PACS/RIS Migration & Integration in Ghana
Engineering Excellence & Technical Support
Data migration, interoperability and workflow integration for imaging IT. High-standard technical execution following OEM protocols and local regulatory frameworks.
Scalable Cloud-Native PACS/RIS Deployment
Successfully deployed a cloud-native PACS/RIS solution across multiple healthcare facilities in Ghana, leveraging robust infrastructure for seamless scalability and future expansion, ensuring high availability and disaster recovery capabilities tailored to the Ghanaian context.
Interoperable Data Exchange & Standardization
Implemented standardized HL7 and DICOM interfaces for seamless data exchange between diverse medical imaging modalities and the new RIS/PACS, enabling efficient data retrieval, report generation, and inter-facility collaboration, overcoming legacy system limitations.
Secure Data Migration & Access Control
Orchestrated the secure and phased migration of historical patient imaging data to the new PACS, implementing granular access control policies and audit trails to ensure data integrity, patient privacy compliance, and regulatory adherence within Ghana's healthcare framework.
What Is Pacs/ris Migration & Integration In Ghana?
PACS/RIS migration and integration refers to the strategic process of transitioning from an existing Picture Archiving and Communication System (PACS) and Radiology Information System (RIS) to a new, potentially more advanced, or consolidated solution. This process often involves data migration, system configuration, workflow redesign, and interoperability establishment with other healthcare IT systems. The goal is to enhance imaging workflow efficiency, improve data accessibility and integrity, and facilitate seamless information exchange across healthcare facilities. Integration specifically focuses on ensuring the new PACS/RIS can communicate and share data with other critical systems, such as Electronic Health Records (EHRs), hospital information systems (HIS), and laboratory information systems (LIS).
This service is indispensable for healthcare organizations in Ghana that operate radiology departments and require robust management of medical imaging studies and related patient data. The necessity arises from the need to modernize aging infrastructure, comply with evolving healthcare regulations, improve diagnostic turnaround times, reduce operational costs, and enhance patient care by providing a unified view of patient information. As Ghana's healthcare sector continues to develop and adopt digital technologies, the demand for efficient and integrated PACS/RIS solutions is escalating.
| Need For | Description |
|---|---|
| Aging Infrastructure Replacement | Healthcare facilities with outdated or end-of-life PACS/RIS often experience performance issues, security vulnerabilities, and lack of vendor support. Migration to a modern solution addresses these shortcomings. |
| Consolidation of Multiple Systems | Organizations with distributed imaging centers or multiple legacy systems can benefit from consolidating into a single, unified PACS/RIS for improved management, cost savings, and standardized workflows. |
| Enhancing Diagnostic Efficiency | Faster image retrieval, advanced viewing tools, and seamless integration with RIS and EHRs accelerate the diagnostic process, leading to quicker report turnaround times and improved patient outcomes. |
| Improving Data Accessibility & Sharing | Centralized image and data repositories, coupled with secure remote access capabilities, facilitate efficient sharing of imaging studies among referring physicians and specialists, both internally and externally. |
| Meeting Regulatory Compliance | Newer PACS/RIS solutions often incorporate features to comply with evolving data privacy (e.g., GDPR principles where applicable) and medical imaging standards, ensuring data security and auditability. |
| Enabling Tele-Radiology Services | Robust integration and secure remote access capabilities are foundational for implementing and scaling tele-radiology services, allowing for expert interpretation from remote locations. |
| Scalability and Future-Proofing | Adopting a scalable PACS/RIS allows healthcare providers to accommodate growing patient volumes, new imaging modalities, and future technological advancements without significant infrastructure overhauls. |
Key Components of PACS/RIS Migration & Integration:
- Data Migration: Extracting, transforming, and loading existing imaging studies (DICOM objects) and associated RIS data from legacy systems into the new PACS/RIS. This includes ensuring data integrity, de-duplication, and adherence to established data standards.
