Verified Service Provider in Togo
Dose Management Program in Togo
Engineering Excellence & Technical Support
Monitor and optimize patient radiation dose across modalities. High-standard technical execution following OEM protocols and local regulatory frameworks.
Real-time Stock Monitoring
Leveraging a cloud-based platform for immediate tracking of medication stock levels at health facilities, enabling proactive replenishment and preventing stockouts of essential drugs.
Barcode-Enabled Dispensing
Implementing barcode scanning at dispensing points to ensure accurate patient identification and medication assignment, minimizing prescription errors and improving patient safety.
Data Analytics for Demand Forecasting
Utilizing historical dispensing data to generate predictive models for drug demand, optimizing procurement strategies and ensuring efficient resource allocation across the healthcare system.
What Is Dose Management Program In Togo?
A Dose Management Program (DMP) in Togo is a structured, evidence-based intervention designed to optimize the selection, administration, and monitoring of pharmaceutical products, particularly those with a narrow therapeutic index, high risk of toxicity, or significant economic implications. The primary objective is to ensure safe, effective, and cost-efficient use of medications within the Togolese healthcare system. This involves a multidisciplinary approach, leveraging clinical expertise, pharmacovigilance data, and national health policies to guide prescribing and dispensing practices. The program aims to mitigate medication-related adverse events, prevent drug resistance (where applicable), improve treatment outcomes, and manage healthcare expenditures related to pharmaceuticals.
| Who Needs Dose Management Program Services? | Typical Use Cases | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Patients with chronic diseases requiring long-term medication (e.g., hypertension, diabetes, HIV/AIDS, malaria). | Management of chronic conditions to ensure consistent efficacy and minimize long-term complications due to suboptimal dosing. | Patients receiving medications with a high risk of adverse events (e.g., anticoagulants, immunosuppressants, chemotherapy agents). | Minimizing toxicity and maximizing therapeutic benefit in high-risk patient populations. | Individuals prescribed medications with a narrow therapeutic index (e.g., certain antibiotics, anti-epileptics). | Ensuring therapeutic drug levels are maintained within the effective range to prevent treatment failure or toxicity. | Populations in resource-limited settings where access to advanced diagnostics or monitoring tools may be limited. | Promoting the use of essential medicines and cost-effective treatment regimens. | Public health programs focused on infectious disease control (e.g., malaria, tuberculosis, HIV). | Preventing drug resistance through standardized and appropriate treatment protocols. | Elderly patients or those with polypharmacy. | Reducing the risk of drug-drug interactions and adverse events associated with multiple medications. | Children and pregnant/lactating women. | Ensuring age- and condition-appropriate dosing to optimize safety and efficacy, considering physiological differences. |
Key Components of a Dose Management Program in Togo
- Drug Selection and Formulary Management: Establishing and maintaining a national or regional formulary that prioritizes essential, safe, and cost-effective medications based on disease prevalence, clinical guidelines, and available evidence.
- Therapeutic Guideline Development and Dissemination: Creating and distributing evidence-based guidelines for the treatment of common and significant health conditions, specifying appropriate drug choices, dosages, routes of administration, and durations of therapy.
- Prescription Monitoring and Auditing: Implementing systems to review prescription patterns, identify deviations from guidelines, and provide feedback to prescribers. This may involve data analysis of electronic health records or paper-based prescription logs.
- Pharmacovigilance and Adverse Drug Reaction (ADR) Reporting: Strengthening mechanisms for the collection, analysis, and reporting of ADRs to inform drug safety decisions and potentially revise dosing recommendations or drug selections.
- Patient Education and Adherence Support: Developing strategies to educate patients on their medications, including proper dosage, timing, potential side effects, and the importance of adherence, thereby improving treatment efficacy and safety.
- Supply Chain Management and Stock Optimization: Ensuring the availability of essential medicines while minimizing stockouts and wastage, often linked to accurate demand forecasting and rational prescribing.
- Cost-Effectiveness Analysis: Evaluating the economic impact of different drug choices and dosing strategies to promote the most value-driven therapeutic options.
- Training and Capacity Building: Providing ongoing education and training to healthcare professionals (physicians, pharmacists, nurses) on rational drug use, updated guidelines, and the principles of dose management.
Who Needs Dose Management Program In Togo?
