Last review date 10/03/2023
1. Key Performance Indicators
Delivery | Action and Timeline |
Non-urgent Change Request, Updates & Issues | 1. Completed within 20 working days of the request, unless negotiated on a case-by-case basis. |
Urgent Change Request, Updates & Issues | 1. Completed within 5 working days of the request |
Serious Incidents | 1. Notified or acknowledged within 4 hours of occurrence. 2. Resolved within 2 working days of the occurrence |
Escalation requests | 1. Acknowledged within 4 hours of receipt 2. Detailed response within 20 working days of receipt |
NICE Guidance Updates | NICE updates that are relevant for Primary Care will be updated on Ardens within 6 weeks. Any significantly large updates may take longer due to the time required to create, check and clinically govern the new content on Ardens. |
Complaints | 1. Acknowledged within 3 working days of receipt 2. Response within 20 working days of receipt |
2. Escalation Procedure
If you submit a support request to Ardens, we will work together to resolve the request as quickly as possible.
Some support requests are complex and may need clinical input from other Ardens staff so can take longer than we would like to resolve. Where you feel that the support desk is taking too long to respond to your requests, or is unable to adequately resolve your issue, the escalation plan is as follows.
Step 1: Escalation Plan | ||
Team | Escalation To | Method |
Ardens SystmOne | SystmOne Support Team Leader | Email - support-systmone@ardens.org.uk |
Ardens EMIS Web | EMIS Web Support Team | Email - support-emis@ardens.org.uk |
Ardens Manager | Ardens Manager Product Manager | Email - support-manager@ardens.org.uk |
If step 1 has not satisfactorily resolved the issue, then proceed to step 2 to escalate the issue further.
Step 2: Escalation Plan | ||
Team | Escalation To | Method |
Ardens SystmOne | SystmOne Chief Executive Officer | Email - support-systmone@ardens.org.uk |
Ardens EMIS Web | EMIS Web Chief Executive Officer | Email - support-emis@ardens.org.uk |
Ardens Manager | SystmOne Chief Executive Officer | Email - support-manager@ardens.org.uk |
If steps 1 and 2 have been completed and the issue has still not been satisfactorily resolved then the final step is to escalate this to the Board of Directors.
Step 3 Escalation Plan | ||
Team | Escalation To | Method |
Ardens Board of Directors | Ardens Directors | Only after completing steps 1 & 2. Internal business process |
Please note escalation requests by telephone should also be confirmed in writing by email. Escalation emails for any of the steps should be clearly labelled as an escalation request.
3. Escalation Management
Ardens will acknowledge the escalation within 4 hours during Support Hours by logging the escalation and detailing the next steps.
Upon request, Ardens will provide a detailed response addressing all points raised within the escalation within 20 working days of the escalation acknowledgement.
Following our detailed response and where there are outstanding actions, Ardens will continue to communicate with the organisation until the escalation is fully resolved.
3. Complaints
Delivery | Action and Timeline |
Complaints | 1. Acknowledged within 3 working days of receipt 2. Response within 20 working days of receipt |
If you would like to make a complaint, please fill in our online form here.