Smooth transition, exceptional support
Experience a seamless transition with our comprehensive support every step of the way
Migration
Once an organisation expresses interest in MEDILOGIK EMS, a slick operation clicks into place to establish customer requirements, with the aim of delivering a live implementation as soon as possible.
MEDILOGIK assesses specific requirements in relation to integration with the customer’s patient management system, digital image capture requirements, and legacy procedure reports to be uploaded from the legacy EMS.
Then we deliver a statement of works, draft contract and final costs. The customer returns a purchase order and completes contract documentation.
After a kick-off meeting with the endoscopy service and a technical workshop, MEDILOGIK will create the customer live and test environments in our Azure cloud data centre. This allows you to have an early view of your EMS environment.
We’ll liaise directly with the relevant network, security, and integration teams to get you connected to your EMS environments, securely and efficiently. Our security manager will configure firewalls, authentication, certificates, and messaging encryption, and can assist the network team with the specifics of connecting to your EMS instance.
As soon as we’re connected, our team will work with integration staff to establish secure messaging links between the electronic patient record system and MEDILOGIK EMS.
Our messaging specifications are available online, and our integration team has many years of experience of working with many of the EPRs and integration engines found in the modern healthcare environment. Chances are that we’ve worked with your EPR and your TIE before.
MEDILOGIK will supply image capture devices and will fully resource support for image capture installation and testing.
Our implementation team will spend time with your endoscopy service users to establish the best workflow, and to configure MEDILOGIK EMS accordingly. To support this, the build and configuration will be monitored by MEDILOGIK throughout the implementation phase to provide timely direction for the best possible outcome.
To support seeding of the database for matching imported legacy reports, a two-phase approach is taken. An initial import of demographic data ensures the quality of supplied data is robust and provides a timescale to support planning of the final demographic import and live interfaces. The final import is timed along with the deployment of any demographic feed from your EPR to ensure there are no gaps in data.
To provide assurance that there is no loss of content during the legacy report import, MEDILOGIK will import a sample set of reports from the customer’s legacy system early in the project. Final import of legacy reports takes place immediately following the go-live of MEDILOGIK EMS for endoscopy reporting.
Testing of interfaces and any end-to-end user acceptance testing is fully supported by MEDILOGIK resource throughout the project. MEDILOGIK will supply image capture devices and will fully resource support for image capture installation and testing.
This is split into two phases, to ensure all integration is available well ahead of planned operational use of MEDILOGIK EMS for procedure reporting. Interfaces will therefore feed the live EMS environment a few weeks before operational use. This allows you to have all necessary data in place to support scheduling and booking processes.
MEDILOGIK resource will be made available throughout go-live day. Thereafter, all requests for assistance will be handled by the MEDILOGIK Service Desk.
Sale handover and internal start-up
Week 1-3
Kick-off meeting, technical workshop, technical preparation
Week 4
Cloud deployment and testing
Week 5-8
Integration and testing workshop, user acceptance testing
Week 9-12
Go-live and issues resolution
Support handover, post-project review
Assistance
As a valued customer of MEDILOGIK EMS, we want to make sure you have access to the knowledge, assistance, and customer success support you need to get the most from your system and deliver benefits for your service, clinicians and patients.
As soon as you are a live MEDILOGIK customer, we will be in touch to set up an introductory meeting. Here we will introduce you to our support processes, service review meetings, and upgrade process, and arrange post go–live reports training.
Customers can access MEDILOGIK support via our direct support phone line, email or customer portal. The MEDILOGIK team offers ongoing support to customer system administrators and customer IT service desks.
All support requests are logged and managed within our Halo support management system. Calls are triaged and categorised on submission so we can ensure a prompt and appropriate response.
Response times are monitored within Halo in line with the agreed categories in our service level agreement with you.
MEDILOGIK’s customer portal gives you access to our product Knowledge Base, so you can easily access the most current training guides, FAQs, and troubleshooting advice.
We provide remote support for image capture device issues, supporting troubleshooting and liaising with local engineering teams.
We encourage you to arrange regular service review meetings with our customer success team. Support requests are reviewed as part of our service review meetings.
To ensure our customers have the most up to date version of MEDILOGIK EMS, with access to the latest security features and product functionality, we have a regular upgrade programme. This is supported with enhancement guides and webinars to demonstrate the new features, so you’ll never miss out on the latest and greatest features available.