Verified Service Provider in Rwanda
HL7 Interface Coordination Service in Rwanda
Engineering Excellence & Technical Support
HL7 Interface Coordination Service High-standard technical execution following OEM protocols and local regulatory frameworks.
FHIR Standards Adoption & Interoperability Platform
Facilitating the seamless integration of diverse healthcare information systems across Rwanda by adopting and implementing Fast Healthcare Interoperability Resources (FHIR) standards. This enables real-time data exchange and improved patient care coordination between public and private health facilities.
Secure API Gateway for Data Exchange
Establishing a robust and secure API Gateway to manage and govern the flow of health data. This ensures authorized access, data integrity, and compliance with privacy regulations, creating a trusted environment for inter-organizational communication.
Real-time Interface Monitoring & Alerting
Implementing a comprehensive real-time monitoring and alerting system for all HL7 interfaces. This proactive approach identifies and resolves integration issues instantly, minimizing downtime and guaranteeing the continuous availability of critical health data for decision-making and patient management.
What Is Hl7 Interface Coordination Service In Rwanda?
The HL7 Interface Coordination Service in Rwanda refers to a structured approach and a set of organizational functions dedicated to managing, facilitating, and governing the exchange of health information between disparate healthcare information systems within the Rwandan healthcare ecosystem, adhering to the Health Level Seven (HL7) standards. This service is critical for enabling interoperability, ensuring data integrity, and promoting the seamless flow of clinical, administrative, and public health data across various healthcare providers, laboratories, pharmacies, and governmental health agencies.
| Who Needs HL7 Interface Coordination Service? | Typical Use Cases | ||||||
|---|---|---|---|---|---|---|---|
| Healthcare Providers: Hospitals (public and private), clinics, health centers, and specialized medical facilities that utilize Electronic Health Records (EHRs), Laboratory Information Systems (LIS), Pharmacy Information Systems (PIS), or Picture Archiving and Communication Systems (PACS). | Public Health Agencies: Ministry of Health, Rwanda Biomedical Centre (RBC), and other national public health institutions requiring aggregated data for disease surveillance, public health programs, and policy-making. | Laboratories and Diagnostic Centers: Entities providing diagnostic services that need to transmit test results to healthcare providers and public health registries. | Pharmacies and Dispensing Outlets: Facilities involved in medication dispensing that need to share prescription information and inventory data. | Health Information Exchange (HIE) Organizations/Platforms: Entities responsible for facilitating regional or national health data sharing. | IT Vendors and System Developers: Companies developing and implementing health information systems within Rwanda, requiring integration capabilities. | Researchers and Academic Institutions: Requiring anonymized or de-identified health data for research purposes. | Insurance Providers (if applicable): For claims processing and verification, requiring secure data exchange. |
| Patient Referrals: Seamlessly transferring patient demographic, clinical, and historical data when a patient is referred from one healthcare facility to another. | Laboratory Result Reporting: Automated transmission of laboratory test results from LIS to EHRs, enabling timely clinical decision-making. | Medication Reconciliation: Sharing prescription and dispensing information to prevent drug interactions and ensure patient safety. | Disease Surveillance and Reporting: Aggregating patient data (e.g., infectious disease diagnoses) from multiple sources to enable early detection and response by public health authorities. | Public Health Program Monitoring: Collecting data on vaccination status, maternal health, chronic disease management, etc., for program evaluation and improvement. | Emergency Department Information Exchange: Sharing critical patient information during emergencies, even if systems are not directly integrated. | Public Health Data Warehousing: Contributing data to a central repository for analytical purposes and national health reporting. | Clinical Decision Support: Enabling EHRs to access external data (e.g., external specialist reports) to provide more comprehensive decision support to clinicians. |
Key Components of HL7 Interface Coordination Service
- Standardization and Governance: Establishing and enforcing adherence to specific HL7 message standards (e.g., HL7 v2.x, FHIR) and implementation guides relevant to the Rwandan context. This includes developing national data dictionaries and terminologies.
- Interface Development and Management: Overseeing the design, development, testing, deployment, and maintenance of interfaces that translate data from one system's format to an HL7-compliant format and vice versa.
- Interoperability Framework: Defining the architectural principles, protocols, and security measures for health information exchange, ensuring that systems can communicate reliably and securely.
- Data Mapping and Transformation: Creating and maintaining rules for mapping data elements between different systems, including local customizations and required transformations to conform to HL7 standards.
