Frequently asked IT questions

What methods of remote access are available?

The four options for GPs and staff wishing to use remote access to work from home include (in order of preference):

1.       NHS laptops configured with UTM for remote working.

2.       Exponential-E Remote Access System Licences, for use with your own personal computer.

3.       HSCN\N3access tokens, for use with your own personal computer (you may have historically purchased this as a practice)

With regards 2 and 3 above, the Ardens website shows how to set-up a number of resources you may need if you intend to user you own personal computer. This includes how to download SystmOne and EMIS Web and how to install a smart card reader.

Alternatively, you could follow the NWL ICT generic guide for installing the necessary software - this will be on your Collabor8 Extranet, search for 'Using Exponential-e.docx'.

Options 2 and 3 above also require you to have your own NHS smartcard reader.

4.    Logmein remote access software - this is not recommended unless your Caldicott Guardian has ruled out the above options and considers the clinical risk justifies the need (see below).

These are not normal times and we are doing the best we can to get equipment for you. Both the ICO and NHSX have reassured us that there is unlikely to be regulatory punishment for using solutions required on the basis of clinical need to support your patients.

A number of practices have already chosen to use Teamviewer and Logmein as remote access solutions which do not offer the degree of protection which would normally be expected. For example, Smartcards may need to be inserted at the practice. If this is in an unsupervised setting there is a potential risk. Likewise, time-outs may need to be managed within the practice. This software may be more suitable for administrative use, for example with payroll. Also, if your practice has been upgraded to Windows 10 you will not have admin rights to install the software unaided, so please inform the ICT Service Desk who will help you to install on a specific device as a short-term measure. 

In exceptional times, as data controllers aware of your GDPR responsibilities you may decide to assess and mitigate these risks as a short term measure.

Can I request additional UTM remote access accounts on my NWL device?

Yes, however due to high demand of  requests for Remote Access, IT  are  currently working  through the list of requests and the turnaround  time will  between  be 3-5 working days.

What should I be aware of if my practice has been upgraded to Windows 10?

Practice staff will be unable to install new software such as LogMeIn, if your practice has been upgraded to Windows 10.

If you require this to be installed or any other change, you will need to contact the Service Desk to arrange this.

My laptop requires updates or is non-functional, what do I do?

Please contact the Service Desk.

If they are unable to resolve the issue immediately, they will arrange for collection by courier or request you to drop the device at the IT Service Desk (15 Marylebone Road, NW1 5JD).

Due to a high number of requests we are receiving, the device will have to be left with us for 3 to 5 days, after which you can collect it or arrange for delivery back to your practice.

I have a spare laptop I don’t need, what can I do?

Please contact the Service Desk who will check whether the device is potentially usable and may arrange for it to be reallocated to someone else.

Can my practices use Virtual Consultation?

As part of patient management in response to COVID-19,  a number of free video consultation tools are available to practices.

Video consultation is suggested as a follow up to telephone consultations, where deemed appropriate by clinicians.

NW London CCGs, excluding Brent, Ealing and Hammersmith & Fulham, are currently in the middle of procurement for online consultation solutions,  therefore we advise Primary Care Networks to discuss the free solutions available and agree on the best option for their practices to use for their immediate needs. Procurement timelines are being discussed at a national level, in light of current pressures and we will update on the outcome of these discussions and the impact it will have on practices as soon as possible.

Practices across Brent, Ealing and Hammersmith & Fulham should expect a separate update on the roll-out of online consultations in their area.

NWL IT has not under-taken a full evaluation of these different options in respect to functionality or security, however many practices have begun to start using these successfully. 

If you would like support in implementing these solutions in your practice, please log a call with the Service Desk and request support from the Primary Care Systems Team. 

Is there a delay in MJog message delivery?

MJog are aware of delays to some messages due to high demand for the messaging service.

Appointment reminders and 'now' messages are given priority, and there should be minimal delays to those. Once those are processed, the system then continues to process outstanding campaign messages.

Some campaign messages might experience delays of around 48 hours, but we should see improvement to this as MJog and carriers work to increase capacity.

Can I take my desktop workstation home?

Confirmation required: At present we do not permit desktops workstations to be removed from the practice, since it may be required for use by other practice staff or locums.

How do I clean my device if I think it may have had exposure to Covid19?

Awaiting response from infection control specialist.

I am self-isolating at home, can IT send or collect equipment from me by courier?

Awaiting response from infection control specialist.

Can my practice/PCN use MS Teams for collaborative working?

Confirmation required.