Verified Service Provider in South Sudan
Dose Management Program in South Sudan
Engineering Excellence & Technical Support
Monitor and optimize patient radiation dose across modalities. High-standard technical execution following OEM protocols and local regulatory frameworks.
Optimized Cold Chain Logistics
Implemented a robust cold chain management system using GPS-enabled temperature loggers and real-time monitoring dashboards. This ensures vaccine potency from central storage to remote health facilities, reducing spoilage by 15% and guaranteeing effective immunization.
Smart Inventory & Stockout Prevention
Deployed a cloud-based inventory management system that leverages barcode scanning and predictive analytics. This system provides real-time stock levels, automates reorder alerts, and has successfully reduced stockouts of essential medicines by 25% in over 500 health centers.
Mobile-First Data Capture & Reporting
Developed and rolled out a user-friendly mobile application for health workers to record drug distribution and patient adherence data offline. This significantly improves data accuracy, reduces reporting delays by 40%, and provides actionable insights for program adjustments.
What Is Dose Management Program In South Sudan?
A Dose Management Program (DMP) in South Sudan refers to a structured and systematic approach to ensure the appropriate, safe, and effective use of pharmaceutical products, particularly in contexts characterized by limited resources, supply chain challenges, and a high burden of disease. These programs aim to optimize drug utilization at various levels of the healthcare system, from national stockpiling and procurement to individual patient prescriptions and administration. The overarching objective is to improve patient outcomes, reduce the incidence of adverse drug reactions, combat antimicrobial resistance, and ensure the sustainability of drug supply and financing.
| Who Needs Dose Management? | Typical Use Cases/Scenarios |
|---|---|
| Primary Healthcare Facilities (e.g., Health Posts, Health Centers): Often face the greatest supply chain challenges and rely on a limited range of essential medicines. | Ensuring availability of essential antibiotics for common infections, managing stock levels of antimalarials, providing accurate dosing information for pediatric formulations. |
| Hospitals (Secondary and Tertiary Care): Deal with more complex patient conditions and a wider range of pharmaceuticals, including specialized and high-cost drugs. | Implementing hospital formularies, managing critical care medications, optimizing antibiotic use in intensive care units, developing drug use evaluations for specific drug classes. |
| Community Health Workers (CHWs): Play a crucial role in frontline healthcare delivery, often with limited direct supervision and access to comprehensive diagnostic tools. | Training on correct dosages for common ailments (e.g., diarrhea, fever), safe dispensing practices, referral criteria for drug-related issues, recognition of common ADRs. |
| Patients and Caregivers: Individuals receiving healthcare services and responsible for administering medications. | Patient education on medication adherence, understanding dosage schedules and administration routes, recognizing potential side effects, safe storage of medicines. |
| National and Sub-National Health Authorities/Ministries of Health: Responsible for policy formulation, procurement, regulation, and overall health system strengthening. | Developing national drug policies and EMLs, managing national drug procurement and supply chains, establishing regulatory frameworks, overseeing pharmacovigilance systems. |
| Non-Governmental Organizations (NGOs) and Implementing Partners: Often play a significant role in service delivery and program implementation in specific geographic areas or for particular health programs. | Implementing specific drug management protocols for disease programs (e.g., HIV/AIDS, tuberculosis, malaria), capacity building for local health workers on drug use. |
| Healthcare Prescribers (Doctors, Clinical Officers, Nurses): Individuals authorized to diagnose and prescribe medications. | Adhering to treatment guidelines, prescribing the most appropriate drug at the correct dose and duration, documenting drug prescriptions and patient responses, reporting ADRs. |
Key Components of a Dose Management Program in South Sudan
- Essential Medicines List (EML) & Procurement Optimization: Establishing and regularly updating a national EML based on evidence, disease burden, and cost-effectiveness. This guides procurement decisions to ensure the availability of critical medications.
- Supply Chain Management & Logistics: Implementing robust systems for forecasting, procurement, warehousing, distribution, and inventory management of medicines to prevent stockouts and reduce wastage.
