Incident Support Model - live site support

You should follow these steps to report an issue: 

1. Report the issue to your existing local helpdesk, if you have one
2. If you do not have a local helpdesk, or if this does not resolve the issue, contact your system supplier helpdesk to investigate and resolve the issue where possible.
3. If a system supplier helpdesk cannot resolve the issue or they suspect the issue is with the NHS Spine service, or they do not provide a satisfactory outcome, then the incident should be escalated to the NHS England National Service Desk (NSD). 

NHS England National Service Desk 

Telephone: 0300 3 035 035

Email: [email protected]

Alternatively, you can log the incident yourself using the customer service portal. 

Please provide as much information as possible to help the service desk direct your enquiry, including the name and type of your organisation, name of supplier and product (if known) and the impact of the issue. Your issue will then be passed to the appropriate team to resolve or investigate further.

Escalate an unresolved issue

To escalate an unresolved issue, follow your local system supplier process. If you do not feel this has provided a satisfactory outcome, you can escalate the incident to the National Service Desk.  

For incidents logged with NHS England, please make sure you have the unique incident number before calling the National Service Desk.

View the service status of national applications managed by NHS England or register for national service updates.

Examples include, N3/Health and Social Care Network (HSCN), Personal Demographic Service (PDS), Spine, National Care Records System (NCRS) or Care Identity Service (CIS). 

Where an incident is identified by NHS England in relation to the NHS Spine service, each of the supplier's authenticated users will be notified directly.