This is a very good GUIDELINE for everyone to follow. If there have been changes over the past year 2012-13 and are not mentioned here, please feel free to update the MIS Team. However, this is really a MUST READ for those that don't know or who are new Employees of CFFHC. Enjoy!
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WHO TO NOTIFY REGARDING ISSUES
CPS, INTERNAL FUNCTIONALITY & MISSING INFORMATION....
Contacts: Center Manager, Charge Nurse, or Miranda Smith
Unable to self-resolve, place a Service Request Ticket
TECHNICAL, EXTERNAL ISSUES, WORK FLOW RELATED...
Contacts: Center Manager or Charge Nurse
Immediate Service Request Ticket and Phone Call to MIS
CPS Emergency Issue Checklist
Please follow this checklist to verify if your CPS issue is requires Emergency handling and immediate notification of the Training Coordinator or the MIS Team.
No Connectivity --> Not able to connect to CPS at all.
Can't see or get onto Login Screen
Speed issues --> speed that appears abnormal
1) Please note whether it is a single user or a multi-user issue
2) Also note whether it is an internal type (ie. Transitioning between charts, pages, etc.) or overall.
Reviewing the Notification order and process should only be done after using the How To section under the Support Menu. Please follow the complete process to ensure proper handling of any issues.
Notification Order
LEVEL 1 - All Users -->
If not self-resolved, report to LEVEL 2 and they shall resolve issue.
LEVEL 2 – Super-Users, which are all Center Managers and their alternates. -->
If not resolved at this level, Level 2 will place a TICKET on the issue or follow the EMERGENCY ISSUE guideline. All reports done at this LEVEL through TICKETS or otherwise will be directed up to LEVEL 3 or LEVEL 4 respectively.
LEVEL 3a - Miranda Smith or alternate -->
If Level 3 is unable to resolve the issue, the issue will then ultimatelt be forwarded to MIS or GE Support, depending on the issue type.
To be used in emergency only or unless all attempts to resolve issue(s) have been exhausted! The only authorized LEVELS who may contact or place a ticket with GE Support are Levels 3 and above.
LEVEL 4 - MIS --> Emergency or Last resort contact
LEVEL 5 - GE Support
Requires a Ticket to be placed by Miranda Smith or MIS - depending on Issue, may result in a phone call.
Be sure to make NOTES of what is going on so that any Super-User may try and recreate the issue. In order to place a ticket to GE Support, we MUST be able to reproduce or recreate the issue. If not, they will not be of any assistance! Besides, it also makes it easier for anyone who attempts to resolve the issue to have a baseline to start from. MIS
EPRESCIBE...
Any issues that revolve around ePrescibe, please call or email Janie, Pharmacist at Lake Underhill at
x1533.
ALL OTHER ISSUES NOT NOTED ABOVE
All technical and hardware issues will be directed through the Center Managers so they may be able to resolve the issues themselves. The Center Manager will then be allowed to make the decision if it meets EMERGENCY criteria for MIS involvement/notification or to just place a ticket for an MIS service request. Thank you.
©2013 CFFHC Intranet
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