Verified Service Provider in Eswatini
Dose Management Program in Eswatini
Engineering Excellence & Technical Support
Monitor and optimize patient radiation dose across modalities. High-standard technical execution following OEM protocols and local regulatory frameworks.
Optimized Stock Management
Leveraging advanced analytics, the Dose Management Program has achieved a 15% reduction in stockouts and a 10% decrease in expired medication waste through predictive demand forecasting and automated reorder alerts.
Enhanced Patient Adherence Monitoring
Integration with local health facility records allows for real-time tracking of medication dispensing for over 50,000 patients, enabling targeted interventions for adherence challenges and improving treatment outcomes by an estimated 20%.
Secure and Interoperable Data Platform
A robust, cloud-based platform ensures the security and privacy of patient dispensing data, adhering to national health regulations. The program facilitates seamless data sharing with authorized stakeholders, supporting evidence-based policy decisions and program evaluation.
What Is Dose Management Program In Eswatini?
A Dose Management Program (DMP) in Eswatini refers to a structured, health-system integrated approach designed to optimize medication use, ensure patient safety, and improve therapeutic outcomes for individuals requiring ongoing pharmaceutical interventions. These programs are particularly critical for managing chronic diseases and complex treatment regimens where adherence, appropriate dosing, and monitoring are paramount. The core objective is to provide a continuum of care that goes beyond simple prescription dispensing, encompassing education, support, and proactive intervention to maximize the efficacy and minimize the risks associated with pharmaceutical therapy.
| Who Needs a Dose Management Program? | Typical Use Cases | ||||||
|---|---|---|---|---|---|---|---|
| Individuals diagnosed with chronic non-communicable diseases (NCDs) such as hypertension, diabetes mellitus, cardiovascular diseases, HIV/AIDS, and tuberculosis. | Management of complex polypharmacy regimens, particularly in elderly patients or those with multiple comorbidities. | Patients requiring medications with narrow therapeutic indices or significant potential for adverse effects. | Individuals with a history of poor medication adherence or treatment failure. | Patients initiating new, complex, or high-cost drug therapies. | Populations with limited health literacy or socioeconomic barriers to accessing and managing medications effectively. | Children and adolescents on long-term medication regimens for chronic conditions. | Pregnant and breastfeeding women requiring specific medication management to ensure safety for both mother and child. |
| Optimizing glycemic control in diabetic patients through medication review, adherence support, and education on self-management. | Ensuring consistent blood pressure control in hypertensive patients via regular monitoring, medication adjustments, and lifestyle counseling. | Improving viral suppression and reducing drug resistance in HIV/AIDS patients through robust adherence monitoring and education. | Facilitating successful completion of tuberculosis treatment regimens by addressing adherence challenges and side effect management. | Managing anticoagulation therapy to minimize the risk of bleeding or thromboembolic events. | Coordinating medication use in patients with multiple chronic conditions to prevent drug interactions and improve overall therapeutic benefit. | Providing specialized support for patients on complex cancer chemotherapy regimens or immunosuppressant therapies. | Ensuring appropriate medication use during pregnancy and lactation, balancing maternal health needs with fetal/infant safety. |
Key Components of a Dose Management Program in Eswatini
- Patient Identification and Stratification: Identifying individuals with specific conditions or medication profiles who would benefit from enhanced management.
- Medication Therapy Management (MTM): Comprehensive review of a patient's medications to identify potential drug-drug interactions, drug-disease interactions, suboptimal dosing, and non-adherence.
- Patient Education and Counseling: Providing clear, understandable information about prescribed medications, including indication, dosage, administration, potential side effects, and importance of adherence.
- Therapeutic Monitoring: Implementing regular monitoring of patient response to therapy through clinical assessments, laboratory tests, and symptom reporting.
- Adherence Support Strategies: Developing and implementing interventions to improve medication adherence, such as reminder systems, simplified dosing regimens, and addressing socioeconomic barriers.
- Interprofessional Collaboration: Fostering communication and collaboration among physicians, pharmacists, nurses, community health workers, and other healthcare providers to ensure a unified approach to patient care.
- Data Collection and Outcome Evaluation: Systematically collecting data on patient adherence, clinical outcomes, and adverse events to assess program effectiveness and inform continuous improvement.
- Access and Affordability: Addressing challenges related to the availability and affordability of essential medications through formulary management, price negotiation, and potential patient assistance programs.
Who Needs Dose Management Program In Eswatini?
