Verified Service Provider in Burkina Faso
Dose Management Program in Burkina Faso
Engineering Excellence & Technical Support
Monitor and optimize patient radiation dose across modalities. High-standard technical execution following OEM protocols and local regulatory frameworks.
Enhanced Data Accuracy for Smarter Decisions
Implemented a digitized patient registry and dispensing system, drastically reducing dispensing errors by 45% and improving medication traceability. This allows for real-time inventory management and informed procurement decisions, preventing stockouts of essential medicines.
Seamless Data Integration for Comprehensive Patient Care
Developed a cloud-based platform that integrates data from community health worker surveys, clinic records, and pharmacy dispensing logs. This provides a holistic view of patient medication adherence and outcomes, enabling targeted interventions and personalized treatment plans.
Mobile-First Approach Empowers Frontline Workers
Deployed a user-friendly mobile application for community health workers to record medication distribution, patient follow-ups, and adverse event reporting directly in the field. This real-time data capture improves data quality, reduces reporting delays, and strengthens the link between community health and central healthcare systems.
What Is Dose Management Program In Burkina Faso?
The Dose Management Program (DMP) in Burkina Faso refers to a structured healthcare initiative designed to optimize medication use, particularly for individuals requiring long-term or complex therapeutic regimens. It encompasses the systematic tracking, monitoring, and adjustment of drug dosages to ensure therapeutic efficacy, minimize adverse drug reactions (ADRs), and improve patient adherence. The program is crucial in managing chronic diseases, infectious diseases requiring prolonged treatment, and situations where individual patient response to medication varies significantly.
| Who Needs Dose Management Program | Typical Use Cases | |||||||
|---|---|---|---|---|---|---|---|---|
| Patients with Chronic Diseases: Such as hypertension, diabetes mellitus, epilepsy, cardiovascular diseases, and chronic respiratory conditions requiring long-term pharmacotherapy. | Management of Antiretroviral Therapy (ART) for HIV/AIDS: Ensuring optimal viral suppression and minimizing toxicity. | Treatment of Infectious Diseases: Including tuberculosis (TB), malaria, and other prolonged antimicrobial courses where precise dosing is critical for eradication and resistance prevention. | Patients with Impaired Renal or Hepatic Function: Requiring dose adjustments due to altered drug metabolism and excretion. | Individuals on Polypharmacy: To manage complex drug interactions and optimize the therapeutic benefit of multiple medications. | Patients with Narrow Therapeutic Index (NTI) Drugs: Medications where a small difference in dose or blood concentration can lead to serious toxicity or lack of efficacy (e.g., certain antiepileptics, immunosuppressants, anticoagulants). | Pediatric and Geriatric Populations: Due to age-related differences in drug pharmacokinetics and pharmacodynamics. | Post-transplant Patients: Requiring immunosuppressive therapy with strict monitoring. | Patients experiencing suboptimal treatment outcomes or suspected ADRs: For diagnostic and therapeutic adjustment purposes. |
Key Components of the Dose Management Program:
- Patient Profiling and Initial Assessment: Comprehensive collection of patient data, including medical history, current comorbidities, renal and hepatic function, concomitant medications, and genetic factors (where relevant).
- Therapeutic Drug Monitoring (TDM): Serial measurement of drug concentrations in biological fluids (e.g., plasma, serum) to ascertain that levels remain within the therapeutic window.
- Pharmacokinetic/Pharmacodynamic (PK/PD) Modeling: Application of mathematical models to predict drug disposition and response in individual patients, informing dose adjustments.
- Adherence Monitoring and Support: Strategies to ensure patients take their medication as prescribed, including patient education, reminder systems, and addressing socioeconomic barriers.
- Adverse Drug Reaction (ADR) Surveillance: Proactive identification, reporting, and management of unintended and harmful drug effects.
- Dose Adjustment Protocols: Standardized guidelines for modifying drug dosages based on TDM results, clinical response, and emerging patient factors.
- Interdisciplinary Collaboration: Coordination between physicians, pharmacists, nurses, laboratory technicians, and other healthcare professionals involved in patient care.
- Data Management and Reporting: Secure storage and analysis of patient data for program evaluation, quality improvement, and research.
Who Needs Dose Management Program In Burkina Faso?
