SOAR Update

Supporting SOAR Users

From April 2021 to March 2022, we can provide a breakdown of the different types of queries logged on the Jira Helpdesk including the numerical data also. The data shows that a total of 5587 tickets were resolved, 51.2% of which coming from secondary care users and 30.8% from primary care. A considerable difference between primary and secondary care users requiring assistance from the helpdesk. Other users who got in touch included trainees, admin teams, clinical development fellows, Directors of Medical Education (DMEs) and others.

When analysing the ‘Query type’ data it was found that the highest number of queries were around MSF (40%). This was followed by log in queries which were substantially lower at 23%. The other query types that logged a considerable number of tickets were related to incorrect details which needed updating (12%) and appraisal form queries (submission, uploading, Form 4 etc) tallied at 10%. Other ticket types that were logged with far lower numbers included trainee queries, CPD log/PDP, performance issues, PSQ and ROT log queries. This data provided the central SOAR team with a detailed insight into the most common query types and how we can continue to improve our service to accommodate all users.



We will continue to support our users via the helpdesk, accessed either via the website directly or via email to: SOAR@nes.scot.nhs.uk.

SOAR development

There has been very little development on SOAR in the past year as staff remain under pressure to prioritise various COVID related projects. We did update SOAR to reflect a new change to assist the Recognition of Trainer process and this was done by an external provider following a short tender process. The work only impacts DMEs and Educational Organisations and does not change the existing processes for trainers/appraisees; and was completed at the end of March 2022.

SOAR Options Review

Following feedback from national stakeholders, the Scottish Government has sponsored a review of SOAR to consider the scale and scope of development needed to ensure the system is up to date.

Plans are in place to appoint an external provider to carry out the review, which is due to take place in the summer of 2022.

Continued Review of MSF Options

SOAR continues the provision of MSF via our 3rd party provider, WASP Software. This arrangement has been extended through to the end of March 2023, covering the 2022/2023 period.

The longer-term plan of an inhouse multi-disciplinary one-MSF tool is still a desired aim however discussions with NES Digital continues to be on hold due to the pandemic.

New Medical Appraisal Scotland website

We have spent the latter part of 2021/22 redesigning the Medical Appraisal Scotland website and this was finally launched in April this year.

This coincided with the roll out of the Refresher Appraiser “programme of activities” materials which can be found on the website, along with new resources to support appraisers in their ongoing development.

Future projects

Depending on the outcome from the SOAR Options Review, we hope to further develop SOAR to improve the functionality for both the team and users to ultimately make the system more user friendly.