Electronic Data Processing (EDP) / IT Department

Standard Operating Procedure (SOP)

1. Purpose

The purpose of this SOP is to outline the processes and procedures for the EDP Department to
ensure the efficient and secure operation of IT services within the hospital, supporting patient
care, administration, and hospital operations.

2. Scope

This SOP applies to all IT-related activities, roles, and responsibilities within the hospital.

3. Roles and Responsibilities

 EDP Manager: Oversees the EDP Department, ensures adherence to policies and end
users requirement, and manages IT staff.
 System Administrator: Manages server and network infrastructure, performs backups,
and monitors system performance.
 IT Support Assistant: Provides technical support to end-users, troubleshoots
hardware/software issues, and manages helpdesk operations.

4. Procedures

4.1. Daily Routine Works

Objective: To ensure the Computers, Network, Printers and other hardware’s working as
well. And also check the Software’s and server. And database backup and scheduled progress
running.

 Department Visiting Logging:

o Every day visit and ensure the Computer, Network, Printers and other
hardware's working condition before operation to each department where the
Computers and EDP controlled things and Software’s.
 o System Administrator ensure and log maintain this process.
o If System Administrator on leave, EDP Manager or IT Support Assistant is
to ensure this process.
 Backup & Scheduled Program Running:
o System Administrator or IT Support Assistant Run the database backup, data
files which is end user store the data into 192.168.3.105 sharing and move
backup to external hard drive.
o IT Support Assistant or EDP Manager Run the employees punch moving and
Medical Finance scheduled progress.

4.2. Weekly Routine Works

o Every week end EDP Manager ensure the backups and scheduled progress are
run.
o At the week end review the week day works, complaints, other remarks and fix
the process for upcoming days

4.3. Monthly Routine Works

o Every month first week run prepare the Excel for Pharmacy Purchase, Purchase
Return, Sales, and Sales Return GST Amount.
o Second week or after 11th and when we get the GSTR2B excel from GST portal,
progress the GST reconciliation process and finalized which bills are pending
from suppliers and portal.
o Ensure the Employees outstanding amounts for Investigations, Pharmacy Bills
and canteen.

4.4. Change/ Cancel Process

Objective: To Change/ Cancel the Investigations, Pharmacy Bills must create the request on
helpdesk system and do the process.

 Change/ Cancel Request Creation:

o Ensure the change/ Cancel request for Investigations and Pharmacy Bills.
 Change/ Cancel Request Approvals:
 o Pharmacy Bills Change/ Cancel request must ensure approval of Pharmacy
Manager.
o IP Lab Investigations bills Cancel request must approval of lab in charge or lab
technician in help desk and phone.
o OP Consultations, OP Investigations bills, Change / Cancel request ensure with
reception in charge or reception staffs.
o Previous days OP Consultations, OP Investigations bills, Change / Cancel
request ensure with admin or accounts staffs.
 Change/ Cancel Request Completion:
o IT Support Assistant once ensured the approvals, do the cancel / change
process and update the completion status to the help desk system.
o EDP Manager check the Change/ Cancel request, if any requests are not
completed or pending at end of the day.
o The reporting user is informed of the resolution and confirms the issue is
resolved.

4.6. Incident Management

Objective: To restore normal service operation quickly, ensuring minimal impact on patient
care and hospital operations.

 Logging Incidents:
o Hospital staff report incidents via the helpdesk system or phone.
o IT Support Assistant logs the incident in the helpdesk system.
 Incident Prioritization:
o Incidents are categorized based on severity (Critical, High, Medium, and
Low).
o Critical incidents affecting patient care or safety are escalated immediately to
the EDP Manager.
 Incident Resolution:
o IT Support Assistant attempts initial resolution.
o If unresolved, the incident is escalated to the System Administrator or Network
Administrator.
o The incident is continuously updated in the helpdesk system.
 Incident Closure:
 o Resolved incidents are marked as closed in the helpdesk system.
o The reporting user is informed of the resolution and confirms the issue is
resolved.

5. Training and Guiding:

o Conducting the induction class for new joiners as possible.

o New Developments and implements, conduct the training by EDP Manager or
IT Support Assistant to the end user.
o Ensure the acknowledgement with end user for Training.
o Also Guide to the end user via remote or directly.
o EDP Manager ensure the usage of new developments with end user periodically.
And make the note of user suggestions and difficulties.

6. Maintenance / Upgrading:

o EDP Manager check the software performance, efficient and speed, possible
to upgrade the coding structure and supporting software’s performance in
periodically.
o System Administrator ensure the hardware performance, periodic
maintenance.
o System Administrator suggest the hardware upgrading and replacement.
o System Administrator ensure computer usage for working purpose in user
side.

7. Staffs roles and Duty Timings:

Staff Name Role Duty Timings Emergency Support

Satheeskumar B EDP Manager 09.00 - 07.00 Remote/Direct Support
Rokesh A System Administrator 09.00 - 06.00 Remote/Direct Support
Suruthi P IT Support Assistant 10.00 - 07.00 -
Nandhakumar IT Support Assistant 09.00 - 06.00 -

* Emergency Support after the duty timing and week off days.
* Direct Support based on availability.
8. Leaves, Permissions And Break Times:

* Planned leave should inform in prior days.

* Emergency Leaves and permissions should inform in prior hours.
* Should follow in/ out punches and also compulsory 4 punches on the day.
* In Punches must be before or on time.
* Break Time Morning 15 Minutes, Evening 15 Minutes Tea Break, Lunch Break
30 Minutes.
* If not taken a tea break Lunch Break 60 Minutes.
* Urgent and important tasks that take extra time to complete, should be completed
and left from the desk.