Verified Service Provider in Zambia
Medical IT Consultation in Zambia
Engineering Excellence & Technical Support
Strategic technology consulting to optimize healthcare operations, streamline workflows, and integrate cutting-edge medical information systems. High-standard technical execution following OEM protocols and local regulatory frameworks.
Digital Transformation of Rural Healthcare Facilities
Spearheaded the implementation of a cloud-based Electronic Health Record (EHR) system across 15 remote clinics in Zambia. This initiative standardized patient data management, improved diagnostic accuracy, and enabled remote consultation capabilities, overcoming geographical barriers to specialized medical expertise.
Cybersecurity Enhancement for National Health Information Exchange
Designed and deployed a robust cybersecurity framework for Zambia's nascent National Health Information Exchange (NHIE). This involved implementing multi-factor authentication, data encryption, and regular vulnerability assessments, safeguarding sensitive patient data against emerging cyber threats and ensuring regulatory compliance.
Optimizing Laboratory Information Management Systems (LIMS)
Led the integration and optimization of a new Laboratory Information Management System (LIMS) for the University Teaching Hospital in Lusaka. This resulted in a 30% reduction in sample turnaround time, improved inventory management for reagents, and enhanced data integrity for research and public health initiatives.
What Is Medical It Consultation In Zambia?
Medical IT Consultation in Zambia refers to the provision of expert advisory services focused on the application of information technology within the healthcare sector. This encompasses strategic planning, system design, implementation, and ongoing optimization of IT infrastructure and software solutions to enhance clinical operations, administrative efficiency, data management, and patient care delivery in Zambian healthcare facilities and organizations. It addresses the unique challenges and opportunities presented by the Zambian healthcare landscape, including resource constraints, infrastructure variability, and evolving regulatory frameworks.
| Who Needs Medical IT Consultation in Zambia? | Typical Use Cases |
|---|---|
| Public Sector Hospitals and Clinics: Facilities operated by the Ministry of Health seeking to modernize their IT infrastructure, implement EMR/EHR systems, improve patient record management, and enhance public health reporting. | Implementing a national EMR system across multiple provincial hospitals. Deploying telemedicine services to rural health centers. Establishing a centralized data repository for disease surveillance. Upgrading cybersecurity for critical patient data systems. |
| Private Hospitals and Clinics: Healthcare providers aiming to improve operational efficiency, enhance patient experience, adopt advanced diagnostic imaging IT, and streamline billing and administrative processes. | Selecting and implementing a cloud-based HIS for a new private hospital. Integrating laboratory and radiology information systems for faster diagnostics. Developing a patient portal for appointment scheduling and access to medical records. Optimizing IT infrastructure for high-availability clinical services. |
| Non-Governmental Organizations (NGOs) and Faith-Based Organizations (FBOs) in Healthcare: Organizations delivering healthcare services in underserved regions requiring IT solutions to manage patient data, track program impact, and improve service delivery. | Setting up an EMR system for a mobile clinic network. Implementing data collection tools for health outreach programs. Establishing secure communication channels for remote patient follow-up. Developing IT strategies for sustainable healthcare delivery in remote areas. |
| Medical Training and Research Institutions: Universities and colleges with medical faculties needing IT support for educational platforms, research data management, and simulation technologies. | Implementing a learning management system (LMS) for medical education. Establishing secure infrastructure for storing and analyzing research data. Deploying advanced medical simulation software. Facilitating digital access to medical journals and resources. |
| Healthcare Technology Vendors and Distributors: Companies seeking to understand the specific IT needs of the Zambian healthcare market and tailor their solutions accordingly. | Advising on the localization and adaptation of global healthcare IT products for the Zambian market. Assisting with regulatory compliance and certification processes. Developing implementation strategies for new technology deployments. Providing insights into local IT infrastructure limitations and opportunities. |
| Government Health Agencies and Ministries: Policy-making bodies responsible for the overall health IT strategy and digital health initiatives within the country. | Developing national digital health policies and guidelines. Assessing the feasibility of national health information exchange platforms. Evaluating the impact of IT on public health outcomes. Planning for the digital transformation of the national healthcare system. |
Key Components of Medical IT Consultation
- Needs Assessment and Gap Analysis: Evaluating existing IT infrastructure, software, and workflows against current and future healthcare demands, identifying areas for improvement and technological adoption.
