Supporting Key Workers

As software suppliers to the health and social care sector we have put new measures in place to assist our users in their everyday working lives. Under the current pressures we understand the need to support our contracts in any way we can. Problems Faced: 1. Covid-19 Hospital Discharge Service requirements means an extra demand on the services we provide software for, with prescribers and community equipment services now supporting discharging patients Monday-Sunday 08:00 - 20:00 2. Ensuring Community Equipment Service employees aren't at unnecessary risk when performing activities or service users when accepting deliveries/collections. The CSS Response: Extended Helpdesk Support hours, ensuring prescribers and services have first-line support for any queries concerning TCES and Pro-Cloud when or if they require it. These extended helpdesk hours will start from 10th April 2020 until further notice. Software development on TCES Connections, TCES Community and Pro-Cloud allowing prescribers to flag Covid-19 cases in the system, passing the information directly into Pro-Cloud Web and App meaning services can amend routes and resource technicians with PPE for covid-19 patients. Pro-Cloud will also allow flagging of COVID-19 if a Customer Service representative learns of a positive patient whilst ringing the client. The PPE flag in the Pro-Cloud App which already triggers for other communicable diseases will now also alert for covid-19. How CSS Have Achieved this: Unparalleled external hosting with Rackspace ensures we can update our software swiftly in response to emergencies such as the Covid-19 pandemic, ensuring all our platforms can be updated with minimal downtime, which just simply wouldn't be possible with internally hosted solutions. Homeworking utilising VOIP telephony guarantees our staff are available to support customers under the current challenges.

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