What does this query broadly relate to?

	Follow this for issues relating to an individual user being able to log in to EPMA at all, or a single user finding they do not have the system permissions they require to be able to perform their role. The key point is that the issue is affecting only one user. Cases where all / a large number of users are affected in this way would suggest there is an underlying system downtime / outage problem rather than a probelm with a particular user login / account *Note - if the call relates to an out of hours (Taurus) GP visiting a community hospital, there is a seperate process for this, see further down this list of options
	Follow this for issues relating to a single patient record for multiple users. Such an issue is likely to relate to a problem in the patient record itself rather than the user account
	Follow this when a user needs help doing something in the system (e.g. completing a discharge summary, prescribing a particular regimen, or recording a complex drug administration task). This is for cases where there are no apparent issues with the user's system access or the patient record itself, but the user just doesn't know how to complete the task that they need to do
	Follow this when a user(s) report that there is a problem with system access or system behaviour which is affecting multiple users and patient records. This indicates a large scale system outage or 'P1' event requiring full or partial business continuity process to be invoked and an urgent escalation through ICT support, commercial suppliers and WVT management
	Follow this seperate process for any system access / user support requirements for out of hours Taurus GPs visiting a community hospital out of hours to prescribe for a patient / review a patient's record

Log in or access issue /

Is the user?

Login or access issue / User unable to log in /

Step 1: Use the list of conditions below to identify the cause(s) of the failure to log in - there may be only one cause, or multiple causes

