CfH gives clean bill of health
The KMHIS Service Desk has passed the annual NHS Connecting for Health (NHS CfH) accreditation re-assessment with flying colours. The team at Prospect House were put through their paces on 8 October by two CfH assessors who spent half a day on site.
During the assessment they met with Ann McNeill - Service Desk Team Leader, Sue Deal - Process & Training Coordinator, Simon Broad – System Administrator, Janna Courtney – Service Performance Team, Head of Service Management Vince Watkins and Service Performance Manager, Pauline Swindells, for discussion and evidence gathering sessions.
The NHS CfH team were impressed by the KMHIS staff’s enthusiasm, commitment to service improvements and the tools and processes which had been developed to provide an integrated approach to effective service desk delivery. They were also impressed with the body of evidence produced, customer communication, SLA Management, Service Catalogue and cost model.
Commenting on the re-accreditation visit, David Williams, NHS CfH Service Delivery Manager, said: “It was great to meet with the Kent & Medway HIS team and their enthusiasm throughout the day made the re-audit a very positive experience."
In giving their assessment verdict NHS CfH stated:
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Overall, the re-assessment against the National Accreditation Criteria reflected a very effective use of process and technology within the HIS, as well as a focussed and informed team. There was also evidence of a strong drive and commitment towards continuous service improvement within the delivery of the Service Desk function.
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The Service Improvement Plan and related activity was in particular well evidenced as was the Customer Communication, SLA Management, and the Incident Management tool processes. The tool deployed within your team has been developed to provide an integrated approach to effective service desk delivery, and the planned activity will serve to enhance this.
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The engagement with your customers and the Service Catalogue and cost models, provide clear and consistent communication of what your team can offer and how they can assist. These elements coupled with the ease of access to your service indicate a strong commitment to your end users supported by the good processes deployed within an effective technology framework.
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The accreditation criteria were all well evidenced and demonstrated how effectively the function is delivered. The strong focus on productive CSI to improve against the accreditation elements is also well evidenced.
Pauline Swindells, Service Performance Manager, said: "It’s a wonderful feeling knowing that the Service Desk has retained its National Accreditation status to such a high standard.
"The assessors spent considerable time investigating and checking that we fully met, or are working towards meeting the requirements of the assessment criteria. The national reaccredited status is richly deserved by the Service Desk and the teams involved and continues to demonstrate the on-going success of our service improvement plans. I would like to thank the desk and the supporting teams for their input and cooperation in ensuring that we were successful."