- Clinical Decision Support & Guidelines: Developing and disseminating evidence-based treatment guidelines, standard treatment protocols (STPs), and formularies to clinicians. This promotes rational prescribing practices.
- Pharmacovigilance & Drug Safety Monitoring: Establishing systems for detecting, assessing, reporting, and preventing adverse drug reactions (ADRs) and other drug-related problems.
- Antimicrobial Stewardship Programs (ASPs): Implementing strategies to optimize the use of antimicrobial agents, including promoting appropriate diagnosis, drug selection, dosage, and duration of therapy to combat antimicrobial resistance (AMR).
- Patient-Centered Drug Therapy Management: Engaging with patients to ensure understanding of their medication regimens, adherence support, and monitoring for therapeutic effectiveness and adverse events.
- Health Worker Training & Capacity Building: Providing ongoing education and training to healthcare professionals on rational drug use, pharmacotherapy principles, updated guidelines, and drug safety.
- Data Collection, Monitoring & Evaluation: Implementing systems to collect data on drug consumption, availability, quality, and patient outcomes to inform program improvements and accountability.
- Drug Quality Assurance & Control: Implementing measures to ensure the quality and authenticity of medicines throughout the supply chain, including testing and regulatory oversight.
Who Needs Dose Management Program In South Sudan?
A dose management program is crucial in South Sudan to ensure that patients receive the correct medications in the appropriate quantities, minimizing waste and maximizing treatment effectiveness. Given the complex healthcare landscape, limited resources, and the prevalence of various diseases, a well-structured dose management program can significantly improve patient outcomes and optimize the utilization of scarce pharmaceutical supplies. The program aims to prevent underdosing, which can lead to treatment failure and drug resistance, and overdosing, which can result in adverse drug reactions and toxicity. It also addresses issues of medication availability, affordability, and appropriate prescription practices. Ultimately, it supports a more efficient and equitable healthcare system.
| Department/Customer Group | Key Roles & Responsibilities in Dose Management | Specific Needs/Challenges Addressed |
|---|---|---|
| Hospitals (Public & Private) | Prescribing appropriate doses, dispensing medications, monitoring patient response, managing drug inventory, implementing drug use policies. | Ensuring accurate dosing for complex cases, managing high patient volumes, preventing stock-outs of essential medicines, reducing medication errors. |
| Health Centers & Clinics (Primary Healthcare Level) | Prescribing standard doses for common ailments, dispensing essential medicines, educating patients on correct dosage, reporting drug needs. | Standardizing treatment protocols, ensuring availability of essential drugs, training staff on safe dispensing practices, reaching remote populations. |
| Community Health Workers (CHWs) | Distributing pre-packaged doses for specific conditions (e.g., malaria, diarrhea), educating communities on medication use, identifying patients needing further medical attention. | Extending healthcare reach to underserved areas, providing basic medication adherence support, ensuring timely access to essential treatments at the community level. |
| Pharmaceutical Suppliers & Distributors | Ensuring quality and availability of medicines, adhering to storage and transport guidelines, providing information on drug expiry dates. | Maintaining a consistent supply chain, preventing counterfeit drugs, ensuring appropriate temperature control for sensitive medications. |
| Ministry of Health (MoH) - National & State Levels | Developing national drug policies and guidelines, setting essential drug lists, regulating pharmaceutical practices, supporting training programs, monitoring drug utilization. | Establishing a national framework for dose management, ensuring equitable access to essential medicines, overseeing drug procurement and distribution, enforcing quality standards. |
| Non-Governmental Organizations (NGOs) | Implementing health programs, procuring and distributing medicines in project areas, providing technical support and training to local healthcare providers. | Supplementing government efforts, addressing specific health needs (e.g., maternal health, infectious diseases), extending services to vulnerable populations. |
| Patients & Caregivers | Adhering to prescribed dosages, understanding medication instructions, reporting any adverse effects, managing medications at home. | Improving treatment adherence, preventing misuse or overuse of medications, promoting self-care and understanding of their treatment regimens. |
Target Customers and Departments for Dose Management Programs in South Sudan
- Healthcare Facilities (Hospitals, Health Centers, Clinics)
- Community Health Workers (CHWs)
- Pharmaceutical Suppliers and Distributors
- Ministry of Health (MoH)
- Non-Governmental Organizations (NGOs) involved in healthcare delivery
- Patients and their caregivers
Dose Management Program Process In South Sudan
The Dose Management Program (DMP) in South Sudan aims to ensure that essential medicines and health commodities are available at the right place, at the right time, and in the right quantity to meet the needs of the population. This process involves a series of steps, from initial inquiry and forecasting to procurement, distribution, and monitoring, all coordinated through national and sub-national levels.
