Job summary
- Main area
- Digital Services
- Grade
- NHS AfC: Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 393-NMUH-955-B
- Employer
- North Middlesex University Hospital NHS Trust
- Employer type
- NHS
- Site
- NMUH
- Town
- London
- Salary
- £32,720 - £39,769 per annum inclusive of HCAS
- Salary period
- Yearly
- Closing
- 07/05/2024 23:59
Employer heading
Community Services Patient Systems Officer
NHS AfC: Band 5
The North Middlesex University Hospital NHS Trust is a medium-sized acute and community trust with over 525 beds and over 600 community staff, serving more than 600,000 people living across Enfield and Haringey and the surrounding areas, including Barnet and Waltham Forest.
The hospital has been on its present site for over 100 years and was established as an NHS trust by statute in December 1990. The Trust’s services are provided on the North Middlesex University Hospital site as well as a range of community sites across the London Borough of Enfield, including at partner hospitals. They provide services in collaboration with a range of partners, including local GPs, acute, mental health and other community health service providers across North Central London.
In the year ending 31 March 2022, the Trust reported a turnover of £419.7m and employed almost 4,000 staff. Following the transfer of Enfield Community Services on 1st April 2023, this has increased as we have welcomed over 600 new staff including District Nurses, Community Matrons, Community Physiotherapists, Psychologists and many more across a wide range of adult and children’s community services in Enfield. It is an exciting time to join North Mid as we continue our journey to become an integrated care organisation to deliver high quality, seamless care in our local communities, with a focus on tackling health inequalities.
Job overview
The Patient Systems Officer will be responsible for monitoring clinical systems and service users issues via the Helpdesk portal, responding to issues in a professional and timely manner.
Liaison with suppliers to ensure prompt resolution to issues and communication with all Trust users is central to this role.
Close work with Project Teams will ensure a smooth transition of new systems into the business as usual workflows.
Main duties of the job
- To provide general clinical application support to service users using most appropriate method of communication ie Teams, F2F or telephone.
- To monitor and maintain all helpdesk calls logged on the portal and respond to users within agreed SLAs
- To work closely with Helpdesk team to ensure they are kept up to date with relevant changes.
- To diagnose issues and resolve where able. Escalation of issues to relevant team members, third party suppliers where appropriate
Working for our organisation
North Mid is part of North Central London integrated care system – consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS’s, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.
We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George’s University Grenada, and for nursing and midwifery students from Middlesex and City Universities.
Take a tour of our hospital here
Detailed job description and main responsibilities
- Systems Support
- To provide general clinical application support to service users using most appropriate method of communication ie Teams, F2F or telephone.
- To monitor and maintain all helpdesk calls logged on the portal and respond to users within agreed SLAs
- To work closely with Helpdesk team to ensure they are kept up to date with relevant changes.
- To diagnose issues and resolve where able. Escalation of issues to relevant team members, third party suppliers where appropriate
- To prioritise helpdesk calls according to the severity of the problem in line with agreed IT services resolution priorities.
- To record and maintain progress of faults and update users at regular intervals
- To liaise with suppliers, users and IT staff and carry out testing required ensuring a speedy resolution to problems.
- To monitor system performance and other issues, escalating recurrent or major problems or patterns to Advanced Patient Systems Officer and contributing to their resolution.
- Raise tickets with relevant suppliers using portals or helpdesks where appropriate
- To provide applications support administration – security and access control (RBAC)
- Respond to user requests for system changes, routing the request through the appropriate channels for authorisation
- Carry out impromptu testing on specific functions as directed by the Config and Test team.
- Maintenance of user accounts, ensuring accounts are disabled and activated in line with IG procedures.
- To maintain accurate records on PAS including the addition and removal of users and HCPs.
- Notify all relevant teams within the Trust of the addition of Consultants or changes to the core config which may impact their activity, eg Coding and Costings teams.
- Regular liaison with other internal teams such as Informatics, Coding, DQ, RTT, keeping them up to date with changes to the system.
- To grant access to relevant systems with appropriate level of authorisation from managers eg, access to HIE, Careflow Connect etc.
- Working with services to address any system issues and contribute to the improvements to the system to support improved user experience for the benefit of the patient.
- Management
- To take responsibility for workload and deadlines, ensuring tasks are completed in accordance with overall Workload plans and Service Level Agreements.
- Actively participate in team meetings and provide support and assistance to other team members sharing knowledge and experience.
- General
- To keep up to date with operational developments throughout the hospital, highlighting any changes, which may have an impact on the way in which data is collected on patient systems.
- To keep up to date with working practices (and changes therein) in order to support and/or train users of systems effectively
- To keep up to date with IT work plans, and the team’s contribution to the directorate. To keep up-to-date with Information Governance and advising users of its impact in relation to the use of systems.
- To contribute to the development of policies and practices in order to continually improve the service.
- To communicate with all levels of staff across the Trust in a professional and respectful manner.
- To assist in ensuring high Data Quality to ensure that Trust targets are met and standards are sustained.
- To ensure all mandatory training is kept up to date.
- Undertake training as necessary in line with the development of the post and as agreed with the line manager as part of the personal development process.
- Achieve and demonstrate agreed standards of personal and professional development within agreed timescales.
- Identify own learning needs and jointly plan training requirements with your line manager
- Participate in the Trust’s appraisal process to discuss how your role will help deliver the best possible care to our patients and help to deliver any changes in service.
Person specification
Education & Qualifications
Essential criteria
- Knowledge of a range of IM&T areas acquired through qualification to degree or equivalent level or relevant experience
- Knowledge and experience of the use of IT in healthcare.
Desirable criteria
- PRINCE 2 Foundation qualification in Project Management
- RIO systems administration training certification.
Skills and Abilities
Essential criteria
- Provides and receives information on IT matters which may be complicated; provides training in own area of expertise
- Analyses situations / information to identify and resolve a range of problems e.g. computer system errors, user, computer or programme problems, data errors, identify and analyse sources of variations, errors in information reports.
- Planning tasks and activities which may require adjustment due to variable workload / interruptions.
- Inputting and manipulating data, information into computer databases, system; uses fine tools when working on IM&T systems
Desirable criteria
- Knowledge and experience of System C Careflow products.
Personal Qualities
Essential criteria
- Ability to work with a minimum of supervision and act independently within defined areas.
- Flexible attitude to meet the needs of the service.
- Demonstrates team player attributes including being approachable, friendly and helpful to all colleagues.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Francesca Zicchi
- Job title
- Head of Patient Systems
- Email address
- [email protected]
- Telephone number
- 0208 8874564
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