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| Q:
Is there a support help-line to address critical operational
problems? |
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Yes. All technical support
is provided in-house via a three-tiered architecture: (1)
initial problem solving locally using the troubleshooting
guide or on-line help provided with the software; (2) our
technical support staff, including telephone and dial-up diagnostics
using PCAnywhere; and, (3) direct developer contact. All HealthWare
Solutions support staff have extensive knowledge of EMS Solution
2000 Suite products and are experienced in customer implementations |
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Q:
Can we purchase notebook and pen-based computer equipment
from HealthWare Solutions? |
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Yes. HealthWare Solutions
is a direct reseller for several computer manufacturers, including
Panasonic. There are many impressive ruggedized laptop/notebooks
available right now, so ask one of our sales representatives
for more information. Our staff has extensive familiarity
with pen-based computing, and would be able to recommend a
device best suited to meet your particular needs. |
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| Q:
Do you recommend any particular hardware manufacturers? |
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HealthWare Solutions is
proud to be an authorized TP3 reseller for Panasonic Toughbook®
Computers and can offer support on both Hardware and Software.
HealthWare Solutions is able to provide complete turnkey systems
for mounts and wireless applications. For more information
on Panasonic products and pricing please visit our website
or contact a HealthWare sales representative. |
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| Q:
Does your system use Microsoft Windows graphical user interface
(GUI)? |
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Multiple means of input
is provided through Windows-based (WIN2000, WINXP with an
optional PDA utilizing Windows CE) graphical user interface
(GUI) that additionally support: pen services, Mobile Data
Wireless Display (MDWD), mobile laptop, flat panel or other
hardware devices. HealthWare Solutions also supports XP Tablet
if your agency wishes to use that platform. |
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| Q:
What type of user training options do you offer? |
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As part of HealthWare’s
complete line of customer service, it offers several options
for software training: (1) remote training via PCAnywhere;
(2) on-site training, both direct end-user and “train-the-trainer”;
and, (3) user-group trainings. To help round out HealthWare’s
line of support and services to you, it also offers on-site
installation for those services that desire a truly turnkey
operation; HealthWare Solutions will supply and install the
software for your immediate use and operation. |
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| Q:
How is your software supported? |
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HealthWare Solutions is
the sole support and maintenance provider to its software.
Technical support is provided in a three-tiered architecture:
(1) initial problem solving locally using the troubleshooting
guide or on-line help provided with the software; (2) HealthWare
technical support staff, including telephone and dial-up diagnostics
using PCAnywhere; and, (3) direct developer contact. HealthWare
Solutions’ technical support architecture is designed
to reach our goal of providing a minimum of 8 hours per day
support with human voice contact within 15 minutes. |
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| Q:
Do you have a database archive and backup system? |
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With EMS Solution 2000,
each remote or mobile system automatically auto archives data
on a user-defined schedule to insure the unit is maintained
and in good running condition. This information is saved on
the laptop in an archive database and can be restored back
if needed. We offer other tools that can be run on the remote
client when needed. These tools require no special skills
to run and can be accessed via standard windows menus.
On the server level database maintenance
is handled through automated procedures using the SQL Agents.
This allows for the end-user with our help to establish back-up
frequencies and system re-indexing processes. Once these agents
have been establish no intervention is required with the exception
of weekly monitoring the system to make sure tasks are be
completed. SQL agents can be setup to email IT personnel if
a problem occurs during the backup process. We also strongly
suggest a tape drive system to copy the backup file and store
them remotely.
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| Q:
How often does HealthWare release program updates? |
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HealthWare tries to provide
two minor updates per year that can be rolled out on your
time schedule.
HealthWare Solutions’ Desktop Launcher
offers the ability to make program update automated. The launcher
compares the program dates on the remote computers to the
date on the server. If the programs on the server are newer,
and the connection speed is verified the update will be sent
to the remote computer and installed with out any inter action
from the end user.
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| Q:
What are the benefits of Electronic Patient Care Reporting? |
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Electronic patient care
reporting provides relevant, timely and accurate information
to all users. HealthWare’s electronic patient data collection
tool, EMS Solution 2000, provides at a minimum: seamless integration
to eliminate duplicate data entry, improve quality control
and assist EMS personnel in: |
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Expeditious call documentation and
processing of rapid entry of key information
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Utilize validation rules to minimize
errors on documentation and assist QA
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Accountability of responding personnel
(Who, Cert. Level, Assignment)
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Printing of hardcopy care reports for
hospitals, patients etc.
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Track modifications to records by user
to meet HIPPA security standards
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Security features to ensure confidential
data is maintained
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Capture of Signatures for claims and
legal purposes; (Requires Pen enabled hardware)
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Ability to add/change fields and rules
via an Administrative workstation that will update all
users in an automated process
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Provision of data exports of data
to meet State and Local usage
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Provisions for central record storage
for multi-user, multi-agency use
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Integration of current paper based
models for care reporting, refusals of treatment or transport,
certificates of cease of resuscitation and communication
of skills (ET and Skills Audit Forms)
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Comprehensive reporting of EMS activities
for internal and external purposes.
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| Q:
Do you interface to any third party billing programs? |
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HealthWare Solutions has
developed user-friendly modules that assist in easily and
successfully downloading patient, call, guarantor, charge
and insurance data from EMS Solution 2000 software to the
user's chosen billing software. The billing interfaces that
are currently available consist of the following: A2000®,
Amazon®, ADP®, Ampac®, Medical Manager®, RWI™,
Ram™, and Sanitas®. |
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