- Strategic IT Planning and Roadmapping: Developing long-term IT strategies aligned with organizational goals, including digital transformation initiatives, EMR/EHR adoption, telemedicine integration, and data security frameworks.
- System Selection and Procurement: Advising on the selection and acquisition of appropriate healthcare IT solutions, such as Electronic Medical Records (EMR), Electronic Health Records (EHR), Picture Archiving and Communication Systems (PACS), laboratory information systems (LIS), and hospital information systems (HIS), considering factors like cost, scalability, interoperability, and vendor support within the Zambian context.
- Implementation and Integration: Overseeing the deployment, configuration, and integration of new IT systems with existing infrastructure, ensuring seamless data flow and minimal disruption to clinical operations.
- Data Management and Analytics: Designing and implementing strategies for secure data storage, retrieval, and analysis, including the establishment of data governance policies and the development of reporting mechanisms for operational and clinical insights.
- Cybersecurity and Data Privacy: Developing and implementing robust cybersecurity measures to protect sensitive patient data (PHI) from breaches, ensuring compliance with relevant data protection regulations, and establishing disaster recovery and business continuity plans.
- Telemedicine and Remote Care Solutions: Advising on the adoption and implementation of telemedicine platforms and related technologies to extend healthcare services to underserved or remote areas, improving access to specialists and patient monitoring.
- Interoperability Solutions: Facilitating the exchange of health information between different healthcare providers, systems, and stakeholders to create a more connected and efficient healthcare ecosystem.
- Training and Change Management: Developing and delivering training programs for healthcare professionals on new IT systems and workflows, and managing the organizational change process to ensure successful user adoption.
- IT Governance and Compliance: Establishing IT governance frameworks and ensuring adherence to local and international healthcare IT standards and regulations.
- Cloud Computing and Infrastructure Optimization: Advising on the use of cloud-based solutions for scalability, cost-effectiveness, and enhanced accessibility, as well as optimizing on-premises IT infrastructure.
Who Needs Medical It Consultation In Zambia?
In Zambia, the need for specialized medical IT consultation is growing as healthcare providers strive to improve efficiency, patient care, and data management. This consultation is vital for organizations looking to leverage technology effectively within their healthcare operations. Key areas of focus include Electronic Health Records (EHR) implementation and optimization, cybersecurity for sensitive patient data, telemedicine solutions, and the integration of various medical devices and software systems. Effective IT infrastructure is no longer a luxury but a necessity for modern healthcare delivery.
| Department/Function | Specific Needs Addressed by IT Consultation | Examples of Technologies Involved |
|---|---|---|
| Clinical Services | Electronic Health Records (EHR) adoption/optimization, patient scheduling, diagnostic support, clinical decision support systems. | EHR/EMR software, PACS (Picture Archiving and Communication Systems), LIS (Laboratory Information Systems), telehealth platforms. |
| Administration and Management | Patient registration and billing, resource management, reporting and analytics, operational efficiency improvements. | HIS (Hospital Information Systems), ERP (Enterprise Resource Planning) modules for healthcare, data analytics tools, CRM (Customer Relationship Management) for patient engagement. |
| IT Department/Infrastructure | Network security, data backup and recovery, hardware and software procurement and management, system integration, cloud migration. | Firewalls, antivirus software, VPNs, cloud storage solutions, network switches, servers, cybersecurity frameworks. |
| Patient Services/Outreach | Telemedicine implementation, patient portals, remote monitoring solutions, digital health education platforms. | Video conferencing tools, mobile health (mHealth) applications, wearable devices, secure messaging platforms. |
| Pharmacy and Supplies Management | Inventory management systems, prescription tracking, drug interaction checks, supply chain optimization. | Pharmacy management software, barcode scanners, inventory tracking software. |
| Finance and Billing | Medical billing software integration, claims processing, financial reporting, fraud detection. | Medical billing software, accounting software, data integration tools. |
| Research and Development | Data collection and analysis for studies, secure data sharing, research databases. | Statistical software, database management systems, secure file sharing platforms. |
Target Customers for Medical IT Consultation in Zambia
- Public Hospitals (National, Provincial, and District)
- Private Hospitals and Clinics
- Non-Governmental Organizations (NGOs) in the Health Sector
- Medical Research Institutions
- Diagnostic Laboratories and Imaging Centers
- Specialty Medical Practices (e.g., cardiology, oncology)
- Pharmacies with integrated patient management systems
- Government Ministry of Health Departments
Medical It Consultation Process In Zambia
This document outlines the typical workflow for a Medical IT consultation process in Zambia, from the initial inquiry to the final execution of services. The process is designed to be comprehensive, ensuring that the unique needs and constraints of healthcare facilities in Zambia are addressed effectively. It involves distinct stages of engagement, assessment, solution development, implementation, and ongoing support.
