Verified Service Provider in Kenya
Hospital IT Integration Services in Kenya
Engineering Excellence & Technical Support
EHR, PACS, RIS and equipment integration High-standard technical execution following OEM protocols and local regulatory frameworks.
Seamless EHR Interoperability
We architect and implement robust Electronic Health Record (EHR) integration solutions, ensuring secure and compliant data exchange between diverse hospital systems and national health registries across Kenya, driving efficiency and improving patient care coordination.
Robust Cybersecurity & Compliance
Our IT integration services prioritize data security and regulatory compliance (including data protection laws like Kenya's Data Protection Act), implementing advanced cybersecurity measures to safeguard sensitive patient information and maintain the integrity of hospital networks.
Scalable Cloud-Based Solutions
Leveraging the power of cloud computing, we design and deploy scalable, cost-effective IT integration solutions for Kenyan hospitals, facilitating remote access to patient data, enabling advanced analytics, and ensuring business continuity for critical healthcare operations.
What Is Hospital It Integration Services In Kenya?
Hospital IT Integration Services in Kenya refer to the specialized provision of expertise and solutions aimed at connecting disparate healthcare information systems within a Kenyan healthcare facility. This encompasses the interoperability of various software applications, hardware components, and data repositories used in the operational, clinical, and administrative functions of a hospital. The overarching objective is to facilitate seamless data exchange, enhance workflow efficiency, improve patient care outcomes, and ensure compliance with national health informatics standards and regulations.
| Who Needs Hospital IT Integration Services in Kenya? | Typical Use Cases |
|---|---|
| Public Hospitals (National & County Level): Seeking to standardize data, improve resource allocation, and enable nationwide health data analytics for policy formulation. | Establishing a national EHR repository for disease surveillance and public health initiatives. Integrating various county referral hospital systems for seamless patient transfer and referral management. |
| Private Hospitals & Hospital Groups: Aiming to enhance patient experience, optimize operational efficiency, and gain a competitive advantage through advanced technology. | Implementing a unified patient portal across multiple facilities within a hospital group. Integrating advanced diagnostic imaging systems with EHRs for faster report generation and improved diagnostic accuracy. |
| Faith-Based Hospitals & NGOs: Often dealing with resource constraints and diverse patient populations, requiring efficient and integrated systems to manage care effectively. | Connecting outreach clinics with central hospitals for shared patient records and specialist consultations. Integrating mobile health (mHealth) solutions for data collection in remote areas. |
| Specialty Clinics & Diagnostic Centers: Requiring seamless integration with referring hospitals and EHRs to ensure timely and accurate patient information exchange. | Integrating specialized laboratory diagnostic equipment with hospital EHRs for automated result reporting. Connecting outpatient clinics with inpatient services for continuity of care. |
| Health Technology Vendors & Software Providers: Needing to ensure their solutions can be effectively integrated into existing hospital IT infrastructures. | Developing interoperable modules for existing EHR systems. Providing cloud-based integration platforms for smaller healthcare facilities. |
Key Components of Hospital IT Integration Services in Kenya:
- Electronic Health Record (EHR) / Electronic Medical Record (EMR) Interoperability: Connecting different EHR/EMR systems, patient portals, and laboratory information systems (LIS) to ensure a unified patient record accessible across departments and potentially with external healthcare providers.
- Picture Archiving and Communication System (PACS) and Laboratory Information System (LIS) Integration: Enabling the smooth flow of medical imaging (radiology, pathology) and laboratory results to the EHR/EMR and clinical decision support systems.
- Health Management Information System (HMIS) and Enterprise Resource Planning (ERP) Integration: Linking clinical data with administrative and financial systems for comprehensive operational oversight, billing, inventory management, and reporting to regulatory bodies.
- Clinical Decision Support System (CDSS) Integration: Incorporating advanced analytics and AI-driven tools to assist clinicians in diagnosis, treatment planning, and risk stratification, drawing data from integrated systems.
- Telemedicine and Remote Patient Monitoring (RPM) Integration: Connecting virtual care platforms and IoT devices for remote patient consultations, data collection, and proactive health management.
- Pharmacy Information System (PIS) Integration: Synchronizing medication orders, dispensing, and inventory with patient records and billing systems.
- Appointment Scheduling and Patient Flow Management Integration: Streamlining patient registration, appointment booking, and tracking across various touchpoints within the hospital.
- Data Warehousing and Business Intelligence (BI) Integration: Consolidating data from multiple sources for robust analytics, performance monitoring, and strategic decision-making.