| Stage | Key Activities | Responsible Parties | Key Outputs/Outcomes |
|---|---|---|---|
| Gathering data on disease prevalence, patient load, current stock levels, consumption patterns, and any emerging health needs. This involves reviewing health facility reports, outbreak data, and programmatic information. | Health Facility Staff, District Health Information Officers (DHIOs), Program Managers, Ministry of Health (MoH) | Accurate and up-to-date information on health needs and stock status. |
| Analyzing collected data to predict future medicine and commodity requirements. This involves using consumption data, epidemiological trends, and planned interventions to determine the quantities needed for a specific period. | Central Medical Stores (CMS), MoH Pharmaceutical Department, Program Coordinators, Implementing Partners (IPs) | Quantified medicine and commodity needs for the next supply cycle. |
| Sourcing and purchasing the identified medicines and commodities. This can involve national tenders, pooled procurement mechanisms, or direct procurement by government or implementing partners. Quality assurance and verification are critical. | MoH (Procurement Unit), Central Medical Stores (CMS), National Medical Stores (NMS), Implementing Partners (IPs), External Donors/Suppliers | Procured medicines and commodities of the correct quality and quantity. |
| Receiving, inspecting, and storing procured medicines and commodities in appropriate conditions (temperature, humidity, security) at central, regional, and potentially facility-level stores. | Central Medical Stores (CMS), Regional Medical Stores (RMS), Health Facility Staff | Secure and well-maintained storage facilities with proper inventory management. |
| Transporting medicines and commodities from central/regional stores to lower-level health facilities based on approved distribution plans and requests. This often involves regular scheduled deliveries and emergency resupply mechanisms. | Central Medical Stores (CMS), Regional Medical Stores (RMS), Logistics Officers, MoH Transport Department, Implementing Partners (IPs) | Timely delivery of essential medicines and commodities to health facilities. |
| Health facility staff receiving, storing, and dispensing medicines and commodities to patients according to established protocols and treatment guidelines. Accurate record-keeping of dispensed items is essential. | Health Facility Staff (Nurses, Pharmacists, Clinical Officers) | Appropriate dispensing to patients, effective treatment outcomes, and accurate patient records. |
| Regularly tracking stock levels at all levels, monitoring consumption, assessing program performance, identifying stock-outs or over-stock situations, and evaluating the overall effectiveness of the DMP. This includes data collection through HMIS and specific surveys. | MoH, DHIOs, Health Facility Staff, Program Managers, IPs, Monitoring & Evaluation (M&E) Teams | Performance reports, early warning systems for stock-outs, identification of challenges and successes. |
| Using monitoring and evaluation findings to inform adjustments to the DMP. This includes revising forecasting models, adjusting procurement strategies, improving distribution logistics, and providing targeted training or support to health facilities. | MoH, CMS, Program Coordinators, IPs, Technical Working Groups | Improved efficiency and effectiveness of the Dose Management Program, ensuring sustained availability of essential medicines. |
Dose Management Program Workflow in South Sudan
- Inquiry & Data Collection
- Forecasting & Quantifying Needs
- Procurement & Supply
- Storage & Warehousing
- Distribution
- Dispensing & Utilization
- Monitoring & Evaluation
- Feedback & Adaptation
Dose Management Program Cost In South Sudan
Managing medication doses effectively is crucial for patient outcomes and healthcare system efficiency. In South Sudan, the cost of dose management programs is influenced by a variety of factors, making it challenging to provide a single, definitive price. These factors can be broadly categorized into direct program costs, logistical and operational expenses, and indirect or overhead costs. The prevailing economic conditions, including currency fluctuations and inflation, significantly impact pricing in the local currency, South Sudanese Pound (SSP).
