Recommended Customer Issue Escalation Process

Recommended Customer Issue Escalation Process


K2 recommend the following internal issue escalation process to ensure the smooth running of the Guardian System. 
The escalation proceeds from End User - Clinical Expert - Hospital IT Support
K2MS Support can be contacted at any time during this process to liaise with End User, Clinical Expert and/ or Hospital IT support to resolve of the issue.

End User

Bedside Portal

Steps to try before escalating:
Escalate to:
You cannot turn the bedside portal on 
  • Is the orange power cable firmly screwed into the the back of the bedside portal, securely plugged into and switched on at the wall power outlet? Try another wall power outlet.
  • Are there signs of damage to the cable or wall outlet?
If damage is suspected, do not attempt to use and immediately contact your Hospital's biomedical department
When admitting a patient onto the bedside portal, you get a message that the bedside portal “cannot connect to database”
  • Is the yellow network cable firmly plugged into both the bedside portal and the network wall port.
  • Are there signs of damage to the cable or the wall port?
  • Are other bedsides able to connect to the database?
  • If required, create a temporary patient record in system and document against the temporary record (please note that antenatal and outcome information cannot be recorded against a temporary record)
  • If you are still unable to be record onto the K2 system, enter the information in the paper progress notes and/ or partogram, then update the system when functioning
Contact K2MS Support
You cannot authenticate using your fingerprint on the bedside portal
  • Check to make sure fingerprint reader window is clean and the your finger is not too wet or too dry, if this does not work, then
  • Attempt to use your password, then
  • Ask a senior member of staff to re-enrol your fingerprint
Contact K2MS Support
The CTG recorder is on and recording CTG, but you cannot see CTG trace on the bedside portal     
  • Is the grey CTG serial cable securely screwed into the back of the bedside portal and firmly plugged into the CTG recorder?
  • Are there signs of damage to the cable or the CTG recorder?
If damage is suspected, do not attempt to use and immediately contact your Hospital's biomedical department
You cannot print patient records from the bedside portal
Restart the central station computer
Contact K2MS Support
You have recorded clinical or CTG information into the wrong patient's record
  • If the incorrect patient record is still open on the bedside portal, choose patient details from the top left of the main screen and select the [Admitted wrong patient] button to re-assign the current session to the correct patient's record
  • If you have discovered the error after the patient record has been closed on the bedside portal, contact your Clinical Expert or K2MS Guardian Administrator
Contact your Hospital's K2MS Guardian Clinical Expert

Central Station

Steps to try before escalating:
Escalate to:
You cannot turn the central station on 
Check that both the central station screen and computer are plugged in and switched on
Contact your Hospital's IT support desk   
The central station is not displaying patient details or CTG traces
Check that the central station computer network cable is plugged into both the computer and network wall port. Restart the central station computer.
Contact your Hospital's IT support desk
The fingerprint reader does not recognise your fingerprint, or asks for a password instead
  • Check to make sure fingerprint reader window is clean and the your finger is not too wet or too dry, if this does not work, then
  • Ask a senior member of staff to re-enrol your fingerprint
  • Unplug and re-plug the fingerprint reader into the USB port on the central station computer
  • Restart the central station computer
Contact your Hospital's IT 
You cannot print records from the central station
Restart the central station computer
Contact K2MS Support


Athena Desktop

Steps to try before escalating:
Escalate to:
You get a message that you  'cannot connect to database'
  • Check that the workstation's network cable is plugged into both the computer and network wall port.
  • Restart the workstation.
Contact your Hospital's IT support desk
You get a message that you 'are not an authenticated user' or 'wrong password'
  • Ensure that CAPSLOCK is not selected
  • Is the password working for other applications?
  • If not, reset or change your network password
Contact your Hospital's IT support desk
The fingerprint reader (if present) does not recognise your fingerprint, or asks for a password instead
  • Check to make sure fingerprint reader window is clean and the your finger is not too wet or too dry, if this does not work, then
  • Ask a senior member of staff to re-enrol your fingerprint
  • Unplug and re-plug the fingerprint reader into the USB port on the workstation
  • Restart the workstation
Contact your Hospital's IT support desk

