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At Health Systems Support we specialise in Electronic Patient Record programmes. Everything we do is focused on helping your organisation get to go live as efficiently as possible, maximise the benefits from your new or improving EPR, and transition smoothly to business as usual.

We genuinely believe in the benefits an EPR can bring to an organisation, but we also understand how those benefits can be lost, and the risks that the process of going live can introduce. We want to help organisations get the most from their implementation and mitigate risk by giving them access to our decades of experience in the industry, that is why we offer free consultations. Obviously we would love to win your business, but if you want to confirm/challenge your assumptions, or even just gossip about the industry, we would be happy to talk to you.

 

Unparalleled experience

It is hard to get a sense of what a company values and how it delivers it’s services from a list of products, so we’ve pulled together some specific examples of what we can do for you below. If you want to learn even more about how we excel in delivering value to our clients, we would encourage you to read the linked case studies too.

  • Health Systems supports designs, develops and delivers training support that bridges the gap between product design and end user acceptance. Our training is designed to minimise the time away from usual duties without impacting the users ability to use a new system effectively at cut over and go live.

    Features


    - Effective Strategy and Planning
    - Clinical input to training content and delivery
    - Experienced in delivering elearning, classroom webinar and 1:1 training
    - Governance, mentoring and assurance services available
    - Health systems Support Management team have extensive Training governance experience
    - Training project management methodology and experience
    - Choice of outsourced delivery, assurance, governanance and mentoring services
    - Management team easy to reference with other Trusts
    - Management team clinical and operational
    - Oracle Health, Altera Sunrise, EMIS, Epic, MEDITECH, Nervecentre, Dedalus, Rio, Trakcare, TPP SystmOne, System C CareFlow, BadgerNet

    Benefits


    - Clear milestones and deliverables
    - Enhanced clinical engagement and adoption
    - Reduced training workstream risks
    - Assurance for Operational management and board
    - Choice of support to match training requirements of the Trust
    - Training design that accepts operational and clinical challenges
    - Focus on end user engagement, acceptance, adoption and clinical outcomes
    - Structured knowledge and skills transfer enabling Trust to self support
    - Value for money, clearly auditable delivery objectives.
    - TNA, Training Programme design, Training, e-learning, Champion/ Super User programme

  • Health Systems Support provides unparalleled Go Live Support services, ensuring a smooth transition during critical system launch phases. Leveraging our innovative Go Live Support Tool, we offer rapid onboarding and localisation of extensive floorwalking teams, capable of deploying over 100 specialists with less than a month's notice. Our approach emphasizes the effective use of the Trust's existing superuser teams, enhanced by exceptional shop floor reporting and the efficient utilization of floorwalking teams through our proprietary support tool. With extensive experience across various methods and sizes of go-live scenarios, we guarantee a seamless transition to new systems, minimizing disruptions and maximizing operational efficiency.

    Features

    - Comprehensive Go Live Support Tool for connecting endusers directly to at the elbow support
    - Rapid deployment and localisation of large-scale floorwalking teams
    - Strategic integration of the Trust's existing superuser teams
    - Exceptional real-time reporting capabilities, and the expertise to pivot support accordingly
    - Proven efficiency in floorwalker utilization, maximizing on-the-ground support
    - Extensive experience with diverse go-live scenarios, from small to large-scale implementations
    - Customizable support plans tailored to each Trust's unique needs and constraints
    - Health Systems Support Management team's vast go-live strategy and execution experience
    - Seamless coordination with all major EPR systems, including Altera Sunrise, Oracle Health, EMIS, Epic, Dedalus, MEDITECH, Rio, Trakcare, TPP SystmOne, System C CareFlow, BadgerNet

    Benefits
    ‍ ‍
    - Ensured operational continuity and minimized disruption during go-live
    - Rapid adaptation and issue resolution through effective floorwalker presence and reporting
    - Enhanced user confidence and system adoption with targeted support
    - Strategic use of Trust's resources, optimizing superuser team involvement
    - Comprehensive coverage and support, regardless of go-live scale or complexity
    - Tailored support strategies, ensuring alignment with Trust's operational goals and timelines
    - Direct and efficient communication channels for real-time support and feedback
    - Demonstrated value for money with clear, auditable outcomes and benefits
    - Strong foundation for post-go-live support and continuous improvement initiatives