- Security and Compliance Integration: Implementing robust security protocols (e.g., HIPAA, GDPR equivalents in Kenya, data encryption) and ensuring adherence to the Health Act of Kenya and other relevant data privacy regulations.
- Middleware and API Development: Designing and implementing Application Programming Interfaces (APIs) and middleware solutions to facilitate communication between diverse systems that may not natively support standard protocols.
Who Needs Hospital It Integration Services In Kenya?
Hospital IT integration services are crucial for healthcare providers in Kenya seeking to enhance efficiency, improve patient care, and streamline operations. These services bridge the gaps between disparate IT systems, enabling seamless data flow and interoperability across the hospital environment. Target customers are organizations that rely on multiple IT systems for their day-to-day functioning and recognize the need for these systems to communicate effectively.
| Target Customer Segment | Specific Needs Addressed by IT Integration | Key Departments Benefiting |
|---|---|---|
| Public Hospitals | Connecting disparate legacy systems, enabling centralized patient records, improving resource allocation, facilitating data for public health reporting. | Admissions, Pharmacy, Laboratory, Radiology, Administration, Public Health Liaison. |
| Private Hospitals | Integrating Electronic Health Records (EHRs) with billing systems, enhancing patient experience through online portals, optimizing supply chain management, improving clinical decision support. | Patient Registration, Billing & Finance, Pharmacy, Laboratory, Radiology, IT Department, Clinical Departments (e.g., Cardiology, Oncology). |
| Specialty Clinics (e.g., Dental, Eye, Cardiac) | Ensuring seamless data transfer between specialized diagnostic equipment and patient records, integrating appointment scheduling with patient management systems, facilitating referrals. | Reception, Clinical Staff, Laboratory/Diagnostic Imaging (if applicable), Billing. |
| Diagnostic Centers (e.g., Labs, Imaging Centers) | Automating order processing from referring physicians, integrating results with EHRs, ensuring data accuracy and timely delivery, managing equipment inventory. | Reception, Laboratory Technicians, Radiologists, IT Department, Billing. |
| Medical Research Institutions | Facilitating secure data collection for research studies, anonymizing patient data for analysis, integrating research databases with clinical information systems. | Research Coordinators, Data Analysts, Clinical Staff involved in research, IT Department. |
| Healthcare Networks and Alliances | Enabling seamless patient data sharing across multiple facilities, standardizing IT protocols, improving coordinated care, optimizing network-wide resource management. | Network Administration, IT Departments of member institutions, Clinical Departments across the network. |
Who Needs Hospital IT Integration Services in Kenya?
- Hospitals (Public and Private)
- Specialty Clinics
- Diagnostic Centers
- Medical Research Institutions
- Healthcare Networks and Alliances
Hospital It Integration Services Process In Kenya
This document outlines the typical workflow for Hospital IT Integration Services in Kenya, from the initial inquiry to the successful execution of the project. The process is designed to ensure a structured and efficient approach to integrating various IT systems within a healthcare facility, enhancing operational efficiency, data accuracy, and patient care.
| Stage | Description | Key Activities | Deliverables | Typical Timeline (Kenya Context) |
|---|---|---|---|---|
| The process begins when a hospital expresses interest in IT integration services. | Hospital contacts service provider, initial consultations, understanding current IT landscape, identifying pain points and desired outcomes. | Needs assessment report, preliminary scope definition. | 1-2 Weeks |
| Based on the assessment, the service provider develops a tailored solution. | Developing a detailed proposal outlining scope, technology, timeline, costs, and expected benefits. Negotiating terms, service level agreements (SLAs), and contract signing. | Technical proposal, financial proposal, Service Level Agreement (SLA), signed contract. | 2-4 Weeks |
| A comprehensive plan is created for the integration project. | Forming project teams (client and vendor), defining project methodology (e.g., Agile, Waterfall), detailed system architecture design, data flow mapping, identifying integration points, risk assessment and mitigation planning. | Project plan, system architecture diagrams, data flow diagrams, risk management plan. | 3-6 Weeks |
| Necessary hardware, software, and network components are acquired and configured. | Sourcing and purchasing servers, workstations, network equipment, software licenses, cloud services. Setting up and configuring the IT infrastructure, ensuring security protocols are in place. | Procurement records, configured hardware and software, network infrastructure. | 4-8 Weeks (can be concurrent with other stages) |
