Date:
08/06/2020
Attendees:
Maria Kist
Alistair Pringles
Sebastian Kwok
Ashley Ransoo
Ade Adekoya
Any support in place for trainees?
All go through PSP- Online portal provided by PGMDE support like service desk
Trainees go to lasepgmdesupport.hee.nhs.ukAll queries is channeled to the PSP which goes through the BI teams to build form
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 specialty teams
This process is contained within the system
t
How many queries do you get per day/week… e.g placement/assessment queries?
They submit queries 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 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
3 days to provide response
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
Emails/Phone
Hunt group through telephone
Fresh desk
Document to receive from them:
Useful website to get more information
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