Date:
08/06/2020
Attendees:
Maria Kist
Alistair Pringle
Sebastian Kwok
Ashley Ransoo
Ade Adekoya
Any support in place for trainees?
All go through PSP (lasepgmdesupport.hee.nhs.uk) - online portal provided by fresh desk
All queries is channelled to PSP
Changes (such as amending forms) goes through the BI teams. They will build form - takes roughly a month due to testing.
Any inboxes management as part of your support process?
If yes, how do you manage the inboxes ?
Fresh desk type system with rota of sub teams to monitor queries and assign to speciality teams
This process is contained within the system
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
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 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
Any dedicated Team to manage the queries?
Is the support the same for Dentist &PH?
The same way
Any document for your FAQ?
FAQ's for everything split by specialty
Do you do have any KPIs? Any system or process to measure this?
assigned ticket within certain hours- to specialty
24 hours to acknowledge query and x number of days to resolve the ticket
Any plans to improve your current system?
Review anyway to add more FAQs
Lot of tickets Closed tickets and reopens. way of saying thank you without re-opening tickets
Emails/Phone
Hunt group through telephone
Fresh desk
Document to receive from them:
Useful website to get more information