Please can you supply the following for your NHS Body, under the freedom of information act:
- the number of IT issues requests made in your NHS body for each of the last 12 months
- the number of IT incidents raised in your NHS body of each of the last 12 months
- the average IT Helpdesk response time (when an e-ticket is raised) for each of the last 12 months
- the average IT Helpdesk waiting time (when calling the helpdesk directly) for each of the last 12 months
- the average IT Helpdesk turnaround time for e-tickets for each of the last 12 months
- the number of critical IT incidents in your NHS body which directly impacted patient care for each of the last 12 months
- The number of critical IT incidents in your NHS body which directly impacted on patient care for each of the last 5 years
Thank you for your request dated 25th January 2024.
Please see the IT incidents image for the number of IT issues and incidents and, the average IT Helpdesk response, waiting and turnaround time for each of the last 12 months. This information is taken from our IT helpdesk.
The following information is from incidents that are reported through Datix, a Risk Management Information System.
Response to: - the number of IT incidents raised in your NHS body of each of the last 12 months
Please note - this is the number of Information Technology related incidents reported on the Datix Cloud Concerns Management System.
|
Request |
Feb-23 |
Mar-23 |
Apr-23 |
May-23 |
Jun-23 |
Jul-23 |
Aug-23 |
Sep-23 |
Oct-23 |
Nov-23 |
Dec-23 |
Jan-24 |
|
2 - The number of IT incidents raised in your NHS body of each of the last 12 months |
6 |
9 |
13 |
7 |
10 |
7 |
6 |
4 |
4 |
6 |
3 |
6 |
Response to:- The number of critical IT incidents in your NHS body which directly impacted patient care for each of the last 12 months
Please note - 'Critical' is not terminology used to classify incidents in Datix.
Incidents classified as Moderate harm or above relating to Information Technology have been reviewed and no incidents have been identified that have impacted patient care.
Response to:- The number of critical IT incidents in your NHS body which directly impacted on patient care for each of the last 5 years
Please note - 'Critical' is not terminology used to classify incidents in Datix.
Incidents classified as Moderate harm or above relating to Information Technology for 2022 and 2023 have been reviewed and no incidents have been identified that have impacted patient care. Information from 2021-2019 cannot be provided as incidents were not categorised in harm grading on the legacy concerns management system.
If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of the decision, you should write to the Corporate Complaints Manager, Public Health Wales NHS Trust, 3, Number 2, Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ.
If you are not content with the outcome of your complaint or review, you may apply directly to the Information Commissioner for a decision. Generally, the ICO cannot make a decision unless you have exhausted the complaints procedure provided by the Trust. The Information Commissioner can be contacted at:
Information Commissioner for Wales
2nd Floor
Churchill House
Churchill Way
Cardiff
CF10 2HH
Telephone: 029 2067 8400
Email: wales@ico.org.uk