S4S Support Services. Audit4 version 14+ Aug Copyright 2017 S4S Pty Ltd. S4S Pty Ltd. Phone: Web:
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1 S4S Pty Ltd ABN: Phne: Web: Audit4 versin 14+ Aug 2018 Cpyright S4S Pty Ltd
2 S4S Supprt prvides cmprehensive services s that yu can get the maximum benefit frm yur Audit4 installatin. This dcument utlines the standard services that all fully paid Audit4 subscribers are entitled t - with n extra csts. Requests fr services utside thse utlined belw may incur additinal fees which wuld be negtiated with S4S Management as required. Pre-Installatin Cnsulting Pre-Purchase Assessment Prir t purchasing new hardware fr an Audit4 installatin, S4S Supprt can: Assess the suitability f any existing IT infrastructure (r laptp in the case f a standalne installatin) fr an Audit4 Installatin. Advise n whether new purchases/upgrades are required r desirable. Prvide sme general guidance when purchasing new servers r ther new IT infrastructure items (e.g. Printers and Scanners). Pre-Install Health Check Prir t installatin, S4S supprt staff can cnduct a brief health check t ensure there are n pre-existing issues that might negatively impact n Audit4. Remte access needs t be prvided t S4S Supprt fr this t be cnducted. If issues are discvered, a reprt with details and suggested actins will be prvided befre installatin will cmmence. Audit4 Installatin and Cnfiguratin The installatin service is a significant prject that typically invlves: 1. Install Database Engine (if using the free Micrsft SQL Express Editin 1 ), 2. Create new Databases and cnfigure with practice details as prvided in New Site Details frm available here: 3. Upgrade Audit4 database frm install versin t latest general release. 4. Create Audit4 usernames fr staff and practitiners. 5. Initial referring dctrs imprt where a suitable data set is prvided. 6. Initial patient lad if current Patient Management System (PMS) allws a data exprt f patient demgraphics. 7. Cnfiguratin f autmated Patient demgraphic transfer where cmpatible PMS is being used (via patient.in). 8. Cnfiguratin f Audit4 Database Backups. 9. Install Audit4 Client sftware n wrkstatins in the practice r prvisin f a semiautmated mechanism t install Audit4 client sftware that lcal staff r IT Supprt can use. 10. Cnfiguratin f autmatic imprts f Investigatins results (Path, Radilgy) int Audit4. 1 Fr sites with 6 r mre cncurrent users, a standard editin f Micrsft SQL server might be required t ensure gd perfrmance. S4S Supprt can assist with this installatin but licenses must be prcured via yur IT Supprt prvider. Sftware 4 Specialists (S4S Pty Ltd)
3 Audit4 Backups Regular backup f the Audit4 databases is crucial fr minimising data lss in the event f hardware r system sftware failure. S4S Supprt will: Cnfigure Audit4 t perfrm backup database and media files t a designated backup flder n the server hard disk (r n the laptp fr standalne installs). These backups are s that yur site s nrmal backup sftware is able t read the files prperly s that the data is prtected in a restrable way. (MS SQL database files can generally nt be cpied directly, hence the need fr a special Audit4 backup that precedes yur nrmal data backup). The Practices IT SUPPORT MUST: Prvide a server backup prcess whereby the Audit4 backup files n the server, alng with ther practice data files, are cpied t remvable backup media (e.g. backup tapes r external hard drives). These then must be safely stred ff-site t prtect frm data lss in the event f a wrst case scenari disaster (e.g. fire, fld). If yu are a standalne laptp user yu must: Backup Audit4 regularly when prmpted upn exit, then Cpy resulting Audit4 backup files frm the laptp hard drive t remvable media (external hard drive, USB memry stick, clud backup service) and stre securely ffsite frm the laptp. Audit4 Letterheads, Page Layuts and Express Reprts S4S Supprt can prvide each practitiner with: Custmised Letterhead(s) that can be used n all their Express reprts (i.e. Letters). Page Layuts using the Letterheads and ther sectins that cntrl what yu want and where yu want it fr example yu may have ne fr yur custmised Letterhead with a layut fr windw envelpes plus anther fr letters t be sent electrnically. Express Reprts Templates that have predefined text and database cntent autmatically gathered frm the patient data (e.g. Patient Summary with Cnditins and Medicatins plus the last cnsult nte). Typically, a site might want 3 r 4 custmised Express Reprts in additin t the standard set that is prvided with Audit4. Cntent Templates - aut text phrases, cnsult nte templates etc. t prvide increased efficiency thrugh autmated cntent in cnsult ntes, and express reprts. ecrrespndence setup and integratin f Secure Messaging systems fr the receiving and sending f electrnic crrespndence. This includes the wrk t interface with Argus, HealthLink, Medical Objects, r ReferralNet. Sftware 4 Specialists (S4S Pty Ltd)
4 Applicatin Management Services S4S actively helps t manage yur Audit4 installatin. Many administrative tasks are rarely dne and rather than burden practice r lcal IT Supprt staff with having t learn hw t perfrm these tasks, S4S Supprt can d these n behalf f the practice. Audit4 Username Management Audit4 New Usernames and permissins as staff cme and g. Resetting a user s Audit4 passwrd if it is frgtten. NOTE: Yur cmputer lgns and passwrds are the respnsibility f the practice r the practice s IT Supprt prvider. Centrally Managed Data Sets Maintenance and Updating f: Investigatins Prviders (Path/Imaging Labs) and assciated address and phne details fr thse lcal t yur practice that yu refer patients t. Diagnses, peratins/prcedures. Maintaining and updating f clinical wrksheets. MIMS fr thse with a MIMS Integrated subscriptin, MIMS can be upgraded upn request. Audit4 Database and Applicatin Upgrades Yur annual subscriptin entitles