Skip to main content

Incident and service request process

Find out about who to contact if there's an incident and how to find out about live service information.

Page contents

Incidents, escalations and complaints

Contact the National Service Desk (NSD) by calling 0300 303 5035 or by emailing [email protected].

You can now also report issues through ServiceNow directly to the DSfC team (Data Services for Commissioners) Please see the link to the ServiceNow portal Customer Service Portal - Customer Support (service-now.com). Please only raise a ticket with ourselves if the query is in regards to CDA forms, Commissioning datasets, Secondments and Information Governance queries.

We will aim to assign and triage each ticket to the correct team/staff member within 2 working days. You will also receive a case number when you raise a ticket through ServiceNow, here you can check for any updates.

If you are unable to raise a ticket through ServiceNow contact [email protected] 

 

High severity service incidents

High severity service incidents should be reported to 0300 303 4333.

Incident

For any data breaches or DSA breaches please contact the National Service Desk (NSD) by calling 0300 303 5035 or by e-mailing [email protected].

Escalations

You can escalate an open incident with the National Service Desk, 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 email should be clearly marked as an escalation, with the information provided about the reason for the escalation. 

Complaints

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.

Find out about our general complaints procedures.

Live service information

Visit our live service status information page (only available on the HSCN network).

NHS National Service Status app

You can also download the NHS National Service Status app for high severity service incident (HSSI) alerts. 

It's available to download from the Apple App Store and the Google Play Store.

Last edited: 22 August 2023 10:24 am