  • At Health Systems Support, we’ve developed a suite of Programme Support Tools, originally crafted for our internal use, to standardize and enhance the delivery of healthcare IT implementations. These tools are designed to embed our deep-rooted methodology and expertise into every project, ensuring repeatability and consistency. By facilitating easy coordination across complex methodologies and ensuring key performance indicators (KPIs) are trackable and assigned, our tools embody our commitment to delivering services that leverage the full breadth of HSS experience. Moreover, they ensure compliance with the ISO standards we are accredited in (9001, 14001, 20001, 23301, 27001), demonstrating our dedication to excellence in quality management, environmental management, information security, and beyond. Our inhouse development team can also create bespoke tools for a given project, for example we have built a scheduling and booking system for classroom training with only 2 weeks’ notice when a client’s LMS was unable to meet the requirements for go live.

    Features


    - Integrates HSS's proven methodology and expertise, making our approach to project delivery repeatable and consistent across all engagements.
    - Provides a foundation for the iterative improvement of our methods, ensuring that our services evolve to meet the changing needs of the healthcare sector.
    - Simplifies the coordination of intricate methodologies, making it easier to manage complex projects across Trust and HSS teams.
    - Embeds a robust system for KPI tracking, with clear accountability assigned to named individuals, ensuring measurable, trackable progress.
    - Complies with multiple ISO standards, reflecting our unwavering commitment to delivering services that meet the highest international standards for quality, security, and environmental management.
    - Our Go Live Support Tool is available as a discrete licensed software solution, offering flexibility in how our expertise can be leveraged, while our Training Development Tool and Pathway Validation Tool are currently available as part of a managed service, with plans to offer them separately as they continue to develop.
    - Utilizes low-code software solutions for quick concept builds, allowing for fast iteration and deployment of support tools.


    Benefits


    - Ensures that services delivered are reflective of HSS’s extensive experience and methodology, rather than relying solely on the expertise of the individual delivering the service.
    - Facilitates seamless project management and delivery, enhancing the efficiency and effectiveness of healthcare IT implementations.
    - We maintain an internal development team who can create bespoke tools for projects as their necessity becomes apparent.
    - Provides the agility to respond to and address project-specific needs rapidly, ensuring that challenges are met with effective, tailored solutions.
    - Provides transparent, actionable insights into project performance, enabling better decision-making and continuous improvement.
    - Assures clients of the quality and reliability of HSS’s services, with adherence to ISO standards for quality, security, environmental management, and more.
    - Positions HSS at the forefront of healthcare IT implementation and support, with tools that are designed to evolve, ensuring our clients always benefit from the most advanced and effective solutions available.

“It was a pleasure working with Victoria to deploy a large EHR system. Victoria showed a strong desire to do what was right to provide training and support to hospital staff during the process. We adopted a role-based approach to training which worked well, but added complexity. In this context, Victoria’s deep experience of working in a healthcare environment was very valuable. I would love an opportunity to work with Victoria again”
— COO - Trust implementing Epic

We Can Join and Support You, Wherever You Are in Your Programme

We provide intelligent support for your Health Systems implementation. Sharing lessons learned with Trusts optimising their clinical services through the implementation, stabilisation or optimisation of EPR/EHR Systems. Specialists in Change, Training, RTT and go-live support, HSS provide a fully managed/ outsourced support model or can just ‘plug the gaps' against agreed deliverables. Offering planning, analysis, design, configuration, implementation, change, training, go live & optimisation support. We deliver transformation and business benefits in partnership with your Programme/ Project Team with a wider Trust engagement.

We work with you to build a sense of ownership amongst teams, accelerating the adoption of new ways of working. Our services, by virtue of their agile and iterative approach, are particularly well suited to support Cloud based transformation projects.