- Monitoring and Troubleshooting: Implementing mechanisms for real-time monitoring of data exchange, identifying and resolving errors, latency issues, and security breaches.
- Training and Support: Providing technical expertise, training, and ongoing support to healthcare facilities and IT vendors involved in health information exchange.
- Security and Privacy: Ensuring compliance with data privacy regulations (e.g., GDPR-like principles) and implementing robust security measures for data in transit and at rest.
- Data Exchange Strategy: Developing and executing a national strategy for health data exchange, prioritizing critical data flows and use cases.
Who Needs Hl7 Interface Coordination Service In Rwanda?
HL7 Interface Coordination Service in Rwanda is crucial for healthcare organizations aiming to achieve seamless interoperability between their disparate health information systems. This service facilitates the standardized exchange of clinical and administrative data, improving efficiency, accuracy, and patient care. The target customers are diverse, encompassing both public and private healthcare entities, as well as governmental bodies responsible for health information infrastructure.
| Target Customer Type | Key Departments/Functions | Primary Needs Addressed |
|---|---|---|
| Hospitals (Public & Private) | Admissions/Registration, Electronic Health Records (EHR) Management, Laboratory Information Systems (LIS), Radiology Information Systems (RIS), Pharmacy, Billing & Finance, Patient Scheduling | Interoperability between EHRs and LIS/RIS, streamlined patient registration and admission, accurate billing and insurance claims, improved data sharing for clinical decision-making. |
| Clinics & Health Centers | Patient Records Management, Appointment Scheduling, Basic Laboratory Testing, Medication Dispensing | Connecting smaller systems to central databases, facilitating referrals, improving data collection for public health reporting. |
| Diagnostic Laboratories | Laboratory Information Systems (LIS), Specimen Tracking, Reporting | Automated reporting of results to EHRs, improved specimen tracking, reduced manual data entry errors. |
| Pharmacies | Pharmacy Management Systems, Inventory Management, Prescription Processing | Integration with EHRs for prescription verification, streamlined dispensing, improved inventory control, facilitating drug utilization reviews. |
| Insurance Providers | Claims Processing, Member Management, Provider Network Management | Automated submission and processing of claims, verification of patient eligibility, fraud detection through data analysis. |
| Ministry of Health | Public Health Surveillance, Health Management Information Systems (HMIS), National Health Data Repository, Policy Development | Centralized data collection for disease surveillance and outbreak detection, evidence-based policy making, performance monitoring of the health sector, national health data standardization. |
| Rwanda Biomedical Centre (RBC) | Disease Surveillance, Research, Laboratory Services, Public Health Programs | Facilitating data sharing for research and program evaluation, real-time disease monitoring, efficient management of laboratory data. |
| Other Government Health Agencies | Specific public health initiatives, regulatory functions | Interoperability for targeted health programs, data sharing for regulatory compliance and oversight. |
| Healthcare IT Vendors & Developers | Developing and implementing health information systems | Ensuring their systems are compliant with HL7 standards for seamless integration with other healthcare platforms in Rwanda, providing robust interoperability solutions to their clients. |
Target Customers for HL7 Interface Coordination Service in Rwanda
- Hospitals (Public and Private)
- Clinics and Health Centers
- Diagnostic Laboratories
- Pharmacies
- Insurance Providers
- Ministry of Health
- Rwanda Biomedical Centre (RBC)
- Other Government Health Agencies
- Healthcare IT Vendors and Developers
Hl7 Interface Coordination Service Process In Rwanda
This document outlines the workflow for the HL7 Interface Coordination Service process in Rwanda, from initial inquiry to the successful execution of HL7 interface development and deployment. This service aims to facilitate seamless data exchange between healthcare facilities and the national health information system, ensuring interoperability and efficient health data management.
