During Downtime: System Specific Situations

This section describes specific fallback workflows for different systems & services at KKBM when CCMS, PhIS or other critical systems are temporarily inaccessible.

---

General BCP As Initial Flow

Staff must first follow the General BCP Activation Process (see below), before proceeding with their own unit respective downtime SOP.

• The BCP Manager leads this process after consulting with unit coordinators, ICT and Helpdesk.
• Leaders & Coordinators must fully understand this activation process to manage clinic-wide escalation and BCP declaration.
• All Staff must know and follow their own unit's fallback SOP to ensure safe service delivery once BCP is active.

Trigger

System disruption detected at any service point — CCMS, PhIS, QMS, network, or power failure.

1

Notify BCP Unit Coordinator 👤

First point of contact within the affected unit

Notification

Unit staff immediately inform their respective Unit BCP Coordinator of the system disruption.

2

Notify BCP Manager 👤

Clinic-wide escalation

Unit BCP Coordinator escalates to the BCP Manager for clinic-level assessment and decision-making.

3

Identify Type of Downtime

Total vs Partial

Assessment

Total Downtime

Path A

All critical systems (CCMS, PhIS, QMS, network) are simultaneously unavailable.

• Inform Head of Unit
• BCP Manager announces Downtime Activation clinic-wide

Partial Downtime

Path B

Only specific system(s) are down (e.g., QMS only, or PhIS only). Other systems remain operational.

• BCP Manager announces Downtime Activation for affected unit(s) only
• Non-affected units continue normal operations

4

Identify Root Cause

Application vs Infrastructure

Assessment

Application Issue

CCMS/PhIS application crash, login failure, module unresponsive

• Contact Helpdesk (Muar ICT Helpdesk App / BKD WhatsApp)
• Proceed with BCP activities while awaiting resolution

Infrastructure Issue

Network failure, power outage, hardware malfunction etc.

• Contact ICT Focal Person for first-level triage
• Seek resolution via BKAD / vendor support
• Activate Unit-Specific Downtime SOP
• Proceed with BCP activities while awaiting resolution

Flowchart Image Placeholder

Original flowchart image to be inserted here.

Suggested path: /img/bcp/general-bcp-activation-flow.png

---

Next Steps — Unit-Specific SOPs

After BCP is activated, proceed to your unit's specific downtime SOP:

General Patient Flow

Registration, vitals, OPD, and fever clinic fallback workflow

Pharmacy

Prescription handling and manual dispensing procedures

Procedure Room

Procedure Room 8 documentation and workload tracking

Wound Care

Wound care and dressing appointment manual workflow

QMS Downtime

Manual queue handling and patient flow management