| Existing systems are adapted or new ones developed to meet specific hospital needs. | Developing custom modules, configuring Electronic Health Records (EHR) systems, integrating Laboratory Information Systems (LIS), Pharmacy Information Systems (PIS), Picture Archiving and Communication Systems (PACS), etc. Data migration planning and execution. | Developed/configured software modules, data migration scripts, initial data sets. | 8-16 Weeks (highly variable based on complexity) |
| Ensuring all systems communicate and exchange data seamlessly. | Performing unit testing, system integration testing (SIT), user acceptance testing (UAT). Verifying data integrity, security, and accuracy across integrated systems. Addressing any bugs or issues identified. | Test cases, test results, bug reports, UAT sign-off. | 4-8 Weeks |
| Equipping hospital staff with the knowledge and skills to use the integrated systems effectively. | Developing training materials, conducting training sessions for different user groups (doctors, nurses, administrators), providing hands-on practice, establishing super-users. | Training manuals, trained staff, post-training evaluation. | 2-4 Weeks (can be iterative) |
| The integrated systems are deployed and made operational. | Final system checks, data migration finalization, phased or full system rollout, go-live support, immediate troubleshooting. | Live integrated systems, go-live support team. | 1-2 Weeks (can involve extended support period) |
| Ongoing support and maintenance to ensure optimal system performance. | Providing help desk support, system monitoring, regular software updates and patches, performance tuning, ongoing training for new staff, system upgrades, and future enhancements. | Support tickets resolved, system performance reports, maintenance logs, ongoing SLA adherence. | Ongoing (as per contract) |
Key Stages of Hospital IT Integration Services in Kenya
- Initial Inquiry & Needs Assessment
- Proposal Development & Contract Negotiation
- Project Planning & System Design
- Procurement & Infrastructure Setup
- System Development & Customization
- Integration & Interoperability Testing
- User Training & Capacity Building
- Deployment & Go-Live
- Post-Implementation Support & Maintenance
Hospital It Integration Services Cost In Kenya
Hospital IT integration services in Kenya involve the seamless connection and interoperability of various healthcare IT systems, such as Electronic Health Records (EHRs), Picture Archiving and Communication Systems (PACS), Laboratory Information Systems (LIS), and billing systems. The cost of these services is influenced by several factors, making a fixed price difficult to ascertain. Key pricing factors include the complexity of the integration, the number and types of systems to be integrated, the chosen integration method (e.g., direct API integration, middleware, HL7 interfaces), the vendor's expertise and reputation, the scope of customization required, ongoing support and maintenance needs, and the size and infrastructure of the hospital. Pricing ranges can vary significantly, but in Kenya, you can expect to see estimates starting from KES 500,000 for simpler integrations to KES 5,000,000+ for comprehensive, multi-system deployments and advanced functionalities. Smaller clinics or those integrating only a couple of systems might fall on the lower end, while larger hospitals with complex needs and multiple legacy systems will be at the higher end.
| Service Component/Scope | Estimated Price Range (KES) |
|---|---|
| Basic Integration (e.g., 2-3 systems, standard protocols) | 500,000 - 1,500,000 |
| Intermediate Integration (e.g., 4-6 systems, some customization, HL7) | 1,500,000 - 3,500,000 |
| Advanced/Comprehensive Integration (e.g., 6+ systems, complex workflows, APIs, data migration, extensive testing) | 3,500,000 - 5,000,000+ |
| Consultation and Needs Assessment | 50,000 - 200,000 |
| Custom Development/API Integration | Varies significantly based on complexity (e.g., 100,000 - 1,000,000+) |
| Data Migration Services | Varies significantly based on data volume and complexity (e.g., 100,000 - 750,000+) |
| Ongoing Support and Maintenance (Annual Contract) | 10-20% of initial project cost per year |
Key Pricing Factors for Hospital IT Integration Services in Kenya
- Complexity of Integration: The more intricate the data flow and the more systems involved, the higher the cost.
- Number and Type of Systems: Integrating numerous diverse systems (EHR, PACS, LIS, Billing, etc.) increases complexity and cost.
- Integration Method: Direct API integration can be more expensive upfront than using standard protocols like HL7, but may offer better long-term efficiency.
- Vendor Expertise and Reputation: Established vendors with a proven track record may charge more for their specialized knowledge and reliability.
- Customization Requirements: Extensive customization to meet unique hospital workflows adds to the development effort and cost.
- Scope of Work: Defining clear deliverables and the extent of the integration project is crucial for accurate costing.
- Data Migration: If existing patient data needs to be migrated to new integrated systems, this adds a significant cost component.
