Verified Service Provider in Liberia
Dose Management Program in Liberia
Engineering Excellence & Technical Support
Monitor and optimize patient radiation dose across modalities. High-standard technical execution following OEM protocols and local regulatory frameworks.
Streamlined Prescription Verification
Implemented a robust digital system for pharmacists to verify prescriptions against patient drug histories and national formularies, reducing dispensing errors by 35% and ensuring adherence to safe medication practices.
Real-time Inventory & Stock Monitoring
Deployed barcode scanning technology at all participating health facilities, providing real-time visibility into drug stock levels, expiry dates, and consumption patterns, minimizing stockouts and preventing wastage of essential medicines.
Data-Driven Treatment Guideline Adherence
Integrated a data analytics platform to track adherence to evidence-based treatment guidelines and monitor drug utilization patterns, enabling targeted interventions and continuous improvement of patient care protocols across Liberia.
What Is Dose Management Program In Liberia?
In Liberia, a Dose Management Program (DMP) refers to a structured approach to ensuring that individuals receive the correct dosage of medication at the appropriate intervals. This service is critical for optimizing therapeutic outcomes, minimizing adverse drug events, and improving patient adherence to treatment regimens. DMPs are typically implemented within healthcare facilities and community-based health initiatives, often targeting specific diseases or patient populations. They involve a multi-faceted strategy encompassing medication procurement, storage, dispensing, administration, and patient monitoring.
| Who Needs a Dose Management Program? | Typical Use Cases in Liberia | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Patients requiring chronic medication for conditions such as HIV/AIDS, malaria, tuberculosis, hypertension, diabetes, and mental health disorders. | Management of antiretroviral therapy (ART) for HIV-positive individuals, ensuring consistent viral suppression. | Tuberculosis (TB) treatment, particularly directly observed therapy (DOT) regimens, to ensure completion and prevent drug resistance. | Malaria treatment, especially for vulnerable populations like children and pregnant women, necessitating precise dosing based on weight and age. | Management of non-communicable diseases (NCDs) like hypertension and diabetes, where consistent medication adherence is paramount for long-term health. | Pediatric populations, where accurate weight-based dosing is crucial due to varying physiological parameters. | Elderly patients who may have complex medication regimens and a higher risk of polypharmacy and adverse events. | Patients with acute but severe infections requiring specific antibiotic or antiviral dosing schedules. | Public health initiatives involving mass drug administration (MDA) for the prevention or treatment of endemic diseases. | Inpatient settings where continuous monitoring and timely administration of medications are critical for patient recovery. |
Key Components of a Dose Management Program in Liberia
- Accurate medication quantification and forecasting to prevent stockouts and overstocking.
- Secure and temperature-controlled storage facilities to maintain drug efficacy and prevent degradation.
- Standardized dispensing procedures, including unit-dose packaging where feasible, to reduce dispensing errors.
- Direct administration of medication by trained healthcare professionals, or robust supervision of self-administration.
- Patient education on medication use, potential side effects, and the importance of adherence.
- Regular monitoring of patient response to treatment and adverse events.
- Data collection and analysis for program evaluation and quality improvement.
- Integration with electronic health records (EHR) or other health information systems for comprehensive patient tracking.
Who Needs Dose Management Program In Liberia?
A Dose Management Program (DMP) in Liberia is crucial for optimizing the use of essential medicines, ensuring patient safety, and improving healthcare outcomes. The program aims to address challenges such as drug stockouts, irrational drug use, and the increasing burden of non-communicable diseases (NCDs) which often require complex and costly treatment regimens. By implementing robust dose management strategies, Liberia can enhance the efficiency of its pharmaceutical supply chain, reduce wastage, and ensure that patients receive the right medication at the correct dose and duration. This is particularly important in resource-limited settings where every dose counts towards effective public health.
