1. Key Performance Indicators


Delivery

Action and Timeline

Non-urgent Change Request, Updates & Issues

1. Acknowledged within 5 working days

2. Implemented in all SystmOne sites and EMIS Web sites within 20 working days.

Urgent Change Request, Updates & Issues

1. Resolution agreed within 5 working days of request.

2. Implemented in all SystmOne sites and EMIS Web sites within 5 working days.

Serious Incidents

1. Notified or acknowledged within 4hrs of occurrence.

2. CCG to be informed within 24hrs

3. Resolved within 2 working days of occurrence.

Escalation requests

1. Acknowledged within 4 hrs of receipt

2. Detailed response within 20 working days of receipt

NICE Guidance Updates

NICE Updates that are relevant for Primary Care will be updated on Ardens within 6 weeks. Any significantly large updates may take longer due to the time required to create, check and clinically govern the new content on Ardens.

Complaints

1. Acknowledged within 3 working days of receipt

2. Response within 20 working days of receipt


2. Escalation Procedure

If you submit a support request to Ardens, we will work together to resolve the request as quickly as possible. 

Some support requests are complex and may need clinical input from other Ardens staff so can take longer than we would like to resolve. Where you feel that the support desk is taking too long to respond to your requests, or is unable to adequately resolve your issue, the escalation plan is as follows.  


Step 1: Escalation Plan

Team

Escalation To

Method 

Ardens SystmOne 

SystmOne Support Team Leader

Email - support@ardens.org.uk 

Ardens EMIS Web 

EMIS Web Support Team

Email - support-emis@ardens.org.uk

Ardens Manager 

Ardens Manager Product Manager

Email - support@ardens.org.uk 


If step 1 has not satisfactorily resolved the issue, then proceed to step 2 to escalate the issue further.  

 

Step 2: Escalation Plan

Team

Escalation To

Method

Ardens SystmOne 

SystmOne Chief Executive Officer

Email - support@ardens.org.uk 

Ardens EMIS Web 

EMIS Web Chief Executive Officer

Email - support-emis@ardens.org.uk

Ardens Manager 

SystmOne Chief Executive Officer

Email - support@ardens.org.uk 


If steps 1 and 2 have been completed and the issue has still not been satisfactorily resolved then the final step is to escalate this to the Board of Directors.


Step 3 Escalation Plan

Team

Escalation To

Method

Ardens Board of Directors 

Ardens Directors

Only after completing steps 1 & 2. 

 Internal business process


Please note escalation requests by telephone should also be confirmed in writing by email. Escalation emails for any of the steps should be clearly labelled as an escalation request.


3. Escalation Management

Ardens will acknowledge the escalation within 4 hours during Support Hours by logging the escalation and detailing the next steps. 


Upon request Ardens will provide a detailed response addressing all points raised within the escalation within 20 working days of the escalation acknowledgement. 


Following our detailed response and where there are outstanding actions, Ardens will continue to communicate with the organisation until the escalation is fully resolved.



3. Complaints

Delivery

Action and Timeline

Complaints

1. Acknowledged within 3 working days of receipt

2. Response within 20 working days of receipt


If you would like to make a complaint, please fill in our online form here.