Docman Connect Service Description
Overview
The purpose of this article is to outline the service included in the day-to-day service management for Docman Connect.
Support: Incident Management
Incident Detection & Reporting
Incidents can be logged with the Docman Secondary Care Service Desk using the following methods.
OneAdvanced Support Portal | services.oneadvanced.com |
Telephone (Priority 1/2 Incidents) | 0330 343 5000 |
Our Docman Secondary Care Team operate Monday to Friday between the hours of 8:00am and 5:00pm, Excluding Bank Holidays.
Classification & Initial Support
A Support Incident can be classified as either a failure in a supported service or configuration item that supports the running of the provided service.
A Service Request, which is not bound by an SLA. Normally a user request for information or advice, or for a standard change. A typical example would be a password reset or a request to upgrade.
OneAdvanced Incident Management workflows are outlined in the OneAdvanced Support Handbook. Should you need to escalate an incident please refer to our Customer Escalation Process.
Resolution & Recovery
OneAdvanced will always endeavour to provide a permanent resolution for your support incident. In the interim, if a suitable workaround is available which allows the customer to resume normal operations without introducing any additional risk, OneAdvanced may seek to apply it as a temporary solution in agreement with the customer.
Application Key Performance Indicators (KPI)
We endeavour to find a speedy resolution to all our cases to avoid disruption to your service. The Docman Secondary Care team work to the Application KPI’s outlined in the table below. These timings are effective between 08:00 and 17:00, Monday to Friday excluding Bank Holidays.
Priority | Business Impact | Target First Response |
1 | Non availability and total loss of service to the Customer due to a failure of the Product or IT Infrastructure (for which OneAdvanced is responsible) | 1 Hour |
2 | Critical functionality unavailable, but interim workaround is available and accepted by Customer based on reasonable business criteria | 4 Hours |
3 | A problem not preventing operations but with the potential to do so if unresolved | 8 Hours |
4 | A minor problem either cosmetic or otherwise, and not preventing the operation of the system. Low impact/cosmetic | 24 Hours |
Please review our Customer Support Handbook for information on how to get the best from OneAdvanced support services.
Clinical Risk Matrix
The below Matrix displays the information used when judging the severity of a clinical risk. This information is used as a standard across all of the OneAdvanced Health and Care product set by our Clinical Safety team with some additions specifically for Docman.
The Clinical Risk rating that is given to the incident following review will help to determine the Minimum Required Actions that need to be taken going forwards. A Clinical Risk Rating between 1 and 4 will lead to a fix being added to the product backlog, a rating of between 5 and 10 will lead to a fix being added to the next release and a fix of 12 or above will lead to a patch being created to fix the issue as soon as possible. The above matrix is based off of DCB- 0129 from NHS Digitals recommendations.
Assured Delivery Statement
Assured Delivery with the Docman Connect Assured Delivery Service, Docman will monitor the service for documents that have not been delivered to GP Practices within the expected timescale of 24 hours (dependent on practice configuration).
In such cases, Docman will contact practices who use a Docman solution to collect documents, to ensure that the documents are collected in a timely manner. The GP Practice will be contacted initially by phone notifying them that there is overdue clinical correspondence waiting to be collected from the Connect Service via their Docman Scheduler. If the phone call is unsuccessful an email that provides the GP Practice with instructions for self- resolution.
If Docman are unable to contact the practice or are unable to gain the appropriate cooperation to resolve the issue, Docman will contact the document provider to notify them of any failed deliveries. The provider can then decide how to manage any undelivered correspondence.