yu t the benefits f new versins f Audit4. S4S Supprt will perfrm these upgrades fr yu at least nce per year (usually mre frequently). Audit4 Health Checks Health checks are generally perfrmed whenever a site is upgraded but can be dne at any time upn request. A health check may be as simple as ensuring the Audit4 backups are functining crrectly and server disk space is OK, right thrugh t assisting with full disaster recvery test. Applicatin Supprt The S4S Supprt s Service Desk phne number and/r address can be used fr: User Assistance where a user is nt sure hw t d smething within Audit4, S4S Supprt can: help directly (in mst situatins) ver the phne ften using Audit4 Client Supprt t remtely cntrl yur cmputer, r fr questins that require specialist clinical knwledge, the query can be escalated t the apprpriate S4S Specialist and, if required, further training can be arranged. Incidents - if Audit4 is nt accessible r nt wrking as intended, S4S supprt will prvide assistance. Incidents that are having a high impact n a practice will be given the highest pririty. Sftware 4 Specialists (S4S Pty Ltd)
5 Feature Requests - if an Audit4 mdificatin r new feature is wanted, yu shuld cntact S4S Supprt. Supprt staff will endeavur t get a clear understanding f the requests and will lg the details. S4S Management Team and the Develpment team will assess the request n its merits fr ther users f Audit4, alng with the resurces required t implement. Requests that are deemed f benefit t ther Audit4 users and where develpment csts are reasnable, will be undertaken at n cst t the requestr. Please be aware that the develpment lifecycle can take sme time depending n the request as there is a need fr all develpment changes t underg testing, as well as being released t Audit4 alpha sites and beta sites fr a testing perid. If the request is unlikely t be f benefit t ther users f Audit4 and/r the csts f develpment cannt be justified, then the client may be given the pprtunity t fund (r partially fund) the assciated develpment csts. Issues - If Audit4 has recurring issues such as freezing r exceptin errrs, yu shuld cntact S4S Supprt. Audit4 has an exceptin handling system that can send details t S4S fr develpers t analyse and in many cases eliminate the rt cause in a future release. It is helpful if users can briefly describe what was being dne leading up t the exceptin and t send t S4S s that develpers can try and replicate the issue in a test envirnment as part f the rt cause analysis. Supprt Requirements Fr S4S t be able t efficiently prvide effective supprt the fllwing is required: Bradband internet access is required fr Audit4 t dwnlad updates. Prxy / perimeter firewall needs t allw TeamViewer t allw quick supprt t be prvided t Audit4 users. (A TeamViewer quick supprt applicatin is included within the Audit4 Client). Remte Access fr S4S Supprt staff t the Audit4 server t allw supprt staff t perfrm the installatin, perfrm upgrades, and prvide nging applicatin management tasks utlined earlier in this dcument. Remte Desktp Cnnectin (preferred) r prducts like lgmein r TeamViewer are alternatives. Dwnlading f Investigatin Results Setup S4S Supprt can help facilitate the prcess f getting Pathlgy Dwnlad accunts created and getting the sftware wrking. The level f service prvided by the different path cmpanies varies greatly and S4S Supprt will endeavur t fill in the gaps where necessary. Nte that as this service is effectively dne fr free, it is dne n a best effrt basis. Missing Results When a practitiner is missing results fr a patient, S4S supprt can check t ensure that pathlgy dwnlads are wrking, hwever it is best that practitiners r Practice Manager first check t see if ther results frm that cmpany are being received. Sftware 4 Specialists (S4S Pty Ltd)
6 Run the Request and Result Summary Reprt (within Audit & Search, Pathlgy). The secnd table shws the mst recent result date fr each investigatin prvider which helps ascertain whether r nt the dwnlad prgram is wrking. Ring the investigatins prvider results htline and they can see where a patient s result is in their lab system, and/r identify if results are nt being dwnladed. If a cmpany s results are believed t have stpped dwnlading r imprting int Audit4, cntact S4S Supprt t investigate further. Peripheral Supprt Printing frm Audit4 Wrkstatins shuld have printers installed and be able t print frm ther Windws sftware by yur IT Supprt prvider. Once this has been dne, printing frm Audit4 shuld wrk withut issues. S4S Supprt will assist when printing frm ther Windws applicatins is wrking but Audit4 printing is nt. Befre calling S4S Supprt, yu shuld check if yur printer can print frm Internet Explrer, and/r MS Wrd and if this fails yu shuld refer this issue t yur IT supprt prvider. Remte Printing: If yu access Audit4 remtely via a Remte Desktp Cnnectin t a server, yur lcal IT Supprt prvider may need t install printer drivers n the server. S4S Supprt can wrk with yur IT Supprt prviders, where required, t help reslve printing issues. Scanners Scanners shuld first be setup by yur IT Supprt staff t the pint where windws scanning is wrking. After this, S4S Supprt can assist with cnfiguring and tuning the scanner settings within Audit4. If a scanner stps wrking, it is imprtant t test the scanning functins utside f Audit4 t see if the cnnectin t the scanner is still perable if nt a cmplete restart f Windws and the scanner may be required. If this happens frequently, please cntact S4S Supprt fr further investigatin. Remte Access Remte Access is nt prvided by Audit4 directly but yur lcal IT Supprt shuld be able t prvide ne r mre methds f remte access t yur site that allws yu t use Audit4. Cntacts Fr access t any f the services utlined abve please cntact S4S Supprt: Phne supprt@s4s.cm.au Sftware 4 Specialists (S4S Pty Ltd)
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