This question focuses on Incident Management process and is separate from your formal Clinical Safety (DCB0160) risk management, though the two must closely interact.
Because your system will be connected to a national infrastructure, your local incident management must align with the broader NHS England framework. We require this information to ensure that any service disruptions, technical faults, or clinical safety incidents related to the NIR integration are managed safely and transparently. Because your system will be connected to a national infrastructure, your local incident management must align with the broader NHS England framework.
We require the incident management process to cover:
Categorisation & SLAs: How you classify incidents (e.g., Severity/Priority 1 to 4) and your target response/resolution times.
Communication: Your process for notifying connected End User Organisations (EUOs) about planned maintenance, degraded service, or unexpected outages.
National Escalation: How your support team will escalate critical API connectivity issues to the NHS England National Service Desk (e.g., via ServiceNow).
Clinical Safety: How technical incidents that pose a potential risk to patient care are flagged, triaged, and managed in alignment with your DCB0129 obligations.
You do not need to include a full policy here. However, NHS England reserves the right to request copies of your policy documentation at any time to verify ongoing compliance and support national safety assurance activities.