Objectives & Goals:
- Improve task resolution.
- Identify and address repeat problems.
- Efficient staff utilization.
- Improve staff knowledge.
- Identify topics for advance customer training and operational assessments.
- Central Dispatcher taking calls and channeling them to the group.
- Assigned Specialist taking call and placing them on triage list.
Issues/Concerns/Comments
- Longer resolution time for more complicated issues.
- Does not facilitate customer/specialist relationship.
- Difficult to speak with specific MEDITECH specialist.
Action Plan Last Edited 01/13/2004
- Continue review and evaluation
of
Fast Track support models with goal of revising and improving
effectiveness. - Publishing of Fast Trak success
stories in the MIX Magazine Can
be found in Mix Magazine under the CSI-Client
Services Info.
Objectives & Goals:
- Improve support to customers in all time zones.
- Provide a seamless transition
for priority issues from the weekday staff to the
evening hours staff and weekend staff.
Issues/Concerns/Comments
- Customers appreciate having a group to contact outside of the standard business hours.
- The off hours support is
excellent.
Action Plan Last Edited 06/10/2004
- Improve customer awareness of off hours
support .
- Improve staff use of off-hours
support on critical issue.
off hours communications - Publish our success stories in MIX Magazine.
Topic:
Working with
the Account Management System (AMS) and the task management
system
Objectives & Goals:
- Establishing a customer profile (hardware/software configuration).
- Identifying customer and MEDITECH support staff.
- Provide a means of communicating issues between MEDITECH staff and customer.
- Identifying outstanding and/or critical issues to application supervisors and managers.
- Communicate status of issues to both the customer and the MEDITECH staff.
- Automatically email the customer on issue.
- Automatically notifying supervisors on all updates to service issues.
- Reduce the number of outstanding
issues that are greater than 180 days old
Issues/Concerns/Comments
- Customers need a means to prioritize service issues.
- Customers need more education on what the task management system can do for them.
- Can hospitals use the task for hospital internal issues?
Action Plan Last Edited 06/10/2004
- Discuss means of communicating priority of service issues.
- Create an educational document for customers on how to utilize all the features of the AMS and task management system.
- Investigate having a discussion
forum for customers to make suggestions on improving
the AMS and task management system. Soliciting
Input on AMS
- MEDITECH will engage on a
collaborative effort with our customers to resolve
outstanding issues greater than 180 days old. Targeting Tasks
Together
- Add a link to the task system to give customers a definition of the Task Status's.
- Update Prompt in Task System to associate tasks to the update
group
Topic: Escalation of issues by our customers and staff
Objectives & Goals:
- Maximizing the use of the HCIS Coordinator.
- Working with supervisors and managers to raise awareness of issues and concerns.
- Notification to our customer base on critical issues that will impact their facility before they experience it first hand.
- More proactively manage critical issues.
Issues/Concerns/Comments
- MEDITECH needs to do a better job of internally escalating issues.
- Staff is not very knowledgeable in the area of internal escalation.
- Customers are hearing about problems from other customers.
- MEDITECH should be communicating global issue to customers.
Action Plan Last Edited 06/10/2004
- Survey our customers on how well
the HCIS Coordinator is communicating with them. Feedback
- Establish a training seminar on
communication. The goal of the seminar is to educate
our staff on how to better communicate internally as
well as how to get assistance in addressing issues.Training
- Investigate the utilization of sending escalation messages to the customer on global issues for a particular application.
- Initiate discussions on a
manager and supervisor level on ways to empower our
staff to escalate issues internally when they hit a
stopping point Internal Escalation
- MEDITECH initiated conference
calls to proactively discuss issue. HCIS
CoordinatorAction Plan
- Investigate the re-establishment
of the HCIS Coordinator Monthly Newsletter to "push"
descriptions of newsworthy items to our customers.Monthly
Newsletter
Topic: How are you connecting to your customers?
Objectives & Goals:
- Establish a seamless solution for connecting to our customers.
- Provide an efficient and reliable means to connect that is also cost effective and secure.
Issues/Concerns/Comments
- The old fashion dial up prevents the need for Internet security.
- Some find the Virtual Private Network (VPN) to be a nightmare.
- Citrix and Thin Works are viable solutions.
- All are concerned with privacy and security.
Action Plan Last Edited 03/23/2004
- A link will be sent to our Magic
Customers regarding Remote Workstation Connectivity
Options and setup.
- MEDITECH is drafting and looking for feedback on a MEDITECH developed Internet solution.
Topic: Service Releases and their Benefits
Objectives & Goals:
- Establish standard code sets to better support our customers needs and issues.
- Proactively deploy code changes to customers within a common service release.
- Miminize requirements for an update in conjunction with new product/application delivery.
- Reduce the need to patch code fixes.
- Reduce downtimes and streamline the update process.
- Elimination of shipping a service release via CDs and tapes.
- Posting and downloading updates via MEDITECH.com.
Issues/Concerns/Comments
- Updates are triggering more problems than fixes.
- Quality of code in the service release is poor.
- Can MEDITECH develop scripts to assist in setup prior to going LIVE?
- Seeing and using a demo ring prior to actually getting the service release delivered would assist in making the decision to schedule a service release.
- Documentation and instructions on reviewing DTSs.
Action Plan Last Edited 03/02/2004
- Service
Release Definition and Benefits
- MEDITECH is in the process of
establishing an MIX Road Show geared at informing our customers of
the progress and improvements we are making with
respects to updates.