| Target Customer/Department | Specific Needs/Roles in Dose Management | Benefits of Dose Management Program |
|---|---|---|
| Hospitals (e.g., JFK Medical Center, Redemption Hospital) | Accurate medication dispensing, inventory control, prescription monitoring, management of high-cost drugs, antibiotic stewardship. | Reduced stockouts, minimized drug wastage, improved patient adherence, enhanced treatment efficacy, lower healthcare costs. |
| Primary Health Clinics and Health Posts (across all counties) | Ensuring availability of essential medicines, rational prescribing, basic inventory management, referral system for complex cases. | Improved access to essential medicines, reduced burden on referral facilities, cost-effective treatment, better maternal and child health outcomes. |
| Pharmaceutical Supply Chain Agencies (e.g., Liberia Medicines and Health Products Regulatory Authority - LMHRA) | Quality assurance of medicines, efficient procurement and distribution, tracking of drug expiry dates, demand forecasting. | Ensuring availability of safe and effective medicines, preventing counterfeit drugs, optimizing stock levels, reducing losses due to expiry. |
| Ministry of Health (MoH) - Various Departments (e.g., Pharmaceutical Services, Disease Control, Planning & Monitoring) | Policy development, national drug formulary management, data collection and analysis for public health interventions, oversight of drug utilization, training programs. | Evidence-based decision-making, equitable distribution of medicines, improved public health surveillance, strengthened healthcare system, better resource allocation. |
| Non-Governmental Organizations (NGOs) and International Partners (e.g., WHO, USAID, Global Fund) | Implementing specific health programs (e.g., HIV/AIDS, Malaria, TB), providing technical assistance, funding pharmaceutical supply chains, capacity building. | Ensuring program sustainability, effective utilization of donor funds, standardized treatment protocols, enhanced health outcomes for targeted populations. |
| Patients and their Caregivers | Understanding prescribed dosages, adherence to treatment plans, awareness of side effects, access to affordable medications. | Improved treatment outcomes, reduced risk of adverse drug reactions, enhanced patient satisfaction, empowerment in managing their health. |
| Pharmacy Departments within Facilities | Accurate dispensing, inventory management, medication reconciliation, patient counseling, preparation of compounded medications. | Ensured accuracy of medication orders, reduced dispensing errors, improved patient safety, efficient stock management. |
| Clinical Departments (e.g., Internal Medicine, Pediatrics, Obstetrics & Gynecology) | Adherence to treatment guidelines, appropriate prescribing practices, monitoring of drug efficacy and toxicity, rational use of antibiotics. | Optimized patient care, reduced development of drug resistance, improved clinical outcomes, adherence to best medical practices. |
Who Needs a Dose Management Program in Liberia? Target Customers and Departments
- Healthcare Facilities (Hospitals, Clinics, Health Posts)
- Pharmaceutical Suppliers and Distributors
- Ministry of Health and its Agencies
- Patients and their Caregivers
- International Health Organizations and NGOs
Dose Management Program Process In Liberia
The Dose Management Program in Liberia aims to ensure that medical professionals have the necessary knowledge and resources to administer medications safely and effectively, adhering to prescribed dosages and guidelines. This program involves a systematic workflow from the initial inquiry about a medication or treatment regimen to the final execution of its administration and subsequent monitoring. The process is designed to be comprehensive, evidence-based, and patient-centered, promoting optimal therapeutic outcomes while minimizing risks.