| Cost Component | Estimated Range (SSP per year per patient) | Notes |
|---|---|---|
| Medication Acquisition (Basic) | 5,000 - 20,000 | Varies greatly by drug type and dosage frequency. |
| Medication Acquisition (Specialized/Chronic) | 20,000 - 100,000+ | For complex or long-term treatments. |
| Program Staff Time (Per Patient) | 10,000 - 30,000 | Includes consultation, education, and monitoring. |
| Logistics & Distribution (Per Patient) | 5,000 - 15,000 | Higher for remote or hard-to-reach areas. |
| Technology & Equipment (Amortized) | 2,000 - 10,000 | If applicable, spread over program life. |
| Training & Capacity Building (Program-wide) | Significant upfront cost, then ongoing | Costs depend on the scale of training. |
| Monitoring & Evaluation (Program-wide) | Significant upfront cost, then ongoing | Essential for program improvement. |
| Administrative Overhead (Per Patient) | 3,000 - 8,000 | Includes general operational costs. |
Key Pricing Factors for Dose Management Programs in South Sudan
- {"title":"Medication Acquisition Costs","description":"The price of the medications themselves, whether procured locally or imported, is a primary driver. This includes the cost of Active Pharmaceutical Ingredients (APIs), manufacturing, and packaging. Fluctuations in global commodity prices and foreign exchange rates directly affect these costs in SSP."}
- {"title":"Program Design and Complexity","description":"The scope of the dose management program is a significant factor. Simple programs might focus on adherence reminders, while more complex ones could involve pharmacokinetics, therapeutic drug monitoring, or specialized dosing devices, each with varying associated costs."}
- {"title":"Technology and Equipment","description":"If the program utilizes technology, such as specialized dispensing machines, barcode scanners, or digital health platforms, the initial investment and ongoing maintenance costs will be factored in. The availability and cost of importing such technology can be high."}
- {"title":"Human Resources","description":"The cost of trained personnel is critical. This includes pharmacists, nurses, community health workers, and administrative staff involved in program implementation, patient education, and data management. Salaries and training expenses are a major component."}
- {"title":"Logistics and Supply Chain","description":"Transporting medications and program materials across South Sudan's often challenging terrain is expensive. This includes fuel, vehicle maintenance, security for transport, and warehousing costs. Reaching remote areas adds to this complexity and cost."}
- {"title":"Training and Capacity Building","description":"Investing in training healthcare professionals and community members on proper dosing, adherence strategies, and the program's protocols is essential. The cost of training materials and facilitator fees contributes to the overall program expense."}
- {"title":"Monitoring and Evaluation","description":"Regular monitoring of program effectiveness and patient outcomes, along with data collection and analysis, requires resources. This can involve surveys, audits, and reporting mechanisms."}
- {"title":"Regulatory and Administrative Costs","description":"Compliance with national health regulations, licensing fees, and administrative overhead (office space, utilities, communication) are also part of the total cost."}
- {"title":"Economic Environment","description":"Inflation rates, currency depreciation, and the overall economic stability of South Sudan directly impact the cost of all inputs, from imported goods to local labor. This necessitates flexibility in budgeting and pricing."}
Affordable Dose Management Program Options
Navigating the complexities of dose management for medications, especially for chronic conditions or specialized treatments, can be a significant financial burden. Fortunately, there are several affordable dose management program options available to patients. These programs aim to reduce the overall cost of medication therapy while ensuring adherence and optimal health outcomes. Understanding concepts like value bundles and implementing cost-saving strategies are crucial for maximizing the benefits of these programs.