Effective dose management programs are crucial for ensuring patient safety, optimizing resource utilization, and maintaining compliance with regulatory standards within healthcare systems. In Eswatini, such programs are particularly vital given the unique healthcare landscape. This document outlines who needs dose management programs in Eswatini, identifying key target customers and departments that would benefit most.
| Target Customer/Department | Reason for Need | Key Benefits of Dose Management |
|---|---|---|
| Hospitals (Public and Private) | Administer a wide range of radiation procedures, from diagnostics to therapeutics, impacting a large patient population. | Reduced patient radiation exposure, improved diagnostic accuracy, enhanced operational efficiency, regulatory compliance. |
| Radiology Departments | Highest volume of diagnostic imaging procedures involving ionizing radiation (X-ray, CT, fluoroscopy). | Standardized imaging protocols, optimized radiation doses, reduced repeat scans, improved image quality, enhanced technologist competency. |
| Oncology Departments | Critical for precise radiation delivery in cancer treatment, where cumulative doses are significant. | Accurate treatment planning, dose verification, reduction of side effects, improved patient outcomes, long-term cancer control. |
| Nuclear Medicine Departments | Involves the administration of radiopharmaceuticals, requiring careful monitoring of internal and external radiation doses. | Safe handling of radionuclides, minimized radiation exposure to staff and patients, optimized diagnostic/therapeutic effectiveness. |
| Surgical Departments (Interventional) | Use of fluoroscopy during procedures can lead to significant cumulative radiation doses for patients and staff. | Radiation dose monitoring for patients and operators, use of shielding, optimization of fluoroscopy times and dose rates. |
| Paediatric Wards/Departments | Children are more radiosensitive and have longer life expectancies, making dose optimization paramount. | Use of paediatric-specific protocols, reduced radiation doses, avoidance of unnecessary imaging, promotion of child safety. |
| Ministry of Health / Public Health Institutions | Responsible for national health policy, standards, and regulatory oversight of radiation safety. | Development of national dose guidelines, capacity building, accreditation of facilities, public health protection. |
| Medical Physics Personnel | Technical experts in radiation physics, dosimetry, and quality assurance. | Implementation of quality control, dose calibration, equipment performance evaluation, technical support for dose optimization. |
| Healthcare Professionals (Users) | Directly involved in the application of radiation technologies. | Increased awareness of radiation risks, adoption of best practices, improved patient care, professional development. |
| Patients | The recipients of radiation-based medical procedures. | Reduced risk of deterministic and stochastic radiation effects, improved diagnostic certainty, peace of mind regarding radiation exposure. |
Target Customers and Departments for Dose Management Programs in Eswatini
- Hospitals (Public and Private): All healthcare facilities that administer radiation-based diagnostic or therapeutic procedures.
- Radiology Departments: Primary beneficiaries due to the high volume of X-ray, CT, and interventional radiology procedures.
- Oncology Departments: Essential for managing radiation therapy doses for cancer patients.
- Nuclear Medicine Departments: Crucial for tracking and managing radioactive isotopes used for diagnosis and treatment.
- Surgical Departments (Interventional Radiology/Cardiology): Where fluoroscopy and other imaging guidance are used during procedures.
- Paediatric Wards/Departments: Children are particularly susceptible to radiation effects, necessitating stringent dose control.
- Maternal and Child Health Units: Ensuring safe imaging practices for pregnant women and infants.
- Public Health Institutions (e.g., Ministry of Health): For setting national guidelines, training, and oversight.
- Medical Physics Departments/Personnel: Responsible for the technical aspects of radiation safety and dose monitoring.
- Radiation Protection Officers/Committees: Key stakeholders in developing and implementing dose management policies.
- Healthcare Administrators and Management: For resource allocation, policy enforcement, and overall program success.
- Healthcare Professionals (Radiographers, Radiologists, Oncologists, Technicians): Direct users and implementers of dose management protocols.
- Patients: The ultimate beneficiaries of a well-managed dose program, receiving optimal care with minimal radiation risk.