Step 2: Take the neccessary action to fix the cause(s) that have been identified

In order for a user to be able to successfully log in to EPRO the following conditions need to be in place;
The user needs to have completed their WVT EPMA training and assessment Ask the caller if they have completed their EPMA training and assessment online, this must be done before their EPRO user account can be activated. If there is any doubt over whether or not the training has been done, check the training records in the EPMA or CSG inbox. The training records are in email form and are searchable. Training records for ID medical agency staff are held in their own 'ID Medical' subfolder in the inbox, all other training records are held in the 'completed training' subfolder. Tip: First time users tend to have done their training quite recently and remember roughly when they did it which makes findling their training record easier. Beware that some caller may say they have done their EPMA traning, but they are referring to EPMA training at another organisation - this cannot be accepted, they have to do the WVT training and assessment. If the caller has used EPMA at WVT on a previous occasion (they will have an EPRO directory entry if so) then it is ok to assume that they will have done their training If the affected user has not completed their WVT EPMA training, see 'how to fix' for instructions on how to address this The individual requiring EPMA system access must complete their online training and assessment related to their role via https://www.epmatraining.org which is available on any device at any time. The same training can also be accessed via a chrome link on the WVT Trust desktop Once training and assessment are complete there is an online form where the individual must enter their details and submit. Once this is done the details are emailed to the EPMA@wvt.nhs.uk and CSG@wvt.nhs.uk inbox under the 'Completed training' subfolder Tip: It usually works best if you direct the caller to the training material, ensure they have found it and then ask them to call you back after they have completed their training and assessment process. It takes around 20 minutes for Nurse training and assessment to be completed and around 50 minutes for a Prescriber.
The user needs a WVT active directory (AD) account Ask the user if they have a 'WVT Trust log in' set up. If they are unsure you can search for them in the Trust staff directory (available on your desktop) Alternatively, if you prefer you can search the Outlook address book directory instead Tip: Substantive employees will almost always have an AD account. ID medical agency staff and locum Doctors will also usually have an AD account that will have been sent to them before their shift, usually by email. Agency staff from Thornbury often don't have an AD account by the time they come onto shift as they are often booked at very short notice. Always check the directory to make sure. If you confirm that a caller does not have an AD account in place then they are unlikley to have any of the other required login conditions in place either. See 'how to fix' for instructions on giving access to someone who does not have an AD account
The active directory account needs to be in a functional state - NOT in a locked or frozen state Ask the user what message they are seeing when they try to log in to EPRO. Ask them to try their login in the windows desktop rather than EPRO to see what message they receive. If the active directory is locked or frozen this will be obvious from the message Active directory accounts become frozen if they go unused for over 90 days, this is done automatically by Hoople as part of information governance process. Viewing the caller's EPRO directory entry will show the date of last login which can be a useful indicator for this issue. Open the directory and search for the user's account by surname and confirm using the 'practitioner code' if available (which is the professional registration number of the correct user account holder) An active directory account gets locked if a user enters the wrong password multiple times, this can sometimes happen if a user leaves a PC logged in and then another person comes and repeatedly enters the wrong password Tip: If the user is logging in for the very first time they must use their login via the windows desktop in the first instance and complete a password change in order for their login to work in EPRO Locked accounts will unlock by themselves after 30 minutes, but frozen accounts need to be manually unlocked in active directory by an administrator. See 'how to fix' for instructions on how these issues can be addressed There is not currently a direct way for the EPMA system management team to 'unlock' a locked active directory (AD) account, or 'unfreeze' a frozen AD account. The options available are: For a 'locked' AD account: An AD account becomes 'locked' if the wrong password is entered multiple times. The user can wait 30 minutes if they are able to and then try their login again. This must be done via the initial windows desktop login process to re-activate the account properly. If the user has completely forgotten their password and thinks that they will just lock it again then there are two things that can be done: The user can call the Hoople ICT service desk to request a password reset for their active directory account (remember - this issue is cause because the underlying active directory account has been locked, the issue in not within the EPMA user account). After 10pm on normal weekdays or 12pm on weekends / BH the Hoople out of hours service is intended to be for emergencies only so this may not be an option all the time As a last resort, follow the procedure for issuing a temporary AD account For a 'frozen' AD account: An AD account becomes 'frozen' when the AD account is not used for a period of over 90 days. The 'last login' field in the EPRO user directory gives a good indication as to whether this is the problem. A frozen AD account will not self-unlcok in the way that 'locked' accounts do. The AD can only be re-activated by Hoople at this time. There are two things that can be done: The user can ask their Nurse in Charge to call the Hoople ICT service desk to request the active directory account is reinstated (remember - this issue is cause because the underlying active directory account has been frozen, the issue in not within the EPMA user account). After 10pm on normal weekdays or 12pm on weekends / BH the Hoople out of hours service is intended to be for emergencies only so this may not be an option all the time As a last resort, follow the procedure for issuing a temporary AD account Tip:If a temporary account is used then this is only a short term fix. Temporary accounts are reset the next working day so the caller must be very clearly informed that they will need to ask their line manager to raise a call with the Hoople ICT service desk to have the proper AD account re-instated before their next shift or the same issue will still remain. It should also be considered that a temporary EPMA account will only grant access to EPRO, it will not provide access to other important applications like Maxims, the user's proper AD account is needed for that
The user needs to know their own active directory login details (username and password) Ask the affected user if they know their username and password for their 'Trust IT account' If the user has an active EPRO account and active directory login but has entered the wrong password EPRO will show the message below. If the wrong password is entered repeatedly the active directory account will become automatically locked Tip: ID medical agency staff usually get their login details emailed to them via their agency to enable them to log in for the first time. If a user cannot remember their username or password at all, see 'how to fix' for instructions on how this can be addressed If username is not known: It would be highly unusual for a user to not know their active directory (AD) username as these generally follow the format of firstname.surname but there can be exceptions such as individuals with exceptionally long names. If a caller does not know thier username then we can search for this in the EPRO user directory by surname, or if the caller does not have an EPRO user account yet, search for their details in the Outlook address book instead to find their AD username If password is not known: There is not currently a direct way for the EPMA system management team to retrive or reset a user's AD account password (remember - the username and password used to access EPMA are user's active directory login credentials which are controlled and administered seperately from the EPRO user account directory). The options available to help users who do not know their AD account password are: The user can call the Hoople ICT service desk to request a password reset for their active directory account (remember - this issue is cause because the underlying active directory account has been locked, the issue in not within the EPMA user account). After 10pm on normal weekdays or 12pm on weekends / BH the Hoople out of hours service is intended to be for emergencies only so this may not be an option all the time As a last resort, follow the procedure for issuing a temporary AD account Tip:If a temporary account is used then this is only a short term fix. Temporary accounts are reset the next working day so the caller must be very clearly informed that they will need to ask their line manager to raise a call with the Hoople ICT service desk to have the proper AD account re-instated before their next shift or the same issue will still remain. It should also be considered that a temporary EPMA account will only grant access to EPRO, it will not provide access to other important applications like Maxims, the user's proper AD account is needed for that
The user needs to have had an active user account set up in the EPRO application directory An absent, suspended or otherwise dysfunctional EPRO user account will result in the message shown below being displayed to the user when they attempt to log in with their otherwise correct active directory username and password; Check the EPRO user directory to find the caller's account record. Search by surname and use the practitioner code field (which should contain the professional registration number of the account holder) to confirm you have the right account. If the practitioner code field is empty then use other details like full name, role, date of last login to confirm you are looking at the right account Tip: The EPRO user directory contains information that can be very useful in diagnosing the cause of login related issues. Some common issues are; User's last login date was more than 3 months ago - this means the user's active directory (AD) account will likely have been frozen by Hoople User is typing in the incorrect username Username has been changed in active directory (e.g. after they changed their name when they got married) but this change has not been made in the EPRO directory Username has been incorrectly entered into EPRO directory (e.g. Jhn.Smith instead of John.Smith) EPRO account is in a 'suspended' state - there will be a 'suspended date' in the directory if it is suspended If the user does not appear to have an EPRO directory account at all, or if there is a problem with their EPRO directory account, see 'how to fix' for instructions on how this can be addressed
⚠ If any of the above conditions are not met the user will not be able to log in to EPMA

