Verified Service Provider in Malawi
Dose Management Program in Malawi
Engineering Excellence & Technical Support
Monitor and optimize patient radiation dose across modalities. High-standard technical execution following OEM protocols and local regulatory frameworks.
Digital Dosing Guidelines
Implemented a user-friendly digital platform providing healthcare workers with evidence-based dosing guidelines for essential medicines, accessible offline in remote areas. This ensures accurate and standardized medication administration, reducing medication errors and improving patient safety across Malawi.
Barcode-Enabled Dispensing
Introduced barcode scanning technology at dispensing points to verify medication accuracy against patient prescriptions. This system automates checks, minimizes manual transcription errors, and provides real-time inventory management, optimizing drug stock and reducing wastage within the Dose Management Program.
Cloud-Based Data Analytics
Established a secure cloud-based data analytics system to track medication adherence, treatment outcomes, and identify drug resistance patterns. This centralized data collection allows for continuous program monitoring, rapid identification of trends, and evidence-based decision-making for improved public health interventions in Malawi.
What Is Dose Management Program In Malawi?
A Dose Management Program (DMP) in Malawi refers to a structured, multi-faceted initiative aimed at optimizing the pharmaceutical supply chain for essential medicines and health commodities. Its core objective is to ensure that the right medicines are available in the right quantities, at the right time, and in the right condition to all healthcare facilities and beneficiaries across the country. This involves a complex interplay of data collection, analysis, forecasting, procurement, storage, distribution, and monitoring, all underpinned by robust information systems and skilled human resources.
| Who Needs Dose Management Programs in Malawi? | Typical Use Cases | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| All Healthcare Facilities: Public sector health facilities (hospitals, health centers, dispensaries) and, in some instances, private not-for-profit facilities, require effective dose management to serve their patient populations. | Routine Immunization Programs: Ensuring consistent availability of vaccines, diluents, and cold chain monitoring devices to prevent disease outbreaks. | HIV/AIDS Treatment Programs: Managing the supply of antiretroviral (ARV) drugs to ensure uninterrupted treatment for patients, preventing drug resistance. | Malaria Control Programs: Supplying antimalarial medications and rapid diagnostic tests (RDTs) to remote and hard-to-reach areas. | Reproductive Health Services: Ensuring the availability of contraceptives, essential medicines for maternal and newborn care, and family planning commodities. | Management of Non-Communicable Diseases (NCDs): Providing a consistent supply of essential medicines for chronic conditions like hypertension, diabetes, and cardiovascular diseases. | Emergency Preparedness and Response: Facilitating the rapid deployment of essential medicines and supplies during disease outbreaks, natural disasters, or other health emergencies. | Procurement and Supply Chain Units: The entities responsible for procuring, storing, and distributing medicines at national, regional, and district levels. | Patients and Communities: Ultimately, the beneficiaries of a well-functioning DMP, who receive timely access to essential medicines for their health needs. | Health Program Managers and Policymakers: Requiring accurate data for planning, resource allocation, and policy development related to pharmaceutical supply chains. |
Key Components of a Dose Management Program in Malawi
- Demand Forecasting and Planning: Utilizing historical consumption data, epidemiological trends, and program-specific targets to predict future medicine needs.
- Procurement and Sourcing: Establishing efficient and transparent procurement processes to acquire high-quality medicines and commodities from reliable suppliers, often through pooled procurement mechanisms.
- Inventory Management and Warehousing: Implementing best practices for stock control, including accurate record-keeping, regular stocktaking, and adherence to storage conditions (temperature, humidity) to prevent spoilage and stockouts.
- Logistics and Distribution: Developing and managing an effective distribution network to deliver medicines from central medical stores to district health offices and finally to health facilities, ensuring timely replenishment.
- Information Systems and Data Management: Employing digital platforms (e.g., Logistics Management Information Systems - LMIS) for real-time tracking of stock levels, consumption, expiry dates, and other critical data points.
- Monitoring and Evaluation (M&E): Continuously assessing program performance against predefined indicators, identifying bottlenecks, and implementing corrective actions.
- Capacity Building and Training: Equipping healthcare workers and logistics personnel with the necessary skills and knowledge to effectively manage medicines and utilize information systems.
- Quality Assurance: Implementing measures to ensure the quality and integrity of medicines throughout the supply chain, from procurement to patient use.
Who Needs Dose Management Program In Malawi?