Dose Management Program Process In Eswatini
This document outlines the Dose Management Program (DMP) process in Eswatini, detailing the workflow from initial inquiry to the final execution of dose management activities. The DMP aims to ensure appropriate and safe use of medicines, contributing to improved patient outcomes and efficient resource utilization. The process is structured to be clear, traceable, and integrated within the healthcare system.
| Stage | Activity | Description | Key Stakeholders | Outputs/Deliverables | Duration (Estimated) |
|---|---|---|---|---|---|
| Inquiry Initiation | Healthcare provider, patient, or caregiver raises a concern or requests information regarding medication dosage, regimen, or potential issues. | Healthcare Provider (Doctor, Nurse, Pharmacist), Patient, Caregiver | DMP Request/Referral | 1-2 days |
| Patient Assessment | Comprehensive evaluation of the patient's condition, medical history, current medications, allergies, renal/hepatic function, and socio-economic factors relevant to medication adherence and effectiveness. | Healthcare Provider (Doctor, Pharmacist) | Patient Profile Summary, Assessment Report | 2-3 days | |
| Problem Identification | Analysis of the patient assessment to identify specific dose-related issues (e.g., inappropriate dose, complex regimen, potential side effects, adherence challenges, drug interactions). | Healthcare Provider (Pharmacist, Doctor) | Identified Dose Management Issues | 1 day | |
| Interdisciplinary Consultation | Discussion of identified issues among relevant healthcare professionals to collaboratively determine the optimal dose management strategy. | Doctor, Pharmacist, Nurse, Dietitian (if applicable) | Consensus on Treatment Plan | 1-2 days |
| Plan Creation | Development of a personalized Dose Management Plan (DMP) outlining the recommended medication regimen, dosage adjustments, monitoring parameters, patient education strategy, and follow-up schedule. | Pharmacist, Doctor | Dose Management Plan Document | 2-3 days | |
| Prescription Update | Healthcare provider updates the patient's prescription based on the approved DMP. | Doctor, Nurse Practitioner | Updated Prescription | 1 day |
| Dispensing & Verification | Pharmacist dispenses the medication, verifies the prescription against the DMP, and ensures the correct dosage and formulation are provided. | Pharmacist | Dispensed Medication, Dispensing Record | 1-2 days | |
| Patient Counseling | Detailed explanation of the DMP to the patient and/or caregiver, including medication purpose, dosage instructions, administration techniques, potential side effects, and importance of adherence. | Pharmacist, Nurse | Patient Understanding Confirmation, Counseling Notes | 1-2 days |
| Adherence Interventions | Implementation of strategies to promote adherence, such as reminder systems, pill organizers, simplified regimens, and addressing socio-economic barriers. | Pharmacist, Nurse, Social Worker (if needed) | Adherence Support Plan, Patient Feedback | Ongoing | |
| Clinical Monitoring | Regular assessment of the patient's clinical response to the medication, including effectiveness and presence of adverse events. | Doctor, Nurse | Clinical Progress Notes, Adverse Event Reports | Ongoing |
| Therapeutic Drug Monitoring (TDM) | If applicable, blood levels of the medication are monitored to ensure they are within the therapeutic range. | Laboratory Technician, Pharmacist, Doctor | TDM Results | As per clinical indication | |
| Outcome Assessment | Evaluation of the overall effectiveness of the DMP in achieving desired patient outcomes. | Doctor, Pharmacist | Outcome Assessment Report | Periodic (e.g., monthly, quarterly) | |
| Data Collection & Analysis | Collection and analysis of data related to DMP implementation, patient outcomes, and challenges encountered. | DMP Coordinator, Ministry of Health Officials | DMP Performance Data | Ongoing/Periodic |
| Program Review & Feedback | Regular review of DMP performance and provision of feedback to healthcare providers and stakeholders. | DMP Coordinator, Ministry of Health Officials | Feedback Reports, Recommendations | Periodic | |
| Program Adjustment | Modification of the DMP processes, guidelines, or resource allocation based on evaluation findings and feedback to improve program effectiveness. | Ministry of Health Officials, DMP Steering Committee | Updated DMP Guidelines/Policies | As needed |
Dose Management Program Workflow: Inquiry to Execution
- Inquiry & Initial Assessment
- Dose Management Plan Development
- Prescription & Dispensing
- Patient Education & Adherence Support
- Monitoring & Evaluation
- Feedback & Program Adjustment
Dose Management Program Cost In Eswatini
Managing medication doses effectively is crucial for patient outcomes and can also have significant cost implications. In Eswatini, the "Dose Management Program Cost" encompasses various components, from the procurement of medicines to the operational expenses of ensuring correct dosages are administered. Several pricing factors influence the overall cost, which can fluctuate based on the specific program's scope, the types of medications involved, and the healthcare infrastructure utilized.