| Phase | Key Activities | Deliverables | Responsible Parties |
|---|---|---|---|
| Inquiry and Requirement Gathering | Initial inquiry, needs assessment, data mapping, feasibility study, formal request submission. | Needs assessment report, data mapping document, interface requirements specification, formal request approval. | Healthcare Facility, HL7 Interface Coordination Service (ICS) |
| Design and Development | Interface design, proposal review, interface development, unit testing, SIT. | Interface design proposal, approved design document, developed HL7 interface, unit test results, SIT report. | ICS, Development Team, Accredited Vendors (if applicable) |
| Testing and Validation | UAT, performance testing, security testing, national standards validation, issue resolution. | UAT report, performance test results, security test report, validation certificate, resolved issue log. | Healthcare Facility (End-users), ICS, Testing Team |
| Deployment and Go-Live | Deployment planning, production deployment, go-live support, monitoring. | Deployment plan, successful interface deployment, go-live support report, initial monitoring reports. | ICS, IT Operations Team, Healthcare Facility IT |
| Post-Deployment and Maintenance | Ongoing monitoring, maintenance, change management, decommissioning. | Regular monitoring reports, updated interface documentation, change request approvals, decommissioning report (if applicable). | ICS, Healthcare Facility IT, System Administrators |
HL7 Interface Coordination Service Workflow in Rwanda
- {"steps":["1. Initial Inquiry: A healthcare facility or stakeholder expresses interest in establishing an HL7 interface for data exchange.","2. Information Request: The HL7 Interface Coordination Service (ICS) provides an information package detailing the service, required documentation, and preliminary process steps.","3. Needs Assessment Meeting: A meeting is scheduled between the ICS team and the requesting facility to understand their specific data exchange needs, existing systems, and desired outcomes.","4. Data Mapping and Specification: The ICS team works with the facility to identify the data elements to be exchanged and define the HL7 message types and segments required. This may involve reviewing existing data dictionaries and standards.","5. Technical Feasibility Assessment: The ICS team assesses the technical capabilities of the facility's existing systems and infrastructure to determine compatibility with HL7 standards and integration requirements.","6. Formal Application/Request Submission: The facility submits a formal request document outlining the scope of the interface, data elements, anticipated message volume, and any specific technical requirements."],"title":"Phase 1: Inquiry and Requirement Gathering"}
- {"steps":["7. Interface Design Proposal: Based on the gathered requirements, the ICS team develops a detailed interface design proposal, including message structures, data transformation rules, and communication protocols.","8. Proposal Review and Approval: The facility reviews and approves the interface design proposal. Feedback and revisions are incorporated as needed.","9. Interface Development: The ICS team, or an accredited vendor, develops the HL7 interface according to the approved design. This involves configuration of middleware, development of data transformation scripts, and establishment of communication channels.","10. Unit Testing: Developers conduct unit testing on individual components of the interface to ensure they function correctly.","11. System Integration Testing (SIT): The developed interface is tested within the facility's existing systems and the target national health information system. This phase verifies end-to-end data flow and message integrity."],"title":"Phase 2: Design and Development"}
- {"steps":["12. User Acceptance Testing (UAT): End-users from the healthcare facility test the interface to ensure it meets their operational needs and that data is accurately represented and processed.","13. Performance and Security Testing: The interface undergoes performance testing to ensure it can handle the expected message volume and security testing to verify data protection measures.","14. Validation Against National Standards: The ICS team validates the interface against national HL7 implementation guides and data standards to ensure compliance.","15. Issue Resolution: Any issues identified during testing are documented, prioritized, and resolved by the development team."],"title":"Phase 3: Testing and Validation"}
- {"steps":["16. Deployment Planning: A deployment plan is created, outlining the steps for migrating the interface from the testing environment to the production environment.","17. Production Deployment: The HL7 interface is deployed into the production environment, establishing live data exchange.","18. Go-Live Support: The ICS team provides on-site or remote support during the initial go-live period to address any immediate issues and ensure smooth operation.","19. Monitoring and Validation: Continuous monitoring of the interface's performance and data flow is conducted to ensure ongoing accuracy and reliability."],"title":"Phase 4: Deployment and Go-Live"}
- {"steps":["20. Ongoing Monitoring and Maintenance: Regular monitoring of the interface for performance, errors, and security vulnerabilities is performed. Maintenance activities include updates, bug fixes, and performance tuning.","21. Change Management: Any future changes or enhancements to the interface are managed through a formal change management process, involving re-testing and re-deployment if necessary.","22. Decommissioning (if applicable): If a facility's system is retired or replaced, the HL7 interface is decommissioned following established procedures."],"title":"Phase 5: Post-Deployment and Maintenance"}
Hl7 Interface Coordination Service Cost In Rwanda
The cost of HL7 interface coordination services in Rwanda can vary significantly based on several key factors. These factors influence the complexity of the integration, the vendor's expertise, and the specific requirements of the healthcare facilities involved. Understanding these elements is crucial for accurate budgeting and successful implementation. The Rwandan healthcare sector is increasingly adopting digital solutions, making HL7 interoperability essential for seamless data exchange between disparate health information systems, such as Electronic Health Records (EHRs), Laboratory Information Systems (LIS), and Picture Archiving and Communication Systems (PACS).