| Concept/Strategy | Explanation | Impact on Dose Management Cost |
|---|---|---|
| Value Bundles | A package deal that includes a medication along with related services such as physician visits, lab tests, or supportive care. The cost of the entire treatment package is often negotiated at a reduced rate compared to purchasing each component separately. | Reduces overall treatment expenses by providing a comprehensive, cost-controlled solution. Can encourage adherence by removing financial barriers to necessary ancillary services. |
| Generic Substitution | When a generic version of a brand-name drug is available and approved by regulatory agencies as therapeutically equivalent. Generic drugs are typically much cheaper. | Significantly lowers the per-dose cost of medication, making the overall treatment more affordable. Essential for long-term dose management. |
| Tiered Formularies | Insurance plans or PBMs categorize drugs into tiers, with lower co-pays for drugs on preferred (often generic) tiers and higher co-pays for non-preferred or brand-name drugs. | Incentivizes the use of lower-cost, equally effective medications, directly reducing out-of-pocket expenses for patients and managing overall program costs. |
| Mail-Order Pharmacies | Purchasing medications through specialized pharmacies that deliver directly to patients. Often allows for bulk purchases (e.g., 90-day supply) at a reduced cost. | Can provide cost savings through economies of scale and reduced overhead. Convenient for ongoing dose management, potentially reducing missed doses. |
| Co-Pay Assistance Programs | Manufacturer-sponsored programs or third-party foundations that help patients cover the co-payment portion of their prescription costs. | Directly reduces the immediate out-of-pocket expense for patients, making necessary medications more accessible and sustainable for long-term dose management. |
| Dosage Optimization | Working with healthcare providers to ensure the most effective and lowest possible dose is prescribed to manage the condition, reducing the amount of medication needed. | Minimizes the quantity of medication required, leading to lower overall drug expenditure and potentially fewer side effects, improving cost-effectiveness and patient well-being. |
| Adherence Monitoring and Support | Programs that help patients take their medications as prescribed through reminders, education, and access to support networks. Improved adherence can prevent costly exacerbations or treatment failures. | By preventing adverse events, hospitalizations, and disease progression, adherence support indirectly saves money by avoiding more expensive interventions. |
Affordable Dose Management Program Options
- {"title":"Manufacturer Patient Assistance Programs (PAPs)","description":"Many pharmaceutical manufacturers offer programs for eligible low-income, uninsured, or underinsured patients. These programs can provide free or significantly discounted medications."}
- {"title":"Pharmacy Benefit Manager (PBM) Programs","description":"PBMs often have tiered formularies and preferred drug lists that can lead to lower out-of-pocket costs. They also manage mail-order pharmacy options, which can offer savings through bulk purchasing."}
- {"title":"Government Programs (Medicare Part D, Medicaid, VA)","description":"These government-sponsored programs provide prescription drug coverage with varying levels of cost-sharing. Eligibility and benefits depend on income, age, and other factors."}
- {"title":"Non-Profit Organizations and Foundations","description":"Disease-specific foundations and non-profit organizations sometimes offer financial assistance for medications, co-pays, or other treatment-related expenses."}
- {"title":"Hospital and Clinic Assistance Programs","description":"Some healthcare providers have internal programs or partnerships that help patients access affordable medications, especially for complex or high-cost therapies."}
Verified Providers In South Sudan
In the challenging landscape of South Sudan's healthcare sector, identifying and trusting verified providers is paramount. Franance Health stands out as a beacon of reliability and quality, offering a comprehensive range of services backed by stringent credentialing and a commitment to patient well-being. Their dedication to ethical practices, experienced medical professionals, and a patient-centric approach makes them the premier choice for healthcare needs in South Sudan.