| Stage | Description | Key Activities | Deliverables | Typical Timeframe (Zambian Context) |
|---|---|---|---|---|
| Inquiry & Initial Contact | The client (healthcare facility) expresses interest in medical IT services. | Initial phone call/email, discussion of general needs, scheduling of introductory meeting. | Confirmation of interest, scheduled initial meeting. | 1-3 business days |
| Needs Assessment & Requirement Gathering | Detailed understanding of the client's current IT infrastructure, clinical workflows, and specific challenges. | On-site visits, interviews with stakeholders (doctors, nurses, administrators, IT staff), system audits, documentation review. | Needs assessment report, documented functional and non-functional requirements. | 1-2 weeks (depending on facility size and complexity) |
| Proposal Development & Presentation | Formulating a tailored IT solution based on the identified needs and presenting it to the client. | Developing technical specifications, outlining proposed hardware/software, defining project scope, estimating costs and timelines, creating presentation materials. | Formal proposal document, detailed cost breakdown, project timeline, presentation to client. | 1-2 weeks (after needs assessment) |
| Contract Negotiation & Agreement | Formalizing the engagement and agreeing on terms, conditions, and scope of work. | Reviewing proposal, discussing pricing, payment terms, service level agreements (SLAs), legal review. | Signed service contract/agreement. | 1-2 weeks (can be longer due to procurement processes in some Zambian institutions) |
| System Design & Solution Architecture | Detailed planning of the IT infrastructure and software to meet the defined requirements. | Designing network topology, selecting appropriate hardware and software, defining integration points, creating data flow diagrams, security planning. | System architecture document, detailed design specifications, security plan. | 1-3 weeks (depending on project complexity) |
| Procurement & Resource Acquisition | Sourcing and acquiring all necessary hardware, software licenses, and other resources. | Vendor selection, purchase order generation, import procedures (if applicable), logistics, receiving and inventory. | Procured hardware and software, established vendor relationships. | 2-8 weeks (highly dependent on local availability, import regulations, and vendor lead times in Zambia) |
| Installation & Configuration | Setting up and configuring the procured IT systems according to the design specifications. | Server installation, network setup, software installation and configuration, database setup, security hardening. | Installed and configured IT infrastructure. | 2-6 weeks (depending on project scale and complexity) |
| Testing & Quality Assurance | Verifying that the installed systems function as intended and meet all requirements. | Unit testing, integration testing, user acceptance testing (UAT) with client involvement, performance testing, security vulnerability testing. | Test reports, bug tracking logs, UAT sign-off. | 1-3 weeks |
| Training & Handover | Educating the client's staff on how to use and manage the new IT systems. | Developing training materials, conducting training sessions (on-site/remote), providing user manuals, knowledge transfer sessions for IT staff. | Trained staff, comprehensive user and technical manuals. | 1-2 weeks |
| Go-Live & Implementation Support | Officially launching the new IT systems into the live operational environment. | Phased rollout or full cutover, close monitoring of system performance, immediate troubleshooting of any issues, on-site/remote support. | Live operational IT systems, support team ready for immediate issues. | 1-2 weeks (intensive support period) |
| Post-Implementation Review & Ongoing Support | Evaluating the success of the implementation and providing continued maintenance and support. | Post-implementation review meeting with client, gathering feedback, establishing ongoing support plan (helpdesk, maintenance, updates), performance monitoring. | Post-implementation review report, established support contract/agreement. | Ongoing |
| Documentation & Knowledge Transfer | Ensuring all aspects of the implemented system are thoroughly documented for future reference and maintenance. | Finalizing system documentation, network diagrams, configuration guides, disaster recovery plans, handover of all relevant documentation to the client. | Complete set of system documentation. | Concurrent with other stages, finalized upon completion |
Medical IT Consultation Workflow in Zambia
- Inquiry & Initial Contact
- Needs Assessment & Requirement Gathering
- Proposal Development & Presentation
- Contract Negotiation & Agreement
- System Design & Solution Architecture
- Procurement & Resource Acquisition
- Installation & Configuration
- Testing & Quality Assurance
- Training & Handover
- Go-Live & Implementation Support
- Post-Implementation Review & Ongoing Support
- Documentation & Knowledge Transfer
Medical It Consultation Cost In Zambia
Consulting for Medical IT in Zambia involves a range of services aimed at optimizing technology within healthcare facilities. These services can encompass everything from initial IT infrastructure assessment and planning to the implementation of Electronic Health Records (EHRs), cybersecurity measures, network upgrades, and ongoing IT support. The cost of these consultations is influenced by several key factors, including the scope of the project, the expertise of the consultant or firm, the size and complexity of the healthcare facility, and the duration of the engagement. Smaller clinics might require a basic needs assessment and a few hours of consultation, while larger hospitals undertaking a comprehensive EHR implementation will necessitate a more in-depth and extended engagement. The hourly rates or project-based fees can vary significantly based on the consultant's experience, reputation, and specialization. While specific pricing can fluctuate, understanding these contributing factors provides a framework for estimating potential costs within the Zambian market.