- System Configuration & Customization: Tailoring the new PACS/RIS to meet specific organizational workflows, user roles, and operational requirements. This may involve configuring study routing rules, user permissions, reporting templates, and image manipulation tools.
- Interoperability & Integration: Establishing seamless data exchange between the new PACS/RIS and other healthcare IT systems (EHR, HIS, LIS, billing systems) using standard protocols like HL7 and DICOM. This ensures a holistic patient record.
- Workflow Optimization: Redesigning and implementing new workflows for image acquisition, storage, retrieval, interpretation, reporting, and distribution to maximize efficiency and minimize errors.
- User Training & Support: Providing comprehensive training to radiologists, technologists, administrators, and other end-users on the functionalities and operational procedures of the new system, along with ongoing technical support.
- Testing & Validation: Conducting rigorous testing of the migrated data and integrated systems to ensure accuracy, functionality, performance, and compliance with security and privacy regulations.
- Go-Live & Post-Implementation Support: Managing the transition to the new system, including cutover strategies, and providing post-implementation support to address any issues and optimize system performance.
Who Needs Pacs/ris Migration & Integration In Ghana?
The transition to modern, integrated Picture Archiving and Communication Systems (PACS) and Radiology Information Systems (RIS) is a critical step for healthcare providers in Ghana looking to enhance efficiency, improve patient care, and leverage advanced diagnostic capabilities. This migration and integration are not just about technology upgrades; they represent a strategic investment in the future of healthcare delivery, enabling better data management, streamlined workflows, and enhanced collaboration among medical professionals. Organizations facing challenges with outdated systems, paper-based processes, or siloed data are prime candidates for PACS/RIS migration and integration.
| Department | Key Needs & Benefits of PACS/RIS Migration & Integration |
|---|---|
| Radiology Department | Digital image storage, retrieval, and viewing; reduced film costs; improved radiologist productivity; enhanced reporting capabilities; efficient workflow management; easier access to prior studies. |
| Pathology Department | Integration with imaging for correlation of findings; improved collaborative diagnostics. |
| Oncology Department | Tracking tumor progression and treatment response through image analysis; easier consultation with radiologists; integration with Electronic Medical Records (EMR). |
| Cardiology Department | Advanced visualization of cardiac imaging (echocardiography, CT angiography); correlation with ECG and other cardiac data; streamlined reporting for cardiac procedures. |
| Neurology Department | Detailed analysis of MRI and CT scans of the brain and spine; correlation with clinical neurological findings; support for stroke protocols. |
| Emergency Department | Rapid access to critical imaging for prompt diagnosis and treatment decisions; improved patient throughput. |
| Surgery Department | Pre-operative planning using 3D imaging; intra-operative guidance; improved understanding of patient anatomy. |
| Medical Records Department | Reduced reliance on physical film storage; improved organization and accessibility of patient imaging history; compliance with data retention policies. |
| IT Department | Centralized management of imaging data; improved data security; streamlined IT infrastructure; potential for integration with existing hospital IT systems. |
| Administration/Management | Improved operational efficiency; cost savings (film, storage); enhanced data analytics for resource allocation and quality improvement; better patient satisfaction. |
| Referral Physicians | Quick and easy access to diagnostic reports and images from referring facilities; improved communication and collaboration. |
Target Customers & Departments for PACS/RIS Migration & Integration in Ghana:
- Tertiary Hospitals: These are large, often government-funded or private, multi-specialty hospitals serving as referral centers. They typically handle a high volume of complex cases and have the most to gain from advanced imaging management.
- Regional Hospitals: Serving as the primary healthcare providers for a specific region, these hospitals often see a significant number of patients and benefit from improved diagnostic turnaround times and inter-departmental communication.
- Specialty Clinics (e.g., Cardiology, Oncology, Neurology): Clinics focusing on specific medical fields generate and require specialized imaging data. Integrated PACS/RIS allows for easier access to patient history, relevant imaging studies, and facilitates consultations with sub-specialists.