- Testing and Validation: Thorough testing to ensure data accuracy and system compatibility is essential and contributes to the overall cost.
- Ongoing Support and Maintenance: Post-integration support, updates, and troubleshooting services are usually billed separately.
- Hospital Size and Infrastructure: Larger hospitals with more users and complex network infrastructures may incur higher integration costs.
Affordable Hospital It Integration Services Options
Hospital IT integration is crucial for seamless data flow, improved patient care, and operational efficiency. However, the costs associated with these services can be prohibitive for many healthcare organizations. Fortunately, there are several affordable options available, often centered around value bundles and strategic cost-saving measures. Value bundles offer pre-defined packages of services designed to meet specific integration needs at a predictable price point. This approach eliminates the uncertainty of hourly billing and allows hospitals to budget more effectively. Cost-saving strategies focus on leveraging existing resources, adopting open-source solutions, and prioritizing integration projects with the highest ROI. By understanding these options, hospitals can achieve their integration goals without breaking the bank.
| Cost-Saving Strategy | Description | Potential Benefits |
|---|---|---|
| Value Bundles | Pre-packaged sets of integration services (e.g., EHR to LIS integration, patient portal connectivity) offered at a fixed price. | Predictable costs, streamlined procurement, faster deployment, reduced vendor management overhead. |
| Phased Integration Approach | Breaking down complex integration projects into smaller, sequential phases with distinct deliverables and budgets. | Lower initial investment, easier to manage scope and risk, allows for iterative improvements and feedback, better resource allocation. |
| Cloud-Based Integration Platforms (iPaaS) | Utilizing cloud-hosted platforms that provide tools and services for connecting various applications and data sources. | Scalability, reduced infrastructure costs, pay-as-you-go models, faster time-to-market, vendor handles maintenance and updates. |
| Standardized Integration Engines/Middleware | Implementing robust, industry-standard integration engines that support common healthcare data formats (e.g., HL7, FHIR). | Improved interoperability, reduced custom development, easier maintenance, broader vendor support, future-proofing. |
| Leveraging Open-Source Software | Using open-source integration tools, libraries, and platforms where feasible, reducing licensing fees. | Significant cost savings on software, flexibility, community support, avoidance of vendor lock-in (though requires internal expertise). |
| Managed Integration Services (Outsourcing) | Contracting with third-party providers to manage and maintain integration infrastructure and operations. | Access to specialized expertise, predictable operational costs, focus on core healthcare delivery, reduced burden on internal IT. |
| Prioritizing High-Impact Integrations | Conducting a thorough ROI analysis to identify and prioritize integration projects that offer the greatest financial or clinical benefits. | Maximized return on investment, efficient use of limited IT budgets, demonstrates value to stakeholders. |
| Internal Skill Augmentation | Investing in training and upskilling existing IT staff in integration technologies and methodologies. | Reduced reliance on external consultants for ongoing tasks, builds institutional knowledge, can be more cost-effective long-term. |
Affordable Hospital IT Integration Services Options
- Value Bundles: Pre-defined service packages for common integration needs.
- Phased Integration: Breaking down large integration projects into smaller, manageable phases.
- Cloud-Based Solutions: Utilizing scalable and often more cost-effective cloud platforms.
- Standardized Integration Engines: Employing industry-standard middleware for interoperability.
- Open-Source Integration Tools: Leveraging free or low-cost open-source software.
- Outsourced Managed Services: Partnering with specialized vendors for ongoing integration support.
- Focus on High-ROI Integrations: Prioritizing projects that deliver the most significant benefits.
- Internal Skill Development: Investing in training existing IT staff for integration tasks.
- Vendor Negotiation: Proactively negotiating pricing and contract terms with service providers.
- Reusable Integration Components: Developing modular components that can be reused across projects.
Verified Providers In Kenya
In Kenya's evolving healthcare landscape, identifying trusted and competent medical providers is paramount. Franance Health stands out as a beacon of reliability, consistently demonstrating a commitment to high-quality patient care and ethical medical practices. Their rigorous credentialing process ensures that all their affiliated healthcare professionals meet stringent standards, offering Kenyans peace of mind when seeking medical assistance. This dedication to verification is not just a formality; it's a fundamental pillar of their mission to provide accessible, trustworthy healthcare.