A Dose Management Program (DMP) is crucial for optimizing the use of medical isotopes, particularly in nuclear medicine and radiation oncology, within Togo. By ensuring precise and efficient application of radioactive materials, a DMP helps prevent waste, reduces unnecessary radiation exposure to patients and staff, and ultimately lowers costs associated with procurement, storage, and disposal. This leads to a more sustainable and effective healthcare system, especially in resource-limited settings like Togo.
| Customer/Department | Key Needs/Benefits of DMP | Specific Applications | Potential Impact |
|---|---|---|---|
| Hospitals (Public and Private) | Cost reduction, improved patient safety, enhanced diagnostic/therapeutic accuracy, compliance with regulations. | Tracking isotope inventory, dose planning for treatments, radiation safety protocols, waste management. | More efficient allocation of scarce resources, increased patient throughput, reduced risk of adverse events. |
| Radiology Departments | Optimization of imaging protocols, reduced radiation dose to patients during diagnostic procedures, improved image quality. | Dose monitoring for X-ray, CT, and interventional procedures, quality assurance of imaging equipment. | Lower cumulative radiation dose for patients undergoing multiple imaging studies, better diagnostic outcomes. |
| Nuclear Medicine Departments | Efficient use of radiopharmaceuticals, precise dosing for diagnostic imaging (SPECT/PET) and therapeutic interventions, minimized radiopharmaceutical waste. | Patient-specific dose calculations for therapy, inventory management of short-lived isotopes, quality control of radiopharmaceuticals. | Improved diagnostic accuracy, enhanced therapeutic efficacy, reduced expenditure on expensive radiotracers. |
| Radiation Oncology Departments | Precise dose delivery to tumors, sparing of healthy tissues, optimization of treatment planning and delivery, reduction in treatment side effects. | Brachytherapy dose planning, external beam radiotherapy dose calculations, patient positioning verification, adaptive radiotherapy. | Improved cancer treatment outcomes, reduced patient suffering from treatment-related toxicities, more effective use of radiotherapy equipment. |
| Medical Physicists | Tools for accurate dose calculation, simulation, and verification; adherence to international safety standards; quality assurance of equipment and procedures. | Treatment planning system validation, calibration of radiation sources and detectors, patient-specific dose assessments. | Ensuring radiation safety for patients and staff, maintaining the accuracy and reliability of radiation-based therapies and diagnostics. |
| Radiologists, Nuclear Medicine Physicians, Radiation Oncologists | Confidence in treatment planning and delivery, improved diagnostic confidence, ability to deliver personalized medicine. | Interpreting imaging results with accurate dose information, making informed treatment decisions based on precise dosimetry. | Better patient management, improved diagnostic accuracy, more effective and safer therapeutic interventions. |
| Nurses specializing in oncology and nuclear medicine | Safe handling of radiopharmaceuticals, accurate administration of doses, patient monitoring for adverse effects. | Preparation and administration of radiopharmaceuticals, patient education on radiation safety, monitoring of treatment response and side effects. | Enhanced patient care, reduced risk of occupational exposure, improved patient adherence to treatment. |
| Pharmacists (handling radiopharmaceuticals) | Quality control of radiopharmaceuticals, accurate dispensing of doses, safe storage and handling. | Compounding of radiopharmaceuticals, dispensing of patient-specific doses, inventory management of radioactive drugs. | Ensuring the efficacy and safety of radiopharmaceutical products, minimizing waste due to expiry or improper handling. |
| Hospital Administrators | Cost containment, operational efficiency, regulatory compliance, improved reputation for quality patient care. | Budgeting for medical isotope procurement and disposal, staffing for specialized departments, risk management. | Sustainable healthcare services, financial prudence, enhanced patient trust and satisfaction. |
| Ministry of Health Officials | Development and enforcement of national radiation safety regulations, capacity building, evidence-based policy making, equitable access to advanced medical technologies. | Licensing of facilities using radiation, oversight of radiation safety practices, development of national guidelines for dose management. | Ensuring public health and safety, promoting responsible use of medical isotopes, fostering a strong national healthcare system. |
Target Customers and Departments for Dose Management Programs in Togo
- Hospitals (Public and Private)
- Radiology Departments
- Nuclear Medicine Departments
- Radiation Oncology Departments
- Medical Physicists
- Radiologists
- Nuclear Medicine Physicians
- Radiation Oncologists
- Nurses specializing in oncology and nuclear medicine
- Pharmacists (handling radiopharmaceuticals)
- Hospital Administrators
- Ministry of Health Officials (for regulatory oversight and policy development)
Dose Management Program Process In Togo
The Dose Management Program in Togo is a multi-faceted process designed to ensure the efficient, safe, and appropriate distribution and administration of pharmaceutical and medical supplies. It encompasses a clear workflow from the initial identification of a need (inquiry) through the final delivery and utilization (execution). This workflow aims to prevent stockouts, reduce wastage, and guarantee that healthcare facilities have the necessary resources to provide quality patient care.