Login or account issue / User unable to see or do what they need to in multiple patient records /

How is the issue presenting?

Login or account issue / User unable to see or do what they need to in multiple records / No access to EPMA tab /

Issue identified: Multiple or absent EPMA security group(s) attached to user active directory account

This type of issue will most likley be the result of an issue with the EPMA security group linked to the user's active directory (AD) account. The EPMA security groups control user access and permissions to the core EPMA system. It is important to understand that this is different to the user permissions assigned in the EPRO user directory

Common underlying causes of the reported issue are users having no EPMA security group assigned at all (this is rare but it can affect new recruits to the Trust - it usually only becomes apparent when a user attempts to log in for the first time), or it could result from a user having multiple security groups assigned to their AD account (the system will only accept one security group against the Live environment, if more than one are assigned it gets rejected and doesn't run)

The solution is to identify which is the correct EPMA security group for the affected user and their role within the organisation. It is important to confirm that they hold a suitable professional registration and have completed the relevant EPMA training package before taking steps to assign an EPMA security group to their AD account. Once this is established contact the Hoople ICT service desk to ask for the correct EPMA security group to be assigned to their AD account - this can only be administered by Hoople at this time. A list of the EPMA security groups is listed below to help identify the appropriate security group for various roles within the organisation.

Tip: When an EPMA security group is amended in the AD, the user must fully log out of all applications and the PC they are using and then log back in via windows desktop login in order for the change to become active

Login or account issue / User unable to see or do what they need to in multiple records / Wrong type of access to EPMA tab /

Issue identified: Incorrect EPMA security group attached to user active directory account

The underlying cause of the reported issue is likley to be that the affected user has an incorrect / outdated EPMA security group assigned to their AD account meaning that they do not have the system permissions needed to perform the actions they need to for their role (e.g. a Nurse is unable to record a drug administration). The EPMA security groups control user access and permissions to the core EPMA system. It is important to understand that this is different to the user permissions assigned in the EPRO user directory. Some of the more common scenarios for this specific type of issue are; a newly qualified Nurse still having student Nurse level access, or a newly qualified non-medical prescriber still having their previous nurse / AHP level access

The solution is to identify which is the correct EPMA security group for the affected user and their role within the organisation. It is important to confirm that they hold a suitable professional registration and have completed the relevant EPMA training package before taking steps to update the EPMA security group on their AD account. Once this is established contact the Hoople ICT service desk to ask for the correct EPMA security group to be assigned to their AD account - this can only be administered by Hoople at this time. A list of the EPMA security groups is listed below to help identify the appropriate security group for various roles within the organisation.

