Alex Drinkall, 29 January 2021
HEE TEL’s elearning for healthcare (elfh) team has been supporting the rollout of the COVID-19 vaccinations. All vaccinators must complete elearning sessions that are hosted on the elfh Hub as part of their training.
Many vaccinators are volunteers or colleagues who have recently retired or are no longer working in the health and care sector. The diverse range of circumstances and previous levels of experience of using elfh has resulted in a significant increase in activity for elfh’s support desk team. The team is assisting potential vaccinators with gaining access to the elearning content, resetting passwords, retrieving lost usernames, personalising user profiles with content specific to vaccinators and answering questions about all aspects of the process. This has required the support desk team to work additional hours to respond to the volume of users needing help.
The team has responded to 20,135 support incidents since the start of 2021, which is almost 745 queries every day. To support the volume of work, the team has extended its weekend hours and is providing additional Live Chat coverage to further help colleagues needing to access the elfh Hub as part of the national vaccination programme.
HEE TEL works closely with Yorkshire Ambulance Service (YAS) and the YAS team has been providing additional capacity during this incredibly busy time.
Users have been directed to the elfh Hub from many different routes – some of which are less familiar with elfh processes, including NHS Professionals and St John Ambulance. elfh’s support team has been working closely with these organisations to advise on guidance being shared with users to streamline the process and make it as efficient as possible.
For more information about the COVID-19 vaccination programme visit the elfh website.
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