27 November 2014 00:05


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CfH  | NHSmail  | Neil Paul
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Another view: Neil Paul

Our GP columnist is surprised to find that a review of NHSmail is underway – and that nobody seems to be asking users what they want from NHSmail 2. Needless to say, he has plenty of ideas...
18 September 2012

This week my practice got its notice that we need to change over to NHSmail. Our ICT department has long run its own Exchange server for internal use and for practices connected to its network - and is trying to get rid of it as a cost saving.

Lots of our practices have their own mail servers, and they are also being moved as supporting and paying for these makes no sense. I don’t have any problem with any of this, except that NHSmail is a nightmare.

The over quota message of death

Ok. In reality, for most staff, it isn’t an issue. My admin staff and finance team don’t really care which email address or system they use; although it looks as though we will lose nice email addresses – such as practice.manager@sandbachgps.nhs.uk - and gain ‘lifelong’ accounts – such as the unguessable sue.smith234@nhs.uk.

However, for some people, it will be an issue; and I hear so many bad stories from people for whom it does matter.

For example, my good friend and surgery partner happens to be chair of our clinical commissioning group, and he seems to get blocked out of NHSmail on a weekly basis.

Whether this is a laptop set-up issue, a local wi-fi issue, the mobile device he uses, or a personal vendetta against him by the god of IT isn’t clear.

I get a lot of emails - up to a hundred in a day – but he easily beats me. He had one of the IT technicians clear out his account last Monday and help him archive a load of stuff to a shared drive. By Thursday he was over his quota again, just on emails sent to him with attachments.

He is meant to be leading our CCG, reorganising the local health economy and he spends most of his life either deleting emails that he should read or out of contact because NHSmail won’t allow him to send email while he is over his quota. It’s crazy; but perhaps there is hope?

NHSmail 2 is coming

I happened to be on the NHSmail website the other day. Access to NHSmail was down and I was trying to find out if it was a local or national issue.

While I was doing this, I came across the amazing statement that NHS Connecting for Health is investigating the next generation of NHSmail. Apparently it is up for renewal and they are undergoing a “no idea is too crazy” review of alternatives.

Now, I welcome this, even though I am not sure I believe it. This is the first I have heard of this review and, rather bizarrely, there appears to be no mention of a public consultation exercise or asking interested parties or users what they would like to do.

In fact, there is very little information about specifications, alternatives, user wishes, and so forth. Even so, I’d love to be involved as I think NHSmail can be improved massively.

First, we need to stop thinking of it as an email-only service; for which there is a precedent, as it already does fax and SMS.

For me, the next version has to link to an instant messaging system that allows people to set their availability status. I have numerous email conversations in real time that would be better if they were conducted by instant message - particularly as this would remove a lot of inane emails from my inbox.

As a member of our CCG, I get rung, texted and emailed all day every day, often while I am in consultations, even though I only work for the organisation two sessions a week. If people could check my availability, that would be great. I don’t mind answering if free or quiet.

The ability to change from text to voice quickly would also be good – sometimes its easier to talk than text, but I don’t remember everyone’s mobile or desk phone number and lots of people work remotely.

My PC has a microphone and speakers – I use voice dictation for letters – so let me press a button saying “can’t we just talk?”

Many ideas for improvements

Next, add in a screen sharing function. I’m often emailed a spreadsheet or a presentation or a document for my comment.

In most cases, it would be much easier for the owner to show me (or a group of people) the document on their screen, while I watch and we speak about it. I’m not bothered about being able to control their PC - just to watch the PowerPoint presentation on it.

To save space, we also need to deal with attachments better. Strip them out and hold them somewhere centrally, so 100 copies of a document don’t clog inboxes.

Then, we need proper, easy to use mailing list management. I’m still copied into loads of emails that come to me because of previous CCG and PCT jobs.