A Dose Management Program is crucial for ensuring the safe, effective, and economical use of medications within healthcare systems. In Malawi, where resources can be constrained and the burden of disease significant, such programs are not a luxury but a necessity. They are designed to optimize drug selection, dosing regimens, and administration practices, ultimately improving patient outcomes and reducing healthcare costs. Identifying who specifically benefits and which departments are integral to its success is key to its effective implementation.
| Target Customer/Department | Description of Need/Role in Dose Management Program | Examples of Services/Benefits |
|---|---|---|
| Hospitals (Tertiary, Secondary, District) | Central hubs for patient care, complex surgeries, and management of severe illnesses. Require standardized and evidence-based prescribing to manage large patient volumes and diverse conditions. Need to control drug expenditure and prevent medication errors. | Development of drug formularies, antibiotic stewardship programs, guideline-based treatment protocols, medication reconciliation services, adverse drug reaction (ADR) monitoring. |
| Health Centers (Rural and Urban) | Primary point of contact for most Malawians. Often manage common illnesses and chronic conditions. Dose management ensures appropriate first-line treatment selection and safe referral decisions. Crucial for resource-limited settings to maximize effectiveness of available drugs. | Development of essential drug lists and prescribing guidelines, training on rational drug use, patient education on medication adherence and side effects, monitoring of common drug resistance patterns. |
| Clinicians (Doctors, Clinical Officers, Nurses) | Direct prescribers, administrators, and caregivers. Need clear guidelines and decision support tools to ensure correct drug choice, dose, frequency, and duration. Essential for minimizing errors and optimizing therapeutic outcomes. | Access to up-to-date drug information, clinical decision support systems, ongoing professional development on pharmacotherapy, error reporting and learning mechanisms. |
| Pharmacists and Pharmacy Technicians | Responsible for dispensing, medication safety, and often direct patient counseling. Integral to drug procurement, storage, and ensuring the quality of medicines. Play a key role in identifying potential drug interactions and adverse events. | Medication review, drug interaction checking, patient counseling on safe and effective use, management of drug shortages, implementation of dispensing controls, quality assurance of medicines. |
| Ministry of Health and Public Health Agencies | Responsible for national health policy, drug procurement, and public health initiatives. Dose management contributes to national drug policies, cost-effectiveness of drug use, and improved population health outcomes. | Development of national drug policies and guidelines, national essential medicines list, drug use indicators, surveillance of drug resistance, national pharmacovigilance systems, funding for dose management initiatives. |
| Patients and Caregivers | The ultimate beneficiaries. Need to understand their medication regimens, potential side effects, and the importance of adherence to achieve desired health outcomes. Empowered patients are more likely to adhere to treatment. | Clear patient information leaflets, medication counseling, education on managing side effects, support for adherence to chronic medication regimens, access to affordable and quality medicines. |
| Medical Training Institutions | Future healthcare professionals are trained here. Integrating dose management principles into the curriculum ensures that graduates are equipped with the knowledge and skills for rational drug use. | Curriculum development on pharmacotherapy and rational drug use, practical training in medication management, research opportunities in drug utilization. |
Who Needs Dose Management Program in Malawi?
- Healthcare facilities of all levels (from tertiary hospitals to rural health centers)
- Patients receiving prescription medications, particularly those with chronic conditions or complex treatment regimens
- Healthcare professionals involved in prescribing, dispensing, and administering medications
- Government health ministries and regulatory bodies
- Pharmaceutical companies and distributors
Dose Management Program Process In Malawi
The Dose Management Program (DMP) in Malawi is a systematic process designed to ensure the safe and effective administration of medications, particularly in public health initiatives and chronic disease management. The workflow begins with an inquiry, progresses through assessment and planning, culminates in execution, and includes crucial steps for monitoring and evaluation. This program aims to optimize drug utilization, minimize wastage, and improve patient outcomes by ensuring that the right dose of the right medication is delivered to the right patient at the right time.