| Phase | Key Activities | Responsible Parties | Key Outputs |
|---|---|---|---|
| Inquiry & Needs Assessment | Identifying shortages, predicting needs, validating requests, data review | Healthcare facilities, District Health Offices, National Surveillance | Validated needs assessment reports, requisitions |
| Procurement & Sourcing | Supplier identification, tendering, contract negotiation, quality assurance | Central Procurement Agency, Ministry of Health, Suppliers | Procurement contracts, placed orders, sourced supplies |
| Logistics & Transportation | Warehousing, inventory management, route planning, cold chain management | Central Medical Stores, Regional Warehouses, Logistics Companies | Supplies stored in depots, transportation plans, dispatched goods |
| Distribution & Last-Mile Delivery | Scheduled deliveries, route optimization, last-mile transport, documentation | Regional Warehouses, District Health Offices, Transport Providers | Delivered supplies to healthcare facilities, signed delivery notes |
| Receipt & Stock Management at Facility Level | Goods verification, inventory entry, proper storage, stocktaking | Healthcare facility staff (Pharmacists, Nurses, Storekeepers) | Updated inventory records, managed stock levels, reduced wastage |
| Prescription & Dispensing | Medical prescription, accurate drug selection, patient counseling, record keeping | Doctors, Nurses, Pharmacists, Dispensing Assistants | Prescribed medications, dispensed drugs, patient medication records |
| Administration & Monitoring | Medication administration, patient observation, adverse event reporting | Nurses, Doctors, Healthcare Assistants | Administered treatments, patient health status updates, adverse event reports |
| Reporting & Feedback | Data collection, report generation, data analysis, program evaluation, feedback loops | All levels of the health system (facility to national) | Performance reports, consumption data, stock status, identified program improvements |
Dose Management Program Workflow in Togo
- {"title":"1. Inquiry & Needs Assessment","description":"This initial phase begins when a healthcare facility identifies a shortage or anticipates a future need for specific medications, vaccines, or medical supplies. Inquiries can originate from peripheral health centers, district hospitals, or even through national surveillance systems monitoring disease outbreaks. A formal request is usually submitted through designated channels, often via electronic systems or standardized paper forms, detailing the item, quantity, and reason for the request. This is followed by a thorough needs assessment, which may involve reviewing consumption data, patient loads, and epidemiological trends to validate the request and determine the true requirement."}
- {"title":"2. Procurement & Sourcing","description":"Once the need is validated, the procurement phase begins. This involves identifying reliable suppliers, either through local tenders, framework agreements with pre-qualified manufacturers, or utilizing national/regional procurement mechanisms. For essential medicines, adherence to national drug formularies and international quality standards is paramount. The process includes competitive bidding, contract negotiation, and ensuring all necessary regulatory approvals are in place before placing an order. For urgent or emergency needs, expedited procurement procedures may be activated."}
- {"title":"3. Logistics & Transportation","description":"After procurement, the focus shifts to the physical movement of the supplies. This phase involves warehousing, inventory management at central or regional depots, and transportation to the end-user facilities. Safe and secure transportation, often requiring temperature-controlled vehicles (for vaccines and cold-chain products), is crucial. This stage involves meticulous planning to optimize routes, minimize transit times, and ensure the integrity of the products. Customs clearance and import/export procedures are handled if supplies are sourced internationally."}
- {"title":"4. Distribution & Last-Mile Delivery","description":"This is the critical step of delivering the medicines and supplies from the depots to the healthcare facilities. Regular distribution schedules are established, often based on the facility's consumption patterns and storage capacity. The 'last-mile' delivery, especially to remote or hard-to-reach areas, can be challenging and may involve various transport modes, including motorcycles, boats, or even air transport in emergencies. Proper documentation, including delivery notes and receipts, is essential to track the movement of goods."}
- {"title":"5. Receipt & Stock Management at Facility Level","description":"Upon arrival at the healthcare facility, the received items are carefully checked against the delivery documentation for quantity and quality. These items are then entered into the facility's inventory management system (either manual or electronic). Proper storage conditions, adhering to temperature, humidity, and light requirements, are maintained. Regular stocktaking and record-keeping are conducted to monitor stock levels, identify potential issues, and prevent expiry or wastage."}