| Stage | Description | Key Activities | Responsible Parties | Tools/Resources | Outcome |
|---|---|---|---|---|---|
| Inquiry and Information Gathering | The process begins when a healthcare professional requires information on a specific medication or treatment dosage for a patient. | Patient's medical history review, symptom assessment, consultation with guidelines, literature search, seeking expert opinion. | Physicians, Nurses, Pharmacists, Allied Health Professionals. | Patient charts, Standard treatment guidelines, Pharmacopeias, Medical journals, Hospital formularies. | Understanding of the patient's condition and preliminary information for dose determination. |
| Assessment and Planning | Evaluating the patient's suitability for the medication and developing a tailored treatment plan. | Determining the appropriate drug, calculating initial dose, frequency, and duration, considering contraindications, allergies, and patient-specific factors (age, weight, renal/hepatic function). | Physicians, Pharmacists. | Patient assessment tools, Drug interaction checkers, Renal/hepatic function tests, Body surface area calculators. | A proposed medication and dosage regimen, identified potential risks. |
| Prescription and Verification | Formalizing the prescribed medication and dosage, and ensuring its accuracy and appropriateness. | Writing a clear and legible prescription, including drug name, strength, dose, route, frequency, and duration. Verification by another healthcare professional (e.g., pharmacist or senior nurse). | Prescribing Physician, Verifying Pharmacist/Nurse. | Prescription pads/electronic health records, Drug formularies, Medication safety checklists. | A confirmed and authorized prescription for the medication. |
| Preparation and Dispensing | Accurately preparing and dispensing the correct medication and dosage from the pharmacy. | Retrieving the medication, accurate measurement and preparation (e.g., dilution, crushing), labeling with clear instructions, and dispensing to the patient or administering nurse. | Pharmacist, Pharmacy Technicians. | Pharmacy dispensing systems, Measuring devices (syringes, cups), Labeling machines, Barcode scanners. | The correct medication and dosage prepared and available for administration. |
| Administration | Safely administering the medication to the patient according to the prescribed instructions. | Confirming patient identity (e.g., using two identifiers), verifying the 'five rights' of medication administration (right patient, right drug, right dose, right route, right time), administering the medication, and observing for immediate reactions. | Nurses, Midwives, Doctors. | Medication administration carts, Syringes, IV pumps, Patient identification bands. | The medication delivered to the patient as prescribed. |
| Monitoring and Evaluation | Observing the patient's response to the medication and assessing for efficacy and adverse effects. | Regularly assessing vital signs, patient's symptoms, laboratory results, and any signs of side effects or therapeutic failure. Adjusting dosage if necessary based on patient response. | Nurses, Physicians, Pharmacists. | Patient monitoring charts, Vital sign machines, Laboratory reports, Adverse event reporting forms. | Information on the medication's effectiveness and safety in the patient. |
| Documentation and Reporting | Maintaining accurate and comprehensive records of all aspects of medication management and reporting any significant events. | Recording administered doses, patient responses, any adverse events, and changes to the treatment plan in the patient's medical record. Reporting medication errors or near misses. | All healthcare professionals involved in patient care. | Electronic health records, Paper medical charts, Incident reporting systems. | A complete and auditable record of medication management, contributing to patient safety and program evaluation. |
| Education and Continuous Improvement | Providing ongoing training and education to healthcare professionals and utilizing feedback to improve the program. | Regular training sessions on new medications, dosage guidelines, and best practices. Analyzing data from monitoring and reporting to identify areas for improvement and updating protocols. | Program Coordinators, Educators, Quality Improvement Teams, Healthcare Professionals. | Training materials, Workshops, Feedback mechanisms, Data analysis software, Updated guidelines. | Enhanced competency of healthcare professionals, optimized medication management processes, and improved patient outcomes. |
Dose Management Program Workflow in Liberia
- Inquiry and Information Gathering
- Assessment and Planning
- Prescription and Verification
- Preparation and Dispensing
- Administration
- Monitoring and Evaluation
- Documentation and Reporting
- Education and Continuous Improvement
Dose Management Program Cost In Liberia
In Liberia, the cost of dose management programs can vary significantly due to a multitude of factors. These programs are crucial for ensuring that medication dosages are appropriate for patients, minimizing waste, and improving treatment outcomes. The pricing of such programs is influenced by the scope of services offered, the technology employed, the personnel involved, and the specific healthcare setting. Understanding these factors is essential for budgeting and resource allocation.
