Empowering Care Providers with NHSmail Features and Benefits

NHSmail webinar for ICS/ICBs supporting care providers Tuesday 5thJuly 2022 at 11am

Welcome to the NHSmail webinar for ICS/ICBs supporting care providers The webinar will begin at 11am Participant lines will be muted during the presentation The video option will be turned off The webinar will be recorded We will be taking questions/comments via the chat facility at the Q&A session 2

Agenda Introductions Features and benefits of NHSmail Helpdesk Ticket Journey Care providers responsibilities Outlook Web App Features (OWA) Support Q&A 3

Features of NHSmail What is included? Aside from personal and shared NHSmail email accounts, there s plenty of other features including: Security - DCB1596 accredited with TLS encryption, anti-viral, anti-spam and anti-spoofing components. Storage 4GB personal, 50GB sharedmailbox quotas. 100GB personal archive. Teams Intuitive collaboration tool allowing you to work with colleagues and connect with others remotely and to share information quickly and easily. Allows you to send and receive messages on the go Organise meetings with 250+ users Store and share documents within different Teams Create Multi-Disciplinary Teams (MDT) to work more collaboratively and efficiently O365 packages Office Online, Planner, SharePoint, OneDrive, Shifts, Virtual Visits and many more! NHS Directory Portal powered searches help to connect with NHSmail users in different organisations Egress The Egress encryption tool add-in allows you to communicate with a wider array of stakeholders Support Wide range of support, including a 24/7 - 365 helpdesk and comprehensive support pages on the Portal More information can be found here - NHSmail Services NHSmail Support 4

Benefits of NHSmail How this can help care providers Information can be sent and received quickly and securely via email, e.g. discharge summaries, patient care records, prescription ordering. - less delays, more certainty, and results in more informed transfers of care Better co-ordination with organisations such as local councils and community services, safeguarding concerns with the police etc. Access to digital tools e.g. Proxy access, and GP Connect, further empowers care providers to request and access key information more easily Teams, Shifts, Planner, etc. help to organise and make workstreams and planning easier. Teams, Virtual Visits, etc. allows for virtual consultations, meaning less hospital trips, less delays on care decisions, and less time and costs travelling No need for faxes, paper forms and postage, meaning: - Money saved on supplies and postage - More eco-friendly and sustainable - Vastly quicker, confidence the job is done - Less chance of physical data breaches NAS managed sites-24/7 helpdesk, 365 days a year, means help is always on hand for when they need it Self-Managed sites- allows autonomy in the tenant, LA's handle own administration. Don t take our word for it, hear how NHSmail can be of use from care providers around the country - https://support.nhs.net/knowledge-base/nhsmail-services/#case-studies 5

NHSMAIL SUPPORT HELP CARDS Helpdesk Ticket Journey THE REQUEST WILL BE ACTIONED BY THE HELPDESK AT THE FIRST INSTANCE, IS THIS POSSIBLE? RECEIVED BY HELPDESK - TICKET NUMBER CREATED AND EMAILED TO THE REQUESTING MAILBOX WITHIN 1 HOUR THE TICKET WILL BE ASSIGNED TO THE RESOLVER TEAM TO INVESTIGATE FURTHER N Y THE REQUEST HAS NOW BEEN ACTIONED HAS THE TICKET NOW BEEN RESOLVED? Y N THE TICKET IS PLACED IN A RESOLVED STATE. AN EMAIL CONFIRMING THIS, AND THE OUTCOME OF THE RESOLUTION IS SENT TO THE REQUESTING MAILBOX. TICKETS CAN BE RE-OPENED WITHIN 3 DAYS, OTHERWISE THEY ARE CLOSED MORE INFORMATION IS NEEDED A REQUEST FOR INFORMATION (RFI) IS SENT TO THE REQUESTING MAILBOX USER EMAILS THE HELPDESK Y N IMPORTANT NOTE: UNLESS STATED OTHERWISE, EMAILS SHOULD COME FROM YOUR ORGANISATIONS SHARED MAILBOX THE REQUEST FOR MORE INFORMATION SHOULD BE REPLIED TO VIA THE REQUESTING MAILBOX, SUPPLYING THE INFROMATION HAS THIS BEEN DONE? THE HELPDESK WILL SEND CHASER EMAILS ASKING FOR THE INFORMATION ON A DAILY BASIS FOR 3 WORKING DAYS Y HAS A RESPONSE BEEN RECEIVED BY THE 3RD ATTEMPT? N Y USEFUL TIP: An email quoting the incident/ticket number is sent to the requesting mailbox at every step of the Helpdesk Ticket Journey

