Supplier support – what should
be expected’
www.jac-pharmacy.co.uk
Business As Usual
1
The content of this document is confidential.
Any unauthorised disclosure of this document is strictly prohibited.
JAC Computer Commercial
Services Ltd in
is confidence.
a wholly owned
subsidiary
Mediware
Inc.
Copyright
Copyright
© 21of
January
2008
of JAC Computer Services
Ltd. © 21 January 2008 of JAC Computer Service Ltd. All rights reserved.
JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc.
M EDICINES M ANAGEM ENT
Business as Usual - Definition
www.jac-pharmacy.co.uk
• The normal execution of standard functional
operations within an organisation, particularly in
contrast to a project or program which would
introduce change (although that change may itself
become business as usual).
2
Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd.
JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc.
M EDICINES M ANAGEM ENT
When does Business as usual
commence ?
www.jac-pharmacy.co.uk
• Contractually – Typically after final acceptance and
end of any warranty period
• In a phased roll-out Business as usual commences
for initial go-live areas whilst other areas are still in
implementation (crossover period)
• Usually relates to the final stage after complete
commissioning of the new service has taken place
3
Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd.
JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc.
M EDICINES M ANAGEM ENT
Business as Usual - What can you
expect from Suppliers
www.jac-pharmacy.co.uk
• May vary according to:
– Type of Service – Managed service, Locally hosted
– Type of Contract – LSP, Direct, PFI
– Type of System – EPR vendors vs Interoperable
vendors, specialist areas e.g. Chemo
– SLA’s – Some Suppliers may offer varying levels of
additional services
– Budget – Types and levels of services Contracted (rollout support, change management, post go-live account
management etc.)
4
Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd.
JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc.
M EDICINES M ANAGEM ENT
Business as Usual - What can you
expect from Suppliers – The Basics
www.jac-pharmacy.co.uk
• 24x7 support – Does the Trust have this?
• Continual development and enhancement of the
product with regular upgrades and updates (Drug
and decision support updates)
• Compliance with Safety standards and National
regulations
• Service reviews (SLA’s)
5
Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd.
JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc.
M EDICINES M ANAGEM ENT
Business as usual – Other
considerations
www.jac-pharmacy.co.uk
Basic level plus:
• Account Management
• Reporting services/support
• On-going training – e-learning,
• Upgrades – Clinical Safety Case Report (ISB0129)
– Trust ISB 0160?
• Technology refresh (if contracted)
• Change management and benefits realisation
services (if contracted) – Trust responsibility
• Hardware support (if Contracted)
6
Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd.
JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc.
M EDICINES M ANAGEM ENT
Final note
www.jac-pharmacy.co.uk
• Remember – These are complex , real time
mission critical and Trust wide systems which can
have a direct impact on Patient Outcomes.
• As such Business as Usual must include an ongoing commitment (and investment) by both the
Trust and the Supplier to maintain, develop,
upgrade and improve the systems and associated
business processes.
• Monitoring, measuring and improving the service is
an on-going feature of Business as usual
7
Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd.
JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc.
M EDICINES M ANAGEM ENT