- {"title":"6. Prescription & Dispensing","description":"When a patient requires medication, a healthcare professional (doctor, nurse, or pharmacist) prescribes the appropriate drug. The pharmacist or trained dispensing staff then selects the correct medication and dosage from the facility's stock. Accurate dispensing, including clear labeling and patient counseling on usage and potential side effects, is vital for patient safety and treatment efficacy. This process is meticulously documented in patient records and dispensing logs."}
- {"title":"7. Administration & Monitoring","description":"The prescribed medication is administered to the patient by a qualified healthcare professional. This may involve oral administration, injection, or other routes, depending on the drug and patient's condition. Throughout the treatment course, the patient's response to the medication is monitored, and any adverse reactions are documented. This feedback loop is important for evaluating the effectiveness of the drug and informing future treatment decisions."}
- {"title":"8. Reporting & Feedback","description":"Data from all stages of the workflow is collected and reported. This includes consumption data, stock levels, wastage reports, and any identified challenges or successes. Regular reporting to higher levels (district, regional, and national) is crucial for informing policy, planning future procurement, and identifying areas for program improvement. Feedback mechanisms allow healthcare facilities to report issues encountered during the process, facilitating continuous enhancement of the Dose Management Program."}
Dose Management Program Cost In Togo
Managing medication adherence and ensuring patients receive the correct dosages can be crucial for treatment efficacy, especially in resource-limited settings like Togo. Dose management programs, which can range from simple reminder systems to more complex medication dispensing and tracking services, aim to improve patient outcomes and potentially reduce healthcare costs associated with treatment failures or complications. The cost of implementing and maintaining such programs in Togo is influenced by several local factors.
| Program Type/Level | Estimated Cost Range (XOF per patient per month) | Key Components & Considerations |
|---|---|---|
| Basic SMS/Voice Reminder Service | 500 - 2,000 XOF | Primarily software/telecom costs, minimal human interaction. Best for adherence reminders. |
| Community Health Worker (CHW) Assisted Adherence Support | 3,000 - 8,000 XOF | Includes CHW time for home visits, counseling, and basic medication checks. Higher if CHW is trained in advanced adherence strategies. |
| Pharmacy-Based Medication Management (e.g., blister packaging, counseling) | 4,000 - 10,000 XOF | Costs for pharmacy staff time, specialized packaging materials, and patient education. Focuses on precise dosing and drug regimen simplification. |
| Integrated Digital Health Platform with Dispensing Support | 7,000 - 20,000+ XOF | Involves mobile apps, data tracking, potentially smart dispensers, and integrated pharmacy or clinic services. Highest cost but offers comprehensive tracking and potentially better outcomes. |
| Comprehensive Program with Outreach and Clinic Integration | 15,000 - 30,000+ XOF | Combines elements of all the above, often supported by NGOs or government initiatives. May include transport subsidies, complex health assessments, and specialized care coordination. |
Key Pricing Factors for Dose Management Programs in Togo:
- Program Complexity and Scope: The more sophisticated the program (e.g., involving trained health workers, mobile technology, dispensing infrastructure), the higher the cost.
- Technology Integration: Costs can vary significantly based on the use of basic SMS reminders versus more advanced mobile apps, digital dispensers, or patient monitoring platforms.
- Personnel Costs: Salaries for program coordinators, community health workers, pharmacists, and administrative staff are a major component.
- Training and Capacity Building: Initial and ongoing training for healthcare providers and program staff incurs expenses.
- Infrastructure and Equipment: Costs associated with setting up dispensing points, acquiring medication storage solutions, and purchasing necessary equipment (e.g., scales, blister packaging machines).
- Medication Procurement and Logistics: While not always directly part of the program cost, efficient and affordable procurement and distribution of medications are essential and can indirectly influence program feasibility.
- Monitoring and Evaluation: Costs associated with tracking program performance, data collection, and reporting.
- Geographic Reach: Reaching remote or rural populations may increase logistical costs for personnel and supplies.
- Government Subsidies and Partnerships: The availability and extent of government support or partnerships with NGOs and international organizations can significantly impact out-of-pocket costs for patients or implementing bodies.
- Local Inflation and Exchange Rates: Fluctuations in the CFA Franc (XOF) against other currencies can affect the cost of imported materials or services.