Tip: When an EPMA security group is amended in the AD, the user must fully log out of all applications and the PC they are using and then log back in via windows desktop login in order for the change to become active

Login or account issue / User unable to see or do what they need to in multiple records / Wrong EPMA order sets showing /

Issue identified: Incorrect EPMA security group attached to user active directory account

The underlying cause of the reported issue is likley to be that the affected user has an incorrect / outdated EPMA security group assigned to their AD account. The EPMA security groups control user access and permissions to the core EPMA system. It is important to understand that this is different to the user permissions assigned in the EPRO user directory.
Some of the more common presentations of this type of issue specifically are a Doctor / Prescriber or Nurse working in Paediatrics having the adult patient security group assigned to their AD meaning they will only have access to adult order sets and not the paediatric ones. This same thing can happen in reverse where staff working in normal adult patient areas are seeing the paediateric order sets on their account. A similar issue can occur when Doctors rotate in and out of Anaesthetist roles as there is a specialist Anaesthetist security group giving access to specific order sets for that role

The solution is to identify which is the correct EPMA security group for the affected user and their role within the organisation. It is important to confirm that they hold a suitable professional registration and have completed the relevant EPMA training package before taking steps to update the EPMA security group on their AD account. Once this is established contact the Hoople ICT service desk to ask for the correct EPMA security group to be assigned to their AD account - this can only be administered by Hoople at this time. A list of the EPMA security groups is listed below to help identify the appropriate security group for various roles within the organisation.

Tip: When an EPMA security group is amended in the AD, the user must fully log out of all applications and the PC they are using and then log back in via windows desktop login in order for the change to become active

Login or account issue / User unable to see or do what they need to in multiple records / Wrong type of access to EPRO functions (outside EPMA tab) /

Issue identified: Incorrect security permissions assigned in EPRO directory

This type of issue will be the result of an issue with the user security permissions set up in the EPRO user directory account of the affected user

This type of issue is rare but some possible presentations are a inability to access patient records, add allergies or edit discharge summaries. The message shown below is an example of what the affected user will see when they attempt to perform an action that they do not have the neccesary system permissions for



The solution is to identify which is the correct EPRO directory security group for the affected user and their role within the organisation. It is important to confirm that they hold a suitable professional registration and have completed the relevant EPMA training package before taking steps to update the EPRO security group in the EPRO directory. Once this is established, open and edit the user security group within the EPRO directory as shown below. A list of the EPRO directory user security groups is given as an appendix to help identify the correct one to assign for particular user roles.

Issue with individual patient record /

Select the type of patient record issue from the options shown below

Issue with individual patient record / Unable to prescribe a particular drug /

Issue may be caused by a non-functional drug file in EPMA, or could possibly be an error in drug item selection - see below for guidance

Drug item selection guidance: Locating the correct drug file in the EPMA system can sometimes be difficult as the system contains well over 100,000 prescribable items. Try these troubleshooting steps below;

1. Try searching for the drug item under order set search. Order sets contain WVT specific drug item menus and complex regimens used locally




2. Try searching for the drug item in the medication search menu. If the item name appears as a lighter print font then it means it is not prescribable and the prescriber will need to click the 'dropdown' selector to display specific products that come under the drug item to find the actual product they want. Some medications can only be prescribed at product / brand level and not at drug level




3. Try searching 'non-formulary' items if the medication search does not show the item the prescriber wants. The 'formulary' in EPMA is intended to only show items that are preferred locally and stocked by the WVT pharmacy but sometimes it may be neccessary to prescribe outside of the formulary for more unusual items