| Stage | Key Activities | Responsible Parties | Output/Outcome |
|---|---|---|---|
| Inquiry & Identification of Need | Recognizing need, receiving requests, identifying gaps | Ministry of Health, District Health Offices, Partners, Health Facilities | Clearly defined health issue or program requirement |
| Needs Assessment & Data Collection | Gathering patient data, disease prevalence, resource availability | District Health Teams, Health Facility Staff, HMIS Unit | Comprehensive understanding of the situation, data for planning |
| Dose Determination & Protocol Development/Review | Defining dosages, creating/updating treatment guidelines | Technical Working Groups, National Guidelines Committee, Clinical Experts | Approved dosage protocols and treatment guidelines |
| Procurement & Supply Chain Management | Forecasting, ordering, quality assurance, distribution | Central Medical Stores, Procurement Units, Logistics Officers | Availability of correct medications at health facilities |
| Training & Capacity Building | Educating healthcare workers on protocols | Training Institutions, Program Managers, Master Trainers | Skilled healthcare providers proficient in dose management |
| Execution & Dispensing | Calculating and administering correct doses, patient counseling | Nurses, Pharmacists, Clinical Officers, Community Health Workers | Patients receiving appropriate medications and instructions |
| Patient Monitoring & Adherence Support | Tracking patient progress, managing side effects, supporting adherence | Healthcare Providers, Community Health Workers | Improved patient outcomes and adherence rates |
| Data Recording & Reporting | Documenting dispensing, patient data, compiling reports | Health Facility Staff, HMIS Officers | Accurate and timely health data for decision-making |
| Program Evaluation & Quality Improvement | Analyzing data, assessing program performance, implementing changes | Program Managers, M&E Unit, Ministry of Health Leadership | Evidence-based improvements to the Dose Management Program |
Dose Management Program Workflow in Malawi
- {"item":"Inquiry and Identification of Need","description":"This initial stage involves recognizing a need for dose management, which can stem from various sources. It might be a new public health campaign requiring specific drug dosages (e.g., malaria prevention, deworming), an increase in a particular chronic disease prevalence necessitating optimized treatment regimens, or feedback from health facilities about drug stockouts or wastage. The inquiry can originate from the Ministry of Health, district health offices, international partners, or health facilities themselves."}
- {"item":"Needs Assessment and Data Collection","description":"Once a need is identified, a comprehensive assessment is conducted. This involves collecting data on patient populations, disease prevalence, existing treatment protocols, drug availability, and current dispensing practices. Data sources include health management information systems (HMIS), clinic records, community health worker reports, and surveys. This phase aims to understand the scope of the problem and inform the subsequent planning."}
- {"item":"Dose Determination and Protocol Development/Review","description":"Based on the needs assessment, appropriate drug dosages are determined. This is often guided by national treatment guidelines, international best practices, and clinical evidence. If existing protocols are in place, they are reviewed and updated as necessary. For new initiatives, new protocols are developed, clearly outlining dosage forms, strengths, frequencies, durations, and special considerations (e.g., weight-based dosing for children)."}
- {"item":"Procurement and Supply Chain Management","description":"The program ensures that the correct medications in the required dosages are procured and available within the supply chain. This involves accurate forecasting of drug needs, quality assurance of procured medicines, and efficient distribution to health facilities. Robust inventory management systems are crucial to prevent stockouts and expiry."}
- {"item":"Training and Capacity Building","description":"Healthcare professionals (doctors, nurses, pharmacists, community health workers) involved in drug administration receive targeted training on the established dose management protocols. This training covers correct calculation of dosages, proper dispensing techniques, patient counseling, and documentation requirements. Regular refresher training is also provided."}
- {"item":"Execution and Dispensing","description":"This is the core operational phase where medications are dispensed to patients according to the defined protocols. Healthcare providers meticulously calculate and verify dosages based on patient characteristics (age, weight, renal function, etc.). Prescriptions are accurately filled, and patients receive clear instructions on how to take their medication. This stage often involves the use of standardized prescription forms and dispensing tools."}
- {"item":"Patient Monitoring and Adherence Support","description":"Post-dispensing, patients are monitored for treatment effectiveness and potential adverse drug reactions. This includes follow-up appointments, clinical assessments, and patient education to promote adherence. Strategies to improve adherence, such as reminder systems or simplified dosing regimens, may be implemented."}
- {"item":"Data Recording and Reporting","description":"All dispensing and patient monitoring data are meticulously recorded in designated registers and the HMIS. This includes patient demographics, medication prescribed, dosage administered, and any observed outcomes or side effects. Regular reports are generated and submitted to higher levels of the health system."}
- {"item":"Program Evaluation and Quality Improvement","description":"The collected data is analyzed to evaluate the program's effectiveness, efficiency, and impact. This includes assessing drug utilization patterns, identifying areas of wastage or sub-optimal dosing, and measuring patient outcomes. Findings from the evaluation are used to identify areas for improvement, leading to adjustments in protocols, training, or supply chain management, thus creating a continuous cycle of quality improvement."}
Dose Management Program Cost In Malawi
Managing medication doses effectively is crucial for patient outcomes, but the cost of dose management programs in Malawi can vary significantly. Several factors influence these costs, including the specific program's scope, the technology or resources employed, the personnel involved, and the scale of implementation. Local currency (Malawian Kwacha - MWK) pricing is therefore highly variable. Generally, these programs aim to optimize medication use, reduce waste, and improve adherence, which can lead to long-term cost savings, but initial investment is a consideration. The discussion below outlines key pricing factors and provides estimated ranges in MWK.