In Burkina Faso, a Dose Management Program (DMP) is crucial for optimizing the use of medicines, ensuring patient safety, and improving healthcare outcomes. The program targets various segments of the population and is vital for several government and healthcare departments. A well-implemented DMP can lead to significant cost savings, reduce the burden of drug resistance, and enhance the overall efficiency of the healthcare system.
| Customer Segment | Description | Key Needs Addressed by DMP | Relevant Departments/Stakeholders |
|---|---|---|---|
| Patients | Individuals seeking or receiving medical treatment requiring medication. | Safe and effective medication use, adherence support, reduced side effects, affordability. | Ministry of Health (MoH), Regional Health Directorates, District Health Services, Health Centers, Hospitals, Community Health Workers. |
| Healthcare Providers | Doctors, nurses, pharmacists, and other medical professionals involved in patient care. | Accurate prescribing, appropriate dosing, drug interaction alerts, evidence-based treatment guidelines, reduced workload for medication management. | MoH (Directorate of Pharmacy and Laboratories, Directorate of Curative Care), Professional Associations (Order of Pharmacists, Medical Association), Teaching Hospitals, Medical Training Institutions. |
| Pharmacies (Retail & Institutional) | Dispensaries providing medications to the public and within healthcare facilities. | Accurate dispensing, proper storage and handling, stock management, preventing counterfeit drugs, regulatory compliance. | MoH (Directorate of Pharmacy and Laboratories), National Drug Quality Control Laboratory, Pharmacy Regulatory Authority, Private Pharmacy Owners. |
| Hospitals & Health Centers | Facilities providing a range of healthcare services, from primary to tertiary care. | Efficient medication procurement and inventory, standardized treatment protocols, reduction of medication errors, cost containment, improved patient safety. | MoH (all levels), Hospital Management Committees, Pharmacy Departments, Nursing Services, Infection Control Units. |
| Public Health Programs | National initiatives focused on specific diseases or populations (e.g., malaria, HIV/AIDS, maternal and child health). | Ensuring optimal drug efficacy for public health goals, monitoring treatment outcomes, combating antimicrobial resistance, efficient resource allocation. | MoH (National Malaria Control Program, National AIDS Control Program, Maternal and Child Health Programs), International Partners (WHO, NGOs). |
| Ministry of Health (MoH) | The central governing body for healthcare in Burkina Faso. | Evidence-based policy development, regulatory oversight, national drug security, cost-effectiveness of healthcare services, epidemiological surveillance. | All Directorates within the MoH, National Health Insurance Agency (if applicable). |
Target Customers and Departments for a Dose Management Program in Burkina Faso
- Individuals requiring medication, particularly those with chronic conditions or complex treatment regimens.
- Patients who are vulnerable to medication errors, such as the elderly, children, and individuals with low health literacy.
- Healthcare facilities, including hospitals (public and private), health centers, and clinics across all levels of care.
- Pharmacies (community and institutional) responsible for dispensing medications.
- Medical practitioners (doctors, nurses, pharmacists) involved in prescribing, dispensing, and administering medicines.
- Public health officials and policymakers responsible for national drug policies and healthcare system management.
- Researchers and academic institutions involved in pharmacovigilance and health services research.
Dose Management Program Process In Burkina Faso
This document outlines the workflow for the Dose Management Program in Burkina Faso, detailing the process from an initial inquiry to the final execution of dose management activities. The program aims to ensure appropriate, safe, and effective use of medicines within the healthcare system.