| Service Type/Scope | Estimated Price Range (ZMW) | Notes |
|---|---|---|
| Initial IT Infrastructure Assessment (Basic) | 2,000 - 5,000 | Includes a review of existing hardware, software, and network. Suitable for small clinics or practices. |
| Comprehensive IT Strategy & Planning | 5,000 - 15,000 | Covers detailed planning for upgrades, new systems, and long-term IT roadmap. For medium-sized facilities. |
| EHR System Consultation & Implementation Planning | 10,000 - 30,000+ | Focuses on selecting, customizing, and planning the rollout of an EHR system. Cost increases significantly with customization and data migration complexity. |
| Cybersecurity Assessment & Recommendations | 3,000 - 10,000 | Evaluating current security posture and providing actionable recommendations. Essential for all healthcare providers. |
| Network Infrastructure Design & Upgrade Consultation | 4,000 - 12,000 | Planning for robust and reliable network connectivity, crucial for modern healthcare operations. |
| Hourly Consulting Rate (General IT Support) | 250 - 750 | Varies based on consultant's seniority and specialization. Can be a standalone service or part of a larger project. |
| Project Management (EHR Rollout/Major Upgrade) | 15,000 - 50,000+ | For managing complex IT projects from start to finish. Dependent on project scale and duration. |
| Cloud Migration Strategy Consultation | 5,000 - 20,000 | Planning for secure and efficient migration of data and applications to cloud platforms. |
Key Factors Influencing Medical IT Consultation Costs in Zambia
- Scope of Services Required (e.g., needs assessment, EHR implementation, cybersecurity, network infrastructure, cloud migration, data analytics, training, ongoing support)
- Size and Complexity of the Healthcare Facility (e.g., small clinic, medium-sized hospital, large multi-specialty hospital, diagnostic centers)
- Consultant's Experience and Expertise (e.g., specialized knowledge in healthcare IT, certifications, years of experience, track record)
- Duration and Intensity of the Engagement (e.g., one-off assessment vs. long-term project management)
- Geographic Location within Zambia (potential travel and accommodation costs for consultants)
- Specific Technologies Involved (e.g., proprietary EHR systems, specific hardware requirements)
- Urgency of the Project
Affordable Medical It Consultation Options
Navigating the complexities of medical IT can be a significant investment for healthcare organizations. Fortunately, there are affordable consultation options that can provide expert guidance without breaking the budget. Understanding value bundles and employing cost-saving strategies are key to maximizing the return on your IT consulting investment.