| Service Component/Complexity Level | Estimated Range (RWF - Rwandan Francs) |
|---|---|
| Basic Single Interface (e.g., EHR to LIS, simple mapping, standard protocols) | 5,000,000 - 15,000,000 |
| Intermediate Multi-Interface Integration (e.g., connecting 3-4 systems with moderate complexity, custom mapping) | 15,000,000 - 40,000,000 |
| Complex Enterprise-Wide Integration (e.g., hospital network, multiple data sources, advanced workflows, high volume, real-time) | 40,000,000 - 100,000,000+ |
| Consulting & Needs Assessment (per day) | 200,000 - 600,000 |
| Custom Development/Scripting (per hour) | 50,000 - 150,000 |
| Ongoing Maintenance & Support (Annual Percentage of Project Cost) | 10% - 20% |
Key Pricing Factors for HL7 Interface Coordination Services in Rwanda:
- Scope and Complexity of Integration: This is the most significant driver of cost. Integrating a single interface between two systems is less expensive than orchestrating multiple interfaces across a network of systems. The complexity also depends on the data volume, the number of data fields to be mapped, and the real-time versus batch processing requirements.
- Number and Type of Systems Involved: Integrating with standard, well-documented systems is generally cheaper than integrating with custom-built or legacy systems that may require reverse engineering or specialized connectors.
- Vendor Expertise and Reputation: Experienced vendors with a proven track record in HL7 integrations, particularly within the Rwandan context or similar African healthcare environments, will command higher fees. Their understanding of local regulations and common challenges can expedite the process and reduce unforeseen costs.
- Customization and Development Needs: If standard HL7 configurations are insufficient and custom development is required to meet unique data exchange rules or business logic, the cost will increase.
- Data Transformation and Mapping: The effort involved in mapping data fields from one system's format to another's HL7 standard, and vice-versa, can be time-consuming and thus influence pricing. Complex transformations require more skilled personnel.
- Testing and Validation: Thorough testing is critical to ensure data accuracy and integrity. The extent and rigor of testing, including user acceptance testing (UAT), will impact the overall cost.
- Training and Support: The level of training provided to healthcare staff on how to manage and monitor the interfaces, as well as the ongoing support and maintenance agreements, will be factored into the pricing.
- Project Management: The overhead associated with managing the project, including planning, communication, and resource allocation, contributes to the overall cost.
- Licensing Fees (if applicable): Some interface engines or middleware solutions may have associated licensing costs that are passed on to the client.
- Local vs. International Vendors: While international vendors might offer specialized expertise, local Rwandan vendors might have a better understanding of the local market, regulatory landscape, and potentially lower operational costs, though this isn't always the case.
- Regulatory Compliance: Ensuring interfaces meet specific Rwandan health data regulations (if any) can add to the complexity and cost.
Affordable Hl7 Interface Coordination Service Options
Navigating the complexities of HL7 interface coordination can be a significant undertaking for healthcare organizations, often involving substantial costs. Fortunately, various affordable service options and strategic approaches exist to manage these interfaces effectively without breaking the bank. This guide explores value bundles and cost-saving strategies to empower organizations in their HL7 integration efforts.
| Cost-Saving Strategy | Description | Impact on HL7 Interface Coordination |
|---|---|---|
| Standardization and Reusability | Developing reusable interface components and adhering to industry standards reduces custom development time and complexity. | Lower development costs, faster deployment, simplified maintenance. |
| Leveraging Cloud-Based Solutions | Utilizing cloud-hosted integration engines and managed services can reduce infrastructure costs and offer scalability. | Reduced hardware investment, predictable operational expenses, easier scaling. |
| Phased Implementation | Rolling out interfaces in stages allows for better resource allocation and budget management. | Distributes costs over time, allows for early ROI, minimizes risk. |
| Automation of Testing and Monitoring | Implementing automated tools for interface testing and proactive monitoring reduces manual effort and identifies issues early. | Reduced labor costs, minimized downtime, improved data integrity. |
| Open-Source Integration Engines | Exploring open-source integration engines can eliminate licensing fees, though support and maintenance require internal expertise or external contracts. | Potentially significant software cost savings, requires careful evaluation of support needs. |
| Partnerships with Specialized Vendors | Collaborating with vendors specializing in HL7 integration can provide access to expertise and cost-effective solutions. | Access to specialized skills, potentially better pricing due to vendor volume. |
| Data Mapping Optimization | Efficiently mapping data elements between systems reduces the complexity and development time of interfaces. | Faster development cycles, fewer errors, improved data accuracy. |
Key Value Bundles for Affordable HL7 Interface Coordination
- Managed Services Packages: These often include a combination of interface development, ongoing monitoring, maintenance, troubleshooting, and support, providing a predictable monthly cost. They are ideal for organizations seeking to offload the day-to-day operational burden.