| Stage | Description | Key Activities | Responsible Parties | Outputs/Deliverables |
|---|---|---|---|---|
| Initiation of the program based on identified needs in medicine use, including high-cost drugs, antimicrobials, or specific disease treatments. | Receive and review inquiries regarding dose management needs. Conduct surveys, audits, and data analysis of drug utilization patterns, identify areas of concern (e.g., irrational prescribing, overuse, underuse, drug resistance). Define specific problems and target populations. | Ministry of Health (MoH) - National Drug Directorate, Regional Health Directorates, Healthcare Facilities, Professional Associations, Pharmacists, Clinicians. | Needs assessment report, Problem statement, Prioritized areas for intervention, Baseline data. |
| Developing a comprehensive plan for the dose management program based on the identified needs. | Formulate program objectives and specific, measurable, achievable, relevant, and time-bound (SMART) goals. Develop evidence-based guidelines and protocols for rational drug use. Design training materials and methodologies. Define indicators for monitoring and evaluation. Develop a budget. | MoH - National Drug Directorate, Technical Working Groups (TWGs) composed of experts (pharmacists, physicians, public health specialists), International Partners. | Program strategy document, Dose management guidelines and protocols, Training curriculum, Monitoring and evaluation framework, Program budget. |
| Securing the necessary financial and material resources to implement the program. | Identify funding sources (government budget, donors, grants). Develop funding proposals. Procure essential equipment, medicines, and supplies required for dose management (e.g., diagnostic tools, laboratory reagents, essential medicines). Establish supply chain mechanisms for these resources. | MoH - National Drug Directorate, Ministry of Finance, Procurement Units, Donors, Implementing Partners. | Secured funding, Procurement plan, Procured medicines and equipment, Established supply chains. |
| Rolling out the dose management program and providing training to healthcare professionals. | Disseminate program guidelines and protocols to healthcare facilities. Conduct training workshops for doctors, nurses, pharmacists, and other relevant staff on rational drug use, dose optimization, pharmacovigilance, and antimicrobial stewardship. Implement clinical decision support tools. Conduct regular drug use audits. | MoH - National Drug Directorate, Regional Health Directorates, Healthcare Facility Management, Training Institutions, Frontline Healthcare Workers. | Trained healthcare professionals, Disseminated guidelines, Implemented audit findings, Improved prescribing practices (initial observation). |
| Tracking the progress and impact of the program and reporting on findings. | Collect data on key performance indicators (e.g., drug consumption patterns, rates of adverse drug reactions, adherence to guidelines, cost savings). Conduct regular monitoring visits to healthcare facilities. Analyze collected data. Prepare periodic reports on program progress and challenges. Identify areas for improvement. | MoH - National Drug Directorate, Regional Health Directorates, Healthcare Facilities, Monitoring and Evaluation (M&E) Unit, Data Analysts. | Monitoring reports, Evaluation reports, Data dashboards, Program progress updates, Recommendations for improvement. |
| Using evaluation findings to refine and enhance the program over time. | Review evaluation reports and recommendations. Incorporate lessons learned into program design and implementation. Update guidelines and training materials as needed. Provide feedback to healthcare facilities and staff. Facilitate knowledge sharing and best practice dissemination. Advocate for policy changes to support sustainable dose management. | MoH - National Drug Directorate, TWGs, Healthcare Facilities, Professional Associations, Policy Makers. | Revised program strategies, Updated guidelines and training materials, Enhanced program effectiveness, Sustainable dose management practices. |
Dose Management Program Workflow
- Inquiry and Needs Assessment
- Program Planning and Design
- Resource Mobilization and Procurement
- Implementation and Training
- Monitoring, Evaluation, and Reporting
- Continuous Improvement and Feedback Loop
Dose Management Program Cost In Burkina Faso
Managing the cost of dose administration programs in Burkina Faso involves navigating a complex landscape of economic, logistical, and health system factors. These programs, often focused on essential medicines, vaccines, or specific treatment regimens, require careful planning to ensure affordability and accessibility for the population. Several key factors influence the overall cost, and these can translate into a wide range of figures when considered in local currency, the West African CFA franc (XOF).
| Dose Type/Program Component | Estimated Cost Range (XOF) | Notes |
|---|---|---|
| Vaccine Dose (e.g., Childhood Immunization) | 500 - 5,000 XOF per dose (excluding programmatic costs) | Reflects the vaccine itself, cold chain, and basic distribution. Actual program cost per vaccinated child is significantly higher. |
| Essential Medicine Dose (e.g., Antimalarial, Antibiotic) | 200 - 2,000 XOF per dose (excluding programmatic costs) | Varies greatly by drug type, brand, and procurement source. Bulk purchases can lower unit costs. |
| Logistics & Distribution (Per Unit/Trip) | 10,000 - 100,000+ XOF per trip/region | Highly dependent on distance, terrain, transport mode, and fuel costs. Cold chain adds substantial overhead. |
| Healthcare Worker Administration Time (Per Dose) | 100 - 500 XOF per dose | Estimated time for preparation, administration, documentation, and patient counseling. Salaries and overhead factored in. |
| Syringes, Needles, and Sharps Disposal | 50 - 200 XOF per dose | Cost of sterile consumables and safe disposal of waste. |
| Full Program Cost Per Dose (e.g., Vaccination Campaign) | 1,000 - 10,000+ XOF per dose | Encompasses all factors: procurement, logistics, personnel, infrastructure, and management. This is a holistic estimate. |
Key Pricing Factors for Dose Management Programs in Burkina Faso
- Procurement Costs: The base cost of acquiring the specific medication or vaccine is a primary driver. This is influenced by global supply and demand, manufacturing origin (local vs. imported), international pricing benchmarks, and any negotiated bulk discounts. Import duties, taxes, and customs clearance fees also add to this.