Care Site Responsibilities Shared Mailbox- All issues can be resolved via an email from the Shared mailbox- it is used as a means to authenticate users. Unable to access the shared mailbox If colleagues have access to the shared mailbox, they can request access via an email to the National Administration Service (NAS) , providing name, mobile number, email address. If no one has access to the shared mailbox, call the NAS on 0333 200 1133 from your registered telephone number; Stating that no one on has access to the shared mailbox. NHSmail account Unsure whether you have an NHSmail account, or forgotten your account details, contact your shared mailbox owner who will be able to contact the NAS asking for an audit of linked accounts (which should include your own). Forgotten Password- If you have forgotten your password and have security questions set up and have a mobile number set within the profile section of your account (you must have access to this mobile), you can reset your password via the self-service option. If you do not have security questions set up or are unable to use the self-service option, please follow the below steps: call the helpdesk 03332001133- (option 1) select your organisation type, e.g., social care -option 1 to be transferred to an agent the agent can help with other requests e.g., adding users, restoration of deleted account 7

Care Site Responsibilities Joining Contact your new site s shared mailbox owner and provide: New user s full name, New user s mobile phone number (must start 07), New user s alternate email address. Leaving 1.If your organisation is NAS managed, notify the National Administration Service, who will mark your NHSmail account as a leaver. If you need to be removed from your site s shared mailbox, provide the details of the shared mailbox (SMB) or 2.Contact your SMB owner Note: If you are the SMB owner, request your owner permissions are removed, and ensure you request another user at your site is given these permissions. Once your account has been marked as a leaver, it will be eligible for deletion after 30 days unless joined to a new organisation. It is important once your account has been marked as a leaver and you are moving to a new organisation with a need for NHSmail, you must contact the SMB of the new organisation to be marked as a joiner. Note: If you no longer need NHSmail, or leaving the profession, ensure any data required by your team is saved locally for them to access at a later date, before your account is deleted. 8

Outlook Web App (OWA) Features People Finder- You can use the NHS Directory to search for the details (email, telephone number, pager, organisation details) of other colleagues who use NHSmail. You can also search for shared mailboxes, distribution lists, and NHS Directory contacts. To search for an entry within the NHS Directory- Using the NHS Directory (People Finder) NHSmail Support Adding and Removing Users Managing Shared Mailboxes NHSmail Support If you are the owner of a shared mailbox, you can add and remove members and owners to the mailbox without having the need to raise a request to Helpdesk. You will need to Sign-in to the NHSmail Portal using your NHSmail credentials You can also view which users are attached to the shared mailbox and check relevant permissions i.e. shared mailbox owner or user. Detailed guidance- Managing Shared Mailboxes NHSmail Support 9

Where do you need go to raise requests or get the correct support? Contact careadmin@nhs.net (available Monday-Friday, 8am-5pm) National helpdesk by calling 0333 200 1133 or emailing helpdesk@nhs.net (available 24 hours a day, 365 days a year) Social care regional leads-to support, guide and advice NAS Support site: National Administration Service (NAS) NHSmail Support NAS FAQs: General FAQs NHSmail Support Summary cards: Summary Cards NHSmail Support NAS bulletin: Bulletin NHSmail Support Drop in sessions 10

Question and answer session 11