service level agreement (sla) - shsc.scot · this agreement represents a service level agreement...
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Service Level Agreement (SLA) between: The Scottish Government Health & Social Care Directorates
and: The Common Services Agency for the Scottish Health Service (NHS National Services Scotland) for the Scottish Dental Practice Board
Effective Date: April 1, 2014
Document Owner: Fiona Kennedy, Manager SHSC Meetings
Version
Version Date Description Author 1.0 14/04/2014 Service Level Agreement Fiona Kennedy
Approval
(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)
Approvers Role Signed Approval Date
David Knowles, NSS Director, Practitioner and Counter Fraud Services
Dr Margie Taylor, CDO, SGHSC
Customer
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Table of Contents
1. Agreement Overview 3
2. Stakeholders 3
3. Periodic Review 3
4. Statutory Functions of the SDPB 4
4.1 Agreed Function 4
5. Service Agreement 4
5.1 Service Scope 4
5.2 Customer Requirements 5
5.3 Service Provider Requirements 5
5.4 Service Changes 5
6. Service Management 6
6.1 Security/Data Protection/Confidentiality 6
6.2 Review and Monitoring 6
6.3 Service Location/Availability/Contacts 6
7. Financial Summary 7
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1. Agreement Overview This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between the Scottish Government Health and Social Care Directorate and the Common Services Agency for the Scottish Health Service (NHS National Services Scotland) on behalf of the Scottish Dental Practice Board (SDPB) for the provisioning of secretariat services required to support and sustain the remit of the SDPB.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all secretariat services covered as they are mutually understood by the primary stakeholders.
2. Stakeholders The following Service Provider and Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
Secretariat Service Provider: SHSC Meetings, NHS National Services Scotland, Scottish Health Service Centre, Crewe Road South, Edinburgh EH4 2LF. ("Provider")
Customer: the Scottish Government Health and Social Care Directorate ("Customer")
3. Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement will be reviewed annually; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The SHSC Meetings Manager ("Document Owner") is responsible for facilitating regular reviews of this document. The contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
SHSC Meetings Manager: Fiona Kennedy
Review Period: Yearly
Previous Review Date: April 14, 2014
Next Review Date: March 1, 2015
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4. Statutory Functions of the SDPB The Scottish Dental Practice Board (SDPB) was established in 1989 and was formerly the Scottish Dental Estimates Board. The SDPB’s role in the provision of NHS General Dental Services was established in the National Health Service (Scotland) Act 1978(1) and its functions are further described in the SDPB Regulations of 1997, 1999 and 2010. The role of the SDPB is also set out in The National Health Service (General Dental Services) (Scotland) Regulations of 1996 and 2010, as is the role of NSS to support the SDPB (under NSS’s legally constituted title of the Common Services Agency).
The SDPB is statutorily responsible to “the Scottish Ministers” for approving and authorising payments to dentists, which are then paid by NSS Practitioner Services Division (PSD) to the dental practitioners concerned.
The Regulations state that the SDPB shall:
“…consider all claims for remuneration submitted for approval for payment and all estimates and may give or withhold approval as it thinks fit; and for the purpose of determining whether or not to give approval may ask a patient to submit himself for examination by a dental officer and may require the dentist to produce such records including radiographs and further particulars as it thinks fit”.
Where the SDPB, NSS or Health Board considers that a payment has been made in error there is a statutory duty to seek recovery of an overpayment. This recovery activity is “without prejudice” to the investigation of any allegations of fraud.
4.1 Agreed Function
The SDPB is to operate as a strategic reviewer of primary care dentistry.
5. Service Agreement The following detailed service parameters are the responsibility of the Secretariat Service Provider in the ongoing support of this Agreement.
5.1. Service Scope
The following Services are covered by this Agreement;
1) The SDPB Secretariat will support four Board and other agreed meetings annually and other Special Board meetings and seminars as arranged.
2) Correspondence arising from SDPB meetings will be sent within five working days from the date of the meeting at which discussion took place.
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3) Agenda and meeting papers will be circulated five working days in advance of scheduled SDPB meetings.
4) Draft Minutes of meetings will be prepared within 10 working days of scheduled SDPB meetings.
5) According to an annually agreed timetable, the Secretariat will co-ordinate preparation and publication and make available the SDPB Annual Report/Executive Summary.
6) Each year, publish and publicise on the SDPB website an annual timetable of meetings.
7) Maintain all areas of the SDPB website including publishing agreed minutes from the open session within 10 working days of approval by the Board and updating the SDPB Publication Scheme as a requirement for the Freedom of Information (Scotland) Act 2002.
8) Organise payment of salary and process expenses for Board Members. 9) Respond to Freedom of Information and Data Protection requests.
5.2. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
• Payment for all support costs at the agreed interval. • Respond to requests for guidance from the Secretariat within mutually agreed
deadlines.
5.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
• Services listed under Section 5.1. • Meeting required timescales. • Appropriate notification to Customer of any issues. • The Provider will also carry out all associated and appropriate tasks necessary
to perform these activities consistent with best practice.
5.4. Service Changes
The Service Provider will document, cost and review all change requests for agreement by both parties in managing future changes.
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6. Service Management The following sections provide relevant details on data security, review and monitoring and service availability.
6.1. Security/Data Protection/Confidentiality
The Provider will adhere to the procedures and guidelines implemented to ensure the physical security of all data held within the department. All data and information belonging to the Customer and in the possession or control of the Provider will be held in secure conditions and treated as confidential. Any personal information supplied to SHSC Meetings will be treated with the highest standards of security and confidentiality, in strict accordance with the Data Protection Act, 1998 (as amended from time to time).
6.2. Review and Monitoring
The Service Provider and Customer will hold, when deemed necessary by either party, review meetings which ensure that the services specified are being maintained, and if necessary, to identify any changes needed. The Service Provider will maintain a system for the purpose of monitoring the level and standards of service provided to the Customer and will provide feedback if requested.
6.3. Service Location/Availability/Contacts
The services will be provided from the Provider offices at the Scottish Health Service Centre, Crewe Road South, Edinburgh EH4 2LF.
• Office hours: (Mon-Thurs) 9:00 a.m. to 5:00 p.m. (Fri) 9:00 a.m. to 4:00 p.m. • Voicemail is available out with office hours
Office Contacts Mrs Fiona Kennedy Miss Anne Ferguson Mrs Lorraine Maley
Manager, SHSC Meetings Secretary, SDPB Administrative Assistant
Tel: 0131 275 7738 Tel: 0131 275 7740 Tel: 0131 275 7741
Email: [email protected] Email: [email protected] Email: [email protected]
The SDPB Annual Report and general information is published on the internet at: http://www.sdpb.scot.nhs.uk
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7. Financial Summary The following table presents a summary of the associated costs in providing the administrative support to the SDPB.
Budget Heading Estimated Budget
Required £ Salaries (incl. Board Member remuneration)
67,014
Travel and Subsistence
3,030
Other Operational Costs
3,300
Corporate Services
5,055
Total
78,399
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