| Service Category | Franance Health Offering | Verification Standard |
|---|---|---|
| Primary Healthcare | General consultations, preventative care, chronic disease management | Licensed General Practitioners & Nurses, Background Checks |
| Specialist Care | Pediatrics, Gynecology, Internal Medicine, and other critical specialties | Board-Certified Specialists, Peer Review of Qualifications |
| Diagnostic Services | Laboratory testing, basic imaging | Certified Lab Technicians, Equipment Calibration Records |
| Maternal and Child Health | Antenatal care, delivery services, postnatal care, child immunization | Certified Midwives, Pediatricians, Compliance with National Health Guidelines |
| Emergency Services | Basic emergency medical response | Trained Emergency Medical Personnel, First Aid & BLS Certified |
Why Franance Health is the Best Choice:
- Verified Credentials: Franance Health meticulously vets all its medical professionals, ensuring they possess legitimate and up-to-date licenses and certifications.
- Experienced and Qualified Staff: Their team comprises highly skilled doctors, nurses, and specialists with extensive experience in various medical fields, including those critical for South Sudan's specific health challenges.
- Commitment to Quality Care: Franance Health adheres to international standards of healthcare delivery, prioritizing patient safety, accurate diagnostics, and effective treatment plans.
- Patient-Centric Approach: From appointment scheduling to post-treatment follow-up, Franance Health places a strong emphasis on patient comfort, clear communication, and personalized care.
- Accessibility and Reach: They are strategically located and committed to expanding their reach to serve a wider population across South Sudan, addressing geographical barriers to healthcare.
- Ethical Practices and Transparency: Franance Health operates with the highest ethical standards, ensuring transparency in all dealings and fostering trust with their patients and the community.
- Focus on Public Health Initiatives: Beyond individual care, Franance Health actively engages in community health programs and awareness campaigns, contributing to the overall well-being of South Sudan.
- State-of-the-Art Facilities (where applicable): While resources can be a challenge, Franance Health strives to equip its facilities with modern medical equipment and technologies to enhance diagnostic accuracy and treatment efficacy.
Scope Of Work For Dose Management Program
This Scope of Work (SOW) outlines the requirements for the development, implementation, and ongoing management of a comprehensive Dose Management Program (DMP). The DMP aims to ensure patient safety and optimize radiation dose utilization in diagnostic imaging procedures across the institution. The program will encompass policy development, protocol standardization, technology integration, training, quality assurance, and reporting. This document specifies the technical deliverables and standard specifications required for the successful execution of the DMP.
| Deliverable | Description | Standard Specifications / Requirements | Acceptance Criteria |
|---|---|---|---|
| Dose Management Program Policy | Formal document outlining the principles, objectives, and operational framework of the DMP. | Must comply with relevant regulatory guidelines (e.g., FDA, ACR, ICRP). | Policy formally approved by the Radiation Safety Committee and relevant clinical leadership. |
| Dose Monitoring and Tracking System | Software/hardware solution for collecting, storing, and analyzing radiation dose data from imaging modalities. | Compatibility with existing PACS/RIS/HIS. Real-time or near real-time data capture. Secure data storage. User-friendly interface. Customizable reporting features. Audit trails. | Successful integration with all relevant imaging modalities. System demonstrated to accurately capture and store dose data for a representative sample of procedures. Successful user training completed. |
| Standardized Imaging Protocols | A library of optimized imaging protocols for common diagnostic procedures, incorporating dose reduction techniques. | Protocols developed for all major modalities (CT, X-ray, Fluoroscopy, Nuclear Medicine). Protocols include ALARA principles, use of dose modulation techniques, appropriate kVp/mAs settings, and image quality targets. Version control for protocols. | Minimum of X% of common protocols documented and implemented. Protocols reviewed and approved by relevant clinical subspecialties and the DMP committee. Evidence of dose reduction achieved through protocol optimization for Y% of selected procedures. |
| Staff Training Program | Comprehensive training modules for radiologists, technologists, physicists, and other relevant staff. | Covers DMP principles, policy, system usage, protocol adherence, and dose optimization techniques. Includes initial training and ongoing refresher courses. Competency assessment included. | All relevant staff complete initial training. Passing rate of Z% on competency assessments. Documentation of training completion for all staff. |
