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Major Incident

Story from nhs.uk

"Major Incident"

About: The Elizabeth Courtauld Surgery

I had a telephone appointment booked to hear the results of an MRI scan I had two weeks ago. No phone call received so one hour later I telephoned the surgery only to hear a recorded message saying they had a system failure. Later they declared a major incident. This sort of thing demonstrates that they have a significant problem in the organisational structure. In similar circumstances nearly all organisations would have back up systems or have their computer systems operating as a paired or mirror image system so if one went down the other would still operate, This is not the first time this problem has occurred. Its sloppy and incompetent management.

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Responses

Response from The Elizabeth Courtauld Surgery 6 years ago
The Elizabeth Courtauld Surgery

Submitted on 17/01/2018 at 17:17
Published on nhs.uk on 19/01/2018 at 02:46

Thank you for your comments but I fail to see how a major incident demonstrates we have a problem with our organisational structure.

Our network is maintained by an NHS IT provider that covers a large part of London and East Anglia, the events of yesterday were unforeseen but dealt with by them and our network restored. Our clinical system allows clinic lists to be printed in emergencies such as this to allow us to provide services to patients that have booked with us and this was done. We placed additional staff in our reception to deal with our patients as would be the norm should situations like this arise and we tried to accommodate everyone that attended the surgery in need of an appointment.

If you feel that I am not addressing your issues or our management is sloppy and incompetent please feel free to contact me to discuss this matter. We as a practice are trying hard to improve the service we offer, days like yesterday do not help us to do that and I can assure you that our IT service provider will be looking into this matter.

Richard Hartwell

Practice Manager

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