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Part of Implementing Child Protection – Information Sharing (CP-IS) in health settings a step by step guide

Appendix E Incident Support Model

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CP-IS incident support model

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CP-IS incident support model

End user

1. Local authority or NHS organisation end user contact their service or ICT help desk.

2. local IT investigate the issue

Local It resolve it yes or no.

Yes: local IT agree closure wit the end user.

No 3. The supplier investigates the issue.

4. HSSI: Yes, inform NHS England's service bridge and provide updates until resolution. The service bridge coordinates. Or the supplier identifies an issue.

5. No: Can the supplier resolves the issue.

6. Complete MDS and submit to NHS England's service bridge.

NHS England identify an issue

7. Identify resolver group

8. The issue is sent to NHS England service management.

Is it resolved, if no inform NHS England's service bridge and provide updates until resolution. The service bridge coordinates. Or the supplier identifies an issue.

National Care Records Service (NCRS) users to follow their local IT Service Desk contact process who in turn would either resolve or pass onto their Supplier as in stages 2 and 3 displayed in the image above.  

Last edited: 26 March 2024 11:57 am

Chapters

  1. Implementing Child Protection – Information Sharing (CP-IS) in health settings a step by step guide
  2. Before we start
  3. Project management, stakeholder engagement and governance
  4. Access and Smartcards
  5. Technical
  6. Business processes
  7. Going live/managing the live service
  8. Appendix A – Index of contents
  9. Appendix B – Implementation Plan
  10. Appendix C : CP-IS NCRS user guide
  11. Appendix D Auditing local CP-IS usage in NCRS (using the Spine Reporting Service)
  12. Appendix E Incident Support Model