Service Level Agreement Management System

When a Trust enters into a relationship with either a non-NHS body or another NHS organisation for the supply or receipt of services (clinical or non-clinical) an appropriately signed Service Level Agreement (SLA) or contract must be in place.  
 
Historically, organisations may not have a defined process in place for the management of SLAs, nor a Trust-wide database to manage the agreements centrally. This can ultimately lead to confusion around what SLAs are in place, what services are being provided to other organisations, what income the Trust should be receiving, and this could leave the Trust open to legal challenge.
 
Alex Brady, Senior Delivery Manager - Finance and Corporate Performance explained: "The purpose of having SLAs in place is to ensure there is a clear and coherent document that sets out expectations of both parties (KPIs) and to ensure the quality and safety of the service is monitored and reported at regular intervals for the safety of patients, as well as ensuring the appropriate financial arrangements are in place."

MIAA has supported organisations with the refresh and renewal of SLAs. Working with management, we developed a host of service offers that captured the core service requirements and quality standards (ISO) . These service offers were documented and formed the basis to create SLA’s quickly and efficiently, ensuring all the requirements, quality standards and costs are captured in a standardised approach for all future SLA’s.  
Additionally, MIAA conducted a process and governance review of the SLA process, providing and overview of the process from a departmental prospective. 

For more information contact  Alex Brady, Senior Delivery Manager - Finance and Corporate Performance