- Project-Based Implementations: For specific interface needs (e.g., integrating a new EMR module, connecting to a lab system), project-based services offer a defined scope and budget. This allows for targeted investment without long-term commitments.
- Template/Framework-Based Solutions: Leveraging pre-built interface templates and frameworks for common integration scenarios (e.g., ADT, ORU, ORM messages) can significantly reduce development time and cost. These solutions often come with a lower upfront investment and faster deployment.
- Consulting & Advisory Services: For organizations with in-house capabilities but requiring expert guidance, consulting services can provide strategic planning, best practice recommendations, and knowledge transfer, empowering internal teams to manage interfaces more efficiently.
- Hybrid Models: Combining elements of managed services with project-based work or in-house management can offer flexibility and cost optimization. This allows organizations to outsource specific tasks while retaining control over others.
Verified Providers In Rwanda
In Rwanda's evolving healthcare landscape, identifying trusted and competent medical professionals is paramount. Verified providers offer a crucial layer of assurance, guaranteeing adherence to rigorous standards and ethical practices. Among these, Franance Health stands out as a premier choice, distinguishing itself through its unwavering commitment to quality, extensive credentialing processes, and a patient-centric approach. This document outlines why Franance Health credentials represent the best choice for individuals seeking reliable healthcare in Rwanda.
| Credentialing Area | Franance Health Verification Standard | Benefit to Patients |
|---|---|---|
| Medical License | Up-to-date, verified with Rwanda's Ministry of Health | Ensures legal and authorized practice |
| Specialty Board Certification | Verified through recognized national/international bodies | Confirms expertise in a specific medical field |
| Continuing Medical Education (CME) | Mandatory participation with documented proof | Guarantees knowledge of current medical practices |
| Work Experience & References | Thorough review of previous employment and peer feedback | Provides insight into practical skills and professional reputation |
| Criminal Background Check | Comprehensive checks conducted | Ensures patient safety and security |
| Professional Liability Insurance | Verified coverage | Protects patients in case of unforeseen circumstances |
Why Franance Health Credentials Mean the Best Choice:
- Rigorous Vetting and Credentialing: Franance Health employs a multi-faceted verification process that goes beyond basic licensing. This includes in-depth background checks, peer reviews, and verification of specialized training and experience.
- Commitment to Continuous Professional Development: All Franance Health affiliated providers are required to engage in ongoing education and training, ensuring they remain at the forefront of medical advancements and best practices.
- Adherence to Ethical and Professional Standards: Franance Health strictly enforces a code of conduct, prioritizing patient well-being, confidentiality, and respectful care.
- Patient-Centric Care Philosophy: Verified Franance Health providers are dedicated to understanding individual patient needs and providing personalized, compassionate, and effective treatment plans.
- Access to a Network of Excellence: Choosing Franance Health means gaining access to a curated network of highly skilled and reputable healthcare professionals across various specialties.
- Enhanced Patient Safety and Trust: The verification process significantly reduces the risk of unqualified practitioners, fostering a secure and trustworthy healthcare environment for all.
Scope Of Work For Hl7 Interface Coordination Service
This Scope of Work (SOW) outlines the services provided for the coordination and implementation of HL7 (Health Level Seven) interfaces. The objective is to ensure seamless and standardized data exchange between disparate healthcare systems. This document details the technical deliverables and standard specifications to be adhered to throughout the project lifecycle. The service will encompass the entire process from initial analysis and design to testing, deployment, and ongoing support.