Document Rejections & Actions
Practice Rejection – To be actioned by Sender
Rejection Message | Reason | Action Required |
REJ01 – Patient is no longer registered at this practice | Rejected by user as the patient is no longer at the practice. | This is actioned by the trust in accordance to their pre-established process. |
REJ02 – Patient never registered at this practice | Rejected by user as the patient was never registered at the practice. | This is actioned by the trust in accordance to their pre-established process. |
REJ03 – Incomplete Document | Rejected by user as the document is incomplete. | This is actioned by the trust in accordance to their pre-established process. |
REJ04 – Document cannot be viewed | Rejected by user as the document cannot be viewed. | This is actioned by the trust in accordance to their pre-established process. |
REJ05 – Duplicate Document already received | Rejected by the user as they have already received the document. | This is actioned by the trust in accordance to their pre-established process. |
REJ07 – Deceased/End of Life | Rejected by user as the patient is deceased. | This is actioned by the trust in accordance to their pre-established process. |
REJ08 – Invalid Document | Rejected by user as the document is not valid. | This is actioned by the trust in accordance to their pre-established process. |
CONNECT3 – {Custom reason provided by Docman} | This is a custom rejection reason where Docman will reject the document if we are unable to get the document downloaded at practice side. | This is actioned by the trust in accordance to their pre-established process. |
No acknowledgement received from Mesh after 5 days | Non-delivery report received from MESH. | Trust to report to Docman frequent occurrences. This is actioned by the trust in accordance to their pre- established process. |
No acknowledgement received from EMIS | Non-delivery report received from Optum. | Trust to report to Docman frequent occurrences. This is actioned by the trust in accordance to their pre- established process. |
Tif Conversion Failed. File size too big, max allowed is [number]KB | The document is too large to be sent after it has been converted. | This is actioned by the trust in accordance to their pre-established process. |
System Errors – OneAdvanced to Action
Rejection Message | Reason | Action Required |
Unable to deliver document / Document status errored as Docman 7 destination [ODS Code] has not collected within 5 days | Documents undelivered after days specified in document collection. | OneAdvanced to contact endpoint to configure site. |
Organisation [orgcode] is not CDA enabled, unable to send MESH document | ODS not CDA enabled (TPP only) | GPs must be Active to send to. OneAdvanced to check code status (Active/CDA Enabled) and trust to resend document. If unsuccessful, resend via alternative method. |
No live SystmOne unit for ODS code | The document has been sent to a TPP site but the ODS code has no longer got a live SystmOne unit. | OneAdvanced to call practice and check their clinical system and trust to resend document. If unsuccessful, resend via alternative method. |
Failed to Retrieve File (7007) | Failed to retrieve document from document store so is unable to send to practice. | OneAdvanced to contact originating sender and request deletion of original document / resolve rejection and re- upload. |
Failed to Retrieve File (7006) | Failed to store document to document store so it is unable to be delivered to the practice | OneAdvanced to contact originating sender and request deletion of original document / resolve rejection and re- upload. |
Unable to get status of document guid {guid} from MESH / Failed to send package | Document has been unsuccessful when sending to a MESH endpoint. | OneAdvanced to resend the document and action if further failures occur. |
Conversion Failed. Error ID [x] | The document has failed to convert when initially uploaded to Connect. | OneAdvanced to set the document back into a conversion pending status and resolve. |
Practice Validation Failure – Unable to move processed document to the outbox. {file name}.Tif | The scheduler on Docman 7 is temporarily unable to access the outbox location so returns the rejection. | Resending the document should resolve, upon three unsuccessful deliveries OneAdvanced will connect to the site and investigate further. |
Document Download Failed | This will only affect Docman 7 practices – The scheduler was unable to conclude the scheduled task for document delivery. | OneAdvanced to get connected to the site and resolve issues causing delivery to fail. |
Practice Failed to File via Docman API – Please Resend | This will affect Docman 7 Practices on older versions of the software. The scheduler is unable to collect the document – investigation required to identify the cause. | OneAdvanced to get connected to the site and resolve to allow successful delivery. |
Document: x – Auto-filling was skipped as ‘filetypes’ are not on the whitelist | This occurs when NHS Mail is being collected through Connect but the specific file type (e.g. .XLS or .Tiff) is not white listed in Docman at the practice side. | OneAdvanced to connect to the site and add the file type to the white list then resend the document. |
MESH acknowledgement not at correct HTTP status, see error ID: X | This issue occurs when the document is unable to return an acknowledgement to the hub. | OneAdvanced to contact originating sender and request deletion of original document / resolve rejection and re- upload. |
Unknown Reason | The document has been rejected because one or more errors have occurred which require investigation. | OneAdvanced to investigate the document and resolve any issues encountered. |
Compliance
Please refer to the OneAdvanced Trust Centre for any Compliance related queries.
Terms & Conditions
Our Terms and Conditions are available here.
Minimum Data Set
When raising a Support Case please utilise the below minimum data set:
Contact Name:
Organisation Name:
Telephone:
Email:
Alternative contact:
Product RMS 7, RMS 10, Connect, Hub:
Describe in detail the issue being reported or request being made, please include any error messages if applicable:
Affected Document IDs or GUIDs (If applicable):
Provide steps to recreate:
Describe what you expected to happen:
Describe what actually happened:
How long has the issue been occurring?
How frequently does this issue occur?
