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Password Resets
Please note that CITS Service Desk are able to reset network, email and most clinical or business system passwords anytime. The exception to this is when our shift staff are working alone and need to take their statutory break, so there may be a wait of up to 30 minutes.
Where accounts are not set up for a member of staff, provision is made for access to critical systems via the Emergency Account stock kept within a number of hospital departments. Please see the self service portal article ‘Clinical Systems – Emergency Account Access Protocols’
List of critical services supported 24/7
All systems named below have the full range of on-call cover* in the event of a major system outage, performance issue rendering the application unusable or issue preventing normal services operating – which affect immediate inpatient care**:
- Patient Administration System (Core/SwiftPlus) – and interfaces with other systems
- Electronic Observations system (Nervecentre)
- Electronic Patient Record systems (Maxims) – and interfaces with other systems
- Critical Care system (ICIP)
- Maternity system (E3)
- Pharmacy systems (JAC)
- Pathology systems (Winpath) – and interfaces with other systems
- Emergency Department system (Oceano)
- Radiology systems (PACS/CRIS) – and interfaces with other systems
- Theatre system (Galaxy/Bluespier)
- Renal system (VitalData)
*Full on-call cover includes triage by clinical applications support, investigation by server, interfacing and network infrastructure staff and management of major incidents by an escalation manager.
**Some issues may be unable to be resolved locally; resolution may therefore be dependent on an out of hours contract being in place with the system supplier.
Underpinning Infrastructure Supported 24/7
- Servers hosting any critical patient based applications or patient supporting processes
- Voice or data networks to any site providing 24 by 7 patient care services or processes
- Any messaging or data flow processes critical to patient care or transfer of care processes
- Serious system wide security incidents (e.g., service affecting cyberattack)
Whilst the above list is intended to provide a degree of clarity of what is and is not supported out of hours, it is not exhaustive and will change as new applications and infrastructure are introduced supporting 24 by 7 (inpatient) care processes. On-call teams will be expected to use judgement and assess if the presenting problem is directly affecting patient care and if so, to provide support. If in doubt the on-call Escalation Manager should be called for advice.
List of critical functions supported daily between 0800 and 2230
PAS/SwiftPlus:
- Patient admitted in PAS but not appearing in SwiftPlus
- Account resets for existing accounts
Nervecentre:
- New patient not appearing in Nervecentre
- Shared care patients not appearing on a consultant list in Nervecentre
- Account resets for existing accounts
Maxims
- New patient not appearing in Maxims
- Account resets for existing accounts
ICIP CareVue
- New patient not appearing in CareVue
- Account resets for existing accounts
E3
- Account resets for existing accounts
JAC
- New patient not appearing in JAC
- Activating JAC icon contingency
- Account resets for existing accounts
Winpath
- Account resets for existing accounts during contingency event
Oceano
- New patient not appearing in Oceano
- Account resets for existing accounts
CRIS
- Orders not appearing in CRIS
- Delay in order arriving (over 15 minutes)
- Account resets for existing accounts
Galaxy/Bluespier
- Theatre whiteboards
- Account resets for existing accounts