Remote CTG Viewing

Steps to try before escalating:
Escalate to:
You cannot open the Remote CTG Viewing web page
Please confirm that you have an active internet connection
Contact K2MS Support
Your login is rejected
  • Please confirm your login details before trying again. If your login credentials are provided by your Hospital's IT department, you will need to contact the Hospital IT help desk to confirm your credentials before attempting to login again
  • If your login details are rejected three times, you will be locked out of remote CTG viewing. You will need to contact one of the senior midwives on shift to unlock your account from the central station
Contact K2MS Support
Once logged in, you cannot see any admitted patients on the chalkboard
  • Please contact the senior midwife on shift to confirm that the patient is admitted onto the bedside portal
  • If the patient is admitted onto the bedside portal and you still cannot see their record remotely, ask the senior midwife on shift to restart the central station. Log out of remote CTG access and wait 5 minutes before trying again
Contact K2MS Support
You have bought a new phone and have lost either the web address or your login details
Please contact your Hospital - they should be able to provide you with the correct details
Contact your Hospital's K2MS Guardian Clinical Expert

Clinical Expert

Issue
Steps to try before escalating:
Escalate to:
User reports that a temporary patient record was created
Open Athena desktop application's archive. If the temporary record has not been automatically merged, follow the manual merge process to merge the temporary record with the PAS generated record
Contact K2MS Support
User reports that information was entered into K2 for the incorrect patient – Patient safety issue
  • User to document specific details of patient record affected and the exact nature of the data entered incorrectly
  • Clinical expert to determine if clinical risk report is necessary, and if so, instruct the user to complete report
  • Clinical expert to request (by email to K2MS) deletion of incorrect data from patient record
  • K2MS contact to advise Clinical expert by return email that the request has been completed
Contact K2MS Support
User reports that patient exists in Patient Administration System, but does not appear in the K2MS System
  • Check that the patient in PAS is not accidently identified as a “male”.  Males will not populate in K2.  If so update PAS and after an interval , check K2 and confirm the patient is present.
  • In PAS go the “Change Patient Details screen” and press “update.  After an interval , check K2 and confirm the patient is present.
  • If the patient is still not present, Contact Service Desk to log a support job
Contact your Hospitals IT Support Desk
Potential bugs identified within the K2 application
  • User to notify Clinical expert and, together, document as much detail as possible about the potential bug before submitting (by email or phone call) details to K2MS
  • If K2MS confirm that a bug is present, a PIR will be logged and the PIR number & fault classification quoted to the Clinical expert. The severity of the bug will assessed and rated according to the K2MS Fault Classification table (see K2MS Service Level Agreement)
  • The bug will be fixed by K2MS within the agreed timeframe for the fault classification and the fix submitted to the customer for acceptance testing & approval before installation into the production environment
  • The request is closed once the bug has been fixed and released into Production
Contact K2MS Support
Suggestions for additions or enhancements to the system
  • The clinical expert will (to the best of their ability) define the request for change or enhancement and submit to the K2MS contact.
  • K2MS will produce a Scope of Work (SoW) document detailing the exact changes required.
  • Once the SoW has been defined and signed by both Customer and K2MS it will be submitted to the K2MS product development team for cost assessment and timeframe to delivery
  • A formal quotation will be provided by K2MS to the customer
  • K2MS will only action the SoW once a Customer order is been received
  • The change/ enhancement will be applied to the customers test environment for customer acceptance testing & approval before installation into the customer’s production environment
  • The request is closed once the enhancement has been released into Production, or if the outcome from the discussion with K2 is that the enhancement will not be implemented.
Contact K2MS Support


Hospital IT Support

Issue
Steps to try before escalating:
Escalate to:
User gets message that the workstation “cannot connect to database”
  • Capture the user name, PC name/location, time etc
  • Ask the user to check that the Ethernet cable is plugged in at the back of the PC
  • Ask the user if other desktop PCs are able to connect to K2 or other applications
  • If another functional desktop PC cannot be found, suggest the user records any information on bedside portal if possible. If unable to be recorded on system, instruct user to enter clinical information in paper progress notes/ partogram and update when system is functioning
  • Check that the database servers are online and that the network is intact
  • Ask the user to re-launch the software
  • Ask the user to get a different user to login first
Contact K2MS Support
User gets a message on the workstation that they “are not an authenticated user” (AD users only)
  • Capture the user name, PC name/location, time etc
  • Ask the user to re-launch the software
  • Ask the user to get a different user to login first
  • Assist the user with resetting the user’s password
  • In very rare instances this can occur when the AD account for the user isn’t mapped correctly. It could because the user has a maiden name in AD or has two accounts.
Contact K2MS Support
Fingerprint scanner on workstation will not recognise the user
  • Capture the user name, PC name/location, time etc
  • Ask the user to Attempt to use the manual password to save patient information.
  • Ask the user to remove and re-plug in finger-print reader.
  • Attempt to use the manual password to save patient information.
  • Ask the user to ask the Local admin to remove and re-enrol users fingerprint
  • If this is unsuccessful notify K2 Support
Contact K2MS Support


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