:: Customers ::

Over the last few years, HSS have produced an extensive range of CRIS CRIB sheets. These guides have been developed to provide step-by-step instructions regarding basic CRIS functions/modules, as well as guides to more advanced CRIS system management and housekeeping facilities such as adding users, changing security settings, setting up post exam defaults etc.

The Library is split into four categories, in order to provide guides which relate to both the CRIS (Character Mode System) and the CRIS (Windows System) broken down into customers using CRIS version 4.0, version 5.0 and the new version 6.0.

To access the complete 'CRIS CRIB sheet Library' via the CRIS On-line Help and Information Portal, click here

Please note: All CRIS3 CRIB sheets are copyrighted. However, existing CRIS3 customers are welcome to download and re-produce any documents as required.

Healthcare Software Systems provide fully comprehensive telephone and modem/NHSnet support for all customers.

HSS operate a fully integrated support system which manages support calls for all products. The HSS support services provides application, operating system and technical hardware or software support.

Calls are logged on a central support system; assessed, prioritised and forwarded to the relevant support service.

The support system operates company-wide and includes a knowledge base that can be referred to for problems that may have previously occurred. This feature ensures rapid access to relevant information and reduces fix times for the user.

HSS are also pleased to announce the launch of a new on-line call logging system designed to provide customers with the ability to log new support calls, and monitor the progress of any existing calls directly via HSS' new support website www.nhshelpdesk.net.

At this time, HSS is currently piloting the new system with a small group of sites, however it is anticipated that the system will soon be implemented throughout the entire CRIS/CBSS userbase enabling improved customer feedback and access to other customer focused facilities directly via the internet.

HSS also plan to develop the new system further still in the near future to include:

	The ability to produce on-line reports to allow System Managers to review the number of open or closed calls, as well as the type and frequency of calls throughout any given period.
	CRIS/CBSS Bulletin boards/Forums which will enable customers to discuss both existing and required CRIS/CBSS functionality, as well as any other issues surrounding Radiology focused protocols/initiatives with colleagues at hospitals throughout the UK.
	Full access to all existing CRIS/CBSS documentation/user-guides and other customer focused documentation.

Consequently, if you would be interested in joining this pilot scheme please contact HSS' Helpdesk Manager - Lee Ellis on 01623 48 98 28 or by e-mail
who will be more than happy to discuss the new system in more detail.

Please note: This system is only available to CRIS or CBSS System Mangers, unless otherwise advised.

As a result of a recent evaluation of the HSS call management system, we have identified the need for a more structured process of logging requested developments and modifications to the CRIS3 system.

Consequently, in order to improve productivity and CRIS3 customer support, HSS are now encouraging customers to begin submitting requested developments or modifications, via electronic or paper based "Requested Change" forms.

These forms will then be evaluated in order to achieve the following objectives:

To ensure that HSS are aware of all relevant information, and that the request has been made via the correct channels.

To direct a query to the most appropriate individual based on that person's particular specialty or areas of knowledge.

To facilitate the identification of similar modifications/developments requested by multiple sites, therefore promoting the development of software that is more generic than has previously been the case.

To monitor the type of development/modification queries received.

To provide an improved overall picture of on-going and requested work for each site.

To reduce client frustration and time wasted by attempting to inform clients about completed work.

As a result, in the next couple of months, we will be writing to all CRIS3 system managers to outline proposed changes to the way calls are logged and managed, and to provide customers with electronic and paper based "Requested Change/Development" forms.

We will also be encouraging each site to elect a single point of contact in order to avoid unnecessary duplication of work, and to improve customer feedback regarding completed work.

Download a 'Requested Change' Form

IMPORTANT: Please select 'Save Target as' via your right mouse button.

In order to improve our helpdesk even further, the HSS call management system has also been modified to facilitate automated feedback via e-mail. This means that in future helpdesk staff will be able to e-mail the results of any investigations directly to your agreed site contact, therefore enabling HSS to notify customers with the minimum amount of delay.

This Development does not of course mean that staff will cease to contact customers directly with any relevant feedback. It simply means that if a call does not really require any further discussion, or if helpdesk staff have made several unsucessful attempts to contact a particular member of staff, advice and the results of any investigations can still be communicated via your agreed site contact.

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