Anne Walsh
London
Summary
I am a dedicated, highly focused, fast learning, committed and commercially minded, IT professional with over 25 years’ experience working within the NHS, healthcare and public sector environments. A proven history of managing and configuring both service delivery services and clinical applications, leading cross functional teams to ensure seamless integration and optimal performance whilst providing comprehensive customer support, ensuring compliance with NHS healthcare regulations. Proven track record of driving successful projects, achieving targets and continually strive to deliver the highest quality service deliverables. I bring a wealth of experience across NHS organisations, having managed clinical applications teams within large Acute and Mental Health NHS Trusts, namely, Central & North-West London Foundation Trust (CNWL), University College London Hospital (UCLH) and West Herts NHS Trust (WHHT). Experienced with application lifecycle management, ensuring robust and reliable software solutions. Utilizes effective project management techniques to deliver high-quality applications that meet business needs. Strong understanding of system integration and user experience optimization, contributing to streamlined operations and satisfied stakeholders.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Service Delivery & Pathology Applications Manager
West Herts ICT
04.2023 - 01.2024
- Managed a small service delivery team who worked closely with our external Service Delivery Partners – Atos to oversee ICT service incidents, work requests, escalations and projects into BAU, whilst monitoring the quality of the services delivered by our external network, hardware and applications teams across the trust
- Worked closely with Head of Projects and Trust Service Provider ATOS; to create the appropriate workflows, support documentation, training and escalation processes were in place, prior to go live
- Produced several process improvements to enhance service delivery and staff satisfaction through strategic planning and process optimization
- Ensured adherence to contractual obligations by monitoring key performance indicators against actual performance, while also ensuring compliance with ITIL processes
- Continually conducted thorough reviews of budget management in relation to service delivery, analysing supplier costs, particularly in cases where costs were unclear or ambiguous
- Collaborated with internal and external stakeholders, including department heads, clinicians, and patients, to gather feedback and drive continuous improvement initiatives, whilst continually advocating for service improvements by fostering transparent communication with external suppliers
- Participated in relevant governance forums, P1/P2 technical bridge meetings, problem/incident and project meetings to analyse incidents and manage problem resolution processes
- Continued to oversee Pathology applications support services, overseeing the Winpath upgrade and subsequent transformation of supporting hardware/software
- Managed the WHTH service delivery and pathology teams, supervised staff performance and addressed disciplinary issues as necessary
Clinical Application Team Manager
West Herts
10.2020 - 07.2023
- Led a team of 10 Clinical Application Managers in the configuration and management of a number of clinical applications, delivering first and second line support for Maternity, Cancer Pathology and Theatre services
- All applications were transitioning to the Trust new Electronic Health Records System (EHRS) Cerner, apart from pathology applications, which continued to interface with Cerner
- Worked with the system managers, application vendors and data migration team to identify various datasets for migration to Cerner
- Oversaw the team through the implementation of several long-anticipated application upgrades, collaborating with software vendors, project managers and essential stakeholders, to ensure a shared understanding of service requirements and project goals, in the testing, user training, and post-implementation support arrangements
- Oversaw the team's incident management and project activities daily through effective work planning and prioritization
- Improved team performance by conducting regular reviews identifying areas of improvement and streamlining processes
- Liaised closely Trust Service Provider ATOS, to ensure consistency in the creation of appropriate workflows and knowledgebase articles to assist first line support to triage tickets appropriately
- Monitored trends in ticket assignment and resolution; ensuring tickets were being managed efficiently and in line with the agreed SLA timeframes
- Oversaw the team’s collaboration with clinical staff to understand their needs and provided tailored IT solutions
- Supervised staff performance and addressed disciplinary issues, as necessary
Clinical Systems Lead
University College London Hospital Trust
12.2017 - 10.2019
- Oversaw the daily operations of a team of dedicated System Managers responsible for providing first and second line support for the Trust's clinical applications supporting Intensive Care, Pathology and Theatres. All of which were being transitioning to the Trust new EHRS (EPIC), apart from the Pathology applications which continued to interface with EPIC