You can see a list of all our services broken up by programme stage below…

  • Pre Build/ Pre Deployment Data Collection - Data Collection Workbook Tool
    Pre Build/ Pre Deployment Data Collection - Data Validators
    Pre Build/ Pre Deployment Data Collection - DCW Load Specialist
    Pre Build/ Pre Deployment Data Collection - Junior Data Collection Staff
    Pre Build/ Pre Deployment Data Collection - Project Management
    Pre Build/ Pre Deployment Data Collection - Specialist Data Collection Staff
    Process Engineering - Business Analysts
    Process Engineering - Current State Process Mapping
    Process Engineering - Future State Design
    Process Engineering - Process Design Development Tool
    Process Engineering - Project Management

  • Procurement Support - Analysts
    Procurement Support - Business Case Support
    Procurement Support - Financial Planning
    Procurement Support - Management
    Procurement Support - Recruitment and HR Setup and Support
    Procurement Support - Validation and Assurance
    Procurement Support - Workforce Transformation

  • Programme Management - Financial Manager
    Programme Management - Manager
    Programme Management - Office, Initialisation and Delivery
    Programme Management - Solution Architects

  • Training Needs Assessment Tool

  • Build - Config Analysts
    Build - Management Tracker Tool
    Build - Project Management
    Configuration - Configuration and Build Tracking Tool
    Configuration - Junior Analysts
    Configuration - Project Management
    Configuration - Senior Analysts
    Data Migration - Business Analysts
    Data Migration - ETL Developers
    Data Migration - Migration Tracking Tool
    Data Migration - Project Management
    Data Migration - Test Management
    Data Migration - Testing
    Integration/ TIE Validation - Business Analysts
    Integration/ TIE Validation - Interface Tracking Tool
    Integration/ TIE Validation - Project Management
    Integration/ TIE Validation - Test Management
    Integration/ TIE Validation - Testing
    Integration/ TIE Validation - TIE Developers
    Mandatory/ Statutory Reporting - BI Developers
    Mandatory/ Statutory Reporting - Business Analysts
    Mandatory/ Statutory Reporting - Data warehouse Developers
    Mandatory/ Statutory Reporting - Database Admin
    Mandatory/ Statutory Reporting - Project Management
    Mandatory/ Statutory Reporting - Requirements Gathering Tool
    Mandatory/ Statutory Reporting - Test Manager
    Mandatory/ Statutory Reporting - Testing
    Operational Reporting - 18 week wait Dashboard
    Operational Reporting - A&E Dashboard
    Operational Reporting - BI Developers
    Operational Reporting - Business Analysts
    Operational Reporting - Capacity and Demand Dashboard
    Operational Reporting - Client Driven Dashboard
    Operational Reporting - Dashboard Developer
    Operational Reporting - Data warehouse Developers
    Operational Reporting - Database Admin
    Operational Reporting - Diagnostic Dashboard
    Operational Reporting - Pathology Dashboard
    Operational Reporting - Pharmacy Dashboard
    Operational Reporting - Project Management
    Operational Reporting - Requirements Gathering Tool
    Operational Reporting - Test Manager
    Operational Reporting - Testing
    Operational Reporting - Workforce Planning Dashboard

  • Benefits - Communication Material Development
    Benefits - Data Collection Tool
    Benefits - Junior Analysts
    Benefits - Manager
    Benefits - Realisation Tracker Tool
    Benefits - Senior Analysts
    Business Continuity - Business Analysts
    Business Continuity - DownTime Pack Creation
    Business Continuity - Project Management
    Business Continuity - SOP Creation
    Business Continuity - SOP Development Tool
    Site Readiness - Data Collection and Tracking Tool
    Site Readiness - End User to Device Deployment Analysts
    Site Readiness - Infrastructure Planning
    Site Readiness - Junior Data Collection Staff
    Site Readiness - Network Engineers
    Site Readiness - Physical Space Provisioning
    Site Readiness - Project Management
    Technical Dress Rehearsal - Project Management
    Technical Dress Rehearsal - TDR Data Collection Tool
    Technical Dress Rehearsal - Testers
    Technical Dress Rehearsal - Validation & Audit Team
    Testing - Junior Testers
    Testing - Senior Testers
    Testing - Test Lead
    Training - Classroom Delivery
    Training - E-Learning Production
    Training - Pre Live Programme Management
    Training - Script Writing
    Training - Super User Programme Management
    Training - Training Development Tool