4. If a drug item is selectable but the prescription cannot be comleted due to an error message, or because the prescriber has been unable to enter a variable dose, try changing the prescription template from 'Simple' to 'Expanded' using the options at the bottom of the prescription form template as this will provide broader prescribing options for the drug item

In very rare cases there may not be a prescribable / functional drug item available in EPMA. If this happens out of hours the solution is to use the 'universal form' to prescribe the item. Universal form is a 'freetext' prescription template which allows prescribers to enter a custom prescription into the record. Universal form does not come with any form of decision support (e.g. for allergies) so prescribers must take extra care when using it. If universal form is needed out of hours, please email the EPMA system management team (EPMA@wvt.nhs.uk) with the patient's RLQ and information on what item the prescriber was trying to prescribe so this can be addressed more substantively in the longer term

Issue with individual patient record / Unable to record an administration /

Issue is likley to be caused by the EPMA drug administration logic not accepting what the user is attempting to do, or could be because the user has made an error

See below descriptions of drug administration related problems most commonly reported by users and how they can be addressed

Issue with individual patient record / Patient record not showing on the right ward or is showing on the wrong ward /

Issue is most likley a result of a break in the messaging feed from the patient administration (PAS) feed in to EPMA, or could be a result of an error made in PAS such as an accidental discharge or transfer of a patient record

It is important to understand that patient information and episode information (such as admissions, discharges and transfers) are not entered directly into EPMA by users. Instead the information that is entered into the patient administration systems (Maxims for most of the hospital, Symphony in the ED) by users is automatically messaged to EPMA via a digital messaging feed. These digital messages are called HL7 messages and thousands of these are passed between our digital systems each day. Any kind of interruption to the messaging feed into EPMA can result in patient records not being transferred between wards correctly, or even failure in recording admissions and discharges in patient records

The first step is to ensure that it is only a single/small number of patient records affected, OR is it an issue affecting all patient records at once. The simplest way to check the status of the HL7 feed into EPMA is to check the EPRO HL7 log;





Ensure when you view the feed that the 'all' tab is selected and that the messages are chronologically ordered most recent first, as shown above. Messages are generally recieved several times per minute so if the last message was recieved hours ago then this indicates that the total message feed into EPRO is offline. This is a very rare issue so be sure to check the HL7 feed carefully before proceeding. Without the messaging feed in place, patient admissions, discharges and transfers will not be reflected in the EPMA record which is a major issue. Escalate to the CSM on duty and to Hoople ICT service immediately as a high priority problem


It is much more likley that only one patient record is affected. The message flow into a single patient record can be filtered out in the HL7 log by typing in their RLQ into the filter field - see below;


This will bring up the Hl7 message feed for the affected patient. Patient records that are not showing in the correct location will usually be coloured red and have an error message logged in the feed

The substantive resolution depends on the type of error with the feed and the is too broad in scope to cover in this application. If possible, escalate to a member of the EPMA system management team to investigate. As a temporary solution, you can manually move patient records into the correct ward list using the 'ADT' menu in the EPRO patient record as shown below




This action will need to be done each time a patient moves location and is only a temporary fix so ensure the EPMA system management team are notified of the affected record by emailing EPMA@wvt.nhs.uk so the issue can be resolved substantively.

Issue with individual patient record / Prescribed drugs in an EPMA patient record have unexpectedly been stopped /

Issue is most likely a result of the patient being accidentally / incorrectly marked as discharged in the PAS system

It is important to understand that patient information and episode information (such as admissions, discharges and transfers) are not entered directly into EPMA by users. Instead the information that is entered into the patient administration systems (Maxims for most of the hospital, Symphony in the ED) by users is automatically messaged to EPMA via a digital messaging feed

To investigate, start by asking the caller if the patient has been discharged accidentally, or discharged rather than transferred when being sent from County hospital to a community hospital site. If the caller is unsure then check the EPMA record to determine if the electronic prescriptions have been stopped by an accidental discharge or not