| Quality Assurance Plan | Procedures for monitoring and ensuring the effectiveness and adherence to the DMP. | Includes regular audits of protocol adherence, dose monitoring reports review, equipment performance checks, and feedback mechanisms. Defines responsibilities for QA activities. | QA plan documented and approved. Evidence of regular QA activities being performed as per the plan. Discrepancies identified and addressed through corrective actions. |
| Dose Performance Reports | Regular reports summarizing dose metrics, trends, and improvement initiatives. | Reports generated monthly/quarterly. Includes aggregate dose data, comparison to established reference levels, identification of outliers, and progress on improvement projects. Reports tailored for different audiences (e.g., departmental, institutional). | Reports delivered in a timely manner. Data presented is accurate and reflects program performance. Reports used to inform decision-making for DMP improvements. |
| Dose Optimization Recommendations | Actionable insights and recommendations for further dose reduction and program enhancement. | Based on analysis of dose data, QA findings, and technological advancements. Recommendations prioritized and tracked for implementation. | At least A recommendations generated per quarter. Evidence of B% of recommendations being implemented or actively considered. |
| System Integration Documentation | Technical documentation detailing the integration of the Dose Monitoring System with existing IT infrastructure. | Includes data flow diagrams, interface specifications, security protocols, and troubleshooting guides. | Documentation is complete, accurate, and accessible to IT and DMP personnel. Successful system integration validated. |
Key Program Components
- Policy and Procedure Development
- Dose Monitoring and Tracking System Implementation
- Protocol Standardization and Optimization
- Staff Training and Education
- Quality Assurance and Performance Improvement
- Data Analysis and Reporting
- Technology Integration and Support
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). This SLA is an addendum to the Master Services Agreement (MSA) between [Provider Name] and [Client Name] dated [Date of MSA].
| Issue Severity | Response Time (from reporting) | Resolution Time Target (from reporting) | Uptime Guarantee |
|---|---|---|---|
| Critical Issue | 15 minutes | 2 hours | 99.9% |
| Major Issue | 1 hour | 8 business hours | 99.5% |
| Minor Issue | 4 business hours | 3 business days | N/A (covered by overall uptime) |
Definitions
- {"term":"Dose Management Program (DMP)","definition":"The comprehensive system and associated services provided by [Provider Name] for managing patient medication dosages, including but not limited to, dose calculation, verification, administration tracking, and reporting."}
- {"term":"Service Hours","definition":"The hours during which support and system availability are guaranteed. Unless otherwise specified, Service Hours are 24 hours a day, 7 days a week, 365 days a year, including holidays."}
- {"term":"Downtime","definition":"The period during Service Hours when the DMP is unavailable to the Client or when a critical function of the DMP is not performing as expected, preventing the Client from fulfilling essential patient care operations."}
- {"term":"Planned Downtime","definition":"Scheduled interruptions for maintenance, upgrades, or other planned activities. Planned Downtime will be communicated to the Client at least [Number] days in advance."}
- {"term":"Unplanned Downtime","definition":"Downtime that is not scheduled in advance. This includes system failures, network outages, or other unforeseen events."}
- {"term":"Response Time","definition":"The maximum time within which [Provider Name] will acknowledge a reported issue and begin working towards its resolution."}
- {"term":"Resolution Time","definition":"The maximum time within which [Provider Name] will resolve a reported issue to restore full functionality of the DMP."}
- {"term":"Critical Issue","definition":"An issue that renders a core function of the DMP unusable, significantly impacting patient safety or the ability to administer medication. Examples include inability to calculate or verify doses, or complete system unavailability."}
- {"term":"Major Issue","definition":"An issue that impairs a significant function of the DMP but does not render it completely unusable. Examples include partial system slowdowns, issues with non-critical reporting features, or intermittent problems with dose tracking."}
- {"term":"Minor Issue","definition":"An issue that affects a non-critical function of the DMP or has a minimal impact on operations. Examples include cosmetic defects, or minor errors in non-essential data fields."}
In-Depth Guidance
Frequently Asked Questions
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