chief Information Officer Chief Consultant Information Officer Chief Clinical Digital Officer Senior Trust Managers and other ICT Managers Clinicians IT Programme Manager & PMO Project Staff IT Customer Services Manager IT Infrastructure Manager IT Service Desk Information Governance Manager Desktop support and network support staff External suppliers (Oracle, RiO etc) Trust application users (Acute and Community)

The EPR Support Analyst:

Will be required to communicate complex and occasionally contentious information to groups of staff and or stakeholders in sometimes emotive situations. Provide specialist advice in relation to EPR to the Chief Information Officer, Systems Team Manager, Clinicians, General Managers and Directors across the Trust.

Internal



Will translate and communicate expert technical advice to non-IT Specialists in a clear, concise and understandable manner. Will develop good working relationships with and provide specialist EPR system advice to colleagues across the Trust. Will develop good working relationships with service leads and colleagues across all service lines to ensure that the objectives of the Trust are met. Will produce update reports and performance reports.

External



Will translate and communicate expert technical advice relating to EPR to non-IT specialists in a clear, concise and understandable manner. Will communicate with 3 rd party technical experts. Will develop good working relationships and agree common approaches with agencies across the NHS and wider stakeholders and partners, including:

1. NHS Digital



2. Oracle, RiO and third-party systems



General

The post holder will:

Deputise for the Lead EPR Support Analysts as required. Ensure that audit recommendations relating to EPR are implemented. * Keep abreast of current EPR developments to ensure specialist expert advice is provided to clinical and administrative staff and senior managers.