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Attendees:
Maria Kist
Alistair PringlesPringle
Sebastian Kwok
Ashley Ransoo
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Any support in place for trainees?
All go through PSP - Online portal provided by PGMDE support like service deskTrainees go to (lasepgmdesupport.hee.nhs.uk) - online portal provided by fresh desk
All queries is channeled channelled to the PSP which PSP
Changes (such as amending forms) goes through the BI teams to . They will build form - takes roughly a month due to testing.
Any inboxes management as part of your support process?
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Fresh desk type system with rota of sub teams to monitor queries and assign to specialty speciality teams
This process is contained within the systemt
How many queries do you get per day/week… e.g placement/assessment queries?
They submit queries via the website by selecting category and then they filter through categories-
Submit a query via the website
Do trainees have an opportunity to see the data you keep on them on tis? If so what's the process of managing queries/change?
It was at each rotation initially - synapse system
synapse is being decommissioned. At moment notifying them via notification email on Rotation basis
GMC survey on top of what they are doing
Query comes in if data is not matching e-portfolio
There are categories within freshdesk
Fresh desk allows them to pull reports to see volume/categories split
At each rotation, trainees emailed, trainees to reply back if any queries
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assigned ticket within certain hours- to specialty
3 24 hours to acknowledge query and x number of days to provide responseresolve the ticket
Any plans to improve your current system?
Review anyway to add more FAQs
first response/acknowledgement to be sent within 24 hoursLot of tickets Closed tickets and reopens. way of saying thank you without re-opening tickets
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