NHS City and Hackney CCG GPIT - Service Desk

The GP IT Support Service in City and Hackney is commissioned from EMIS. This is also true of on-site engineering support.

The service desk team is there to provide and support the information technology that is essential for GP surgeries to run in an efficient and effective manner. The support includes but not limited to the following:

Hardware – servers, PCs, printers, scanners, multi-function devices
Software – MS Windows, MS Office, MS Server, EMIS Web, Tquest, HIE/eLPR
Network – switches, internal cabling, BT N3 connection
Email – NHS Mail

Opening Hours

Support hours are: Mon–Fri: 07:00 – 20:00, Sat: 08:00 – 13:00. 

Contact

You can contact the Egton helpdesk through any of the following:

• Tel: 0330 053 1721
• Email:  mysupport@emishealth.com
• Online portal EMIS Now: https://www.emisnow.com/csm - you'll need to register and login to create a case. EMIS Now also hosts the EMIS Knowledge Base, containing articles on how to use EMIS Web software and a number of recorded training videos.

Please note that EMIS have also produced a GP Practice Handbook outlining how you can contact their Service Desk, manage your cases and access training materials. It also covers how you can stay up to date with latest news and communications and how to provide feedback on your experiences.

Please note:- the priority matrix outlined in the GP Practice Handbook covers how EMIS will prioritise incidents affecting their software and services only. The service desk function commissioned from EMIS for City and Hackney GP IT support will also log and respond to a wider range of IT issues listed above. A separate priority matrix applying to issues relating to hardware, networks and NHS Mail is available in the download section.

Escalation

In the event that an IT issue reported to the service desk is not dealt with in a timely and efficient manner, it can be escalated to the following GP IT Manager:

Ed Keating – GP IT Manager, NEL CSU – ekeating@nhs.net

More detail on the process for escalation is included in the download section.

Smart Cards

For smart cards issues please contact;

New local Registration Authority (RA) service contact information 0800 917 8607

The new email for all RA queries and support is: itservicedesk.nelicb@nhs.net

Changes to NEL Data Protection Officer Support Services 

Process for requesting additional equipment

For additional equipment requests please contact seancoppin@nhs.net