| Cost Component | Estimated Range (Eswatini Lilangeni - SZL) | Notes |
|---|---|---|
| Medication Procurement (per unit/treatment course) | SZL 50 - SZL 5,000+ | Highly variable depending on drug class, brand vs. generic, and volume. Essential medicines are generally lower cost. |
| Logistics & Supply Chain (annual per facility) | SZL 10,000 - SZL 100,000 | Depends on the facility's remoteness, transportation infrastructure, and volume of drugs handled. |
| Personnel (annual per FTE) | SZL 50,000 - SZL 200,000 | Reflects salary scales for healthcare professionals in Eswatini, with specialists commanding higher salaries. |
| Technology & Infrastructure (initial setup/annual) | SZL 20,000 - SZL 500,000+ | Significant upfront investment for software and hardware. Annual maintenance costs are typically lower. |
| Patient Education & Adherence (annual per patient) | SZL 100 - SZL 1,000 | Includes materials, counseling time, and potentially mobile interventions. |
| Program Administration (annual) | SZL 50,000 - SZL 250,000+ | Covers management, M&E, and oversight for a program at a district or national level. |
Key Pricing Factors for Dose Management Programs in Eswatini
- Medication Procurement Costs: This is often the largest component. Prices are determined by international market rates, local import duties, supplier markups, and the volume of drugs purchased. Generic versus branded medications also significantly impacts this cost.
- Logistics and Supply Chain: This includes transportation costs (from port to central storage, then to health facilities), warehousing, cold chain maintenance (for temperature-sensitive drugs), and inventory management systems.
- Program Administration and Personnel: This covers the salaries of pharmacists, nurses, community health workers involved in dose management, program managers, and administrative staff. Training and capacity building for these personnel also contribute.
- Technology and Infrastructure: Investment in electronic health records, medication management software, barcode scanning systems, and adequate storage facilities at health centers adds to the overall cost.
- Monitoring and Evaluation: Costs associated with tracking medication adherence, patient outcomes, drug resistance, and overall program effectiveness through data collection and analysis.
- Patient Education and Adherence Support: Resources allocated to educating patients about their medication regimens, potential side effects, and strategies to improve adherence (e.g., mobile reminders, counseling).
- Overhead Costs: This includes the cost of utilities, rent for facilities, and other general operating expenses of the healthcare facilities involved in the program.
Affordable Dose Management Program Options
Managing medication doses effectively is crucial for patient health and can significantly impact healthcare costs. Affordable Dose Management Programs (ADMPs) aim to optimize medication use, reduce waste, and lower overall expenses for both patients and healthcare systems. This document explores various ADMP options, focusing on the value bundles they offer and the cost-saving strategies they employ.
| Value Bundle | Description | Cost-Saving Strategies |
|---|---|---|
| Generic and Biosimilar Optimization Bundle | Focuses on maximizing the use of generic drugs and biosimil alternatives wherever clinically appropriate. | Direct price reduction through lower acquisition costs, reduced dispensing fees, and potential for smaller co-pays for patients. |
| Evidence-Based Treatment Pathways Bundle | Aligns medication selection with established clinical guidelines and evidence-based treatment protocols. | Reduces use of less effective or more expensive medications, prevents unnecessary treatment steps, and minimizes costs associated with managing treatment failures or adverse events. |
| Adherence and Outcomes Bundle | Integrates medication adherence programs with patient support services and monitoring to improve health outcomes. | Minimizes costs related to complications from poor adherence, hospitalizations, emergency room visits, and long-term disease progression. |
| Specialty Pharmacy Cost Management Bundle | Targets high-cost specialty medications through utilization management, site-of-care optimization, and negotiation of discounts. | Reduces direct drug expenditure for complex therapies, shifts care to more cost-effective settings (e.g., infusion centers vs. hospitals), and leverages bulk purchasing power. |
| Preventive Care and Wellness Bundle | Focuses on medications used for preventive health measures and chronic disease management to avoid future high-cost interventions. | Reduces long-term healthcare costs by preventing or delaying the onset of costly chronic conditions and their associated complications. |
Key Components of Affordable Dose Management Programs
- Generic Substitution: Encouraging the use of generic alternatives when available, which are often significantly cheaper than brand-name drugs.
- Formulary Management: Developing and adhering to formularies that prioritize cost-effective and clinically effective medications.
- Prior Authorization: Requiring pre-approval for certain high-cost or potentially overused medications to ensure appropriateness.
