Service Desk Statistics for TPP's SystmOne

The request was successful.

Dear Lincolnshire Teaching Primary Care Trust (PCT),

Please provide me with statistical data from your Local Service Desk from 01/04/2010 to 31/03/2011 for calls pertaining to TPP's SystmOne application.

Please provide the following information if available:

- Total Number of SystmOne support calls received during period stated above.

- Average calls received during period above, broken down by hour in a 24 hours time scale. i.e. between 14.00-14:59 = average 25 calls.

- Average calls received during period above, broken down by month i.e. May 2010 = 203 calls.

- Number of calls received from each Service speciality i.e. GP Practice = 1021, District Nursing Service = 2032, Health Visitng Service = 210 etc.

- Average call duration over the period stated above.

- Reason for the telephone call.

- Whether the call was resolved locally or escalated through to SystmOne TPP support.

- Average time from call logged to resolution over the period above.

Yours faithfully,

Mrs McMallan

Lincolnshire Teaching Primary Care Trust (PCT)

1 Attachment

15 June 2011

ACKNOWLEDGEMENT OF FREEDOM OF INFORMATION REQUEST

Dear Madam,

Service Desk Statistics for TPP's SystemOne (ref 801)

I acknowledge receipt of your FOI request on behalf of NHS Lincolnshire
which we received on 15 June 2011.

A response to your request will be sent within 20 working days after
receipt, the date being 13 July 2011.

Sincerely,

P O'Mahony

Access to Information Manager

Information Governance Department, NHS Lincolnshire, Cross O'Cliff,

Bracebridge Heath, Lincoln, LN4 2HN

Tel. 01522 513355

DISCLAIMER: This e-mail and any files transmitted with it are confidential
and intended solely for the use of the individual or entity to whom they
are addressed. Therefore if the reader of this message is not the
intended recipient, you are hereby notified that any dissemination,
distribution or copying of this E-Mail is strictly prohibited.. Any views
or opinions expressed are those of the author and do not necessarily
represent the views of NHS Lincolnshire unless otherwise explicitly
stated. The information contained in this e-mail may be subject to public
disclosure under the Freedom of Information Act 2000. Unless the
information is legally exempt from disclosure, the confidentiality of this
e-mail and your reply cannot be guaranteed.

Mrs McMallan left an annotation ()

Thank you for the notification of receipt.

I look forward to hearing from you soon.
Kind Regards
Mrs McMallan

Lincolnshire Teaching Primary Care Trust (PCT)

2 Attachments

30 June 2011

FREEDOM OF INFORMATION - DECISION NOTICE

Dear Madam,

Statistics for TTP's SystemOne. (ref 801)

I refer to your email of 15 June 201 requesting information in respect of
statistics for TTP's SystemOne.

I can confirm in accordance with S.1 (1) of the Freedom of Information Act
2000 (FOIA) that we do not hold all the information that you have
requested. I shall address each of your questions in turn:-

- Total Number of SystmOne support calls received during period

stated above.

- Average calls received during period above, broken down by hour

in a 24 hours time scale. i.e. between 14.00-14:59 = average 25

calls.

- Average calls received during period above, broken down by month

i.e. May 2010 = 203 calls.

- Number of calls received from each Service speciality i.e. GP

Practice = 1021, District Nursing Service = 2032, Health Visitng

Service = 210 etc.

- Average call duration over the period stated above.

- Reason for the telephone call.

- Whether the call was resolved locally or escalated through to

SystmOne TPP support.

- Average time from call logged to resolution over the period

above.

Please find the information we are able to provide attached.

I trust that this answers your queries with the information we currently
hold, but if I can be of any further assistance please do not hesitate to
contact me.

You have the right of complaint in relation to how this request has been
dealt with and any complaints in the first instance should be directed to
[1][email address]

You also have the right of complaint to the Information Commissioners
Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, telephone
0845 630 6060, email [email address]

Sincerely,

Access to Information Manager

Information Governance Department, NHS Lincolnshire, Cross O'Cliff,

Bracebridge Heath, Lincoln, LN4 2HN

Tel. 01522 513355

DISCLAIMER: This e-mail and any files transmitted with it are confidential
and intended solely for the use of the individual or entity to whom they
are addressed. Therefore if the reader of this message is not the
intended recipient, you are hereby notified that any dissemination,
distribution or copying of this E-Mail is strictly prohibited. Any views
or opinions expressed are those of the author and do not necessarily
represent the views of NHS Lincolnshire unless otherwise explicitly
stated. The information contained in this e-mail may be subject to public
disclosure under the Freedom of Information Act 2000. Unless the
information is legally exempt from disclosure, the confidentiality of this
e-mail and your reply cannot be guaranteed.

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