For instance, I get a lot of minutes and agendas of meetings that I’m no longer interested in. Yet I’m not always copied into emails that I do want to see. I should be able to manage which mailing lists I want to be on.

Introducing paid-for, two-way text messaging may generate some income. Currently, if you want two-way texting you have to pay a third party for it. The NHS should consider a freemium model, in which the basics are free but more advanced users (or their organisations) pay.

Getting better about access and security

We also need to think carefully about delegation and security, particularly as more clinicians get involved in management.

Once again, let me talk about my partner the CCG chair. He is roughly half-time as a partner at my surgery and half-time as CCG chair. He wants his personal assistant at the CCG to have access to his inbox to help him deal with routine CCG emails.

But my practice uses email for confidential and commercial messages about our business and, indeed, our patients; should she have access to these - especially as she happens to be one of our patients?

What about the opposite? There is a move to allow patients to email us directly, although personally I prefer secure communication routes like EMIS Access.

I know of at least one practice locally that publicises its email addresses. Now, due to holidays, part-time working and the risk of missing something important, they allow their admin staff to access their inboxes to read these.

But, again, this prevents them from using email as a means of communicating their practice’s business. Do we all need more than one account, or better ways or splitting our work?

I would like to allow one of the CCG secretaries access to my diary; but only for the days I work for the CCG. I don’t want her seeing what I do the rest of the time and I don’t want her accidentally deleting or changing or adding to it.

It seems to me that not enough thought has gone into the security and confidentiality of this type of access, particularly where competing business and patient confidentially issues are involved.

Do we want all of this decided for us behind closed doors? Shouldn’t CfH or whoever is taking over be asking us for our views, as it prepares for NHSmail 2?

About the author: Dr Neil Paul is a full time partner at Sandbach GPs, a large (21,000 patient) practice in a semi rural Cheshire. He is one of five executive GPs for NHS South Cheshire CCG and has a mixed portfolio that includes IT.

He was previously on the PEC of NHS Central and East Cheshire. He also writes iPhone software, runs a primary care clinical trials unit and is involved in several exciting IT projects.


Related Articles:

24 News: NHS to be using NHSmail by 2013 | 18 February 2010
5 Insight: My diagnosis on NHSmail | 26 January 2010
3 News: NHSmail promises bigger mailboxes | 15 September 2009
16 News: NHSmail migration completed | 29 April 2009

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Only NHSMail 2?

AlexanderG 113 weeks ago

I've been using NHSMail since it was first released. The first version worked well, but the web interface wasn't pretty. It was functional and worked well as an email service which is all I wanted.

Version 2 had a very pretty web interface, but had appalling functionality and usability issues.

We are now on Version 3, which is based on MS Exchange, and is by far the most stable and function rich version so far. I'm not a MS fanboi, and would happily suggest the use of another FOSS solution if the TCO was less and/or the functionality was better. But anyone who has ever tried to configure SendMail will know how difficult this is. Add to this the fact that FOSS projects are often early adopters of new standards, whilst Enterprises (software suppliers and customers) are wary of new standards until they have been proven to be safe and reliable and you have the potential for a nightmare of conflicting standards and protocols.

The NHS is a business and should stick tot he standard business rule of "Stick to what works for the majority of your customers"


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AlexanderG
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is google leading the way?

NeilPaul 113 weeks ago

Had an interesting chat with our local director of ICT - he wonders if google enterprise might be the way forward. for 35 a head they give a 25GB mailbox (there philosophy is never delete an email) and access to google drive for documents google docs to create and online edit documents as well as a range of business social media type tools including chat - online presence etc. pretty much a lot of my wish list. he also reminded me that while its available from most pads there are google chrome laptops that would work very nicely. the online collabaration is really cool - the document lives in the cloud - people get emailed a link to it not it and they can view presentations or edit documents with permission but you can even chat about parts of the document in your chat window. hes not on commission ;-( but i think he should be - looks good - though I'm sure some hate the thought and im willing to keep an open mind.


