London Care Record Senior Support Analyst

Key responsibilities

The post holder is an expert technical member of the System Support Team and is responsible for the technical support of the London Care Record (LCR) / Health Information Exchange (HIE) system.

• Ensure that all systems are interfaced appropriately to the HIE, improving data quality, avoiding duplicate data entry and saving valuable clinical and administrative time.
• Identify technical and process needs, provide recommendations for appropriate solutions associated to the development and expansion of the HIE.
• Provide database management for the HIE solution and manage file transfer and integration related to the system.

Key Result Areas & Performance

• To provide first and second line support for the Trust’s HIE system and any other key applications which are supported by the Lewisham and Greenwich IM&T Department.
• To be responsible for managing all TrackIT logs, allocating them to the HIE support staff as appropriate and ensuring compliance with SLAs and KPIs.
• To undertake specific system administration activities to ensure the smooth running of key systems including producing regular KPI reports on the application team performance.
• Provide recommendations to the Senior Integration and Solution Architects concerning issues of productivity, workflow, integration management and new standards related to HIE.
• The post holder will be expected to lead HIE Integration projects, and act as the Trusts HIE integration technology expert internally and externally.
• Ensure that all developments and changes are fully documented, and auditable and change control policies are adhered to.
• To ensure that Change Control Procedures are followed.
• To be responsible for ensuring that systems are changed to meet new requirements.
• To negotiate with Cerner and third-party teams on the timing and implementation of system configuration Service Request updates and communicate these to the Trust.
• To develop new, transitional and migration plans to optimise data sharing connections for the HIE with the use of FHIR, HL7 technologies aligned to the London Data Strategy.

Working for our organisation

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream, To develop software in corporate and clinical systems in line with the changing needs of the Trust, ensuring a clear understanding of procedure and protocol as well as ensuring high quality at all times.

In conjunction with the Senior Integration and Solution Architect, manage and action all requests for change building new functionality as required.

To assist with the planning and implementation of HIE system upgrades, providing technical advice to users to enable them to deliver the potential benefits of IT systems.

To ensure the Trust maximises the benefits and minimises the dis-benefits of the HIE System. This is turn requires the post holder to contribute to the change management/ transformation activities associated with the Service and communicate complex issues to a wide range of staff.

To deputise for the Senior Integration and Solution Architect as required.

Provide guidance and specific technical training.

The post holder will develop good working relationships across the local GP community, London Boroughs of Lewisham, Greenwich, Bexley and Bromley, Health and Social Care and local CCGs as appropriate.

The post holder will act as a focal point for liaison with all IT team members and clinical staff from within the Trust, local boroughs, local CCGs and social care in order to facilitate collaborative working and mutually beneficial solutions to clinical application issues between the Trust and community.

Assist with identifying new training needs and support the development of appropriate materials to support and encourage change or improvement

Assist the Senior IT Trainer in delivering training to services in Clinical systems and data quality policies and procedures where required.

Monitor system performance, user levels and other KPI’s as directed by the System Team Manager.

System Support

• To provide in-depth specialist knowledge of key LGT managed IT systems. To ensure that Lewisham and Greenwich systems are maintained to a very high standard at all times, taking a particular interest in developing own knowledge of how systems work and their potential to benefit the Trust.
• To receive prioritise and resolve HIE Service issues using the IT Service Desk system ensuring logs are closed within specific timeframes or escalating to another division of the IT Department.
• To apply high level specialist knowledge and logic to trouble shooting problems ensuring the relevant personnel are involved or consulted for advice to resolve problems thoroughly and quickly.
• To take ownership and lead on the resolution of issues impacting on HIE operational workflow and patient pathway processes. To ensure good communication and working relationships with the relevant personnel to keep them informed of progress or outstanding problems.
• To undertake root cause analysis of complex issues and devise system configuration, workflow or process changes.
• To liaise with the line manager regarding recurring problems and assist with identifying and implementing long‑term solutions.
• To liaise with HIE Systems suppliers on a regular basis to identify problems with software highlighted by Trust staff.
• To help to develop processes, policies and procedures, particularly HIE documentation, to ensure robust management of systems within IT Department.
• To provide specialist site‑specific knowledge and feedback to HIE Suppliers and participate in system design and change process activities linked to the development of the HIE service at Lewisham and Greenwich.
• To participate and co‑ordinate the testing of new software releases and updates and highlight problems which need to be escalated to Systems suppliers.
• To test other systems or functions when needed and manage faults through to resolution.
• To regularly maintain and update the key master files and tables associated with the day‑to‑day operations of the HIE System.
• To work without supervision and prioritise queries, incorporating departmental policies and procedures.
• To be able to work under pressure with constant interruptions and constantly prioritise workload in line with the need of the Lewisham and Greenwich site.
• To liaise with the line manager on new ideas to improve the service.
• Work as the liaison between the local health communities and the IT team.
• Proactively promote the use of HIE within the Trust and local health communities, ensuring medical engagement in the system.
• Demonstrate to user groups how HIE can enable the Trust to meet its targets and plans for patient care/patient choice.

The post holder will:

• Deliver HIE support to users and support upgrades including assisting with testing.
• Ensure faults are fixed within timescales defined by the Trust’s SLA meeting required KPIs.
• Effectively monitor the HIE supplier.
• Ensure business continuity plans are in place.
• In conjunction with Service Leads develop service specific Standard Operating Procedures (SOP’s).
• Contribute to the development of policies and procedures that support HIE.
• Plan and implement delivery of HIE configuration work packages as assigned by the HIE System Manager.
• Work closely with IT colleagues to achieve the overall aims of the department.

We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.

As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.

Please note that sponsorship under the Skilled Worker route is subject to Trust allocation and UK Visas and Immigration (UKVI) approval.

About Lewisham and Greenwich NHS Trust

Lewisham and Greenwich NHS Trust (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as to care for them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here.

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three‑quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the IC S in Bexley, Greenwich and Lewisham.

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