  • Go Live - Cut Over Plan Development
    Go Live - Cut Over Project Management
    Go Live - Cut Over Readiness Assessment Tool
    Go Live - Floorwalker Provision
    Go Live - Floorwalker/Super User Management
    Go Live - Help Desk Provision
    Go Live - Cut Over and Go Live Support Tool

  • Data Quality - Class Room Training
    Data Quality - Data Quality Investigation and Validation tool
    Data Quality - E-Learning Production
    Data Quality - Investigation and Process Standardisation
    Data Quality - Programme Management
    Data Quality - Training Materials and SOPs
    Data Quality - Validators
    Training - BAU Training Materials Conversion

  • Training - BAU Classroom Training
    Training - Learning Management System
    Training - Standardised Office 365 Training
    Training - Standardised Statutory Training

 

Case Studies

At Health Systems Support we are proud of our work and the case studies below allow us to express that. Each case study is a testament to our commitment to excellence, innovation, and the provision of managed services and software solutions that meet the complex needs of today's healthcare sector. Here, you'll find an overview of diverse projects, detailing our clients' challenges, our tailored approaches, and the positive outcomes achieved. These narratives not only highlight our expertise but also our dedication to supporting healthcare providers in enhancing patient care and operational efficiency. Dive into our case studies to discover how we're making a difference in the health systems we support.

  • A leading healthcare provider located in Surrey, faced challenges in optimising patient care due to the implementation of a new EPR System (Epic). To address these issues, a comprehensive solution involving the integration of Heath Systems Support by supplying proactive HSS Trainers and an experienced Training Manager along with additional administrative support was proposed, The implementation process entails a phased approached focusing on seamless integration, staff training and continuous monitoring to ensure successful adoption and sustained improvements in patient care delivery.
    Post Go Live, HSS provided a solution that would benefit the trust during their stabilisation and into business as usual (BAU) known as Thrive & Revive. This allowed trainers and end users to collaborate and have further hands-on experience in utilising the Epic system which resulted in increasing confidence and ensuring patient care was delivered safely.

  • Full case study coming soon.

  • In June 2022, the Trust successfully merged multiple legacy systems into the Epic system, providing all sites with a unified administrative and clinical platform.

    A significant challenge post go live was Trust’s ability to produce various statutory, mandatory and operational reports, hindered by data quality issues. Before these reports could be submitted, the factors affecting their quality had to be addressed.

    It was vital that the data in these reports was accurate, and correctly captured the trust's activity giving a true picture of the Trust’s performance l for patient safety, operational efficiency and financial recovery. HSS provided a data quality team to assist in the post live validation and long term correction of these reports.

  • Full case study coming soon.

  • Full case study coming soon.

  • Full case study coming soon.

  • Full case study coming soon.

  • Full case study coming soon.

  • Four months prior to the planned go- live and despite repeated attempts to effectively resource the project team the Trust identified that they needed an experienced partner to support their internal team and bring experience of successful Epic deliveries elsewhere. By leveraging our expertise in staff development and training, coupled with innovative approaches to digital transformation and health systems integration, we supported the Trust with the necessary tools and knowledge to optimise their IT transformation enabled by the introduction of their health systems effectively.

    Our service encompassed a multi-faceted approach, including:

    A review of the plan and recommendations for improvement

    Mentorship of internal team

    Identification of resource gaps and solutions for managing them

    Providing experienced resources to meet the needs of the training workstream.

    Creation of a training schedule to match the needs of the end users and minimise time impact for releasing staff.

    Optimisation of the Learning Management System (LMS)

    Board level assurance and communication.

    The anticipated outcomes of this initiative included enhanced staff competency in IT health systems, streamlined workflows, and overall, improved patient care outcomes. Through our collaborative efforts, the Trust achieved a more efficient, resilient, and technologically agile future.

  • Full case study coming soon.