As_Is and To Be Support workflows for Trainees Self Service
This page captures the analysed current processes for each Local Offices and a proposed workflow to extend the current model to TIS Trainees Self Service.
As_Is workflow
For the majority of Local Offices, the processes can be categorised into 2 main models as highlighted in the diagram, some using a school based approach (Model 1) and others are more ad-hoc query types approach (Model 2). Some LO’s use a combination of both models. London has a more robust process which is specialty based approach supported by freshdesk as their support tool.
Local Office | Model (1/2/Both) | Comments |
|---|---|---|
East Midlands | 1 |
|
North East | Both | Separate Specialty, revalidation. GP recruitment, PH, Foundation school inboxes |
North West | Both | Separate Specialty, LTFT and revalidation inboxes |
East of England | 2 |
|
West Midlands | Both | Not split up into specialty; just programme inbox, assessment inbox and not relevant recruitment and support inbox |
Yorkshire & Humber | Both | Separate specialty, LTFT, revalidation, IDT inboxes |
South West/TV/Wessex | Both | Separate specialty inbox, LTFT inbox, Wessex - Form R goes through an Assessment Inbox. |
To_Be Workflow (Proposed)
The initial proposed workflow is for TIS Self Service to have its own mechanism of capturing queries from trainees and routing them to the relevant existing Local office processes/system currently in place. TIS Trainees Self Service to also potentially have its own generic FAQ’s for some of the queries to be directed to. This can be incrementally improved, for e.g. where a Local Office needs to adopt a more robust approach like London & KSS in the future and be able to catpure and measure KPI’s supported by tools.
Slack: https://hee-nhs-tis.slack.com/
Jira issues: https://hee-tis.atlassian.net/issues/?filter=14213