| Program Component/Service | Estimated Cost Range (Liberian Dollar - LRD) | Notes |
|---|---|---|
| Basic Dispensing & Dosage Checking (Manual) | 30,000 - 75,000 per month | Covers basic staff time and consumables in smaller clinics. |
| Intermediate Dose Management (Semi-Automated) | 80,000 - 150,000 per month | Includes some software for inventory and prescription review, plus trained pharmacy technicians. |
| Comprehensive Dose Management (Technology-Enabled) | 180,000 - 500,000+ per month | Involves advanced dispensing units, EHR integration, dedicated pharmacists for clinical services, and ongoing training. Higher end for larger hospitals with extensive services. |
| Initial Technology Investment (e.g., dispensing software, scanners) | 200,000 - 1,000,000+ (one-time) | Highly variable based on the sophistication and scale of the technology acquired. |
| Pharmacist/Technician Training (per person, per program) | 15,000 - 50,000 | Includes specialized workshops and certification in dose management. |
| Medication Reconciliation Service (per patient encounter) | 500 - 2,000 | Time spent by a trained professional reviewing medication lists. |
| Patient Education on Dosage (per session) | 300 - 1,000 | Delivered by nurses or pharmacy staff. |
Key Pricing Factors for Dose Management Programs in Liberia
- Scope of Services: Comprehensive programs that include medication reconciliation, prescription analysis, patient education, and continuous monitoring will naturally incur higher costs than simpler systems focused on dispensing and basic dosage checks.
- Technology and Infrastructure: The use of advanced dispensing technologies, automated inventory management systems, and electronic health records (EHRs) can significantly impact upfront investment and ongoing maintenance costs. Older, manual systems may have lower initial costs but are less efficient and prone to errors.
- Personnel and Expertise: The number and qualifications of pharmacists, technicians, and other healthcare professionals involved in the program are a major cost driver. Specialized training for dose management can also add to personnel expenses.
- Facility Type and Size: The costs can differ between large public hospitals, smaller clinics, and private healthcare facilities. Larger institutions may benefit from economies of scale, but also have higher overheads. The number of beds or patient throughput also influences resource needs.
- Medication Complexity and Volume: Programs dealing with complex drug regimens, high-potency medications, or a large volume of prescriptions will require more specialized resources and time, thus increasing costs.
- Training and Capacity Building: Initial and ongoing training for healthcare staff on dose management best practices and the use of any associated technology is a significant investment.
- Monitoring and Evaluation: Implementing systems for tracking program effectiveness, patient outcomes, and medication adherence contributes to the overall cost.
- Regulatory and Compliance Requirements: Adhering to national and international standards for medication management can necessitate specific investments in processes and documentation.
Affordable Dose Management Program Options
Affordable dose management programs are crucial for ensuring patients receive the right amount of medication at the right time, optimizing treatment outcomes, and minimizing unnecessary healthcare costs. These programs aim to improve medication adherence, prevent adverse drug events, and reduce waste. This section explores the concept of 'value bundles' within dose management and outlines various cost-saving strategies that can be implemented.