- Diagnostic Imaging Centers: Standalone centers that provide imaging services to multiple healthcare facilities. Integration ensures seamless data transfer and reporting to referring physicians.
- University Teaching Hospitals: These institutions require robust systems for both clinical care and medical education, enabling trainees to access and learn from a comprehensive archive of medical images.
- Government Health Ministry & Regional Health Directorates: While not direct users of the clinical systems, these entities benefit from aggregated data for public health monitoring, resource allocation, and policy development. They may also oversee the implementation and standardization of PACS/RIS across public facilities.
- Private Healthcare Groups: Expanding private healthcare networks in Ghana can achieve greater operational efficiency and standardization by integrating PACS/RIS across their multiple facilities.
- Non-Governmental Organizations (NGOs) with Healthcare Focus: NGOs involved in providing healthcare services, especially in remote or underserved areas, can leverage PACS/RIS for improved diagnostics and remote consultations.
Pacs/ris Migration & Integration Process In Ghana
This document outlines the workflow for PACS/RIS (Picture Archiving and Communication System/Radiology Information System) migration and integration projects in Ghana. The process is designed to ensure a smooth transition for healthcare facilities, from initial interest to full operational deployment. It emphasizes thorough planning, stakeholder engagement, and adherence to local regulatory requirements. The workflow is divided into distinct phases, each with specific objectives and deliverables.
| Phase | Key Activities | Deliverables | Key Stakeholders Involved |
|---|---|---|---|
| Inquiry & Needs Assessment | Initial contact from healthcare facility. Site visit and assessment of existing infrastructure (hardware, network, current systems). Understanding specific requirements, imaging modalities, user needs, and budget. Gap analysis between current state and desired PACS/RIS capabilities. | Needs Assessment Report. Preliminary scope of work. Initial proposal outline. | Healthcare Facility Management, IT Department, Radiology Department, Vendor Representatives |
| Planning & Design | Detailed system architecture design. Network infrastructure assessment and planning. Data migration strategy development. Integration plan with existing HIS/EMR systems. Customization requirements identification. Security and compliance planning (Ghana Health Service regulations). Project timeline and resource allocation. | Detailed System Design Document. Project Plan. Data Migration Plan. Integration Plan. Training Plan. Security & Compliance Plan. | IT Specialists, PACS/RIS Vendor, Radiology Informatics Staff, Healthcare Facility IT, Project Manager |
| Procurement & Setup | Vendor selection and contract negotiation. Procurement of hardware (servers, workstations, storage). Procurement of PACS/RIS software licenses. Network upgrades and configuration. Installation of server infrastructure. Initial software installation and configuration. | Signed Vendor Contract. Procured Hardware and Software. Configured Network Infrastructure. Installed Server Environment. | Procurement Department, IT Department, Vendor, Legal Department |
| Data Migration & Integration | Data extraction from legacy systems. Data cleansing and transformation. Data import into new PACS/RIS. Integration with existing HIS/EMR systems (HL7 interfaces). Configuration of DICOM routing and archiving rules. Establishing user accounts and permissions. | Migrated Image Data. Integrated HIS/EMR. Configured User Access. Functional DICOM Workflow. | Data Migration Specialists, IT Department, Vendor, Radiology Staff, HIS/EMR Vendor |
| Testing & Training | Unit testing of all system components. Integration testing with other systems. User Acceptance Testing (UAT) with radiology and IT staff. Comprehensive training for radiologists, technicians, and administrators. Development of user manuals and support documentation. | Test Scripts and Results. UAT Sign-off. Trained Users. User Manuals. | Testing Team, Radiology Staff, IT Department, Vendor Training Specialists |
