Standards and Guidelines for Electronic Medical Record Systems in ...

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• Determine appropriate incident priority (Critical, High, Medium, Low, and Minimal) • Request and schedule special services (for example, after-hours support) well in advance. • Be willing and available to provide critical information within 15 minutes of receiving a request for information from Vendor developers seeking to resolve an issue. • Participate in the User Acceptance Testing and Review in order for the service desk to close an incident. • Ensure data integrity especially with input data • Provide feedback on service quality • Escalate any unresolved issues as per escalation procedure above • Proper operation of the equipment and application procedures Vendor Responsibilities Vendor agrees to: • Maintain a Help Desk facility staffed with qualified personnel who will take problem reports, answer technical questions and attempt to resolve problems over the telephone. • Provide names of technical support personnel, at least (3), any who will be in charge of support of facility EMR system and inform the facility of any management changes. • Meet SLA resolution times associated with the priority assigned to incidents as defined in the annexure. • Schedule maintenance (downtime) during the maintenance hour’s window unless circumstances warrant performing maintenance at another time. • Communicate in writing (e-mail) with facility ICT regarding issues involving change management • Notify customer of any service interruption (planned or unplanned) and any updates or upgrades. • Keep track of all Customer requests/incidents reported. 5. REPORTS Both the assigned facility systems administrator and the vendor helpdesk administrative representative shall compile a monthly report showing helpdesk activity between the facility IT Operations department and the vendor helpdesk including but not limited to: 1. Number of calls escalated 2. Average call resolution time based on severity 3. Number and status of calls escalated but still open. 6. ANNUAL MAINTENANCE FEES Subject to and in consideration of the payment by facility to The Service Provider of the annual maintenance fee and subject also to the observance and performance by facility of the obligations on its part hereinafter contained The Service Provider is hereby obligated to provide maintenance and support services as herein stated Standards and Guidelines for Electronic Medical Records Systems in Kenya 103
The Annual maintenance fee payable shall be the sum specified at Part III of the schedule hereto and shall remain constant during the contract period and can only be subject to a review at the contract renewal. Annexure Reported faults prioritization Priority 1 Priority 2 Priority 3 Critical faults affecting facility operations and requiring an immediate response Faults requiring an urgent, though not necessarily an immediate response. Facility operations not affected. Other faults Fault Response time Priority Response Resolution (Temporary solution) Target for Correction of fault 1 Immediate 6 hours 2 working days 2 Within 1-3 working days 12 hours 3 working days 3 Within 15 working days Not applicable By agreement Standards and Guidelines for Electronic Medical Records Systems in Kenya 104
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Ministry of Medical Services Minist
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Acknowledgements This initial publi
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Change Management Process .........
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Architecture Enterprise Architectur
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and without the ability to share pa
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Purpose of this document This docum
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Globally, several organizations hav
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will be reviewed by the technical w
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Section Introduction The section de
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The above listed documentation requ
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Clinical Decision Support This refe
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H = Requirements. These items tare
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4.3. System has the capability to r
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10.2. System has the capability of
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16. Children’s Health 16.1. Syste
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The recommendations in this section
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Backup Backup is the procedure for
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Case Example: Building an EMR syste
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o Date medically eligible to start
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o Height o Blood pressure o BMI Whe
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· Form 711 - Cross-sectional quart
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Section Introduction Within the hea
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Data Transmission Protocols There a
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i. EMR systems ii. Patient Identifi
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Summary Primary Actor Secondary Act
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Use Case Title Summary Primary Acto
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Business Rules Pre-condition(s) Cor
Page 56 and 57: Section Introduction The implementa
Page 58 and 59: Requirements 1. Servers and worksta
Page 60 and 61: informatics skills in order to effe
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Page 66 and 67: expertise, this cadre is also likel
Page 68 and 69: Data Quality and Confidentiality Id
Page 70 and 71: Demonstrate use of mouse functions
Page 72 and 73: Health facility management plays a
Page 74 and 75: A locally stored backup log should
Page 76 and 77: · User related issues could also b
Page 78 and 79: Upgrade Scheduling The EMR system n
Page 80 and 81: Monitoring is an ongoing, continuou
Page 82 and 83: down these alerts on a notification
Page 84 and 85: Hardware requirements Other infrast
Page 86 and 87: System Costs, Ownership and Sustain
Page 88 and 89: their health records upon request o
Page 90 and 91: A. Sample EMR Implementation Plan E
Page 92 and 93: deployment of the EMR (i.e. change
Page 94 and 95: C. EMR Readiness Assessment Checkli
Page 96 and 97: Is there a computer at each point o
Page 98 and 99: D. Security Policy Template Documen
Page 100 and 101: 1.9 Employees shall not access, sto
Page 102 and 103: E. Information Asset Inventory Name
Page 104 and 105: G. Sample Service Level Agreement T
Page 108 and 109: H. Sample EMR Monitoring and Evalua
Page 110 and 111: Strongly agree Agree Disagree Stron
Page 112 and 113: Functional areas Attributes Compone
Page 114 and 115: Functional areas Attributes Compone
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