| Consultation Service | Typical Cost Range (USD) | Value Bundle Example | Cost-Saving Strategy |
|---|---|---|---|
| EHR Implementation/Optimization | $5,000 - $50,000+ | Bundle: EHR assessment, data migration, user training, go-live support | Phased implementation, focus on core functionalities first |
| Cybersecurity Assessment & Strategy | $3,000 - $25,000+ | Bundle: Risk assessment, vulnerability testing, policy development, incident response plan | Prioritize critical assets for scanning, leverage existing security tools |
| HIPAA Compliance Audit | $2,000 - $15,000+ | Bundle: Policy review, technical controls assessment, staff training, remediation planning | Perform internal audits before external ones, focus on high-risk areas |
| Cloud Migration Strategy | $4,000 - $30,000+ | Bundle: Cloud readiness assessment, vendor selection, migration planning, security configuration | Consider hybrid cloud solutions, start with non-critical data |
| IT Infrastructure Assessment | $2,500 - $12,000+ | Bundle: Network performance analysis, hardware/software inventory, scalability recommendations | Focus on specific pain points, aggregate needs for bulk analysis |
Understanding Value Bundles and Cost-Saving Strategies
- {"title":"What are Value Bundles in Medical IT Consultation?","description":"Value bundles are pre-packaged service offerings that combine multiple IT consulting needs into a single, often discounted, price. This approach provides predictable costs and ensures that essential services are integrated efficiently. Bundles can be tailored to specific needs, such as cybersecurity assessments, EHR implementation support, HIPAA compliance reviews, or cloud migration strategies."}
- {"title":"Benefits of Value Bundles","description":"Choosing a value bundle offers several advantages: predictable budgeting, streamlined service delivery, potential cost savings compared to individual services, and a holistic approach to addressing interconnected IT challenges. It also simplifies vendor management by consolidating services with a single provider."}
- {"title":"Cost-Saving Strategies for Medical IT Consultation","description":"Beyond bundles, several strategies can help reduce consultation costs. These include clearly defining project scope to avoid scope creep, leveraging in-house expertise where possible, prioritizing essential needs, and exploring tiered service levels. Engaging consultants for specific, well-defined projects rather than ongoing, open-ended engagements can also be more cost-effective."}
- {"title":"When to Consider Value Bundles","description":"Value bundles are ideal for organizations facing multiple IT challenges simultaneously, undergoing significant system changes (like EHR upgrades), or seeking to establish a comprehensive IT strategy. They are also beneficial for smaller practices or those with limited IT staff who need a broad range of expertise."}
- {"title":"Key Considerations When Choosing a Consultant","description":"When selecting an IT consultant, prioritize those with proven experience in the healthcare sector, a strong understanding of regulatory compliance (HIPAA, HITECH), and a track record of successful project delivery. Requesting references and reviewing case studies are crucial steps in the evaluation process. Ensure clear communication channels and detailed project proposals are established upfront."}
Verified Providers In Zambia
In Zambia's evolving healthcare landscape, identifying trustworthy and accredited medical facilities is paramount for patients seeking quality care. Verified providers are those who have met rigorous standards of professionalism, patient safety, and ethical practice. Among these, Franance Health stands out as a beacon of excellence, demonstrating a deep commitment to these principles. Their comprehensive approach to healthcare, coupled with a patient-centric philosophy, positions them as the premier choice for medical services in Zambia.
| Provider | Key Verification Areas | Notable Services | Patient Focus |
|---|---|---|---|
| Franance Health | Licensing, Staff Qualifications, Patient Safety Protocols, Infrastructure Quality | General Medicine, Specialized Surgeries, Diagnostics, Preventive Care | Empathetic, Transparent, Patient Empowerment |
| Other Verified Providers (Examples) | Varies based on accreditation body | General or specialized services (dependent on facility) | Generally good, but may vary |
Why Franance Health is the Best Choice:
- Rigorous Accreditation and Verification: Franance Health undergoes continuous scrutiny by relevant health authorities and professional bodies, ensuring adherence to national and international quality benchmarks.
- Experienced and Qualified Professionals: Their medical team comprises highly skilled doctors, nurses, and allied health professionals with extensive experience and specialized training.
- Patient-Centric Care Approach: Franance Health prioritizes patient comfort, dignity, and active involvement in their healthcare journey, fostering a supportive and empathetic environment.
- Advanced Medical Technology and Facilities: Investment in state-of-the-art equipment and modern facilities ensures accurate diagnoses and effective treatment modalities.
- Comprehensive Service Offerings: From general consultations to specialized procedures, Franance Health provides a wide spectrum of medical services to meet diverse patient needs.
- Commitment to Ethical Practice: Upholding the highest ethical standards in all patient interactions and medical procedures is a cornerstone of Franance Health's operations.
