Part of Clinical system migration guide

Getting support for migration issues

This page explains the support available for GP Practices, IT Delivery Partners and commissioners by providing examples and best routes to take to resolve issues that might occur during the clinical system (also known as a catalogue solution) migration process.

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Overview

Migrations often run smoothly, however issues can sometimes occur. If this happens, work with your IT delivery partner and suppliers to get the most immediate support throughout the migration process. You may need to involve your commissioner to negotiate a resolution with a supplier if it takes longer than expected or is not a solution that all parties agree on.

The following sections explain:

What suppliers are committed to do during a migration
Potential issues to be aware of
When, where and how to escalate and the path to take to get them resolved

What suppliers are committed to do during a migration

Suppliers are committed to resolving any issues that might occur during a migration under the 'Overarching Standards' on the GPIT Futures framework. For a supplier to provide a clinical solution in the framework, they must meet the required conditions.

For clinical system migrations this is addressed in the:

These are essential for suppliers to fulfill when migrating GP practices’ clinical systems (also known as foundation solution).

Potential issues to look out for

There are potential issues to be aware of during different stages of a migration. The following examples of activities describe when these types of issues could occur and the relevant Standard(s) that may be affected. They are referenced from the Overarching Standards on the GPIT Futures framework.

Preparation & Migration activities

Examples of issues when preparing for migration of the data extract:

Initial or final data extract delayed, extending timelines

Standard affected: Data Migration Standard > Catalogue Solution Migration Process > sections 5.11, 5.12 and 5.15

Material risk identified but not prevented prior to migration

Standard affected: Data Migration Standard > Catalogue Solution Migration Process > section 5.5

Sign-off of the data checking stage delayed

Standard affected: Data Migration Standard > sections 5.6 and 5.7

Repeated failed attempts to import the initial data extract

Standard affected: Data Migration Standard > Catalogue Solution Migration Process > section 5.14

Cutover & Business Go-live

Examples of delays after the final data extract:

Delays importing the final data extract

Standard affected: Data Migration Standard > Catalogue Solution Migration Process > section 5.15

Approval for business go-live delayed

Standard affected: Data Migration Standard > Catalogue Solution Migration Process > section 5.16

Examples of training provision compromised:

Training evaluated as below the standard required

Standard affected: Training Standards TR-8.1 and TR-8.3

Additional training deemed to be necessary

Standard affected: Training Standard TR-12.1

Data correction or data loss

Examples of data quality loss on import of final data extract:

Coded data degraded to free-text (e.g. SNOMED CT, Read v2 or CTV3 codes)

Refer to Data Standard - Reference data section

Examples of when data wasn’t included in the final data extract:

Attachments missing from the records

Flags missing from patient records

Missing patient records

Refer to Service Management Standard SM005 and section 4.4 of linked document GPITF Framework 1 - Specific Incident Management Obligations

Support throughout the migration

The pathway and what to consider for deciding when to include other parties to get your migration issue resolved.

1. Discuss with the suppliers

Planning, preparation and communication should be done ahead and be referenced throughout the migration process, to prevent issues from occurring. However, if issues do happen, work with your suppliers to come to a suitable resolution. If an issue persists or there has not been a consensus reached, then consider the next step.

2. Reach out to the commissioner/ICS

If a supplier doesn’t resolve the issues you have raised in the time frame specified in the contract with your supplier, then speak to your commissioner's contacts.

3. Contact NHS Digital
You and your commissioner can escalate to the GPIT Futures programme at NHS Digital if a supplier hasn’t come to a resolution and has not met all of the Overarching Standards on the GP IT Futures framework. They will investigate the issue and can act as a mediator between all parties.

How to escalate to NHS Digital

If the supplier has not resolved an issue you and your commissioner have raised with them, then contact the GP IT Futures programme at NHS Digital. An NHS Digital supplier manager or similar will review your query and get back to you. They can act as a mediator between you and the supplier to come to a suitable resolution.

Send an email with the subject line and the necessary details about your migration issue as indicated below:

Send an email to: [email protected]
Include in your subject line: GP practice migration

1 - Migration date
2 - GP practice and ODS code
3 - Type of migration (full/merger/split)
4 - Supplier name
5 - Supplier's incident number(s)
6 - Precise details of the issue (include as much detail as possible)
7 - If you know which standard has been affected, then please provide that as well (refer to the previous section: ‘Potential issues to look out for’)

Last edited: 29 June 2022 2:37 pm

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