Services Description
GPSoC
Service Name
GPSoC
Service ID
Service
Overview
Servelec Healthcare Clinical Information Viewer
CIV-01
The Servelec Healthcare Clinical Information Viewer is an intuitive and easy to deploy solution that
enables secondary care providers to share information from secondary care settings. The Servelec
Healthcare Clinical Information Viewer uses the data that resides in Servelec RiO and Oceano solutions
(which are full EPR solutions for Mental Health, Community Health, Child Health and Acute Health and
widely deployed across the country) to benefit practitioners in primary care and provide a full view of all
the care a patient has received and current care that is being undertaken.
This Servelec Information Viewer can only be used to transact data between the care settings from RiO
and Oceano applications.
The Servelec Healthcare Clinical Information Viewer is exposed as a set of SOAP based Web Services
which can be called by authorised systems to retrieve information about the patient. The Servelec
Healthcare Clinical Information Viewer makes use of client SSL certificates which provides a way of
ensuring that only approved consumer systems are able to utilise and call the Servelec Healthcare
Clinical Information Viewer interface.
The Servelec Healthcare Clinical Information Viewer can provide any number of real-time views of
information for different users, which means that different views can be provided for GPs, Practice
Nurses, administration staff, social care staff etc. each tailored to contain information relevant and
appropriate to their needs. The Servelec Healthcare Clinical Information Viewer uses the patients NHS
Number as the primary identifier and returns pre-formatted, tabbed displays of information which can be
displayed by the consuming system, an example of such a display is shown below:
Patient Demographics
The number and contents of each tab can be locally tailored to meeting each individual organisations
needs and requirements. Furthermore, the content of each tab is automatically filtered based on the
user’s security profile and patient consent preferences. All calls to the Servelec Healthcare Clinical
Information Viewer from consumer systems are audited within the RiO/Oceano applications
Below are some further examples which illustrate different sets of data which could be presented via the
Information Viewer to the GP:
Allergies and Adverse Reactions
Patient Timeline
Current Medication
Case Studies
Patients Latest Care Plan
The Servelec Healthcare Clinical Information Viewer has been successfully deployed and implemented
at a large Mental and Community Health NHS Foundation Trust and is used to support information
sharing with the Local Authority to support the delivery of Integrated Care. Social Care professionals
working for the Council (with Social Care Responsibility – CSCR) currently use the Social Care system
to manage their caseloads and there is a need to access information, regarding the service user, held by
the NHS Trust. Using the Servelec Healthcare Clinical Information Viewer, professionals are able to
select an option from within AIS which requests a view of information via the Servelec Healthcare
Clinical Information Viewer summarising the service user’s mental health history. This information is
provided in real-time and displayed to the professional without the need to log in to other systems and
without the need to search and find the service user as the service user context is automatically carried
through from the social care system
Using the Servelec Healthcare Clinical Information Viewer, professionals working for the Local
Authority have access to up-to-date information at the point of care thereby saving time and helping to
drive improvements and deliver high quality, effective care.
Support
This has been live and in use since go live in 2014 and the Information Viewer is available to over 500
social care professionals with varying levels of access and view rights
The support for the Servelec Healthcare Clinical Information Viewer will be incorporated into each
Customer’s existing service arrangements.
The appropriate support arrangements are held locally with each Servelec customer and Service Level
Agreements (SLAs) and support provision provided on a site by site basis.
The following details the standard support services provided by Servelec as a minimum baseline.
Servelec is ISO20000, ISO9001 and ISO27001 accredited. The Servelec Healthcare Service Desk and
end to end Service Management functions are aligned to the ITIL framework, and regularly subjected to
internal and external audit. The service desk has documented procedures in place that cover: SLA
monitoring & reporting; incident recording, triage, incident prioritisation, resolution, customer
engagement and root cause analysis. Incidents may be logged via telephone, email or online.