| Concept | Definition | Benefits in Dose Management | Cost-Saving Strategies |
|---|---|---|---|
| Value Bundles | A package of healthcare services or products that are provided for a single, predetermined price. In dose management, this could refer to a bundled service of medication management, adherence support, and regular clinical oversight for a specific chronic condition. | Improved patient outcomes through coordinated care, reduced hospital readmissions, predictable costs for patients and payers, enhanced patient satisfaction. | Negotiating bundled payments with payers for comprehensive chronic disease management including medication. Offering tiered pricing for bundled services based on patient complexity. Focusing on preventative care within the bundle to avoid costly interventions. |
| Generic Substitution | Using biologically equivalent and less expensive versions of brand-name drugs once their patents expire. | Directly reduces the cost of medications, making treatment more affordable for patients and lowering overall healthcare expenditure. | Encouraging prescribers to default to generic prescriptions. Educating patients on the safety and efficacy of generics. Automating generic substitution at the pharmacy level where appropriate. |
| Medication Synchronization (Med Sync) | Aligning a patient's refill dates for multiple chronic medications so they can pick them all up on a single, convenient day each month. | Increases medication adherence by simplifying the refill process, reduces the risk of missed doses or running out of medication, leading to better health outcomes and fewer emergency room visits or hospitalizations. | Pharmacist time dedicated to Med Sync can be offset by reduced costs associated with managing multiple individual refills and by improving patient retention. Streamlining the process through technology can enhance efficiency. |
| Patient Assistance Programs (PAPs) | Programs offered by pharmaceutical manufacturers, government agencies, or non-profit organizations to help eligible patients afford their medications. | Provides access to necessary medications for individuals who cannot afford them, preventing treatment discontinuation and improving health outcomes for vulnerable populations. | Dedicated staff to help patients identify and apply for eligible PAPs. Partnerships with patient advocacy groups. Leveraging technology for faster application processing. |
| Telehealth and Remote Monitoring | Utilizing technology to provide healthcare services and monitor patients remotely, including medication adherence. | Allows for continuous patient support, timely interventions for adherence issues, and can reduce the need for in-person visits, saving time and travel costs for patients and providers. | Implementing cost-effective telehealth platforms. Utilizing smart pill bottles or apps for adherence tracking. Reimbursement models that support telehealth for medication management. |
| Pharmacist-Led Medication Therapy Management (MTM) | Services provided by pharmacists to optimize drug therapy and improve therapeutic outcomes for patients. | Identifies and resolves medication-related problems, improves adherence, reduces polypharmacy, and can prevent costly adverse drug events and hospitalizations. | Reimbursement for MTM services by payers. Integrating MTM into primary care settings to demonstrate value. Training pharmacists to identify high-risk patients for MTM. |
Key Components of Affordable Dose Management Programs
- Patient education on medication usage and importance of adherence.
- Medication synchronization and refill reminders.
- Regular medication reviews with healthcare providers.
- Utilizing generic medications and exploring alternative formulations.
- Access to affordable medication options through patient assistance programs.
- Integration of technology for remote monitoring and support.
- Pharmacist-led interventions and counseling.
Verified Providers In Liberia
In Liberia's evolving healthcare landscape, ensuring access to verified and reputable medical services is paramount. Franance Health stands out as a leading provider, distinguished by its unwavering commitment to quality, patient-centered care, and adherence to rigorous credentialing standards. This focus on verification not only builds trust but also directly translates into better health outcomes for individuals and communities.
| Credential Area | Franance Health's Commitment | Benefit to Patients |
|---|---|---|
| Professional Licensing | Ensures all medical staff hold valid and current licenses from the relevant Liberian authorities. | Guarantees that practitioners are legally qualified and have met minimum competency standards. |
| Specialty Certifications | Verifies specialized training and certifications for physicians in various medical fields. | Provides access to expert care tailored to specific health needs and conditions. |
| Continuing Medical Education (CME) | Mandates ongoing professional development and training for all medical personnel. | Ensures healthcare providers remain updated with the latest medical advancements and techniques. |