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NeilPaul
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This is a solved problem.

Gavin Jamie 113 weeks ago

http://www.google.com/enterprise/apps/government/

The NHS is the perfect environment for a web based system. Access from anywhere.

The government version is currently US only but I would imagine Google would be unlikely to turn down a UK contract. The government version provides security and guarantees of data location.

NHSmail is an oddly 1990s solution to email (although a lot better than X400 was!)


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Google Docs

Steve Fuller 113 weeks ago

I have been in conversation with Google about this and they are keen to make inroads into the NHS - I believe they are in discussion with CfH, but this was a few months back. Would happily move users across if PID can be cracked.

Oh happy X400/X25 days :-)


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Future of NHSmail

Steve Fuller 114 weeks ago

This is the only system we use now (we are a social enterprise) use of a "free" system outweighed us having an internal system.

If there are other hosted systems on offer we will go that way I expect. It is of course the PID transfer that was the main driver if there are ways to do this with Googlemail then let me know :-)


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pgp - pretty good privacy

NeilPaul 114 weeks ago

my understanding is you can have an addon that uses public keys and private keys that allows sending of secure emails to anyone who lists their public key in a recognised directory. is one option for the nhs to host the directory and us to all use something like pgp to send info? thoughts? experiences?


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NeilPaul
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Interesting thought

AdeByrne 114 weeks ago

My understanding is that this [PKI] would be a support headache. eMail is ubiquitous because it's so easy. Also, if you pick the wrong person from the directory and send your mail they will receive it alright but you're not really protecting the information except from attacks in transit i.e. at the SMTP server etc. Those attacks are technically possible, though unlikely. I think it's time someone had a balanced view of what the risks are around e-mail, whether this is a good way to address them, whether it's worth the cost versus what else we could spend the money on. What we do at the moment is spend a lot, with obvious encouragement from the tech firms, protecting ourselves from the very unlikely, and make our lives difficult whilst doing it, and virtually nothing on the things that are happening all the time such as use and behavioural issues. We then have another organization slapping huge fines on us when these things do happen.


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email in your thoughts!

NeilPaul 114 weeks ago

apparently you can email your thoughts about nhsmail2 to cfh.nhsmail2@nhs.net - please copy them here as well.


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Great Ideas

starslikedust 114 weeks ago

There's some really great ideas here. I understand that the NHSmail 2 project has only just been established and they are looking for people to get involved. They appear to want those whole will challenge the status quo, which should suit eHI posters down to the ground.

The website lists cfh.nhsmail2@nhs.net as the contact address to perhaps that's the best place to start?


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Not an Application-Specific Solution, please

nicksamuel 114 weeks ago

Neil Paul's article has a excellent set of points made. I hope that somebody on the NHSMail 2 team reads eHealth Insider or tehat somebody who reads it knows somebody on the NHSMail 2 team and passes it on a recommended reading.

I would add one point, probably the least likely to be adopted. Get away from an application which dictates the solution - away from a solution that only gives full functionality with one vendor's products. Yes, get away from Exchange Server! "no idea too crazy" - not if you want asolution to match the customers instead of making the customers fit the solution.


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Think laterally

MrDog 114 weeks ago

Q. What does NHS mail accomplish for the NHS?

A. Nothing

Main risk in email i.e. sending to wrong people, not addressed. Archive - not addressed.

Internal security = standard Exchange

Cost = a lot

Saving = nil

Get rid


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Wishes...

Reginald Perrin 114 weeks ago

In built file encryption software, ability to use other domains (i.e. retain @?????.nhs.uk) and also ability to buy additional storage.

... did i just see a pig flying past my window?


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Quotas are Essential

Ewan Davis 114 weeks ago

Don't you realise a Terabyte of storage can cost 50 and with my exceptional high email volume this would only last me 70 years.

I wonder is it not worth <1 a year so your colleague could do his job?


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