information sheet EMIS Support Escalation EMIS strives to provide the highest level of customer service to users, ensuring that all issues logged to the service desk are progressed and resolved in the most effective way possible, while at the same time making all efforts to minimise the disruption caused to the end user. If you are unhappy with the progress of an outstanding ECR or feel the level of service you received was not of a high standard, you can escalate the incident to Support. Note: Please ensure you always reference the latest version of this document that can be found on the ECR tracker and Support Centre. Escalation process summary Escalations can be triggered via the ECR Tracker; there is an escalate button against each ECR. EMIS asks that the issue is only escalated after 24 hours and that we have a similar amount of time to investigate and provide an appropriate response. The escalation process has three levels, as shown below; if you are unhappy with the response at any level then you can escalate further. Report Incident to the Service Desk Escalation Level 1: Technical Consultant Auto Alerts: Your Local Account Manager Escalation Level 2: Support Team Manager Auto Alerts: Service Relationship Manager Escalation Level 3: Support Senior Manager Reporting an incident When you report an Incident to the EMIS Service Desk, it is passed to the relevant Support team and you will be provided with an EMIS Customer Reference Number (ECR number) which is used to identify your reported issue. Should you need to contact EMIS further regarding your incident, you should quote this number to allow us to manage your issue more efficiently. The details of the incident are also available to view via the ECR Tracker http://etracker.e-mis.co.uk/. Note: If you have concerns regarding the service provided or stability of the system over a period of time, please log an ECR in the first instance. If you are not satisfied with the response, please follow the standard escalation process. For Primary Care Organisations (PCO s) and Service owners, where issue(s) affect several practices or services, please log an ECR In the first instance under the central PCO/Service Number. If you are not satisfied with the response, please follow the standard escalation process. Title: IF916 EMIS Support Escalation Controlled document page 1 of 7
Access the ECR Tracker EMIS Web The ECR Tracker can be accessed in a number of ways: 1. For EMIS Web users, click the link found on the EMIS Web homepage: Access the ECR Tracker EMIS LV/PCS 2. ECR Tracker website (Note: A username and password is required for this method) http://etracker.e-mis.co.uk/. Note: You can also access the ECR Tracker directly from, EMIS LV and EMIS PCS. For further information, please refer to UG103 ECR Tracker User Guide. Escalate an incident to level 1 1. Access the ECR Tracker. 2. On the ECRs toolbar, click Active. The Active screen is displayed. 3. Select the required incident. 4. In the Escalate column, click Escalate. Active screen with Escalate option highlighted The Escalation screen is displayed. 5. Click Escalate (Level 1). Title: IF916 EMIS Support Escalation Controlled document page 2 of 7
Escalation screen with Escalate (Level 1) option highlighted The Escalation Reason screen is displayed. Escalation Reason screen 6. Beside the Reason For Escalation field, click and select an escalation reason, or select Other (Please Specify) from the drop list, and then type the required escalation reason in the free text box. 7. Do one of the following: Beside the Contact Name field, click and select a contact name. If the required contact name is not listed, deselect Select Contact Details From Drop Down List, and then type a new contact name. 8. Beside the Contact Method field, click and select Email or Telephone, as required. 9. Do one of the following: If you selected email as your preferred contact method, in the Email Address field, type the required email address. You will receive an email from Support Escalation, advising that your ECR has been escalated to a member of the relevant Support team, who will try to contact you within the next 24 hours, unless the issue has already been resolved to your satisfaction. If you select telephone as your preferred contact method, in the Telephone Number field, type the required telephone number, and then type an available contact time over the next 24 hours. Escalation contact details with Telephone selected Title: IF916 EMIS Support Escalation Controlled document page 3 of 7
A member of the relevant Support team will try to contact you within the available timeframe or within the next 24 hours, unless the issue has already been resolved to your satisfaction. 10. If required, in the Additional Contacts section, type the name and email address of any other contacts you would like to be notified by email about the escalation. 11. Click Submit. The Escalation Saved message is displayed. Escalation Saved message 12. Click OK. Escalate an incident to level 2 Note: You should only escalate ECRs to level 2 for the following reasons: If it has been 24 hours since you escalated the ECR to level 1 and no contact has been made. If you are unhappy with the response provided to the initial escalation. 1. Access the ECR Tracker. 2. On the ECRs toolbar, click Active. The Active screen is displayed. 3. Select an incident you have previously escalated to level 1. 4. In the Escalate column, click Escalate. The Escalation screen is displayed. 5. Click Escalate (Level 2). Title: IF916 EMIS Support Escalation Controlled document page 4 of 7
Escalation screen with Escalate (Level 2) option highlighted The Escalation Reason screen is displayed. 6. To complete the Escalation Reason screen, follow steps 6-12 in Escalate an incident to level 1 on page 2. The relevant Support Team Manager will try to contact you by your requested method within 24 hours of the escalation. Escalate an incident to level 3 Note: You should only escalate ECRs to level 3 for the following reasons: If it has been 24 hours since you escalated the ECR to level 2 and no contact has been made. If you are unhappy with the response provided to the previous escalation. 1. Access the ECR Tracker. 2. On the ECRs toolbar, click Active. The Active screen is displayed. 3. Select an incident you have previously escalated to level 2. 4. In the Escalate column, click Escalate. The Escalation screen is displayed. 5. Click Escalate (Level 3). Title: IF916 EMIS Support Escalation Controlled document page 5 of 7
Escalation screen with Escalate (Level 3) option highlighted The Escalation Reason screen is displayed. 6. To complete the Escalation Reason screen, follow steps 6-12 in Escalate an incident to level 1 on page 2. The relevant Senior Support Manager will try to contact you by your requested method within 24 hours of the escalation. If you still have concerns regarding the service provided you may escalate further via the following channels: 1. In the first instance, speak to your dedicated area Account Management & Training Team You can find details of your Account Manager via the EMIS Support Centre My EMIS Team Page. Title: IF916 EMIS Support Escalation Controlled document page 6 of 7
2. If you are considering making a formal complaint, and wish to discuss the matter further beforehand please contact your Service Relationship Manager (contact details available via your local Account Manager). 3. Formal complaints can be made via your Service Relationship Manager in the first instance who will then liaise with our High Level Escalations (HLE) department in order to progress your complaint. HLE can also be contacted: By email: HLE@e-mis.com By Telephone: 0113 380 3257 or 0113 380 3259 In writing to: EMIS HLE Department Rawdon House Green Lane Yeadon Leeds, LS19 7BY Associated documentation UG103 ECR Tracker User Guide No part of this document may be sold, hired, reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording and information storage and retrieval systems for any other purpose than the purchaser s use without the express written permission of EMIS Health. Every effort is made to ensure that your EMIS Health documentation is up to date, but our commitment to constantly improve our software and systems means that there may have been changes since this document was produced. web: www.emishealth.com Title: IF916 EMIS Support Escalation Controlled document page 7 of 7