Informatics System Support

4 weeks ago

Blackburn, United Kingdom East Lancashire Hospitals NHS Trust Full time

The Informatics Systems Support & Training Officer provides a first point of contact for all service users of multiple hospital services out of core business hours. Providing an effective and efficient support and training service across multiple patient based IM&T systems with the ability to use own initiative to resolve, triage and prioritise calls, escalating as appropriate to system suppliers or on call services in the event of major disruption to services
- To communicate and provide first line diagnostic support to callers to identify, assess, resolve and refer problems on patient based IM&T systems and feedback information which maybe complex to non IM&T staff.
- Use problem solving skills to assess calls from end users and use judgements to assess events and problems that require an appropriate course of action including escalation to system suppliers or IT on call staff.
- Ensure all system support calls are answered promptly and courteously within agreed levels.
- Monitor regularly the progress of incidents and requests and escalate calls where necessary as defined in procedures to differing members of the team.
- Responsibility for the delivery, co-ordination and support a high quality specialist training to a variety of administrative and clinical staff on various Trust IM&T Systems including; Clinicom PAS, PatientCentre, EPTS (Bed Board), ICE Desktop, Emis Community, Endovault (Endoscopy System), Theatreman and other patient based systems. Conducted in a co-ordinated and professional manner within relevant timescales. Provide cover within the Informatics Department as and when required.
- To log faults on behalf of users and liaise with system suppliers as and when required and maintain accurate records relating to these faults and highlight outstanding unresolved issues.

Established in 2003 East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute secondary healthcare for the people of East Lancashire and Blackburn with Darwen.

Our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 700,000 patients a year from the most serious of emergencies to planned operations and procedures. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work and achievements.
- To actively seek to maximise data quality and integrity of information used across the health community.
- Conform to ELHT Informatics policies, procedures and working practices at all times.
- To provide all trust staff with the skills necessary for them to use IM&T systems efficiently in the areas of the system used within their own specialty/department for the delivery of patient care through high quality and relevant training programmes incorporating the relevant organisational values, objectives, policies and procedures to support the system and its use.
- Maintain safe use of all IT equipment used and ensure secure working on all IT systems.
- Issue and deactivate user IT accounts for all systems.
- Liaise with informatics colleagues to agree, implement and maintain fault/issue reporting procedures.
- Liaise with system suppliers, reporting problems as and when required.
- Manage all system working processes, following guidelines and escalating issues as required to on call services.
- Communicate with external organisations, such as system suppliers and other multi-disciplinary organisations.
- Ability to deliver training to a variety of audience types from one to one training, classroom environment and Staff Induction sessions.
- Ability to communicate with all levels of staff and use a variety of techniques to enhance learning and have the ability to communicate technical understanding to non IM&T staff.

TRAINING & DEVELOPMENT
- Assist with the preparation of learning environments, organisation and co-ordination of diaries with staff for the facilitation of training and preparation including the layout, setting up equipment and learning aids.
- Provide comprehensive training to Clinical and non-clinical staff on multiple Trusts IT systems some of which are specific to Departments/Specialties..
- Ensure that all training records and assessments are completed as appropriate.
- Assist with the development of courses to accommodate differing skill levels and learning styles.

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