Backoffice ManagementPractical Application

UK PACS & Teleradiology Group30th 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

HSSFJA

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 emailer •Circular emails 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 usageYes – 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 responsibilitiesRequires co-operation from Trust Managers

Requires time allocationFunctions via good communication (PPSG + emailer)

Scope for future expansion and formalisation

Thank you and have a safe journey