- Further investigation will be done to determine if a demo ring can be setup for customers to review prior to scheduling a service release.
- Develop a plan to reduce downtimes.
- MEDITECH is creating better
testing notes to assist our customers in testing
their service release. Testing Checklist.
- The Update Group will assist customers by providing
documentation on Parallel Testing which will provide instruction on
integrated functionality testing rather than DTS
testing.
- Develop a methodology to
identify Priority DTSs for "testing" that may impact daily operations.
- Voiceover Tutorials The Update Group is
creating voiceover tutorials for new enhancements to
the system to help assist with the update process.
- Update
Product Resource Page
The new Update Product resource page for the latest
documentation that has been created to assist our
customers in both managing an update currently in
process as well as preparing for an update soon to be
delivered.
- Status of 5.4 Beta Sites
- Update Prompt in Task System to associate tasks to the update
group
Topic: Backups, Disaster Recovery and Storage Area Network (SANs)
Objectives & Goals:
- To better inform our customers of MEDITECH’s Backup Management utilities.
- Work with our customers and MEDITECH’s Disaster Recovery team to identify a plan prior to a hardware/software disaster ever happening.
- Provide customer with the MEDITECH protocol for migrating to a SAN Solution
- Assist customers in organizing a support team to recover from a disaster
Issues/Concerns/Comments
- As windows develops and products are retired will MEDITECH’s software be compatible with Microsoft’s new products?
- MEDITECH should initiate conversations with Perot Systems and IBM on testing for a Physical Disaster Recovery.
Action Plan Last Edited 06/10/2004
- HCIS Coordinators will have a
discussion with each customer to ensure they are
performing backups
on a scheduled basis.
- HCIS Coordinators will e-mail
each customer the web address of our Disaster Recovery documentation.
- Create a document/link outlining
the MEDITECH protocol for migration to a SANs solution.
- Create a MIX Magazine article on
Serverless
Backups and
MEDITECH’s direction with respect to them.
- Investigate establishing a Hot
Site with our partners for data recovery.Hot
site
Back-up
recomendations
MAGIC: http://www.meditech.com/prsystems/Pages/SYSmcSChardwareletterbackup.htm
CLIENT
SERVER: http://www.meditech.com/prsystems/Pages/SYSccSCbackupmanagerindex.htm
Disaster
Recovery
MAGIC: http://www.meditech.com/disasterplanning/magic_disaster_homepage.htm
CLIENT
SERVER: http://www.meditech.com/DisasterPlanning/cs_disaster_homepage.htm
Topic: Internet or Web Based Training and Video Conferencing
Objectives & Goals:
- Provide on-going education to a greater audience using industry tools such as pcAnywhere, NET Meeting and Web Seminars.
- Reduce the need for travel to MEDITECH or to our customer’s facility.
Issues/Concerns/Comments
- MEDITECH should post a calendar for physicians to sign up for remote "web" demos.
- Some groups are telling customer they cannot do a remote demo, as they are unfamiliar with the technology used for video conferencing.
Action Plan Last Edited 01/23/2004
- The HCIS Coordinators will
follow up with each customer when the new seminar
schedule is posted.
- Managers will follow up with
their staff on how to use tools to support remote
demonstrations.
- A "feature" in our Account Management System (AMS) will be created to identify those sites capable of Internet training and video conferencing.
- MEDITECH is excited to
announce some changes, on the drawing board for
sometime and also recently requested via our MIX
Customer Program, to our traditional Educational
Seminar program.
Web
Meeting Initiative - New Online Seminars Offer
Convenient Educational Options for Customers
Objectives & Goals:
- Provide our customers with a voice in the development of the software before it is ever coded by way of Discussion Forums or other means.
- Solicit feedback from our customers on how we can improve the software to meet the ever-changing needs of our customer and their Healthcare Information System.
- Enhance the products while eliminating the need for custom.
Issues/Concerns/Comments
- Has MEDITECH ever considered having a Pharmacy Advisory Board?
- MEDITECH needs to communicate better on what happens to a MIX request.
- The perception is that the request falls into a black hole.
- Is there a way a customer can escalate their concerns when a MIX request is rejected?
Action Plan
- Discuss options to email customers when a MIX Request is completed.
- Post an article in the MIX magazine on the number of accepted MIX requests versus the number of accepted requests when MEDITECH was involved in the Medical Users Software Exchange (MUSE)
- MEDITECH will develop a plan to grade software changes submitted via MIX Enhancements.
- Post all MIX requests for review by Customers.
- Develop a plan to involve customers in the review process.
- Develop an internal education session regarding full explanations on rejected requests.
Topic: Health Insurance Portability and Accountability Act (HIPAA)
Objectives & Goals:
- To develop and support software which meets the requirements established by HIPAA
- Remain focused on new federal and state regulatory changes as they pertain to health information technology.
Issues/Concerns/Comments
- Problems with printing patient information by mistake or to the wrong printer. Faxing patient information to the wrong fax number.
- MEDITECH should consider using a password system when printing to help prevent printing/faxing errors.
Action Plan Last Edited 06/10/2004
- Information regarding National
Identifiers and potential corresponding fields in
MEDITECH have been identified. http://www.meditech.com/HIPAA/pages/identifiersmtrole.htm We will be providing you with
periodic updates as our investigation of the Security
and Confidentiality Regulation continues. http://www.meditech.com/regulatorynews/mixregulatoryhomepage.htm