| Facility Standards Compliance | Regularly meets and exceeds national and international standards for healthcare facility operation and safety. | Offers a safe, clean, and well-equipped environment for diagnosis and treatment. |
| Adherence to Ethical Codes | Strict enforcement of professional ethical codes and patient rights. | Fosters trust and ensures respectful, patient-centered care. |
Franance Health Credentials and Why They Represent the Best Choice:
- {"title":"Accreditation by National and International Health Bodies","description":"Franance Health actively pursues and maintains accreditations from recognized Liberian Ministry of Health and international healthcare organizations. This signifies that their facilities, protocols, and medical professionals meet stringent quality and safety benchmarks. This external validation is a crucial indicator of reliability."}
- {"title":"Rigorous Physician and Staff Vetting","description":"Every medical professional at Franance Health undergoes a comprehensive vetting process. This includes verification of academic qualifications, professional licenses, specialized training, and a thorough background check. This ensures that patients are treated by highly competent and ethical practitioners."}
- {"title":"Adherence to Best Practices and Clinical Guidelines","description":"Franance Health is committed to evidence-based medicine. They consistently adopt and implement the latest clinical guidelines and best practices in diagnosis, treatment, and patient management, ensuring that care is up-to-date and effective."}
- {"title":"Investment in Modern Medical Technology and Infrastructure","description":"The organization prioritizes investment in state-of-the-art medical equipment and maintaining well-equipped facilities. This technological advancement directly supports accurate diagnosis, effective treatment, and improved patient comfort and safety."}
- {"title":"Patient Safety and Quality Improvement Programs","description":"Franance Health has robust programs in place for patient safety, infection control, and continuous quality improvement. Regular audits, feedback mechanisms, and proactive risk management are integral to their operations, ensuring a safe and high-quality patient experience."}
- {"title":"Transparent and Ethical Operations","description":"The credentialing process at Franance Health extends to their operational transparency and ethical conduct. Patients can expect clear communication, fair pricing, and a commitment to patient rights and privacy."}
Scope Of Work For Dose Management Program
This Scope of Work (SOW) outlines the requirements for the development and implementation of a comprehensive Dose Management Program. The program aims to optimize radiation dose delivered to patients during diagnostic and interventional imaging procedures, ensuring diagnostic image quality is maintained while minimizing radiation exposure. This SOW details the technical deliverables and standard specifications necessary for the successful execution of this program.
| Category | Specification / Standard | Description | Applicable Technologies / Standards |
|---|---|---|---|
| DMS Software Platform | Scalability and Performance | The DMS must be able to handle projected data volumes and user loads without performance degradation. Must support real-time data processing. | Modern, robust architecture; Cloud-native or on-premises deployment options. |
| DMS Software Platform | User Interface (UI) and User Experience (UX) | Intuitive and user-friendly interface for radiologists, technologists, and administrators. Customizable dashboards and reporting views. | Web-based interface; adherence to accessibility standards (e.g., WCAG). |
| Data Integration | DICOM Compliance | Full compliance with DICOM standards for image and non-image data transfer, including relevant Supplementals for dose information (e.g., DICOM SR for dose reports). | DICOM 3.0 standards, relevant Supplementals (e.g., PS3.15 for security, PS3.3 for information object definitions). |
| Data Integration | HL7 Compliance | Integration with RIS and other healthcare information systems via HL7 messaging for patient demographics, procedure information, and reporting. | HL7 v2.x and/or FHIR (Fast Healthcare Interoperability Resources) for interoperability. |
| Dose Monitoring | Automatic Dose Data Extraction | Capability to automatically extract dose metrics from DICOM headers and structured reports for various modalities. | DICOM tag parsing, Structured Reporting (SR) parsing. |
| Dose Monitoring | Dose Metrics | Support for a comprehensive range of dose metrics, including but not limited to CTDIvol, DLP, Air Kerma, Dose Area Product (DAP), effective dose estimation. | Defined by industry standards (e.g., ICRP, AAPM, IEC). |
| Reporting and Analysis | Standard and Custom Reports | Pre-defined reports for patient dose summaries, protocol adherence, modality dose trends, and institutional benchmarks. Ability to generate custom reports. | SQL-based reporting engine, data visualization libraries. |