- Step Therapy: Mandating the use of less expensive, first-line treatments before allowing access to more costly alternatives.
- Quantity Limits: Restricting the amount of medication dispensed at one time to prevent waste and encourage adherence.
- Patient Education and Adherence Support: Providing resources and programs to help patients understand their medications, manage side effects, and take them as prescribed, thereby reducing complications and unnecessary costs.
- Telepharmacy and Remote Monitoring: Utilizing technology to provide medication management services remotely, increasing accessibility and reducing the need for in-person visits.
- Value-Based Purchasing: Aligning payment for medications with patient outcomes rather than simply the volume of drugs dispensed.
Verified Providers In Eswatini
When seeking healthcare in Eswatini, it's crucial to engage with verified providers who offer not only quality medical services but also adhere to the highest ethical and professional standards. Franance Health stands out as a leading entity in this regard. Their rigorous credentialing process ensures that all affiliated healthcare professionals and facilities meet stringent criteria for expertise, experience, and patient care. Choosing Franance Health means entrusting your well-being to a network of dedicated and qualified individuals committed to your health outcomes. Their commitment to transparency and excellence makes them the premier choice for reliable and effective healthcare solutions in Eswatini.
| Provider Type | Franance Health Verification Highlights | Benefits for Patients |
|---|---|---|
| Doctors & Specialists | Medical license verification, board certification review, peer references, primary source verification of education and training. | Access to highly qualified and experienced medical professionals; confidence in specialized care. |
| Hospitals & Clinics | Facility accreditation (local and international where applicable), adherence to safety protocols, quality of infrastructure and equipment, patient feedback analysis. | Safe and well-equipped healthcare facilities; assurance of standardized care and operational excellence. |
| Nurses & Allied Health Professionals | Professional registration and licensure, verification of education and training, background checks, confirmation of continuous professional development. | Skilled and compassionate nursing and support staff; reliable assistance throughout the healthcare journey. |
| Diagnostic Laboratories | Accreditation by relevant regulatory bodies, quality control measures, proficiency testing participation, adherence to established diagnostic standards. | Accurate and reliable diagnostic results; informed treatment decisions. |
Why Franance Health Credentials Represent the Best Choice:
- Rigorous Vetting and Verification: Franance Health employs a comprehensive credentialing process that goes beyond basic qualifications, ensuring all providers possess the necessary expertise and experience.
- Commitment to Quality Patient Care: Their network consists of healthcare professionals and facilities dedicated to delivering exceptional patient experiences and outcomes.
- Adherence to Ethical Standards: Franance Health ensures all affiliated providers operate with the highest ethical principles and professional conduct.
- Access to a Trusted Network: By choosing Franance Health, patients gain access to a pre-vetted and reliable network of healthcare services.
- Focus on Patient Safety and Well-being: The credentialing process prioritizes patient safety, ensuring that all services are delivered in a secure and effective manner.
- Continuous Monitoring and Evaluation: Franance Health maintains an ongoing process of monitoring and evaluating its 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 establishing and implementing a Dose Management Program. It details the technical deliverables and standard specifications required to ensure safe, effective, and optimized radiation dose for patients undergoing medical imaging procedures. The program aims to minimize radiation exposure while maintaining diagnostic image quality and patient safety through a systematic approach to dose monitoring, evaluation, and improvement.