- Logistics and Supply Chain: This encompasses transportation from ports/airports to central warehouses, then to regional and local health facilities. Cold chain requirements for vaccines and certain medicines significantly increase costs due to specialized equipment, energy consumption (generators, refrigeration), and trained personnel. Warehousing, inventory management, and security are also components.
- Distribution: Reaching remote or underserved areas presents a significant challenge. This can involve the use of motorcycles, trucks, or even more specialized transport for difficult terrain, adding fuel, maintenance, and personnel costs. Decentralized distribution points may also incur additional overhead.
- Personnel and Training: Qualified healthcare professionals (doctors, nurses, community health workers) are needed to administer doses and manage the program. Their salaries, benefits, and ongoing training (e.g., in updated protocols, safe injection practices, adverse event monitoring) contribute to the overall expense.
- Infrastructure and Equipment: This includes the cost of health facilities, examination rooms, sterile equipment (syringes, needles), sterilization devices, sharps disposal systems, and personal protective equipment (PPE) for healthcare workers. Maintaining and replacing this equipment is an ongoing cost.
- Program Management and Administration: Overhead costs for program coordination, monitoring and evaluation, data collection and reporting, regulatory compliance, and administrative support staff are essential for the effective functioning of any dose management program.
- Waste Management and Disposal: Safe and environmentally sound disposal of medical waste, particularly sharps and expired medications, is a critical but often overlooked cost. This requires specialized procedures and facilities.
- Program Scale and Duration: Larger-scale programs and those with longer implementation periods will naturally have higher absolute costs, even if the per-dose cost remains constant. Phased rollouts and pilot programs may have different cost structures initially.
- Disease Burden and Target Population: The prevalence of the disease being addressed and the size of the target population directly influence the number of doses required and thus the overall program cost. Targeted vaccination campaigns, for instance, have specific demographic focuses.
- Government Subsidies and Donor Funding: The extent to which the Burkinabe government or international donors subsidize these programs significantly impacts the out-of-pocket expenditure for individuals or the direct cost burden on the health system. This can lead to substantial variations in the perceived or actual cost.
Affordable Dose Management Program Options
Affordable dose management programs are crucial for managing chronic conditions and optimizing medication use, leading to better patient outcomes and reduced healthcare costs. These programs focus on ensuring patients receive the right medication at the right dose for the right duration. Value bundles are a key strategy within these programs, offering a pre-determined set of services for a fixed price, often encompassing medication, monitoring, education, and support. This approach encourages a holistic view of patient care, promoting adherence and reducing complications that can lead to higher expenses. Cost-saving strategies within dose management include medication therapy management (MTM) services, generic substitution, formulary optimization, and leveraging technology for remote patient monitoring and adherence tracking. By focusing on efficiency and effectiveness, these programs aim to deliver high-quality care while mitigating financial burdens for both patients and payers.
| Strategy | Description | Cost-Saving Impact |
|---|---|---|
| Value Bundles | A set of coordinated healthcare services that bundle together for a specific medical condition or treatment. | Reduces administrative costs, promotes bundled payments, encourages preventative care, and can lead to better outcomes, thus reducing overall healthcare spending. |
| Generic Medication Prioritization | Encouraging the use of generic drugs over brand-name drugs when they are therapeutically equivalent. | Significantly lower drug acquisition costs for payers and patients, often by 70-80%. |
| Formulary Management | Developing and maintaining a list of prescription drugs covered by a health plan, often tiered to encourage use of cost-effective options. | Negotiates lower prices with manufacturers, promotes evidence-based prescribing, and reduces out-of-pocket costs for patients. |
| Medication Adherence Programs | Interventions designed to help patients take their medications as prescribed, including reminders, educational materials, and personalized support. | Reduces hospitalizations, emergency room visits, and complications associated with untreated or undertreated conditions. |
| Remote Patient Monitoring (RPM) | Using technology to collect patient health data (e.g., blood pressure, glucose levels) from a remote location. | Early detection of issues, timely interventions, reduced need for in-person visits, and prevention of costly exacerbations. |
| Patient Assistance Programs | Financial assistance or discounts for eligible patients to help afford their medications. | Improves access to necessary medications, preventing treatment discontinuation and associated higher costs of managing unmanaged conditions. |
Key Components of Affordable Dose Management Programs
- Medication Therapy Management (MTM): Comprehensive review of a patient's medications to ensure they are appropriate, effective, and safe.
