Demonstrates required standard of service management with Sostenuto

Chessington, 10 August 2010. 5 Boroughs Partnership NHS Foundation Trust went live with clinical and patient management system Lorenzo Regional Care in August 2009, having demonstrated its ability to provide the standard of incident management required by the NHS Connecting for Health Programme. The Trust is using ITIL-based software Sostenuto from Sunrise to underpin its support for Lorenzo.

Service Desk Manager Jason Byrden’s team is responsible for supporting the Trust’s 1600 users of clinical and patient administration applications across different locations. The team, which is part of the Informatics Department within 5 Boroughs, started using Sostenuto in August 2009 at the same time that 5 Boroughs became the first Mental Health Trust in the country to go live with Lorenzo Regional Care.

“We have been reaping the benefits of using Sostenuto,” said Jason. “Lorenzo Regional Care is a massive application and Sostenuto has really helped monitor and plan our support activities, so ultimately we have greater control over our workload. By taking on the software, we have been able to demonstrate to all partners involved that we were serious about meeting the high standards required to support Lorenzo.”

The Strategic Health Authority worked closely with the Trust throughout each stage of the process and welcomed the adoption of Sostenuto, which has a strong record of underpinning ITIL implementations within the NHS. Jason described the selection process:

“We short-listed three tools, which were comparable functionality-wise, but what swung the decision towards Sostenuto was the fact that it offered the best integrated approach. We felt that it already contained all of the functionality we needed to grow into without the need to add ‘bolt-on’ products at a later stage.”

“Sunrise’s support team has been fantastic,” added Jason. “You could throw almost anything at them and they always come back very quickly with an answer.”

The Trust is currently using Sostenuto’s incident management functionality, and will be looking to introduce problem management during 2010. Following the successful implementation of Lorenzo Regional Care in their Children and Young Person’s Service, 5 Boroughs are planning to expand their implementation to replace their existing clinical records and patient administration systems across all their business streams.