Post implementation support

Problem

An issue with the quality or content of the data for example the incorrect codes have been used.  

Expected outcome

Have a discussion with the publishing organisation to address issues.  We would not be involved unless the issue can not be resolved locally.  

Problem

Unable to consume events in the local system 

Expected outcome

Initial local investigation and diagnosis if completed to determine if

• aligns to latest version of FHIR profile
• the certificate has expired

We would not be involved unless an agreement can not be reached locally.  

Problem

I do not know who this person is.

Expected outcome

Start local investigation and diagnosis to be completed to determine if the subscriptions are accurate. 

We may be involved following any local investigation and diagnosis. 

Problem

I have stopped receiving events for a patient I have a legitimate interest in.

Expected outcome

Start a local investigation and diagnosis. The reasons for this may include the S flag has not been applied in Personal Demographics Service (PDS)  so events are not being sent. Or the subscription may have failed or become corrupted.  

If you are a supplier you should aim to resolve any end user issues before speaking to the NEMS team. If you need to report an issue please contact the National Service desk.  

During the onboarding process, all connecting parties will be added to the Platforms Support Newsletter distribution list. The newsletter informs users of forthcoming changes to the NEMS Service that are deployed to the NEMs test environments (this is currently the Integration environment and referred to as INT for short) prior to Live.

If these newsletters are not received in the first two weeks following go-live, contact the Platforms Support Desk to be added to the distribution list.