- Value Bundles: Pre-defined packages of services (medication, monitoring, education, support) offered at a fixed cost.
- Generic Substitution: Prioritizing the use of lower-cost generic medications when clinically appropriate.
- Formulary Optimization: Developing and managing drug formularies that promote cost-effective and evidence-based treatments.
- Technology Integration: Utilizing tools like telehealth, remote monitoring, and adherence apps to improve patient engagement and outcomes.
- Patient Education and Support: Empowering patients with knowledge about their conditions and medications to improve adherence and self-management.
- Care Coordination: Ensuring seamless communication and collaboration among healthcare providers involved in a patient's care.
Verified Providers In Burkina Faso
In Burkina Faso's healthcare landscape, ensuring access to reliable and high-quality medical services is paramount. Verified Providers are essential for individuals seeking safe and effective treatment. Franance Health stands out as a leading platform that meticulously vets and credentializes healthcare providers, offering a trusted gateway to the best medical expertise in the country. Their rigorous verification process ensures that all listed providers meet stringent standards of professionalism, expertise, and ethical practice, giving patients the confidence they need to make informed decisions about their health.
| Provider Type | Franance Health Verification Standard | Benefits for Patients |
|---|---|---|
| General Practitioners | Verified medical degree, valid professional license, no disciplinary actions. | Access to reliable primary care, accurate diagnoses, and appropriate referrals. |
| Specialist Physicians (e.g., Cardiologists, Dermatologists, Pediatricians) | Verified medical degree, specialist certification, relevant post-graduate training, professional license. | Expert diagnosis and treatment for complex health conditions by highly trained professionals. |
| Surgeons | Verified medical degree, surgical residency completion, board certification in their specialty, proven surgical experience. | Safe and effective surgical interventions performed by experienced and qualified surgeons. |
| Dentists | Verified dental degree, valid dental license, specialization (if applicable). | Quality dental care, from routine check-ups to advanced procedures, by licensed professionals. |
| Pharmacists | Verified pharmacy degree, active pharmacy license, adherence to dispensing regulations. | Access to safe and accurate dispensing of medications with professional guidance. |
Why Franance Health is the Best Choice for Verified Providers in Burkina Faso:
- Rigorous Credentialing Process: Franance Health employs a multi-faceted approach to verification, examining educational qualifications, professional licenses, specialized training, and peer reviews. This ensures that only the most competent and ethical practitioners are listed.
- Commitment to Patient Safety: Patient well-being is at the core of Franance Health's mission. Their verification protocols are designed to identify and exclude any providers with a history of malpractice or ethical breaches.
- Comprehensive Provider Directory: Franance Health offers a wide-ranging directory of verified specialists across various medical disciplines, making it easier for patients to find the exact care they require.
- Transparency and Accessibility: The platform provides clear and accessible information about each provider's credentials, experience, and areas of expertise, empowering patients with knowledge.
- Continuous Monitoring: Franance Health doesn't just verify once; they maintain ongoing monitoring of their listed providers to ensure continued adherence to their high standards.
Scope Of Work For Dose Management Program
This document outlines the Scope of Work (SOW) for the implementation and ongoing management of a Dose Management Program. The program aims to optimize radiation dose delivered to patients during diagnostic and interventional imaging procedures, ensuring the highest quality diagnostic information is obtained while minimizing potential risks. The SOW details the technical deliverables, standard specifications, and project phases required for a successful program.
1. Project Objectives
- Establish a comprehensive dose management framework.
- Implement tools and processes for dose monitoring, analysis, and reporting.
- Define and maintain dose reference levels (DRLs) for key imaging procedures.
- Promote a culture of radiation safety and dose optimization among clinical staff.
- Ensure compliance with relevant regulatory requirements.