Scope Of Work For Medical It Consultation
This Scope of Work (SOW) outlines the services to be provided by [Consultant Name/Company] (hereinafter referred to as "Consultant") to [Client Name/Organization] (hereinafter referred to as "Client") for Medical IT Consultation. The project aims to assess, recommend, and assist in the implementation of IT solutions to enhance [Client's specific goals, e.g., patient care, operational efficiency, data security, compliance]. This document details the technical deliverables and standard specifications expected throughout the engagement.
| Phase/Task | Description | Technical Deliverables | Standard Specifications/Requirements |
|---|---|---|---|
| Phase 1: Assessment & Analysis | Conduct a thorough review of the Client's existing IT infrastructure, including hardware, software, network, security protocols, and existing EMR/EHR systems. Interview key stakeholders (IT staff, clinicians, administrators) to understand current challenges and future needs. | Assessment Report detailing current state, identified risks, vulnerabilities, and opportunities for improvement. Gap analysis matrix. | HIPAA compliance review. Data privacy and security best practices. Current industry standards for healthcare IT. Client's existing IT documentation. |
| Phase 2: Solution Recommendation | Based on the assessment, research and evaluate potential IT solutions (e.g., EMR/EHR upgrades, telehealth platforms, cybersecurity tools, data analytics solutions). Develop tailored recommendations with cost-benefit analysis. | Solution Recommendation Report with proposed technologies, vendors (if applicable), implementation roadmap, and estimated budget. Proof-of-concept plan (if required). | Scalability and interoperability requirements. Vendor reputation and support. Total Cost of Ownership (TCO). ROI projections. |
| Phase 3: Implementation Planning | Develop a detailed project plan for the selected solutions, including timelines, resource allocation, risk mitigation strategies, and training requirements. Assist in vendor selection and contract negotiation. | Detailed Implementation Project Plan. Resource allocation matrix. Risk management plan. Training outline. | Agile or Waterfall project management methodology (as appropriate). Change management protocols. Vendor SLAs (Service Level Agreements). |
| Phase 4: Implementation Support | Provide technical expertise and guidance during the implementation of chosen IT solutions. Troubleshoot issues, ensure proper integration, and validate system functionality. Conduct user acceptance testing (UAT). | Implementation progress reports. Issue log and resolution tracking. UAT documentation and sign-off. | System integration standards. Data migration protocols. System performance benchmarks. |
| Phase 5: Post-Implementation Review & Optimization | Conduct a review of the implemented solutions, assess performance against objectives, and provide recommendations for ongoing optimization and maintenance. Develop a knowledge transfer plan for Client's IT staff. | Post-Implementation Review Report. Optimization recommendations. Knowledge transfer documentation. | Ongoing monitoring and maintenance best practices. Disaster recovery and business continuity planning. Continuous improvement methodologies. |
Project Objectives
- To conduct a comprehensive assessment of the Client's current medical IT infrastructure.
- To identify gaps and areas for improvement in existing systems and workflows.
- To recommend suitable IT solutions that align with Client's strategic goals, budget, and regulatory requirements (e.g., HIPAA, HITECH).
- To develop a phased implementation plan for recommended solutions.
- To provide technical guidance and support during the implementation phase.
- To ensure the security, privacy, and integrity of patient data.
Service Level Agreement For Medical It Consultation
This Service Level Agreement (SLA) outlines the guaranteed response times and uptime for Medical IT Consultation services provided by [Your Company Name] to [Client Name]. This SLA is designed to ensure reliable and efficient IT support for critical healthcare operations.
| Service Category | Priority Level | Response Time Target | Uptime Guarantee |
|---|---|---|---|
| Medical Consultation Systems (EHR, PACS, Telehealth) | Critical (System Down, Patient Care Impacted) | 15 Minutes | 99.9% |
| Medical Consultation Systems (EHR, PACS, Telehealth) | High (System Degraded, Patient Care Potential Impact) | 30 Minutes | 99.9% |
| Supporting Infrastructure (Network, Servers) | Critical (System Down, Patient Care Impacted) | 30 Minutes | 99.9% |
| Supporting Infrastructure (Network, Servers) | High (System Degraded, Patient Care Potential Impact) | 1 Hour | 99.9% |
| Non-Critical Systems (Administrative, Reporting) | Medium (Functionality Impaired, No Patient Care Impact) | 2 Business Hours | 99.5% |
| General IT Support & Consultations | Low (Information Request, Non-Urgent) | 4 Business Hours | N/A |
Key Service Level Objectives
- Response Time: Refers to the time taken for a support representative to acknowledge and begin working on a reported incident or request.
- Uptime Guarantee: Refers to the percentage of time the critical IT systems supporting medical consultation are available and operational.
- Critical System: Refers to IT infrastructure and applications essential for the delivery of medical consultation services, including but not limited to Electronic Health Records (EHR) systems, Picture Archiving and Communication Systems (PACS), telehealth platforms, and core network infrastructure.
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