| Deployment & Go-Live | Final system checks. Phased or full go-live deployment. On-site support during initial operational period. Monitoring system performance. Troubleshooting and issue resolution. | Live PACS/RIS System. Operational Workflow. Go-Live Support Plan. | Project Team, Vendor Support, Radiology Staff, IT Department |
| Post-Implementation Support & Optimization | Ongoing technical support and maintenance. Performance monitoring and tuning. System upgrades and updates. User feedback collection. Identifying opportunities for workflow optimization and enhancements. Regular system audits for compliance. | Service Level Agreements (SLAs). Performance Reports. System Update Notifications. User Feedback Summaries. | Vendor Support Team, IT Department, Radiology Management, Clinical Users |
Key Phases of PACS/RIS Migration & Integration in Ghana
- Inquiry & Needs Assessment
- Planning & Design
- Procurement & Setup
- Data Migration & Integration
- Testing & Training
- Deployment & Go-Live
- Post-Implementation Support & Optimization
Pacs/ris Migration & Integration Cost In Ghana
Migrating and integrating Picture Archiving and Communication Systems (PACS) and Radiology Information Systems (RIS) in Ghana involves a complex interplay of technical, logistical, and vendor-specific factors. The cost can vary significantly based on the scope of the project, the chosen vendor, the existing infrastructure, and the specific needs of the healthcare facility. Understanding these pricing factors is crucial for accurate budgeting and successful implementation.
| Cost Component | Typical Range (GHS - Ghanaian Cedi) | Notes |
|---|---|---|
| Small Clinic/Department (<10,000 studies/year) | GHS 50,000 - GHS 150,000 | Basic PACS/RIS, limited integrations, fewer modalities. Focus on essential functionalities. |
| Medium Hospital (10,000 - 50,000 studies/year) | GHS 150,000 - GHS 500,000 | More comprehensive PACS/RIS, integration with HIS, multiple modalities, moderate data migration. |
| Large Hospital/Network (>50,000 studies/year) | GHS 500,000 - GHS 1,500,000+ | Enterprise-level PACS/RIS, complex integrations, advanced visualization, AI modules, significant data migration, extensive training, and support. |
| Software Licensing (Annual/Perpetual) | GHS 10,000 - GHS 100,000+ (depending on scale and modules) | Can be a significant upfront cost or an ongoing operational expense. |
| Hardware (Servers, Workstations, Network) | GHS 20,000 - GHS 200,000+ | Highly dependent on existing infrastructure and required capacity. |
| Implementation & Customization Services | GHS 30,000 - GHS 300,000+ | Charged by vendor for their expertise and time. |
| Data Migration | GHS 5,000 - GHS 100,000+ | Depends on the volume and complexity of historical data. |
| Training | GHS 5,000 - GHS 50,000+ | Covers all user groups. |
| Annual Support & Maintenance | 10-20% of initial software/hardware cost | Crucial for system uptime and updates. |
Key Pricing Factors for PACS/RIS Migration & Integration in Ghana
- Scope of the Project: This is the most significant driver. It includes the number of departments, modalities (X-ray, CT, MRI, Ultrasound, etc.) to be integrated, the volume of historical data to be migrated, and the complexity of workflow customization.
- Software Licensing: This includes perpetual licenses, subscription-based models (SaaS), and modules for specific functionalities (e.g., advanced visualization, AI-powered diagnostics). The number of users (radiologists, technicians, referring physicians) also impacts licensing costs.
- Hardware Costs: This covers servers (for PACS storage, RIS database, archiving), workstations (for radiologists, administrators), network infrastructure upgrades (switches, routers, cabling), and potentially new modality interfaces or DICOM gateways.
- Implementation & Customization Services: This involves the vendor's team for installation, configuration, workflow analysis, customization of reports and templates, and integration with existing hospital information systems (HIS) or electronic health records (EHR).
- Data Migration: The complexity and volume of historical patient images and reports to be transferred from legacy systems to the new PACS. This can be time-consuming and require specialized tools and expertise.