| Cost Component/Program Type | Estimated Price Range (MWK per year/per patient) | Notes |
|---|---|---|
| Basic Adherence Reminder Systems (e.g., SMS, simple apps) | 50,000 - 250,000 MWK (per facility/program) | Primarily software/platform costs and minimal setup. Can be charged per patient if scaled widely. |
| Medication Management Software (Inventory/Dispensing) | 200,000 - 1,000,000+ MWK (per facility/program) | Includes software licensing, potential hardware (scanners, printers), and initial setup. Costs increase with complexity and features. |
| Pharmacist/Healthcare Worker Time (Dedicated Dose Management) | Negotiable based on salary scales and hours allocated. Could range from 500,000 - 2,000,000+ MWK per annum per full-time equivalent staff. | This is a significant cost. Includes salaries, benefits, and training for personnel dedicated to dose management activities. |
| Patient Education Materials & Workshops | 100,000 - 500,000 MWK (per program/campaign) | Covers design, printing, and delivery of educational content. Costs vary with volume and sophistication. |
| Integrated Electronic Health Record (EHR) Modules for Dose Management | Highly variable, often part of larger EHR implementation costs. Could range from 5,000,000 - 50,000,000+ MWK (one-time or phased) | Significant upfront investment. Includes software, hardware, integration, and training. Benefits are long-term and system-wide. |
| Pilot Programs/Small-Scale Implementations | 500,000 - 3,000,000 MWK (for a limited duration and scope) | Costs to test and refine a program before wider rollout. |
| Large-Scale National Program Components (e.g., nationwide adherence campaigns) | Potentially tens to hundreds of millions of MWK, depending on scope and duration. | This would involve significant government or donor funding, encompassing all aspects from technology to personnel and public awareness. |
Factors Influencing Dose Management Program Costs in Malawi
- {"title":"Program Scope and Complexity","description":"The breadth of services offered by a dose management program significantly impacts cost. Simple adherence reminder systems will be cheaper than comprehensive programs involving medication reconciliation, patient education, pharmacist-led interventions, and integration with electronic health records."}
- {"title":"Technology and Software","description":"The use of digital tools, specialized software for inventory management, dispensing systems, or patient tracking applications will incur licensing fees, development costs, or subscription charges. Basic manual systems will have lower upfront costs."}
- Personnel and Training
- Infrastructure and Equipment
- Geographic Reach and Scale
- Sustainability and Maintenance
Affordable Dose Management Program Options
Affordable Dose Management Programs are designed to optimize medication use and reduce associated costs for patients. These programs aim to ensure patients receive the correct dosage, at the right time, and at a more accessible price point. A key component of many programs is the concept of 'value bundles.'
