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IT Equipment, Service, Print & Doc Mgt

Reference: 25-26452

Date response sent: 16/02/2026

Details of enquiry

  1. During 2025, approximately how many paper documents created in clinical or administrative settings were later scanned or uploaded into the Trust’s electronic patient record system?
  2. During 2025, what was the total number of pages printed by the Trust?
  3. How many printers or multifunction devices (MFDs) were in active use across the Trust during 2025?
  4. How many print- or scanning-related faults or failures were logged during 2025?
  5. Does the Trust maintain physical storage for legacy medical records, and if so, are those records primarily stored on Trust premises, or off-site with a third-party provider?
  6. During 2025, approximately how many outpatient or patient appointment communications were issued by post or hybrid mail?
  7. During the same period, how many missed or unattended appointments (“no-shows”) were recorded? And how many of those no-shows were attributed to appointment communications not being received or acknowledged by the patient?
  8. What was the typical average login time for staff devices, measured from power-on to a usable desktop session, during the 2025 calendar year?
  9. How many endpoint or device-related incidents (for example PCs, laptops or tablets) were logged with the IT service desk between 1 January and 31 December 2025?
  10. What was the average time taken to resolve endpoint or access-related incidents (mean time to restore, in hours) during the same period?
  11. How many IT-related service interruptions affecting clinical or administrative workflows were recorded between 1 January and 31 December 2025?
  12. How many clinically significant IT outages were recorded during 2025, and what was the cumulative total duration of these outages (in hours)?
  13. As of 31 December 2025, how many desktops and laptops were in active use within the Trust, and how many of these devices were more than five years old?
  14. How many staff did not have a designated digital workstation as part of their role during 2025? And what percentage is this compared to the Trust’s total staff number?
  15. During 2025, did the Trust use any tools or platforms to proactively monitor staff’s device health or digital workplace experience (for example endpoint management, device health monitoring or digital experience management)?

If yes, please indicate which of the following best applies:

    • basic device management only (reactive / break-fix)
    • proactive device health monitoring
    • proactive digital experience or workforce experience monitoring

Response sent

  1. During 2025, approximately how many paper documents created in clinical or administrative settings were later scanned or uploaded into the Trust’s electronic patient record system?

The Trust does not hold this data, as we do not tally the number of scanned uploads made into the EPR.

  1. During 2025, what was the total number of pages printed by the Trust?

795,724 total pages produced

  1. How many printers or multifunction devices (MFDs) were in active use across the Trust during 2025?

24

  1. How many print- or scanning-related faults or failures were logged during 2025?

13

  1. Does the Trust maintain physical storage for legacy medical records, and if so, are those records primarily stored on Trust premises, or off-site with a third-party provider?

On Site

  1. During 2025, approximately how many outpatient or patient appointment communications were issued by post or hybrid mail?

Our Patient Record systems cannot generate a total number of paper appointments sent to patients.

Copies of Patient Communications would be held on file – in the notes section of the patients’ EPR (electronic patient record), which which are not in an electronically retrievable format, (ie there is no automated mechanism for the collation of the required data), and this would require manual review and processing of a large volume of data, considerably exceeding the limit to time and resource provisioned under the Freedom of Information Act 2000 (FOIA).

We have estimated that to obtain the requested information, where held, would therefore require a manual search of all records of those patients who were offered an appointment in 2025 – amounting to thousands of electronic patient records, which, at an estimated 15 minutes per record would take approximately 250 hours per thousand records searched.

The Freedom of Information and Data Protection (Appropriate Limit and Fees) Regulations 2004 has set the appropriate limit as £450 based on a generic charge of £25 per hour to determine whether the Trust holds the information, to locate, and then to extract it). Section 12 of FOIA further states that the authority (ie this Trust) is not obligated to comply with a request for information if the authority estimates that the costs of complying with the request would exceed the appropriate limit.

This means that the time required to process this question greatly exceeds the cost limit, so your question is refused and exemption from disclosure has been engaged under s12 of FOIA.

Should you wish to narrow the scope of your question, the Trust would treat the submission as a new FOI request.

  1. During the same period, how many missed or unattended appointments (“no-shows”) were recorded? And how many of those no-shows were attributed to appointment communications not being received or acknowledged by the patient?
DNAs and Cancelled Appointments

01-Jan-2025 to 31-Dec-2025
DNA (Did not attend) 7,780
Appt Cancellation By Patient 11,953
Appt Cancellation By Trust 3,426

 

  1. What was the typical average login time for staff devices, measured from power-on to a usable desktop session, during the 2025 calendar year?

We do not record this data but it is typically less than 30 seconds.

  1. How many endpoint or device-related incidents (for example PCs, laptops or tablets) were logged with the IT service desk between 1 January and 31 December 2025?

130

  1. What was the average time taken to resolve endpoint or access-related incidents (mean time to restore, in hours) during the same period?

Hardware related incidents averaged at 1.4 days.  Access-related incidents were resolved the same day.

  1. How many IT-related service interruptions affecting clinical or administrative workflows were recorded between 1 January and 31 December 2025?

One, where reports were not up to date due technical issues, but staff were able to follow BCP (business continuity processes) to continue seeing patients using the EPR system, so any disruption was limited.

  1. How many clinically significant IT outages were recorded during 2025, and what was the cumulative total duration of these outages (in hours)?

None

  1. As of 31 December 2025, how many desktops and laptops were in active use within the Trust, and how many of these devices were more than five years old?

133 devices

  1. How many staff did not have a designated digital workstation as part of their role during 2025? And what percentage is this compared to the Trust’s total staff number?

None

  1. During 2025, did the Trust use any tools or platforms to proactively monitor staff’s device health or digital workplace experience (for example endpoint management, device health monitoring or digital experience management)?

None for device experience, tools exist to monitor device compliance and health.

If yes, please indicate which of the following best applies:

    • proactive device health monitoring

 

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