EMIS, the UK's leading supplier of IT systems to GPs, has been awarded the International Standard ISO 20000 for best practice in IT service management -covering the provision, enablement and support of EMIS hosted systems to multidisciplinary healthcare organisations. ISO 20000 is a requirement for the hosting of systems with CfH's GP SOC.

The company, whose software holds medical records for 39 million patients nationwide, met best practice guidelines for IT service providers. The guidelines ensure a proactive approach in delivering high levels of customer service and meeting defined business requirements and priorities in a manageable way.

The ISO 20000 standard assesses the ability to deliver quality levels of service and planning - to prevent and resolve problems - and the implementation of an IT Service Management System (ITSMS). The ITSMS sets out a systematic approach to overseeing how IT services are delivered to customers, and encompasses people, processes and IT systems.

The report commented on EMIS's pro-activity in implementing the ITSMS. It highlighted that staff were 'competent' and 'knowledgeable' in following company procedures.

Ann Worthington, Director of Quality Assurance at EMIS, said: "Governments are increasingly putting providers under the spotlight to ensure that contractors are fit and able to deliver contracts and high service levels.

"EMIS Systems hold the medical records for more than half of the UK's population and we have continued to build up a relationship of trust and confidence with the primary care community over 20 years. Working with the NHS to deliver larger contracts has enabled us to demonstrate our ability to deliver the highest level of IT service management.

"We are delighted to receive such a respected standard, which demonstrates our commitment to customers and the ability to offer cost effective solutions without compromising on quality."

-- EMIS is the UK's leading supplier of IT systems to GPs, providing the software that holds the medical records for 39 million NHS patients nationwide. Around 56 per cent of GPs in the UK currently use EMIS software.

-- The company has a 20-year history of innovation within the UK primary care market. Founded by GPs Dr Peter Sowerby and Dr David Stables, its guiding ethos is that the software used by GP surgeries should be " doctors, for doctors".

-- EMIS is responsible for a number of innovatory products and services for GPs and patients, including EMIS Access - the only online appointment bookings service currently available within the NHS; a groundbreaking electronic prescription management service and a shared data system that enables secure GP-to-GP exchange of patient records.

-- In April 2005, EMIS Access won an award for 'most innovative e-health product' at the E-Health Innovation Awards, jointly organised by Intellect and E-Health Insider.

-- ISO/IEC 20000:2005 was jointly published by ISO (International Organisation for Standardisation) and IEC (International Electrotechnical Commission).

-- ISO20000 sets out best practice for IT service providers, including both internal departments delivering within an organisation and outsourced services.

-- ISO/IEC 20000 is broadly aligned with, and draws strongly on the IT Infrastructure Library (ITIL).

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