Date of Last Review 6/12/08
SME: Director of Management Information Systems

After Hours Computer Support

Policy

This policy is to provide guidance and guidelines as to the process and procedure for after hours computer support. MIS provides computer support between the hours of 6:30am – 5:00pm Monday – Friday. After hours and weekend computer support is limited to the following:

Procedure

All emergency requests need to go through and placed by the nursing supervisor on duty for computer support after hours.

1. Non Emergency consists of the following:

• One computer is down on the unit.
• Program is not working on a specific computer but works on other computers
• Can’t remember password

Resolution
• Use another computer on the unit. (Leave message at x4999)
• Contact nursing supervisor to reset password. (Nurse supervisor tracks all password changes in the    following file: F:\Shared\Password Change\Log of Novell & Sunrise Password Resets.xls)

2. Emergency consists of the following:

• All systems are down to everyone
• All computers on a unit are down
• A computer system is down to everyone (Sunrise, Invision, E-mail, etc.)

Resolution
• Nurse supervisor calls the on-call support person through the operator

It is each person’s responsibility to remember their password.

Director of MIS
UT-HCPC

Related standards

The Joint Commission : Management of Information
                                         HIPAA