- Training: Comprehensive training for radiologists, radiographers, IT staff, and administrative personnel on using the new PACS/RIS effectively.
- Support & Maintenance: Ongoing technical support, software updates, bug fixes, and hardware maintenance contracts, typically billed annually.
- Infrastructure Readiness: The existing IT infrastructure of the healthcare facility. If upgrades are needed (e.g., better internet connectivity, more robust internal networks), these will add to the cost.
- Vendor Reputation & Service Level Agreements (SLAs): Established vendors with a strong track record and comprehensive SLAs may command higher prices due to their reliability and guaranteed support.
- Geographical Location & Accessibility: While less impactful than other factors, some remote locations might incur slightly higher logistical costs for vendor personnel.
- Regulatory Compliance: Ensuring the system meets local healthcare regulations and data privacy standards (though Ghana's specific PACS/RIS regulations are still evolving, compliance with general data protection principles is important).
Affordable Pacs/ris Migration & Integration Options
Migrating and integrating a Picture Archiving and Communication System (PACS) and Radiology Information System (RIS) can be a significant undertaking, but it doesn't have to break the bank. Affordable options exist through smart planning, strategic vendor selection, and understanding the value of bundled solutions. This guide explores cost-saving strategies and the benefits of value bundles in PACS/RIS migration and integration.
| Value Bundle Component | Description | Cost-Saving Benefit | Typical Features |
|---|---|---|---|
| PACS/RIS Integrated Suite | A single vendor provides a unified solution encompassing both PACS and RIS functionalities. | Reduces integration costs and complexity, potential for bundled pricing discounts, streamlined support. | Integrated workflow, single user interface, unified reporting, consolidated billing. |
| Cloud-Native PACS/RIS | The entire system is hosted and managed by a cloud provider. | Eliminates significant upfront hardware investment, predictable subscription costs, scalability, reduced IT maintenance burden. | Remote access, automatic updates, disaster recovery, pay-as-you-go pricing models. |
| Modular PACS/RIS with Integration Services | Purchasing individual PACS and RIS modules, with the vendor providing integration services. | Allows for customization and selection of best-of-breed components, potential for phased investment, controlled integration costs with clear scope. | Separate PACS and RIS systems that can communicate via HL7 and DICOM standards, vendor-provided integration expertise. |
| PACS/RIS with Data Archiving & Analytics Bundle | Includes PACS/RIS functionalities along with advanced data archiving and analytical tools. | Optimizes long-term storage costs, provides valuable insights for operational efficiency and clinical decision-making, reduces the need for separate analytics platforms. | Long-term image storage solutions, de-identification for research, performance dashboards, trend analysis. |
| PACS/RIS with Vendor-Managed Services | The vendor takes responsibility for managing and maintaining the PACS/RIS infrastructure and software. | Reduces internal IT staffing requirements and associated costs, ensures up-to-date systems and security, predictable operational expenses. | System monitoring, patch management, user support, performance optimization, security updates. |
Key Cost-Saving Strategies for PACS/RIS Migration & Integration
- Phased Implementation: Instead of a complete overhaul, consider migrating or integrating modules in stages. This allows for better budget management and minimizes disruption.
- Cloud-Based Solutions: Cloud PACS/RIS often offer lower upfront costs and predictable subscription fees, eliminating the need for extensive on-premises hardware.
- Open-Source or Hybrid Models: Explore open-source PACS/RIS components for specific functionalities, or consider hybrid solutions that combine proprietary and open-source elements.
- Vendor Negotiation & Bundle Discounts: Leverage competitive bidding and negotiate for bundled discounts when purchasing both PACS and RIS from the same vendor.
- Leverage Existing Infrastructure: Assess if your current IT infrastructure can be adapted for the new system, reducing hardware upgrade costs.
- Data Archiving Strategy: Implement an effective data archiving strategy to manage storage costs for older images and data.
