From the August 2016 issue of HealthCare Business News magazine
This proposal allows a facility to leverage its internal resources with those provided by the vendor. With more sites either purchasing their own hardware and/or going virtual with regard to their hardware, this proposal seems to make sense. There are a few guidelines that any facility looking to use an SA should adopt. These include:
Do your due diligence
Most facilities research the system and how it operates, but rarely ask about service. Talk to the system administrator about service and see what their response times and repair times are, especially initiating a software fix. If they support the system hardware, how long does that take to get parts? Are hot or warm spares allowed? Call the 800 number and see how complicated it is getting someone from service on. Do they pick up on the first few rings, or do you have a complicated keypad sequence you have to maneuver through first?
Have a knowledgeable IT and network department
Better than 90 percent of all system-related software issues can be dispatched in-house if the IT department is well versed in tier 1 troubleshooting. This often requires IT personnel (and the system administrator) to take a vendor-sponsored troubleshooting course. Nearly all network issues can and should be handled in-house, with only IP addresses and VPN issues shared with the vendor. You also want your internal network people to be responsible for all network security as well.
Identify the demarcation lines
With interoperability advancing and EMRs, PACS and other clinical systems all coming together to form an EHR (electronic health record), more systems are being interfaced together. This interoperability is a positive sign, but also can lead to finger pointing as well if clear-cut demarcation lines are not identified. This includes use of both HL-7 and interface engines. Know where the facilities integration responsibilities end and vendors begin.
Have a strong systems administrator who gets yearly re-training on the system
There is nothing more crucial to the successful implementation of a clinical system than a knowledgeable administrator. Not only does he or she know the system from the technical perspective, but in the case of PACS, as an example, from the operational standpoint as well. These are the people who not only keep the system running, but also make the changes to the system as needed. Daily reviews of the system logs are also crucial to understand system issues and correct them.
Negotiate the service contract you need