Servelec Healthcare operates an ITIL compliant service delivery function and with ISO20000 and
ISO270001 accreditation is able to provide support and hosting to all our healthcare customers in
accordance with their individual requirements, ensuring a high level of customer service and satisfaction.
The following areas are covered:
 24/7 service desk for incident logging and management
 Software maintenance releases
 Software upgrades including support for ISNs
 Postcoding data updates
 Multilex drug data file updates (if e-prescribing module deployed)
 Service performance monitoring against the SLA
 Regular KPI reports – Weekly Incident Reports and Monthly SLA Reports
 Regular face to face service reviews
 Regular application health checks
 Access to Servelec’s support portal for logging and reviewing incident progress
Once in live, the main Servelec point of contact for day to day operation of the live Servelec Application
(RiO, Oceano and their Information Viewers) will be the Servelec Service Desk and all incidents, service
and change requests will be logged, tracked and reported against, from the Servelec ITSM tool.
Regular communications between the customer and Servelec Healthcare is a key aspect in the provision
of a successful service and to support this, Servelec proposes that service reviews are held on a monthly
basis with face to face reviews every quarter. The service review agenda will cover the following
elements:
 Actions from the last meeting.
 Service Review:
 Performance against Response Targets.
 Performance against Resolution Targets.
 Breakdown of closed/resolved incident statuses.
 Customer Satisfaction Review.
 All Open Incident Review.
 Review of service improvement recommendations
The Service Delivery team will provide reports to the customer to detail Servelec’s performance against
documented SLA’s and provide a summary of incident status and outcomes. The follow KPI’s are
included in the report:
 Performance against Response Targets.
 Performance against Resolution Targets.
 Breakdown of closed/resolved incident statuses.
 Customer Satisfaction Review.
 All Open Incident Review.
 Change management summary
Servelec operates ITIL compliant processes for problem and incident management. All information
relating to an incident and its history (including status, description, symptoms, investigation path, impact,
urgency, and priority and resolution details) is recorded in the Servelec Healthcare IT Service
Management application. This applies to all correspondence and information collected either internally
or from the customer throughout the life of the incident. This incident management methodology
ensures that Servelec can provide the customer with a service which offers transparency on known issues
and information on resolution in a timely manner.
Servelec delivers an end to end resolution of all incidents, irrespective of their source; managed in
accordance with consistent and seamless processes and taking full responsibility for the entire service.
It is assumed that the customer’s internal service desk (typically referred to as First Line Support) would
triage any incidents and be responsible for filtering out end user training and local infrastructure issues,
passing on all other incidents to a single Servelec service desk. Servelec’s service desk offers both
telephone and web portal routes to log incidents, which are easy and intuitive to use and do not require
formal end user training.
Servelec will define a single triage dataset that covers all types of incidents service and products and will
train the customer’s service desk in its use; the aim being to make logging of incidents as straightforward
as possible for the customer’s service desk staff.
Servelec will provide the customer with a self-service portal for the logging of any incidents relating to
the application or service. The system is intuitive and easy to use and can be configured to present the
detail on incidents that the customer wishes to see. This will remove the need for the customer to log
incidents via email or telephone, the key advantages being:
1. The customer can log their own incidents directly into the Servelec support portal and hence
record incidents in real time.
2. Easily browse previous incidents log and utilise this as a knowledge base for managing similar
incidents.
3. It will enable the customer to provide updates to ongoing calls themselves, providing additional
information and speeding up the progression of the incident.
4. Obtain real-time updates by Servelec on incident updates and progress toward incident
resolution.
The following table describes example service levels offered by Servelec Healthcare and the pricing
information is based upon these SLAs.
Category
Impact
Response Time Fix Time
Example Incident Type
1
Major impact on
business.
30 service
minutes
4 service hours for a
resolution or
workaround.
The system is
unavailable, Widespread
loss of core functionality
2
Serious impact
on users
60 service
minutes
8 service hours for a
resolution or
workaround.
