Getting support for migration issues

Migrations often run smoothly, however issues can sometimes occur. If this happens, work with your IT delivery partner and suppliers to get the most immediate support throughout the migration process. You may need to involve your commissioner to negotiate a resolution with a supplier if it takes longer than expected or is not a solution that all parties agree on.

The following sections explain:

1. What suppliers are committed to do during a migration
2. Potential issues to be aware of
3. When, where and how to escalate and the path to take to get them resolved

Suppliers are committed to resolving any issues that might occur during a migration under the 'Overarching Standards' on the GPIT Futures framework. For a supplier to provide a clinical solution in the framework, they must meet the required conditions.

For clinical system migrations this is addressed in the: 

• Data Migration Standard
• Service Management Standard
• Training Standard

These are essential for suppliers to fulfill when migrating GP practices’ clinical systems (also known as foundation solution).

There are potential issues to be aware of during different stages of a migration. The following examples of activities describe when these types of issues could occur and the relevant Standard(s) that may be affected. They are referenced from the Overarching Standards on the GPIT Futures framework.

The pathway and what to consider for deciding when to include other parties to get your migration issue resolved.

1. Discuss with the suppliers 

Planning, preparation and communication should be done ahead and be referenced throughout the migration process, to prevent issues from occurring. However, if issues do happen, work with your suppliers to come to a suitable resolution. If an issue persists or there has not been a consensus reached, then consider the next step.

2. Reach out to the commissioner or Integrated Care System 

If a supplier doesn’t resolve the issues you have raised in the time frame specified in the contract with your supplier, then speak to your commissioner's contacts.