| Phase | Key Activities | Technical Deliverables | Standard Specifications |
|---|---|---|---|
| Identify systems requiring integration. Define data elements, message types, and communication protocols. Document current workflows. Assess existing infrastructure. | Interface Requirements Document. Data Mapping Specifications. Workflow Diagrams. Existing Infrastructure Assessment Report. | HL7 V2.x or FHIR (Fast Healthcare Interoperability Resources) standards as applicable. HIPAA Security Rule. Relevant industry best practices. |
| Design interface architecture. Define data transformation rules. Develop message exchange patterns. Create interface specifications. Plan for error handling and logging. | Interface Design Document. Data Transformation Logic. Message Exchange Patterns Document. Detailed Interface Specifications. Error Handling and Logging Strategy. | HL7 V2.x Segment/Field definitions. FHIR Resource models. Interface protocol standards (e.g., MLLP, REST). Security protocols (e.g., TLS/SSL). |
| Develop/configure interface engines. Implement data mapping and transformation logic. Build interface connectors. Set up message routing. Develop unit tests. | Developed Interface Code/Configuration. Unit Test Results. Interface Connectors. Message Routing Configurations. | Adherence to HL7 V2.x/FHIR message structures. Coding standards. Version control protocols. |
| Conduct unit testing. Perform integration testing between systems. Execute end-to-end testing. Validate data accuracy and completeness. Conduct user acceptance testing (UAT). | Test Plans and Scenarios. Integration Test Reports. End-to-End Test Results. UAT Sign-off. Data Validation Reports. | HL7 conformance testing tools. Validation against defined data mapping and business rules. |
| Deploy interfaces to production environment. Monitor interface performance. Provide initial post-go-live support. Develop training materials. | Production Interface Deployment. Go-Live Support Plan. Performance Monitoring Reports. User Training Materials. | Production environment configuration standards. Change management procedures. |
| Provide ongoing monitoring. Troubleshoot and resolve interface issues. Implement interface updates and enhancements. Document all changes and updates. | Regular Performance Monitoring Reports. Issue Resolution Logs. Change Request Logs. Updated Interface Documentation. | Defined Service Level Agreements (SLAs). Versioning and release management for interfaces. |
Key Objectives of HL7 Interface Coordination Service
- Establish standardized data flow between identified healthcare systems.
- Ensure data integrity, security, and privacy in accordance with HIPAA and other relevant regulations.
- Minimize manual data entry and associated errors.
- Improve operational efficiency and patient care through timely data access.
- Facilitate interoperability and future system integrations.
Service Level Agreement For Hl7 Interface Coordination Service
This Service Level Agreement (SLA) outlines the guaranteed response times and uptime for the HL7 Interface Coordination Service. It defines the expected performance standards and the remedies available to the Customer in case of non-compliance.
| Service Component | Uptime Guarantee (during Service Hours) | Response Time Guarantee (for support requests) | Downtime Remediation (Credit) |
|---|---|---|---|
| Core HL7 Message Routing and Translation | 99.9% Uptime | Within 15 minutes for critical incidents (acknowledgement) | 5% of monthly service fee for every 30 minutes of unscheduled downtime beyond 4 hours in a calendar month. |
| Interface Monitoring and Alerting | 99.5% Uptime | Within 30 minutes for major incidents (acknowledgement) | 2% of monthly service fee for every 1 hour of unscheduled downtime beyond 8 hours in a calendar month. |
| Data Archiving and Retrieval | 99.8% Uptime | Within 1 hour for standard support requests (acknowledgement) | 1% of monthly service fee for every 2 hours of unscheduled downtime beyond 16 hours in a calendar month. |
| Connection Status and Health Checks | 99.9% Uptime | N/A (automated monitoring) | N/A |
Key Definitions
- HL7 Interface Coordination Service: The service provided to manage, monitor, and facilitate the seamless exchange of healthcare data using HL7 standards between disparate systems.
- Service Hours: The hours during which the HL7 Interface Coordination Service is available and supported. (e.g., 24x7x365, Business Hours [Mon-Fri, 9 AM - 5 PM Local Time]).
- Downtime: Any period during Service Hours when the HL7 Interface Coordination Service is unavailable to the Customer.
- Response Time: The time taken for the HL7 Interface Coordination Service to acknowledge and begin processing a request after it has been received.
- Uptime: The percentage of time the HL7 Interface Coordination Service is available and operational during Service Hours.
- Critical Incident: An event that causes a complete outage of the HL7 Interface Coordination Service or a significant degradation of its core functionality, impacting the ability to exchange critical patient data.
- Major Incident: An event that causes a significant disruption to the HL7 Interface Coordination Service, impacting a substantial subset of its functionality or users, but not a complete outage.
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