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High severity service incidents should be reported to 0300 303 4333.
You can escalate an open incident with the National Service Desk and Cherwell, but if there's a risk of an immediate or imminent service impact on patient care, we recommend that you call the service desk.
Escalations reported via Cherwell or email should be clearly marked as an escalation, with the information provided about the reason for the escalation.
The National Service Desk provides first line helpdesk support service to all non-accredited Local Service Desks (LSDs) and end users who need support to manage various national system related incidents.
All National Service Desk customer contacts to the Service Desk will result in an incident or service request being raised, or an existing record updated. Complaints can be raised throughout the lifecycle of any occurrence, or as a direct result of an expression of dissatisfaction about the National Service Desk.