- Oversaw the team's incident management and project activities daily through effective work planning and prioritization
- Improved team performance by conducting regular reviews identifying areas of improvement and streamlining processes
- Liaised closely Trust Service Provider ATOS, to create the appropriate workflows and knowledgebase articles to assist first line support to triage tickets appropriately
- Monitored trends in ticket assignment and resolution; ensuring tickets were being managed efficiently and in line with the agreed SLA timeframes
- Lead Product Technical Specialist and subject matter expert for the, the Trust's electronic medical record (EMR) application, liaised between software vendors and key stakeholders within the organization
- Worked with the EPIC data migration team and application vendors to identify various datasets for migration to EPIC
- Supervised staff performance and addressed disciplinary issues, as necessary
P/T Office Manager
Thrive Partnership Psychology Practice
04.2015 - 12.2017
- Tasked with the acquisition and deployment of a new Electronic Medical Record system – Rushcliffe PPS, to replace the existing application
- This process also included the automation of batch invoice submissions to Health code, as well as the integration of confirmations and payments
- Created patient datasets for migration of data onto the new EMR system
- Generated invoices, tracking payments for both private and healthcare clients reconciling their accounts
- Developed and administered content for the practice website using the WordPress application
- Researched Governmental Grants, Start-up funding opportunities and corresponding applications
- Processed all referrals to the practice, book appointments, type medical reports as required
Clinical Systems Support Manager
Central and Northwest London NHS Trust
05.1994 - 04.2012
- Oversaw the daily operations of a team of dedicated System Managers responsible for providing first and second line support for the Trust's primary Patient Administration System (PAS) applications
- Served as the lead technical specialist and primary liaison between the Information department, software vendors, and key stakeholders within the organisation
- Test Lead for the PAS application, responsible for developing test strategies, plans, and scripts, including the creation of customized user cases to facilitate application development
- Responsible for creation of various statutory returns such as the MHMDS, CDS Patient Surveys and various KPI’s and the timely submission of these datasets also
- Responsible for establishing and maintaining a library of operational and contractual reports, which assist services in identifying and addressing incomplete datasets, thereby targeting data gaps in statutory submissions
- On a smaller scale, managed the project for migrating various community, inpatient, and day hospital services to the Trust's Electronic Medical Record (EMR) system
- The Clinical Applications Manager also line manages the clinical applications team, addressing staff performance and disciplinary matters as required
- Worked closely with the Informatics and Data Warehousing (DW) teams to identify core datasets for migrating into the Trust’s new DW
Education
A Level Standard -
Skills
- Clinical Information Systems Expertise
- Leadership and Team Management
- Process Improvement
- Training and Development
- Problem-Solving
- Communication Skills
- Stakeholder Management
- Attention to Detail
- Technical Proficiency
Certification
- Cerner certification on a number of Cerner build courses.
- Certified in Winpath and ICE Pathology applications.
- Certified ITIL Foundation Practitioner.
- Certified NHS Digital Clinical Safety Foundation & eLearning Practitioner.
- Insight Report Builder Data Warehouse Report Writers Course.
- System Manager certified across a number of PAS applications: e-PEX, Jade, Carecast.
- SQL report writer & applications report writer courses, to include Jade, e-PEX, PathManager.
- Certified Practice Manager systems implementation courses including Rushcliffe PPS and Clinic Practice Management Application.
Timeline
Service Delivery & Pathology Applications Manager
West Herts ICT
04.2023 - 01.2024
Clinical Application Team Manager
West Herts
10.2020 - 07.2023
Clinical Systems Lead
University College London Hospital Trust
12.2017 - 10.2019
P/T Office Manager
Thrive Partnership Psychology Practice
04.2015 - 12.2017
Clinical Systems Support Manager
Central and Northwest London NHS Trust
05.1994 - 04.2012
- Cerner certification on a number of Cerner build courses.
- Certified in Winpath and ICE Pathology applications.
- Certified ITIL Foundation Practitioner.
- Certified NHS Digital Clinical Safety Foundation & eLearning Practitioner.
- Insight Report Builder Data Warehouse Report Writers Course.
- System Manager certified across a number of PAS applications: e-PEX, Jade, Carecast.
- SQL report writer & applications report writer courses, to include Jade, e-PEX, PathManager.
- Certified Practice Manager systems implementation courses including Rushcliffe PPS and Clinic Practice Management Application.
A Level Standard -
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