- Training & User Adoption: Invest in comprehensive user training to ensure efficient system utilization and reduce support overhead.
- Standardization: Adhering to industry standards (e.g., DICOM, HL7) simplifies integration and reduces custom development costs.
- Managed Services: Consider outsourcing certain aspects of IT management for the PACS/RIS, which can be more cost-effective than in-house management.
Verified Providers In Ghana
Finding reliable healthcare providers in Ghana is crucial for ensuring quality medical care. Verified providers offer a significant advantage due to their adherence to stringent standards and commitment to patient well-being. Franance Health stands out in this regard, meticulously credentialing its network of healthcare professionals and facilities. This rigorous vetting process ensures that all providers affiliated with Franance Health meet high standards of medical expertise, ethical practice, and operational efficiency. Choosing Franance Health means opting for transparency, accountability, and access to healthcare services you can trust.
| Credential Category | Verification Process | Benefits for Patients |
|---|---|---|
| Medical Licenses & Certifications | Verification with relevant Ghanaian medical boards and licensing authorities. | Ensures providers possess the necessary qualifications and are legally permitted to practice. |
| Professional Experience | Review of academic records, work history, and peer references. | Confirms the practical experience and expertise of healthcare professionals. |
| Facility Standards | Inspection of clinics and hospitals for infrastructure, equipment, hygiene, and safety protocols. | Guarantees a safe and well-equipped environment for medical procedures. |
| Patient Feedback & Reviews | Collection and analysis of patient satisfaction data and testimonials. | Provides insights into the quality of care and patient experience. |
| Adherence to Ethical Guidelines | Assessment of commitment to patient confidentiality, informed consent, and professional ethics. | Promotes a patient-centered approach and trustworthy healthcare interactions. |
Why Franance Health Credentials Matter:
- Rigorous Vetting: Franance Health employs a comprehensive screening process for all its affiliated providers.
- Quality Assurance: Continuous monitoring ensures that providers maintain high standards of care and patient satisfaction.
- Access to Expertise: Credentials verify the qualifications and specializations of doctors and healthcare professionals.
- Trust and Reliability: A verified network minimizes the risk of encountering substandard or fraudulent healthcare services.
- Patient Safety: Credentials often include checks on licenses, certifications, and adherence to safety protocols.
- Ethical Practices: Franance Health emphasizes ethical conduct and patient rights in its credentialing criteria.
Scope Of Work For Pacs/ris Migration & Integration
This document outlines the Scope of Work (SOW) for the Picture Archiving and Communication System (PACS) and Radiology Information System (RIS) migration and integration project. It details the objectives, responsibilities, technical deliverables, and standard specifications required for a successful implementation. The project aims to replace the existing PACS/RIS with a new, integrated solution that improves workflow efficiency, data accessibility, and reporting capabilities across the organization. Key phases include planning, data migration, system configuration, integration with existing IT infrastructure (e.g., EMR/EHR, billing systems), testing, training, and go-live support. The new system will adhere to industry-standard protocols and security measures.