On the patient's EPMA record itself, look at the audit trail attached to some of the prescriptions that were unexpectedly stopped, this will show if the prescriptions were stopped as a result of a discharge message from the PAS feed, or if they were stopped intentionally be a prescriber

To view the prescription audit trail, simply left click on the prescription itself to bring up the full details and click the 'audit trail' link



In addition, the ADT menu in the affected patient record will show the time at which the discharge was recorded. Usually this will be 4 hours before the drugs were recorded as being stopped because EPMA has a 4 hour buffer period between when the discharge message is recieved by the system and when the drugs are automatically stopped. This is to give ward staff time to cancel an incorrect / accidental discharge before the digital prescriptions are stopped




The solution to this issue requires a prescriber to re-issue the drugs that have been inappropriately stopped by the accidental discharge. The is no way of re-issuing the stopped prescriptions, it can only be done by a prescriber. Corrective action is likley to be required in thr PAS system also, particularly if the patient record has already had a new admission created, the correct course of action following an accidental / incorrect discharge is to cancel the discharge, not to create a new admission. There is a Trustwide SOP available on the intranet to guide staff on how to address an accidental discharge. Ward based staff should be signposted to follow that and escalate to their senior manager on duty for assistance

Issue with individual patient record / EPMA medication chart (MAR) is showing on the wrong date /

Issue is most likely a result of the patient being accidentally / incorrectly marked as discharged in the PAS system

It is important to understand that patient information and episode information (such as admissions, discharges and transfers) are not entered directly into EPMA by users. Instead the information that is entered into the patient administration systems (Maxims for most of the hospital, Symphony in the ED) by users is automatically messaged to EPMA via a digital messaging feed

It is most likley that the patient's EPMA prescriptions were also stopped by the accidental discharge and these may have already have been reviewed and re-issued by a prescriber before this call has been made. The issue of the EPMA medication chart (also knows as the 'OpenEP grid') showing the incorrect date is because the core EPMA system has been knocked out of 'inpatient' mode by the incorrect / accidental discharge (i.e. the core EPMA system does not think that the patient is in hospital so continues to display the date that the discharge message was received). This issue often goes unrecognised by users until the day after an incorrect / accidental discharge takes place. To investigate, start by asking the caller if the patient has been discharged accidentally, or discharged rather than transferred when being sent from County hospital to a community hospital site. If the caller is unsure then check the EPMA record to determine if the EPMA medication chart is presenting in 'inpatient' mode or not

The simplest way to check this is on the patient's EPMA record itself, left click on the MAR view options menu as this gives different options depending on whether the EPMA patient record is in 'inpatient' mode or not



The substantive solution to this issue requires the inpatient presentation of the core EPMA system to be restored for this patient record. During normal working hours a job can be logged with Hoople ICT service desk requesting a new admission message be generated in the integration engine and sent to EPMA to restore the record. Out of hours, a temporary solution is to advice ward staff to select 'choose date' from the MAr view options menu shown above, which will show the MAR in the current date. This is a relatively poor solution because it needs to be done each time the patient record is opened and can cause confusion. There is a process (see below) that can be followed using EPRO administrator access that allows 'inpatient' EPMA activity to be restored in a patient record when this type of issue occurs. There are risks involved if this process is not followed exactly so care is required. Consider asking for help from the EPMA system management team if available.

Issue with individual patient record / Drugs are not 'pulling through' to discharge summary /

Issue is most likely a result of the discharge summary document being linked to an old episode of care

Drug information in EPMA can be used to populate the drug information in the discharge summary automatically. This linking of drug information exists between the medications items currently listed for discharge in EPMA and the discharge summary document that is associated with the current episdoe of care. The the user is editing a discharge summary document that is associated with an old episdoe of care then the drug information will not be transferred

To investigate, start by ensuring the user has correctly listed the drugs for discharge in the actual EPMA patient record by viewing the medicines reconciliation view under the EPMA tab of the patient record (this is rarely an issue but should be checked just in case)