| Reporting and Analysis | Benchmarking | Ability to establish and maintain institutional dose benchmarks based on historical data and/or national/international guidelines. Comparison of individual patient doses against benchmarks. | Statistical analysis tools, configurable benchmark thresholds. |
| Protocol Management | Protocol Library | Centralized repository for imaging protocols, including associated dose parameters. Functionality for protocol review, modification, and approval. | Secure, version-controlled protocol management. |
| Alerting and Notification | Configurable Alerts | System must allow for the configuration of dose alert thresholds. Notifications should be sent to designated personnel (e.g., technologists, physicists, radiologists) when thresholds are exceeded. | Email, SMS, or in-system notifications. |
| Security and Privacy | HIPAA/GDPR Compliance | The DMS must comply with all relevant data privacy and security regulations (e.g., HIPAA in the US, GDPR in Europe). Data encryption at rest and in transit. | Role-based access control, audit trails, data encryption standards (e.g., AES-256), secure authentication mechanisms. |
| System Performance | Data Storage and Archiving | Scalable storage solution for dose data and associated metadata. Policies for data retention and archiving. | Database technologies (SQL/NoSQL), cloud storage solutions, adherence to institutional data retention policies. |
| System Performance | Data Integrity and Audit Trail | Mechanisms to ensure data integrity and maintain a comprehensive audit trail of all system activities, including user actions and data modifications. | Database integrity constraints, logging mechanisms, immutable audit logs. |
| System Performance | System Uptime and Availability | The DMS should achieve a high level of availability and uptime, with mechanisms for system monitoring and proactive maintenance. | Redundancy, failover mechanisms, performance monitoring tools. |
Technical Deliverables
- Dose Management System (DMS) Software Platform
- Integration with existing Picture Archiving and Communication System (PACS)
- Integration with existing Radiology Information System (RIS)
- Integration with relevant Imaging Modalities (CT, X-ray, Fluoroscopy, Nuclear Medicine)
- Dose Monitoring and Reporting Modules
- Dose Benchmark and Trending Tools
- Protocol Optimization and Management Functionality
- Alerting and Notification System for Dose Exceedances
- User Training Materials and Documentation
- System Validation and Verification Reports
- Data Export and Archiving Capabilities
Service Level Agreement For Dose Management Program
This Service Level Agreement (SLA) outlines the performance expectations and guarantees for the Dose Management Program. It specifies the response times for critical incidents and the uptime guarantees for the program's core services, ensuring reliable and timely support for users.
| Service Level | Response Time Target | Resolution Time Target (Critical/Major) | Resolution Time Target (Minor) | Uptime Guarantee | |
|---|---|---|---|---|---|
| Dose Management Program Core Services (e.g., Patient Profile Access, Dosing Calculation Engine, Medication History) | 15 minutes (for Critical/Major Incidents) | 4 hours (for Critical Incidents) | 8 hours (for Major Incidents) | 24 business hours (for Minor Incidents) | 99.8% (monthly average, excluding scheduled maintenance) |
| Reporting and Analytics Module | 30 minutes (for Critical/Major Incidents) | 8 hours (for Critical Incidents) | 16 hours (for Major Incidents) | 48 business hours (for Minor Incidents) | 99.5% (monthly average, excluding scheduled maintenance) |
| User Support Portal / Helpdesk (for non-incident related queries) | 2 business hours (acknowledgement) | N/A | N/A | N/A | N/A |
Key Definitions
- Dose Management Program: Refers to the software application and associated services designed to optimize medication dosing for patients.
- Downtime: Any period during which the Dose Management Program is unavailable to users due to scheduled maintenance or unplanned incidents.
- Response Time: The maximum time allowed for the support team to acknowledge and begin actively working on a reported issue.
- Resolution Time: The maximum time allowed to fully resolve a reported issue, bringing the Dose Management Program back to full operational status.
- Critical Incident: An event that renders the Dose Management Program completely inaccessible or causes significant data integrity issues, impacting a large number of users or patient care.
- Major Incident: An event that degrades the performance of the Dose Management Program to an unacceptable level, impacting a significant number of users but not rendering it completely inaccessible.
- Minor Incident: An event that causes minor functional issues or inconveniences with limited user impact, and does not affect core functionality or data integrity.
- Scheduled Maintenance: Planned downtime communicated in advance for updates, upgrades, or infrastructure maintenance.
In-Depth Guidance
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