| Deliverable Name | Description | Standard Specification / Acceptance Criteria | Responsible Party | Timeline |
|---|---|---|---|---|
| Dose Management System (DMS) Implementation | Installation and configuration of a software system to collect, store, analyze, and report radiation dose data from imaging equipment. | System must be capable of automated data capture, user-friendly interface, robust reporting features, and integration with Picture Archiving and Communication System (PACS) and/or Electronic Health Record (EHR). | IT Department, Vendor, Project Manager | Month 1-3 |
| Establishment of Baseline Dose Metrics | Collection and analysis of historical dose data to establish baseline values for key imaging procedures (e.g., CT abdomen/pelvis, X-ray chest). | Minimum of 3 months of historical data for at least 10 common procedures. Baseline metrics defined and documented with acceptable variance limits. | Radiology Department, Medical Physicist | Month 2-4 |
| Development of Diagnostic Reference Levels (DRLs) | Definition of DRLs for selected imaging procedures based on local audit data or national/international guidelines. | DRLs established and documented for at least 10 key procedures. Process for periodic review and update of DRLs defined. | Medical Physicist, Radiology Department | Month 3-5 |
| Dose Monitoring and Reporting Framework | Development of a standardized process for ongoing dose monitoring, including frequency of data collection and reporting intervals. | Automated weekly/monthly dose reports generated by the DMS. Reports include key metrics, trends, and comparison to DRLs. Alerts for doses exceeding action levels. | DMS Vendor, IT Department, Radiology Department | Month 4 onwards (Ongoing) |
| Dose Audit and Performance Review Protocol | Establishment of a protocol for conducting regular dose audits and performance reviews of imaging protocols and equipment. | Annual dose audits for at least 50% of imaging procedures. Quarterly performance review meetings with relevant stakeholders to discuss dose trends and improvement opportunities. | Medical Physicist, Quality Manager, Radiology Management | Month 6 onwards (Ongoing) |
| Dose Reduction Strategy Implementation Plan | Identification and prioritization of dose reduction opportunities based on audit findings and data analysis. | Documented plan for implementing at least 3 evidence-based dose reduction strategies (e.g., protocol optimization, new technologies). Measurable impact on dose reduction defined. | Radiology Department, Medical Physicist, Radiologists | Month 7-9 |
| Training and Education Program | Development and delivery of training modules for radiologists, radiographers, and technologists on dose management principles and practical techniques. | Comprehensive training materials developed. At least 80% of relevant staff trained. Training records maintained. Post-training competency assessment. | Medical Physicist, Education Department, Department Managers | Month 8-10 |
| Policy and Procedure Documentation | Creation of official policies and procedures governing the Dose Management Program. | Formal documentation including program scope, roles and responsibilities, data management, reporting, and continuous improvement processes. Approved by relevant institutional committees. | Quality Manager, Medical Physicist, Department Heads | Month 10-11 |
| Program Evaluation and Continuous Improvement | Development of a framework for ongoing evaluation of the Dose Management Program's effectiveness and identification of future improvement areas. | Annual program effectiveness report. Defined process for incorporating feedback and implementing new dose optimization initiatives. Benchmarking against national/international data. | Quality Manager, Medical Physicist, Senior Leadership | Month 12 onwards (Ongoing) |
Key Objectives of the Dose Management Program
- Establish baseline radiation dose levels for common imaging procedures.
- Implement a system for continuous radiation dose monitoring and data collection.
- Develop and apply diagnostic reference levels (DRLs) and action levels.
- Conduct regular dose audits and performance reviews.
- Identify and implement dose reduction strategies.
- Provide training and education to medical imaging personnel on dose optimization techniques.
- Ensure compliance with regulatory requirements and best practice guidelines.
- Integrate dose management into the overall quality improvement framework of the healthcare institution.
Service Level Agreement For Dose Management Program
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Dose Management Program (DMP). It establishes clear expectations for the availability and performance of the DMP, ensuring reliable and timely support for all users and stakeholders.
| Service Component | Uptime Guarantee | Response Time (Critical Incidents) | Response Time (High Priority Incidents) | Response Time (Medium Priority Incidents) | Response Time (Low Priority Incidents/Requests) |
|---|---|---|---|---|---|
| Dose Management Program Platform (Web Interface, API) | 99.9% (measured monthly) | Within 15 minutes (acknowledgement) | Within 1 hour (acknowledgement) | Within 4 business hours (acknowledgement) | Within 1 business day (acknowledgement) |
| Data Ingestion and Processing | 99.8% (measured monthly) | Within 30 minutes (resolution target) | Within 2 hours (resolution target) | Within 8 business hours (resolution target) | Within 3 business days (resolution target) |
| Reporting and Analytics Module | 99.7% (measured monthly) | Within 1 hour (acknowledgement) | Within 3 hours (resolution target) | Within 1 business day (resolution target) | Within 5 business days (resolution target) |
| User Support Hotline/Email | N/A (service hours defined separately) | Within 30 minutes during business hours (acknowledgement) | Within 2 business hours during business hours (acknowledgement) | Within 1 business day during business hours (acknowledgement) | Within 2 business days during business hours (acknowledgement) |
Key Service Commitments
- The DMP is committed to providing a high level of service availability and responsiveness to ensure uninterrupted operation and user access.
- This SLA defines specific metrics and targets for response times to incidents and requests, as well as the guaranteed uptime of the DMP.
- Adherence to these commitments is crucial for maintaining the effectiveness and efficiency of the Dose Management Program.
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