Backoffice Management Practical Application UK PACS & Teleradiology Group 30 th March 2007 Andrew Dunglison

Theoretical Backoffice Model CfH (Sth) Cluster Domain Peninsula Trusts

Peninsula Backoffice Established from the Peninsula PACS Steering Group meeting. Created in 2006 in response to other Domain problems regarding in- coordination of CRIS/PACS Rotational roles of responsibility Every 6 months (circular)

Peninsula Domain Truro Plymouth Torbay RD&E North Devon

Duties and Responsibilities Synchronization of activities between Cluster and Domain Coordination and timeframe management Maintain support network for: tasks, troubleshooting and queries Input and maintenance of any Domain- wide changes to CRIS

Ensure that changes, information or activities at the Cluster level are passed to Trusts within the Domain Co-ordinate the activities of Trust PACS/CRIS managers to ensure that they are compliant with Domain Policies and Procedures. Act as a nominated point of contact for the Domain Consensus seeking among Trusts within Domain Chair the PPSG (Peninsula PACS Steering Group) meetings:

What is the PPSG Coordinated RIS/PACS deployments Monthly meeting where Local and Domain wide issues are discussed Cluster and CfH activities are raised for discussions

PPSG South Devon Cornwall Hospitals Plymouth North Devon Exeter HSS FJA Invitees include: CfH GE Regular Attendees: PACS/CRIS Managers Radiology Directorate Managers Radiology Clinicians IT Managers HSS/FJA

PPSG Is our SW Peninsula domain meeting / forum Significant positive results for our domain: –Image Sharing Protocols –Formal Image sharing –CRIS changes discussions (passed to CfH) –Shared troubleshooting / problem solving –Keeping domain informed

Other and Future BO Duties Policies, Procedure and Work Instructions Data Quality/Data Management

Policies, Procedure and Work Instructions Participate in the production – share with the Trust Managers Ensure (work toward) compliance with Domain and Cluster Review and improve New applications and deployments/upgrades, ensure documentation are updated and shared among Trust Managers Advise on the guidelines and procedures for Change Management when planning to make interventions on applications systems. Advise on the guidelines and procedures for Local Escalation Contact

Data Quality/Data Management Identified data quality issues within a Trust are queried across the Domain and corrective action to resolve them at the Trust level are provided or sought Where appropriate, conduct Root Cause Analysis and work with other Trust PACS/CRIS Managers to implement preventative actions based on the outcome. Ensure that Lessons Learned from investigations into data quality are shared to each Trust. Centralising the coordination of patient merges within CRIS (trailing) Liase with the Trust PACS/CRIS Managers on the timetabling of changes within the system/ software that impact Trusts business operations (PPSG)

Backoffice Idiots Guide Trust Duties Backoffice Log Request for Change New Codes Request Backoffice er Circular s among the 5 trust administrators

Where does our Domain Backoffice manager sit?

Theoretical Backoffice Model CfH (Sth) Cluster Domain Peninsula Trusts

CfH (Sth) Cluster Domain Peninsula Trusts Current Situation – Rotation Domain Backoffice Management

Does this system work? Disadvantages –Knowledge dependent –Time allocation Advantages –Strong interconnection –Team working –Builds knowledge / skills –Direct hands on CRIS/PACS usage Yes – it does work Yes – it could be improved

Improvement Appropriate training for Domain or Trust Backoffice functions. Formalisation of Backoffice roles and responsibilities ‘Who’s in the zoo’ with clearer channels

CfH (Sth) Cluster Domain Peninsula Trusts Current Peninsula Model

Theoretical Backoffice Model CfH (Sth) Cluster Domain Peninsula Trusts

CfH (Sth) Cluster Domain Backoffice Combination Model Domain Managers Domain Steering Group Trust Steering Group Meeting

Backoffice Domain Management Developing roles and responsibilities Requires co-operation from Trust Managers Requires time allocation Functions via good communication (PPSG + er) Scope for future expansion and formalisation Thank you and have a safe journey