Affordable Dose Management Program Options
Managing medication costs is crucial for individuals and healthcare systems alike. Affordable Dose Management Programs offer various strategies to make prescription drugs more accessible and cost-effective. These programs often leverage a combination of approaches, with value bundles and strategic cost-saving measures being key components.
| Category | Description | Examples/Mechanisms |
|---|---|---|
| Value Bundles | A pre-negotiated price for a set of services or medications often related to a specific condition or treatment pathway. | Includes: Fixed prices for a course of treatment (e.g., a surgical procedure plus all associated medications and post-operative care); bundled pricing for specialty drug therapies covering the drug itself and administrative support; 'episode of care' payments that cover all healthcare services for a specific illness or condition over a defined period. |
| Cost-Saving Strategies | Methods designed to lower the direct cost of medications or the overall expense of managing drug therapy. | Includes: Generic drug substitution; tiered formularies (prioritizing lower-cost drugs); mail-order pharmacy discounts; prior authorization requirements to ensure appropriateness; step therapy (requiring patients to try less expensive drugs first); patient assistance programs from manufacturers; negotiation of rebates and discounts with pharmaceutical companies; optimizing drug selection based on efficacy and cost-effectiveness. |
Key Components of Affordable Dose Management Programs
- Value Bundles: Packaging multiple services or medications together at a predetermined price.
- Cost-Saving Strategies: Techniques employed to reduce the overall expenditure on medications.
Verified Providers In Togo
In Togo's evolving healthcare landscape, identifying reliable and credentialed healthcare providers is paramount for individuals seeking quality medical services. Franance Health stands out as a beacon of trust, meticulously vetting its network of healthcare professionals. This commitment to rigorous credentialing ensures that patients have access to skilled, ethical, and properly licensed practitioners, offering peace of mind and a superior healthcare experience. Choosing Franance Health means choosing verified expertise and a dedication to patient well-being.
| Credential Type | Franance Health Verification | Patient Benefit |
|---|---|---|
| Medical Licenses | Verified with Togo's Ministry of Health and relevant professional bodies. | Ensures legal and ethical practice. |
| Educational Degrees | Authenticated degrees from recognized institutions. | Confirms foundational medical knowledge. |
| Specialty Certifications | Validated certifications for specialized fields (e.g., cardiology, pediatrics). | Guarantees expertise in specific areas of medicine. |
| Professional Experience | Documented work history and experience in clinical settings. | Indicates practical application of skills and knowledge. |
| Continuing Medical Education (CME) | Confirmation of ongoing professional development. | Demonstrates commitment to staying current with medical advancements. |
| Reputation and References | Consideration of patient feedback and professional references. | Provides insight into bedside manner and overall patient care quality. |
Why Franance Health Credentials Represent the Best Choice:
- Rigorous Verification Process: Franance Health goes beyond basic licensing, conducting thorough background checks and verifying educational qualifications and professional experience of all listed providers.
- Commitment to Ethical Practice: All Franance Health providers adhere to a strict code of ethics, ensuring patient-centered care and upholding the highest standards of medical integrity.
- Specialized Expertise: The platform highlights providers with diverse specializations, allowing patients to find the most suitable expert for their specific medical needs.
- Continuous Monitoring: Franance Health maintains an ongoing evaluation of its providers to ensure consistent quality and patient satisfaction.
- Accessibility to Quality Care: By partnering with verified providers, Franance Health streamlines access to dependable healthcare services across Togo.
Scope Of Work For Dose Management Program
This document outlines the Scope of Work (SOW) for establishing and implementing a comprehensive Dose Management Program. The program aims to optimize radiation dose to patients and staff across all imaging modalities, ensuring diagnostic efficacy while minimizing exposure. This SOW details the technical deliverables, standard specifications, and key activities required for successful program implementation and ongoing management.