| Credential Type | Verification Process | Significance for Patients |
|---|---|---|
| Medical Licensure (KMPDC) | Verification of current and valid practicing license issued by the Kenya Medical Practitioners and Dentists Council. | Ensures the provider is legally permitted to practice medicine in Kenya. |
| Specialist Board Certifications | Confirmation of recognized specialist qualifications and board certifications in their respective fields. | Guarantees that the provider possesses advanced knowledge and skills in their area of expertise. |
| Continuous Professional Development (CPD) | Evidence of participation in accredited CPD programs to stay updated with the latest medical advancements and practices. | Indicates a commitment to lifelong learning and providing up-to-date care. |
| Clean Disciplinary Record | Thorough background checks to ensure no adverse findings or disciplinary actions from regulatory bodies. | Protects patients from practitioners with a history of misconduct. |
| Referencing and Peer Review | Where applicable, obtaining references from previous employers or peers and participating in peer review processes. | Provides insights into the provider's professional conduct and clinical performance. |
Why Franance Health Credentials Matter:
- Rigorous Vetting: Franance Health employs a comprehensive vetting process that goes beyond basic licensing. They scrutinize qualifications, experience, disciplinary records, and adherence to ethical guidelines.
- Commitment to Excellence: Their credentialing criteria are designed to identify providers who consistently demonstrate clinical competence, patient-centered care, and a commitment to ongoing professional development.
- Patient Safety Focus: By ensuring all providers are meticulously credentialed, Franance Health prioritizes patient safety, minimizing risks associated with unqualified or improperly vetted medical practitioners.
- Building Trust: The transparency and robustness of their credentialing process foster a deep sense of trust between patients and the healthcare services Franance Health facilitates.
- Upholding Standards: Franance Health actively contributes to raising the overall standard of healthcare in Kenya by setting a high bar for provider qualifications and practice.
Scope Of Work For Hospital It Integration Services
This Scope of Work (SOW) outlines the requirements, technical deliverables, and standard specifications for Hospital IT Integration Services. The objective is to ensure seamless interoperability between disparate hospital IT systems, facilitating improved data flow, enhanced clinical workflows, and better patient care. This includes the integration of Electronic Health Records (EHR), Picture Archiving and Communication Systems (PACS), Laboratory Information Systems (LIS), Radiology Information Systems (RIS), billing systems, and other relevant hospital applications.
| Deliverable Category | Specific Deliverable | Description | Standard Specifications/Protocols | Acceptance Criteria |
|---|---|---|---|---|
| System Integration Plan | Detailed Integration Architecture Design | Comprehensive design document outlining data flows, interfaces, middleware, and security measures for all integrated systems. | HL7 FHIR, DICOM, IHE profiles, custom API documentation, network diagrams, security architecture. | Approved by hospital IT steering committee; includes comprehensive data flow diagrams, interface mapping, and security protocols. |
| System Integration Plan | Integration Project Plan | Project schedule, resource allocation, risk management plan, communication plan, and testing strategy. | Agile/Waterfall methodologies, Gantt charts, risk registers, stakeholder communication matrix. | Approved by hospital project management office; realistic timelines, clear resource assignments, and defined risk mitigation strategies. |
| Interface Development | Developed and Tested Interfaces (per system pair) | Functional interfaces between specified systems, capable of bidirectional data exchange. | HL7 v2.x, HL7 FHIR, DICOM, SOAP, RESTful APIs, XML, JSON. | Successful transmission and reception of test data sets; data integrity validated; adherence to message structure and content standards. |
| Interface Development | Interface Engine Configuration | Configuration and optimization of the integration engine to manage message routing, transformation, and monitoring. | Specific to the chosen integration engine (e.g., Mirth Connect, Rhapsody, Orion Health); logging and auditing capabilities. | Engine configured for optimal performance, error handling, and monitoring; audit logs are comprehensive and accessible. |
| Data Migration & Synchronization | Data Migration Strategy & Execution | Plan and execution of data migration from legacy systems to new integrated systems, ensuring data accuracy and completeness. | SQL, ETL tools, data validation scripts, data cleansing processes. | Successful migration of all required data with <1% error rate; data validation reports confirming accuracy and integrity. |
| Data Migration & Synchronization | Real-time Data Synchronization Mechanisms | Implementation of mechanisms for real-time or near real-time data synchronization between integrated systems. | Message queuing (e.g., Kafka, RabbitMQ), webhooks, database triggers, API polling. | Data updates reflected in target systems within defined latency thresholds; successful handling of concurrent updates. |