| Strategy | Description | Impact on Affordability |
|---|---|---|
| Bulk Purchasing | Programs often negotiate lower prices with manufacturers due to the volume of medications dispensed. | Direct reduction in the per-unit cost of medication. |
| Generic Substitution | Prioritizing or encouraging the use of generic alternatives when available, which are typically less expensive than brand-name drugs. | Significantly lowers medication acquisition costs. |
| Optimized Dosing | Focus on ensuring patients are on the most effective and cost-efficient dose, avoiding under- or over-treatment. | Reduces waste and potential costs associated with ineffective treatment or adverse events. |
| Reduced Hospitalizations and ER Visits | By improving adherence and managing conditions effectively, the program aims to prevent costly acute care episodes. | Indirect but substantial savings by avoiding high healthcare utilization costs. |
| Patient Assistance Programs (PAPs) Integration | Facilitating access to manufacturer-sponsored PAPs for eligible individuals. | Can provide significant co-pay assistance or free medication. |
| Specialty Pharmacy Networks | Utilizing specialized pharmacies that may offer competitive pricing and enhanced support for complex medications. | Can lead to lower dispensing fees and better inventory management. |
| Value-Based Pricing Models | In some advanced programs, payment might be linked to patient outcomes rather than just the volume of services. This incentivizes efficiency and effectiveness. | Encourages cost-effective treatment strategies and improved patient health, leading to long-term savings. |
Understanding Value Bundles
- {"title":"What is a Value Bundle?","description":"A value bundle is a pre-determined package of healthcare services, medications, and/or support that is offered at a fixed price. In the context of dose management, this often includes the medication itself, along with related services and support designed to improve treatment adherence and outcomes."}
- {"title":"Components of a Dose Management Value Bundle","description":"Value bundles for dose management can include:"}
- {"title":"Medication Supply","description":"The primary component, often the specific medication prescribed for a chronic condition."}
- {"title":"Patient Education and Support","description":"Information on how to take the medication correctly, potential side effects, and lifestyle recommendations."}
- {"title":"Adherence Monitoring","description":"Tools or services to help patients remember to take their medication, such as reminder apps, pill organizers, or pharmacist check-ins."}
- {"title":"Therapeutic Drug Monitoring","description":"In some cases, the bundle might include regular blood tests to ensure the medication level is within the therapeutic range, optimizing effectiveness and minimizing toxicity."}
- {"title":"Care Coordination","description":"Liaison between prescribers, pharmacists, and patients to ensure seamless care."}
- {"title":"Cost-Saving Strategies within Value Bundles","description":"Value bundles achieve affordability through several cost-saving strategies:"}
Verified Providers In Malawi
In Malawi, navigating the healthcare landscape to find truly reliable and skilled medical professionals is paramount. Verified providers offer a crucial layer of assurance, ensuring you receive quality care. Among these, Franance Health stands out as a beacon of excellence, setting a high bar for medical service delivery. Their commitment to stringent credentialing processes and patient-centered care makes them the optimal choice for your health needs in Malawi.
| Credentialing Area | Franance Health Standard | Benefit to Patient |
|---|---|---|
| Licensing and Certification | Mandatory, up-to-date, and verified with governing bodies. | Ensures providers are legally qualified and meet professional standards. |
| Education and Training | Verification of all academic and specialized training. Preference for institutions with strong reputations. | Guarantees a solid foundation of medical knowledge and specialized skills. |
| Professional Experience | Thorough review of past practice history, including references and performance evaluations. | Confirms practical application of knowledge and effective patient care. |
| Background Checks | Comprehensive checks for any disciplinary actions or criminal history. | Protects patients from potentially harmful or unethical practitioners. |
| Continuing Medical Education (CME) | Proof of active participation in regular CME programs. | Ensures providers remain current with medical advancements and innovations. |
| Peer Review and Reputation | Consideration of peer recommendations and established professional standing. | Indicates a provider's respected position within the medical community. |
Why Franance Health Credentials Represent the Best Choice:
- Rigorous Verification Process: Franance Health meticulously vets all its healthcare professionals, ensuring they possess valid licenses, certifications, and a proven track record of ethical practice. This eliminates the risk of encountering unqualified individuals.
- Commitment to Continuous Professional Development: They prioritize providers who actively engage in ongoing training and education, keeping them abreast of the latest medical advancements and best practices.
- Emphasis on Patient Safety and Outcomes: Franance Health's credentialing extends beyond mere qualifications to include a focus on a provider's dedication to patient well-being and achieving positive health outcomes.
- Adherence to Ethical Standards: All Franance Health providers are held to the highest ethical standards, guaranteeing a respectful and trustworthy patient experience.
- Comprehensive Range of Specialties: Their network encompasses a diverse array of medical specialties, allowing patients to find the specific expertise they require, all under one trusted umbrella.
- Enhanced Patient Trust and Confidence: Knowing you are being treated by a Franance Health verified provider instills confidence and peace of mind, allowing you to focus on your recovery.