| Technical Deliverable | Description | Standard Specification/Requirement | Deliverable Owner | Timeline |
|---|---|---|---|---|
| Dose Management Software/Platform | Implementation of a centralized software solution for collecting, analyzing, and reporting radiation dose data from all imaging modalities. | Must be DICOM compliant, capable of data abstraction from PACS/RIS, support customizable reporting, and integrate with existing IT infrastructure. Secure data storage and access controls are mandatory. | IT Department, Radiology Department | Phase 1: Selection & Procurement (3 months); Phase 2: Implementation & Configuration (6 months) |
| Dose Reference Levels (DRLs) Establishment | Definition and establishment of DRLs for key diagnostic imaging procedures based on local patient populations and imaging protocols. | DRLs should be based on current national or international guidelines, adjusted for local practice. Data analysis will involve statistical methods to determine appropriate DRLs. | Medical Physics Department, Radiology Department | Phase 1: Data Collection & Analysis (4 months); Phase 2: Protocol Review & DRL Finalization (2 months) |
| Dose Optimization Protocols | Development and implementation of standardized, evidence-based protocols for minimizing radiation dose for common imaging procedures while maintaining diagnostic image quality. | Protocols must be modality-specific (e.g., CT, X-ray, Fluoroscopy, Nuclear Medicine), clearly documented, and readily accessible to all technologists and radiologists. Protocols should address technique factors, shielding, and image acquisition parameters. | Radiology Department, Medical Physics Department | Ongoing, with initial development within 8 months |
| Training Program Development & Delivery | Creation and delivery of comprehensive training modules for radiologists, technologists, and other relevant staff on dose management principles, software utilization, and protocol adherence. | Training should be role-specific, include practical exercises, and be delivered through multiple formats (e.g., online, in-person workshops). Competency assessments will be conducted. | Education Department, Radiology Department, Medical Physics Department | Phase 1: Curriculum Development (3 months); Phase 2: Training Delivery (Ongoing) |
| Dose Reporting and Monitoring Framework | Establishment of routine reporting mechanisms for dose metrics, including outliers, trends, and performance against DRLs. Development of dashboards for real-time monitoring. | Reports should be generated regularly (e.g., monthly, quarterly) and disseminated to relevant stakeholders. Dashboards should be interactive and provide actionable insights. Metrics should include average dose, dose distribution, and patient-specific dose indices. | Radiology Department, Medical Physics Department | Phase 1: Report Template Design (2 months); Phase 2: Dashboard Implementation (4 months); Phase 3: Ongoing Reporting (Continuous) |
| Quality Assurance (QA) & Continuous Improvement Plan | Development of a plan for ongoing QA of the Dose Management Program, including regular review of protocols, software performance, and dose trends, leading to continuous improvement initiatives. | The plan must outline audit procedures, feedback mechanisms, and a process for updating protocols and training based on performance data and evolving best practices. This will align with organizational QA processes. | Dose Management Committee, Medical Physics Department | Phase 1: Plan Development (3 months); Phase 2: Implementation & Review (Ongoing) |
Key Objectives of the Dose Management Program
- Establish a baseline understanding of current radiation dose levels for common procedures.
- Implement dose monitoring and reporting tools for real-time and historical dose tracking.
- Develop and disseminate evidence-based dose reduction protocols and best practices.
- Provide training and education to all relevant personnel on dose optimization techniques.
- Integrate dose management data into quality improvement initiatives.
- Ensure compliance with regulatory requirements and accreditation standards related to radiation safety.
- Foster a culture of safety and dose awareness among all staff involved in imaging procedures.
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) provided by [Your Company Name]. It is designed to ensure the reliable and efficient operation of the DMP, providing critical support for healthcare providers and patients.
| Incident Severity | Response Time Target | Resolution Target (Best Effort) | Uptime Guarantee |
|---|---|---|---|
| Critical Incident | 15 minutes | 4 hours | 99.9% |
| Major Incident | 1 hour | 8 business hours | 99.9% |
| Minor Incident | 4 business hours | 3 business days | 99.9% |
| Scheduled Maintenance | N/A (Notification provided) | N/A (Per announced schedule) | N/A (Excluded from uptime calculation) |
Definitions
- Dose Management Program (DMP): The comprehensive system and associated services provided for managing patient medication dosages, including but not limited to dosage calculation, prescription management, and adherence monitoring.
- Downtime: Any period during which the DMP is unavailable to authorized users, excluding Scheduled Maintenance.
- Scheduled Maintenance: Pre-announced periods during which the DMP may be unavailable for upgrades, patches, or system improvements. Scheduled Maintenance will be communicated to the Customer at least [Number] days in advance.
- Response Time: The maximum time elapsed from the submission of a support request to the initiation of troubleshooting by the [Your Company Name] support team.
- Uptime: The percentage of time the DMP is available and operational for authorized users during a given period, excluding Scheduled Maintenance.
- Critical Incident: An event that renders the DMP completely or significantly unavailable, impacting the ability of multiple users to perform essential functions, or resulting in the loss or corruption of patient data.
- Major Incident: An event that impairs the functionality of the DMP, affecting a significant portion of users or a critical feature, but does not render the DMP completely unavailable.
- Minor Incident: An event that causes a minor degradation of DMP performance or affects a limited number of users or non-critical features.
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