- Continuously improve dose management practices based on data analysis and feedback.
| Phase | Activity | Standard Specifications / Deliverables | ||||
|---|---|---|---|---|---|---|
| Phase 1: Planning & Design | Requirements Gathering | Documented functional and non-functional requirements for the DMS. Defined integration points with existing systems (PACS/RIS). | System Architecture Design | Detailed system architecture document, including hardware and software specifications. Network requirements and security protocols defined. | ||
| Phase 2: Implementation & Integration | DMS Software Installation & Configuration | Successfully installed and configured DMS software according to design specifications. User roles and permissions defined. | PACS/RIS Integration | Established bidirectional data flow between DMS, PACS, and RIS. DICOM conformance statements reviewed and validated for dose information exchange. | Data Migration (if applicable) | Migration of historical dose data into the new DMS, with data validation checks. |
| Phase 3: Testing & Validation | Unit & Integration Testing | Successful completion of unit and integration test cases. All identified bugs resolved. | User Acceptance Testing (UAT) | Sign-off on UAT by key stakeholders, confirming the system meets business needs. All critical issues resolved. | Performance & Load Testing | System performance validated under expected load conditions. Response times meet defined Service Level Agreements (SLAs). |
| Phase 4: Deployment & Training | System Go-Live | Successful deployment of the DMS into the production environment. Rollback plan documented. | User Training | Delivery of role-based training to radiologists, technologists, physicists, and administrators. Training completion records maintained. | ||
| Phase 5: Operation & Maintenance | Dose Monitoring & Reporting | Ongoing collection, storage, and analysis of patient dose data. Automated generation of dose reports and dashboards. | DRL Management | Regular review and update of DRLs based on collected data and evolving best practices. Comparison of facility DRLs with national/international benchmarks. | System Maintenance & Support | Proactive system monitoring, troubleshooting, and application of software updates/patches. Defined support escalation procedures and SLAs. |
| Phase 6: Continuous Improvement | Data Analysis & Optimization | Regular analysis of dose trends to identify areas for improvement. Development and implementation of protocol optimization recommendations. | Audits & Reviews | Periodic internal and external audits of the dose management program. Regular program review meetings with stakeholders. |
Technical Deliverables
- Dose Management System (DMS) software implementation and configuration.
- Integration of DMS with Picture Archiving and Communication Systems (PACS) and Radiology Information Systems (RIS).
- Development of standardized dose reporting templates and dashboards.
- Configuration of automated dose alerts and notifications.
- Establishment of a dose tracking database for individual patient procedures.
- Development of training materials and delivery of training sessions for relevant staff.
- Creation of a DRL methodology and initial DRL establishment for selected procedures.
- Implementation of quality control procedures for dose data accuracy.
- Development of a feedback mechanism for dose optimization recommendations.
- Regular system maintenance and software updates.
- Technical documentation including installation guides, user manuals, and administrator guides.
- Performance reports on system uptime and data integrity.
Service Level Agreement For Dose Management Program
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Dose Management Program. It is designed to ensure the reliability and performance of the service provided to all authorized users.
| Incident Priority | Definition | Initial Response Time Guarantee |
|---|---|---|
| Critical | Complete service outage, inability to access patient data impacting immediate care. | ≤ 15 minutes |
| High | Significant performance degradation, partial loss of functionality impacting a substantial number of users or core workflows. | ≤ 1 hour |
| Medium | Minor functional issues, reporting errors not impacting immediate care, affecting a limited number of users. | ≤ 4 business hours |
| Low | Feature requests, general inquiries, cosmetic issues, or non-critical errors. | ≤ 1 business day |
Key Service Level Objectives
- Uptime Guarantee: The Dose Management Program is guaranteed to be available 99.5% of the time, calculated on a monthly basis.
- Response Time for Critical Incidents: For issues classified as critical (e.g., complete service outage, inability to access patient data impacting immediate care), the initial response time will be no more than 15 minutes.
- Response Time for High-Priority Incidents: For issues classified as high-priority (e.g., significant performance degradation, partial loss of functionality), the initial response time will be no more than 1 hour.
- Response Time for Medium-Priority Incidents: For issues classified as medium-priority (e.g., minor functional issues, reporting errors not impacting immediate care), the initial response time will be no more than 4 business hours.
- Response Time for Low-Priority Incidents: For issues classified as low-priority (e.g., feature requests, general inquiries), the initial response time will be no more than 1 business day.
- Resolution Targets: While response times focus on initial acknowledgment, resolution targets will be communicated during the incident management process, with priority given to critical and high-priority incidents.
In-Depth Guidance
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