Scope Of Work For Dose Management Program
This Scope of Work (SOW) outlines the requirements for developing and implementing a comprehensive Dose Management Program (DMP). The DMP aims to optimize radiation dose for patients undergoing diagnostic and interventional imaging procedures, ensuring effective diagnostic quality while minimizing radiation exposure. This document details the technical deliverables, standard specifications, and key activities involved in achieving these objectives.
| Deliverable Category | Technical Deliverable | Standard Specifications / Requirements | Acceptance Criteria |
|---|---|---|---|
| Dose Measurement & Data Acquisition | Dose Monitoring Software Module | Integration with imaging modalities (CT, X-ray, Fluoroscopy, Interventional) via DICOM SR or proprietary interfaces. Automatic capture of dose metrics (e.g., DLP, CTDIvol, DAP, estimated organ doses). Data anonymization and secure storage. Support for multiple vendors. | Successful acquisition and storage of dose data for at least 95% of targeted procedures. Verified accuracy of captured dose metrics against modality output. Seamless data flow with PACS/RIS. |
| Dose Analysis & Reporting | Dose Reporting Dashboard | Web-based interface. Customizable reports for individual patient dose, cohort analysis, procedure-specific trends, and outliers. Visualizations (graphs, charts) for easy interpretation. User role-based access control. | Ability to generate reports for at least 10 predefined key procedures. Reports accurately reflect acquired dose data. User feedback indicates ease of use and clarity of information. |
| Dose Optimization Tools | Protocol Optimization Module | Interface for reviewing and comparing existing imaging protocols. Tools for suggesting dose reduction techniques based on established guidelines and local data. Version control and approval workflow for protocol changes. | Demonstrates ability to identify at least 5 potential dose reduction opportunities for common procedures. Successful implementation of a revised protocol with verified dose reduction and maintained image quality. |
| Quality Assurance & Compliance | Audit Trail and Compliance Reporting | Logs all user actions, protocol changes, and system configurations. Generates reports demonstrating adherence to internal policies and external regulations (e.g., IEC standards, local health authority requirements). | Complete and accurate audit trail for all critical actions. Reports demonstrate compliance with specified regulatory benchmarks. |
| Training & Documentation | User Manuals and Training Materials | Comprehensive documentation for all software modules. Training modules (online or in-person) for radiographers, radiologists, and medical physicists. "Train-the-trainer" program for internal champions. | All documentation reviewed and approved by key stakeholders. Training sessions delivered to target user groups with positive feedback on content and delivery. |
| System Integration | PACS/RIS Integration | Secure and reliable data exchange with existing PACS/RIS. Bi-directional communication where applicable (e.g., retrieving patient demographics, pushing dose reports). Adherence to HL7/DICOM standards. | Successful and stable integration with PACS/RIS. Verified data integrity and timely information exchange. |
Key Objectives of the Dose Management Program
- Establish baseline radiation dose metrics for key imaging procedures.
- Develop and implement dose reduction strategies and protocols.
- Integrate dose monitoring and reporting capabilities into existing Picture Archiving and Communication System (PACS) and/or Radiology Information System (RIS).
- Provide tools and resources for radiographers, radiologists, and medical physicists to review and manage patient dose.
- Ensure compliance with relevant regulatory requirements and best practices.
- Promote a culture of radiation safety and dose optimization within the radiology department.
Service Level Agreement For Dose Management Program
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Dose Management Program (DMP). It is designed to ensure the reliable and consistent availability of the DMP services to support optimal patient care.
| Service Component | Uptime Guarantee | Response Time Target (Business Hours) | Resolution Time Target (Critical Incidents) |
|---|---|---|---|
| DMP Core Functionality (e.g., Dose Calculation, Prescription Entry) | 99.9% Monthly Uptime | 1 Hour | 4 Business Hours |
| DMP Reporting and Analytics | 99.5% Monthly Uptime | 2 Business Hours | 8 Business Hours |
| DMP Integration with EHR/EMR Systems | 99.8% Monthly Uptime | 1.5 Business Hours | 6 Business Hours |
| DMP User Support (Helpdesk) | N/A (Service Level is based on system uptime and response) | 1 Business Hour (Initial Acknowledgement) | N/A |
Key Definitions
- Dose Management Program (DMP): The software and services provided for managing patient medication dosages.
- Downtime: Any period during which the DMP is unavailable for use.
- Scheduled Downtime: Pre-announced periods for maintenance or upgrades, typically outside of core business hours.
- Unscheduled Downtime: Unexpected periods of unavailability due to system failures or other unforeseen events.
- Response Time: The time taken from when a support request is logged to when an initial acknowledgement and assessment is provided by the support team.
- Resolution Time: The time taken from when a support request is logged to when a permanent fix or workaround is provided.
In-Depth Guidance
Frequently Asked Questions
Phase 02: Execution
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