A fault that has a
significant adverse
impact on a core business
process affecting high
numbers of users.
3
Moderate impact
on users.
120 Service
minutes
Shall aim to fix or
provide a work
around within 32
service hours with a
maximum of 14
service days to
implement a
workable fault
resolution or a patch
within 4 weeks or as
part of the next
maintenance
update.
A fault that has a
moderate adverse impact
on users of the system.
4
Minor impact on
users.
4 service hours
As part of the next
maintenance update.
A minor fault causing
minor adverse impact on
users of the system.
5
Very minor
impact.
1 working day
As part of the next
maintenance update.
A very minor fault
causing little or no
impact.
Type
Dependencies The service is designed for use with a RiO or Oceano EPR.
Each Customer provides infrastructure to support service deployment.
Service Dependencies
The service is designed for use with a RiO or Oceano EPR.
Each Customer provides infrastructure to support service deployment
There are no service dependencies and it is assumed that the Trust running RiO or Oceano will deploy in
line with their existing contract
Third Party Dependencies
There are no third party dependencies but there is an assumption that the receiving GP system (where the
Information Viewer will be embedded or reside) will need to be capable of calling a SOAP based
interface that will use patient context – NHS number, name etc – information to provide the summaries
(as demonstrated in the screenshots shown in the Service Overview above).
Infrastructure Dependencies
The service is designed for use with a RiO or Oceano EPR.
Each Customer provides infrastructure to support service deployment
There are no infrastructure dependencies for receiving organisations – those organisations receiving
information via the Information Viewer from RiO or Oceano – but there is an assumption that N3
connectivity will be needed to support information sharing
SubContractor(s)
Local Personnel Dependencies
There are no personnel dependencies
Not applicable.
Pricing Information
Implementation Charges
Set Up Costs Per information View
One off analysis and specification design project charge. Fixed cost, to develop an
Information View with RiO or Oceano Information Viewer
£5,000
Build and Deployment Costs Per Information View
Costs for the build and deployment of the information view post the analysis and
specification design project. Fixed price based on a the build of a single data view
Service Charges
£15,000
Charge Description
GP Subscriptions Per Annum per
Practice
Minimum 2 Year Term
Software Subscription and Support
Social Care Subscriptions Per Annum
Per Council
Minimum 2 year Term
Software Subscription and Support
Exit Charges
No specific exit costs.
Unit Price (exc VAT);
0-50 GP Practices £180 per practice per
annum
51-100 GP Practices £160 per practice
per annum
101-150 GP Practices £150 per practice
per annum
151-200 GP Practices £140 per practice
per annum
201-250 GP Practices £130 per practice
per annum
251+ GP Practices £120 per practice
per annum
£12,000 per Council per annum
Invoicing Terms
Implementation Charges:
Set up costs for the Information Viewer (£5,000) and Build and Deployment Costs
per Information Viewer (£15,000) –will be invoiced in arrears upon
delivery/finalisation of the project
Hardware and Third Party Components
Hardware and any third party components/products will be invoiced at 100% upon
delivery
Subscriptions/Service Charges
GP Practice subscriptions will be invoiced annually in arrears
Social Care subscriptions will be invoiced annually in arrears
Payment Terms
Invoices will be sent within 5 working days of the invoice trigger or milestone.
Payment terms would be aligned with Customer’s existing arrangements.
As standard Servelec would expect payment terms not to exceed 30 days following
issue of valid invoice
Discounts
Resource Based Pricing
Other Pricing Information
Volume purchase discounts will be agreed with the Customer depending on
volume requirements.
At this stage of the submission it is unclear what volumes would warrant
discounting. Servelec remain committed to providing the NHS with best value and
would always participate in discussions around volume discounts.
There are no bespoke charges applicable as these would be covered in the resource
charges detailed above. If an organisations wanted additional services to support
site specific requirements then the charges would be applied from the SFIA rate
card
Not applicable.