| Security & Compliance | Security Controls Implementation | Implementation of security measures to protect patient data during transmission and storage. | TLS/SSL encryption, VPN, OAuth 2.0, SAML, HIPAA, GDPR compliance. | All data in transit encrypted; access controls enforced; security audit logs generated and reviewed. |
| Security & Compliance | Compliance Documentation | Documentation demonstrating adherence to relevant healthcare regulations (e.g., HIPAA, GDPR). | Policy documents, audit reports, risk assessments, training records. | All required compliance documentation is complete, accurate, and readily available for audits. |
| Testing & Validation | Test Cases & Scenarios | Comprehensive test cases covering unit testing, integration testing, system testing, and user acceptance testing (UAT). | Test case templates, defect tracking system, performance testing tools. | All critical and high-priority test cases passed; documented test results and defect resolution logs. |
| Testing & Validation | User Acceptance Testing (UAT) Plan & Execution | Facilitation and execution of UAT with hospital stakeholders to validate system functionality and workflows. | UAT scripts, feedback forms, sign-off procedures. | Successful completion of UAT by authorized end-users; formal sign-off obtained. |
| Documentation & Training | Technical Documentation | Detailed documentation of all integrated systems, interfaces, configurations, and troubleshooting guides. | API documentation, interface specifications, system administration guides, troubleshooting manuals. | Documentation is comprehensive, accurate, and up-to-date; easily accessible to hospital IT staff. |
| Documentation & Training | End-User Training Materials | Development of training materials and delivery of training sessions for hospital staff on new integrated workflows. | User manuals, quick reference guides, presentation slides, training videos. | Training sessions delivered; participants demonstrate understanding of new workflows; positive feedback from trainees. |
| Deployment & Support | Deployment Plan | Detailed plan for the deployment of integrated solutions, including rollback procedures. | Deployment checklists, go-live schedule, communication plan for go-live. | Successful deployment with minimal disruption to hospital operations; rollback plan is documented and tested. |
| Deployment & Support | Post-Implementation Support Plan | Defined support structure, SLAs, and escalation procedures for post-implementation issues. | Service Level Agreements (SLAs), incident management process, contact list for support. | Clearly defined support channels, response times, and resolution procedures; agreed-upon SLAs. |
Key Areas of Integration:
- EHR System Integration
- PACS/RIS Integration
- LIS Integration
- Billing and Financial System Integration
- Patient Portal Integration
- Device Integration (e.g., medical devices, IoT)
- Reporting and Analytics Integration
- Identity and Access Management (IAM) Integration
Service Level Agreement For Hospital It Integration Services
This Service Level Agreement (SLA) outlines the terms and conditions governing the provision of IT Integration Services to [Hospital Name] (the "Client") by [Provider Name] (the "Provider"). This SLA defines the expected performance standards for response times and uptime guarantees for critical IT systems integrated and managed by the Provider.
| Service Component | Response Time Guarantee (Critical Issues) | Response Time Guarantee (Non-Critical Issues) | Uptime Guarantee | Remedy for Failure |
|---|---|---|---|---|
| EHR System Integration & Interfaces | 15 minutes to acknowledge, 60 minutes to begin active resolution | 4 hours to acknowledge, 8 business hours to begin active resolution | 99.9% uptime (excluding scheduled maintenance) | Service credits (detailed in Section 4.2) and priority escalation. |
| LIS/RIS/PACS Integration | 15 minutes to acknowledge, 75 minutes to begin active resolution | 4 hours to acknowledge, 12 business hours to begin active resolution | 99.7% uptime (excluding scheduled maintenance) | Service credits (detailed in Section 4.2) and priority escalation. |
| Pharmacy & Billing System Integration | 30 minutes to acknowledge, 90 minutes to begin active resolution | 8 business hours to acknowledge, 16 business hours to begin active resolution | 99.5% uptime (excluding scheduled maintenance) | Service credits (detailed in Section 4.2). |
| Data Warehousing & Analytics Integration | 1 hour to acknowledge, 4 business hours to begin active resolution | 1 business day to acknowledge, 2 business days to begin active resolution | 99.0% uptime (excluding scheduled maintenance) | Service credits (detailed in Section 4.2) for significant data access interruption. |
Scope of Services Covered
- Electronic Health Record (EHR) integration and interface management.
- Laboratory Information System (LIS) integration.
- Radiology Information System (RIS) and Picture Archiving and Communication System (PACS) integration.
- Pharmacy integration.
- Billing and financial system integration.
- Patient portal and other patient-facing application integration.
- Data warehousing and analytics platform integration.
In-Depth Guidance
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