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Backoffice Management

Backoffice Management. Practical Application UK PACS & Teleradiology Group 30 th March 2007 Andrew Dunglison. Theoretical Backoffice Model. CfH. (Sth) Cluster. Peninsula Trusts. Domain. Peninsula Backoffice. Established from the Peninsula PACS Steering Group meeting.

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Backoffice Management

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

  2. Theoretical Backoffice Model CfH (Sth) Cluster Peninsula Trusts Domain

  3. 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)

  4. Peninsula Domain North Devon RD&E Truro Torbay Plymouth

  5. 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

  6. 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:

  7. 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

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

  9. 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

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

  11. 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

  12. 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)

  13. Backoffice Idiots Guide • Trust Duties • Backoffice Log • Request for Change • New Codes Request • Backoffice emailer  • Circular emails among the 5 trust administrators

  14. Where does our Domain Backoffice manager sit?

  15. Theoretical Backoffice Model CfH (Sth) Cluster Peninsula Trusts Domain

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

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

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

  19. Current Peninsula Model CfH (Sth) Cluster Domain Peninsula Trusts

  20. Theoretical Backoffice Model CfH (Sth) Cluster Peninsula Trusts Domain

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

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

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