In 2017, Treetops Hospice in Risley, Derby, enlisted NECS to manage the migration of their clinical system to TPP SystmOne. The project involved several go-lives across multiple services, including Home Visiting, Daycare, Wellbeing, and Therapies.
NECS provided comprehensive support throughout the transition, offering onsite training, go-live management, and floorwalking assistance to ensure the smooth operation of the new system. In addition, custom help guides and resources were developed, tailored to the needs of the Treetops teams.
The successful completion of the migration fostered an ongoing relationship between NECS and Treetops. Recognising the value of continued collaboration, Treetops Hospice sought additional formal support to ensure they could fully leverage the system’s capabilities.
In 2019, NECS proposed a flexible contract for ongoing training support. This arrangement allowed Treetops to access expert training whenever necessary, ensuring their staff remained proficient with the system as their services evolved.
Rebecca Webster, SystmOne Lead
We have been working with Jo Foster at NECS for several years now, and she has provided us with excellent support throughout. Her prompt responses and flexibility have been outstanding, allowing us to resolve issues quickly. Jo is always ready to offer new ideas and regularly shares SystmOne updates to keep us informed. This has sparked new ways of thinking about how we use SystmOne and how it can better support clinicians. She has also been instrumental in helping me grow in my role as SystmOne Lead at Treetops Hospice.
The challenges
Initially, the primary goal was to support Treetops Hospice in identifying and addressing knowledge gaps within their staff and enhancing their proficiency with the SystmOne clinical system. However, the 2020 contract expanded significantly, focusing on optimising their current usage of the system. This included assessing the unit’s setup, addressing ongoing staff training needs, and developing resources to improve data entry processes. Additionally, NECS aimed to promote skills that would enable staff to generate richer, more business-effective data. Treetops recognised that rather than overburdening their staff, they could rely on NECS’s expertise, allowing their team to focus on more critical tasks.
For NECS, this broader scope meant handling several different areas of work. It required being available and providing flexible resources tailored to Treetops’ specific needs. Each hospice service operates differently, so NECS had to anticipate unique requirements while creating consistent approaches to ensure uniformity across the organisation.
Additionally, the contract required extensive research and testing of a different type of SystmOne unit. Unlike GP practices, a Palliative Care Hospital unit presents unique challenges, necessitating a deep understanding of secondary care workflows, inpatient tools, and community-based referral processes. This in-depth knowledge was essential for optimising Treetops’ use of the system.
The solution
Training Needs Assessment and System Optimisation
NECS conducted an analysis to identify areas within SystmOne where functionality was underutilised, creating targeted training to address these gaps. They regularly monitored system updates relevant to palliative care, ensuring new features were aligned with Treetops’ needs. NECS also implemented onboarding programs to help new staff quickly familiarise themselves with the system.
Improving Data Quality and Reporting
Staff were trained to improve data accuracy and identify the causes of poor data quality, enhancing overall system integrity. New tools and optimised workflows streamlined data entry, while training on SystmOne’s reporting tools enabled staff to generate accurate reports for informed decision-making.
Collaboration and Support
NECS attended service planning meetings to address emerging needs and continuously improve the system’s functionality. As the designated Clinical Systems Support (CSS) contact, NECS resolved queries, performed check-ins, and collaborated with NHS services to share knowledge and enhance the system.
Training Materials and Progress Monitoring
NECS developed tailored training materials and tracking systems to monitor project progress, resource allocation, and system improvements, ensuring efficient system use and ongoing development.
Treetops Hospice chose to extend the contract with NECS, and we have continued to provide clinical system support through ongoing training, which remains in place today. This partnership has proven mutually beneficial. Treetops leverages our expertise to enhance their staff’s experience and confidence with SystmOne while freeing up time by relying on NECS as their clinical system specialist.
As a training team, we also gain significant advantages from this collaboration. Working with Treetops enables us to stay current and relevant with SystmOne units beyond GP IT, enhancing our overall knowledge and capabilities. Additionally, we provide personalised 1:1 support and training whenever Treetops requires it, ensuring tailored assistance for their specific needs.
We have successfully met the objectives of the initial contracts and are now called upon for general support to address any clinical system challenges the hospice may face. This ongoing relationship highlights NECS’s adaptability and commitment to helping Treetops optimise their use of SystmOne, ensuring both their staff and patients benefit from a well-functioning clinical system.
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