| Technical Deliverable | Description | Standard Specifications/Protocols |
|---|---|---|
| New PACS/RIS Software Installation and Configuration | Deployment of the chosen PACS/RIS software on designated servers and workstations. Configuration of user roles, permissions, workflows, and reporting templates. | Vendor-specific installation guides, industry best practices for server hardening, secure network configuration. |
| Data Migration Tools and Scripts | Development and execution of tools and scripts to extract, transform, and load (ETL) patient imaging studies (DICOM), reports, and associated metadata from the legacy PACS/RIS to the new system. | DICOM standards (e.g., DICOM 3.0), HL7 standards for data exchange, robust error handling and validation mechanisms. |
| Integration Interfaces | Development and testing of interfaces to connect the new PACS/RIS with other hospital systems (e.g., EHR/EMR for patient demographics, scheduling, billing systems for reporting). | HL7 v2.x and v3, FHIR (Fast Healthcare Interoperability Resources), DICOM SR (Structured Reporting), custom APIs where necessary. |
| System Validation and Testing Reports | Comprehensive documentation of all testing phases, including unit testing, integration testing, performance testing, and User Acceptance Testing (UAT). | Test plans, test cases, execution logs, defect tracking reports, sign-off documentation. |
| User Training Materials and Sessions | Development of comprehensive user manuals, quick reference guides, and delivery of hands-on training sessions for radiologists, technologists, administrators, and IT staff. | Role-based training modules, competency assessments, feedback mechanisms. |
| Go-Live Support Plan | Detailed plan outlining the steps for transitioning to the new system, including on-site and remote support resources, escalation procedures, and rollback strategy. | Contingency planning, communication protocols, on-call support schedule. |
| Security Configuration and Auditing | Implementation of robust security measures to protect patient data, including access controls, audit trails, data encryption, and compliance with HIPAA/GDPR regulations. | HIPAA Security Rule, GDPR Article 32, NIST Cybersecurity Framework, secure authentication protocols (e.g., LDAP, Active Directory integration). |
| Disaster Recovery and Business Continuity Plan | Development and testing of procedures to ensure data availability and system operability in the event of a disaster or system failure. | RPO/RTO objectives, backup and restore procedures, off-site data storage protocols. |
| System Performance Benchmarking | Establishment of baseline performance metrics and ongoing monitoring to ensure optimal system responsiveness and throughput. | DICOM image retrieval times, report generation speed, concurrent user load capacity. |
Project Phases and Key Activities
- Phase 1: Planning and Discovery
- Phase 2: System Design and Configuration
- Phase 3: Data Migration Strategy and Execution
- Phase 4: Integration with Existing Systems
- Phase 5: Testing (Unit, Integration, User Acceptance)
- Phase 6: Training and Documentation
- Phase 7: Go-Live and Post-Implementation Support
Service Level Agreement For Pacs/ris Migration & Integration
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the PACS (Picture Archiving and Communication System) / RIS (Radiology Information System) Migration and Integration project. It defines the expected performance standards and remedies for service deviations. This SLA applies to all critical and high-priority incidents impacting the functionality and accessibility of the PACS/RIS during and after the migration and integration phases.
| Incident Priority | Response Time Target | Resolution Time Target (Critical/High Priority) | Uptime Guarantee (Post-Migration) |
|---|---|---|---|
| Critical | 30 minutes | 4 hours | 99.9% (excluding scheduled maintenance) |
| High Priority | 1 hour | 8 business hours | 99.9% (excluding scheduled maintenance) |
| Medium Priority | 4 business hours | 2 business days | N/A (focus on resolution of reported issues) |
| Low Priority | 1 business day | 5 business days | N/A (focus on resolution of reported issues) |
Definitions
- Critical Incident: An event that renders the PACS/RIS completely inoperable, preventing all users from accessing or utilizing core functionalities, leading to a complete halt in radiology operations.
- High Priority Incident: An event that significantly degrades the performance or functionality of the PACS/RIS, impacting a substantial number of users or a critical workflow, but not causing a complete outage.
- Medium Priority Incident: An event that causes minor disruptions to PACS/RIS functionality or performance, affecting a limited number of users or non-critical workflows.
- Low Priority Incident: A cosmetic issue, a minor bug, or a feature request that does not impact core functionality or user access.
- Uptime: The percentage of time the PACS/RIS system is operational and accessible to authorized users, excluding scheduled maintenance.
- Response Time: The time taken by the service provider to acknowledge an incident and commence work towards resolution.
- Resolution Time: The time taken to restore the affected PACS/RIS functionality to an acceptable level.
- Scheduled Maintenance: Pre-planned periods for system upgrades, patches, or routine maintenance, communicated to the client in advance.
Frequently Asked Questions
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