Next step is to ask the caller to look at the discharge summary document they are working on and check the admission and discharge dates assocaited with that episode. This is simple to do by selecting 'view' to view the printable version of the discharge summary. A discharge summary for a 'current' episode should obviously show the correct admission date and the discharge date will either most likely be blank if the patient is still in, or show the correct discharge date if the discharge summary is being completed after discharge. If the discharge summary is showing the admission and dishcharge dates for a previous episode then this will confirm this as the cause of the issue

Under the documents tab in the patient's record, right click on the discharge summary document that the user is working on and select 'view' to see this information




The solution to this issue is simple, the user needs to open a new discharge summary that is linked to the current episode of care. This will allow the drug information in the EPMA discharge prescription list to be migrated into the discharge summary document. This can be done simply by selecting 'add' and then seelcting'discharge summary' which will ensure the discharge summary that is opened is linked to the current open episode



If the user has typed information into a discharge summary linked to an old episode then this can be manually copied and pasted into the new one but can't be migrated into the new document automatically. Also, if a user has editied an existing old discharge summary then they should ensure that the changes they have made are un-done to ensure the old summary is correct. The system audit trail can help guide the user if required

Issue with individual patient record / Record locked to another user /

Issue caused by an EPRO document (usually an admission checklist, discharge summary or medicines reconciliation being open by anothe user who may still be working on the document or may have unintentionally left the document open

A lock message appears as shown below:



If the affected document is the medicines reconciliation or discharge summary it is entirely possible that another user is still working on it so excercise caution if forcing an unlock. Doing so whilst someone is working on the document means they will no longer be able to save their work. If the locked document is an admission checklist (this is by far the most common) then this can be unlocked freely because it is a very brief document that usually only takes a minute or so to complete.


The solution to this issue is to unlock the document manually, which can be done as follows:

General help needed using the EPMA system /

In the absence of any faults with the user's system access and with the patient record they are using it is likley that the user simply needs help to perform a specifc task

In order to assist with these types if problem a series of 'user support' video guides have been created to cover off the situations where users most commonly report that they need help. If such a guide exists then it is acceptable to signpost a caller to that for their enquiry

The user support videos are available online from any device via this link https://www.epmatraining.org/EPMAsupportVideos.html

The same support resource is also available through the online EPMA training site and directly from the desktop of WVT computers via a chrome link



If a user is struggling with a routine function of the EPMA system, such as completing a regular discharge summary, advise them that they are able to revisit the main training material whenever they wish

EPMA system outage (P1 event) /

Loss of all or a large portion of EPMA system functionality affecting all / most users is classified as a priority 1, or 'P1' event

This is the most serious and urgent type of call. There is specific guidance on how to handle and escalate these types of call and how to provide users with support in accessing and using business continuity resources to allow patient care to continue whilst the EPMA system is offline

Guidance is shown below in pdf format. Colleagues are encourged to also consult the word format document held on the clinical systems desktops and the Q: drive to allow the embedded documents and links to properly open

Call from out of hours GP (Taurus) /

Taurus GPs do not work for WVT directly, they instead provide an out of hours service to the WVT community hospitals

Taurus GPs are currently treated as a special case in relation to their EPMA access. Whilst Taurus GPs have access to, and are encouraged to complete the online EPMA training, they use the system so infrequently that they are unlikley to remember their training. Similarly, whilst they can obtain WVT active directory accounts and have their own EPRO accounts created they often do not remember their login details and their accounts are likley to become frozen from inactivity given the low frequency of use

If a Taurus GP has their own system account in place and is able to log in to it then they may just need some help actually using the system

In many cases, Taurus GPs are not able to log in to EPMA either because they have no log in details, can't rememebr them or they have been frozen through inactivity, meaning that they will require the use of temporary AD accounts for EPMA system access at the point of use. They will often also need some help in actually using the EPMA system to prescribe a drug for a patient or stop / suspend a current drug as required. Unlike with regular users, we do not need to insist that a Taurus GP completes their online EPMA training before giving access using a temprorary AD account as they only need to deal with a single patient and then the account can be withdrawn immediately