• Our Services
  • Support Desk
  • Service Composition
  • Training

AxSys Standards and Accreditations

At AxSys we are dedicated to delivering Healthcare solutions word-wide, including NHS solutions, and we are committed to maintaining the highest level of standards and legislative compliance. To help us keep these high standards we:

  • Hold ISO 9001:2008 certification for Quality management and have done so continuously since 2004.
  • Hold ISO 27001:2013 certification for Information Security Management System
  • Are currently complaint with core NHS IM&T Guidelines and Standards from England and Scotland.
  • Comply with the N3 Code of Connection and are an IGSoC approved supplier for our solution and its associated supporting services
  • Adopt CUI standards where-ever possible (and are incorporating more this year).
  • Are currently preparing for ITK v2 certification in 2014.
  • Are a Microsoft Gold Partner
  • Are a Telecare Services Association member
  • Are a Digital Health Institute member
  • Are a member of HL7

In parallel, in the US we:

  • Maintain certifications from the Office of the National Coordinator for Health Information Technology and are listed on the HealthIT.gov website as a Certified Health IT Product.
  • Comply with HIPAA regulations covering privacy, security rules and national standards for electronic health care transactions.
  • Attend IHE Connectathons (we hold PIX, PDQ, XDS, CT and ATNA / Secure Node profiles amongst our validated set – last verified in Chicago, Jan 2011, evidence and specific profiles supported can be shared as required).

Informed support, measured service, flexibility and transparency are the features of our Support Desk service.

  • Informed Support - Our Support Desk is manned by experienced and wellqualified IT staff. All members of the Support Desk receive extensive product and project awareness training.
  • Measured Service - We use dedicated helpdesk software for call logging and monitoring purposes. We provide monthly call reports to customers and internal staff.
  • Flexibility - We pride ourselves in providing a highly flexible and responsive service focused on satisfying all evolving customer needs.
  • Transparency – We provide customers with their own page on our Support Desk Portal so that they can track progress and resolution of their logged issues.

A summary of the Support Desk arrangements include:

Call Reception

We provide a dedicated phone number with several lines to the Support Desk. Our Support Desk staff are fully trained on call handling techniques and we make use of our helpdesk software for logging each call. We assign a unique Support ID for each reported issue and use system classification data and pre-defined Service Level Agreements (SLAs) to prioritise the required response activities.

Resolution or Referral

We endeavour to resolve as many first line queries as possible. Where it is necessary to assign a call to another department, we follow defined procedures that clearly identify criteria for referral, interface procedures and recipients of various forms of referral.

While resolution times depend on a number of factors including complexity, the availability of the client, access to external resources etc., best efforts are made to resolve problems or find workarounds, depending on urgency and the number of people affected.


We produce regular routine and custom reports for clients and senior management which provide information on issues in summary, detailed and statistical formats.

Call Tracking and Management

Support Desk software is used to track resolution activities initiated in response to all support requests. We also make use of a knowledge base of past calls and their resolutions in order to assist with the support process going forward. These tools are also used to analyse our performance, detect trends and issues for ongoing improvement of products and services such as:

  • Changing user requirements (e.g. types of request or demand levels).
  • Robustness of supported systems (e.g. quickly identify emerging problems and promulgate information on known errors).
  • Performance of the Help Desk (e.g. monitoring the ability of the desk to respond to varying demands).
  • Effectiveness of call assessment & resolution.
  • Verification and Closure

    Our activities and processes are formally defined and regularly reviewed to ensure that all contributing parties share an agreed, common understanding of process requirements.

    First Line Customer Liaison

    The Support Desk acts as the first point of contact for all users enquiring about or requesting system related services.

    Communication of Short Term Changes

    We use a range of technologies and procedures to facilitate effective communication of short term changes to users, including telephone, e-mail, Internet etc.

    On-going Customer Service

    As part of our Quality Management System we request feedback from clients on the services we provide. The Support Desk Manager may also liaise with client representatives at defined intervals to assess user views on performance and requirements.

AxSys recognise the significance of good training in ensuring the effective use of Excelicare and the specific clinical modules developed within it, so that benefits of the system are realised fully, and users feel comfortable in adopting the system as well as any change that it may usher in. Training is available to all users of Excelicare, with a structured and flexible training program designed to address specific requirements.

To achieve the right level of training, discussions are held between AxSys and the client to analyse the training requirements for different groups of users, and a training program is designed to meet these needs. Training for clinical and secretarial staff is generally focused on their specific clinical modules and processes. Super users and system administrators are given in-depth training on the whole system especially the maintenance modules. A "train the trainer” approach ensures that the correct knowledge base is established, enabling super users to support their users with confidence. AxSys also run specialised courses to train specific users on the application building tools, analytics tools as well as on other technical modules.

Training may be held at our dedicated facilities in Paisley, Scotland, which afford an educational environment where delegates are tutored in an interactive manner or be provided at the client site or be provided remotely using on-line meeting tools such as WebEx or Skype. A key training component of a project may also include on-site training support when the system goes live as we recognise the importance of initial hand holding in providing reassurance to users and encouraging acceptance of a new system.

Tutorials form the core of the training with each delegate interacting with a training database in learning the application. A training database may also be set up at the client site enabling users to familiarise themselves with the system without having a fear of making mistakes in the live system. Training documents are provided in booklet format.

Users need have no prior technical knowledge although basic computer skills and knowledge of Microsoft Windows applications like Word etc. are an advantage and super users may benefit from knowledge of applications such as MS Access.