what it takes to connect Professional Service with world-class, predictable outcomes Predictable Outcomes

Transcription

1 what it takes to connect Professional Service with world-class, predictable outcomes Predictable Outcomes

2 Professional Service with world-class, predictable outcomes Capsule is recognized industry wide as the leading provider of medical device connectivity solutions but our solutions are only part of the story. Our Professional Services team is also recognized for providing comprehensive, world-class services based on extensive experience and proven methodologies. Our Professional Services staff average years of experience working in healthcare information technology (HIT) and Capsule offers nearly two decades of experience world-wide delivering products and solutions featuring proven outcomes to ensure your success. How do we create Predictable Outcomes? Our professional services team offers various levels of implementation, service and support to meet your needs. Support starts when you initially engage with Capsule, extends through project management and implementation, and culminates with long term maintenance and support. Leveraging our expertise, you can streamline your implementation, reduce overall costs, and optimize your resources for greater predictability and high quality outcomes. Whether you need assistance with pre-sales consulting, implementation services, or maintenance and support, we offer a flexible approach that will meet your needs. Predictable Outcomes

3 Capsule is a great company to work with. They were on time with everything we needed from an implementation perspective. Their support team is incredible to work with. Capsule s training was excellent. It was on a nontechnical level, which made it easy to understand and learn. Once we understood the mapping between the device and our EMR, DataCaptor was relatively easy to use. Pre-Sales Consulting Capsule s Pre-Sales Consulting group works with medical centers to analyze their biomedical devices and systems architecture in order to recommend connectivity options that lead to successful solutions. We focus on maximizing the enterprise s current and future investments in technology. Pre-sales consulting deliverables include: Feasibility Study & Solution Design: receive a focused study and design tailored to help you determine the best options and approach for the medical device connectivity project at your facility. Functional & Technical Requirements: receive information on DataCaptor software capabilities as well as the extensive and growing library of medical device drivers including a summary of devices in use at your facility and the requirements of your clinicians. Commercial Proposal: receive a detailed review of your connectivity project requirements including the devices to be interfaced, the clinical information system(s) and a pre-sales budget estimate. Project Management & Implementation Over 1,100 facilities world-wide use Capsule for device integration. This unparalleled experience uniquely positions us to make recommendations based on best practices. Our proven track record, combined with the fact that the average tenure of our Professional Services staff is >20 years in HIT, instills confidence and helps customers conserve staff resources while delivering device data to the electronic medical record. In coordination with the Medical Center, Capsule Project Managers: Lead the device project kickoff and provide Capsule guides, specifications and documentation Facilitate design sessions on architecture, configuration and interfaces Provide a project work plan, sample test plans, scenarios and activation plan if needed Deliver Capsule guides, specifications, and project materials Track device driver updates if needed Work with customer to finalize deployment plans, locations and devices Assist with activation planning and preparations Engage clinical leaders and provide training for Mobile Vitals Plus TM (lower acuity) projects Capsule Technical Consultants: Conduct technical design sessions Assist and advise with hardware set up and configuration Install and configure software and Device Drivers on DataCaptor servers Set up and test interface connections and ports Provide Technical training to DataCaptor System Administrators Unit test data, support functional and integrated test cycles, and facilitate issue resolution Install and configure SQL and interface components for Mobile Vitals Plus Provide support for Go Live(s) based on project requirements

4 I am very satisfied with DataCaptor and the support we receive from Capsule. I highly recommend them. DataCaptor has been great because we can connect anything we need to, even though we have some really old devices here. We are connecting patient care monitors, ventilators, and cardiac output boxes, and we will be connecting some beds soon. Capsule s support is excellent. We have direct and phone access 24/7. If I have to leave a message after hours, I get a callback from a live person within a short period of time. It is great. Technical Training Capsule utilizes a hands on approach from start to finish. Technical trainers work directly with the hospitals technical staff on every step from initial set up through test cycles and Go Live. We teach the DataCaptor System Administrator what they need to know to manage the solution. Technical training topics include: How to assembly and mount Capsule hardware and how to install and configure DataCaptor software Techniques to master the DataCaptor Management Console and Web Admin Components Understanding database services and files essential for backup and disaster recovery How to access Capsule tools such as the Customer Web Portal and Deployment tool A detailed review of Capsule customer support procedures Clinical Training Clinical Training is designed for clinical end users of Mobile Vitals Plus, our lower acuity solution. Clinical involvement is essential to rapid adoption by clinical staff. Capsule provides training to Nurse Educators and Super Users following a Train the Trainer approach. Capsule will assist with Super User training and prepare them to train the remaining staff. If needed, we can provide roaming clinical Go Live support as well. Clinical training topics include: Advisory calls and support to design the optimum training approach for each facility On site classroom training Training presentations, guides and materials Technical Support Unlike many healthcare IT firms, Capsule s Product Support and Implementation teams are made up of the same experts. This experience directly benefits Capsule customers because there our support calls are actually handled by the same individuals that install the system - we call this high tech service with a personal touch. Technical support services offered to our customers include: 24x7 phone and support Webex sessions and remote assistance, working on your system if needed On-site assistance when necessary

5 Quotes from our customers in KLAS regarding maintenance: The integration with DataCaptor is nice because it is vendor neutral. As long as there is a portal and we can download a driver from Capsule, we can technically integrate whatever system or device that we want. We like that flexibility. DataCaptor is a workhorse. I think what sets it apart from other products is its compatibility with many different devices. If the clinical group wanted to change from a Cerner system to a Philips system, I don t think DataCaptor would have any problem adjusting from one system to another. Web Based Management Tools Technical support is always available to respond to customer needs. However, Capsule designed our solution so hospitals can manage device connectivity on their own using our innovative web-based management tools. The Software and Driver Download Center is a password-protected area that allows customers to easily and quickly download the latest DataCaptor software, drivers and updates - all with a few simple clicks. Benefits of our web-based software and driver download center are: 24 x 7 online access to all DataCaptor software and updates Online access to the world s largest library of device drivers 600 and growing Online access to all new drivers and driver updates to help you expand device connectivity Access to the Help File(s) for each device driver listing all the fields and definitions that can be interfaced to the clinical flow sheets Product documentation and Read Me files for all published device drivers from the device to the clinical flow sheet Capsule has a website and s me frequently to let me know what is going on. They also have knowledgeable staff members who are anxious to help whenever we give them a call. Capsule s solution also allows technical staff at medical centers to monitor and manage device connectivity quickly and easily from any networked computer through our innovative Web-based Administrative Management Console. Benefits of the console include: User-friendly ability to add, remove, configure and manage connections locally or remotely Troubleshooting tools that can run on the DataCaptor server, local PC or Capsule Neuron platform alerts that can be sent to users smart phone or PC for faster troubleshooting

6 Quotes from our customers in KLAS regarding support: I like Capsule s tech support. They respond incredibly fast. I get a response the same day. This is especially important in anesthesia because we need solutions on the double. Capsule s support team seems to completely understand that. The support is top notch. We interacted very well with Capsule, and they are still there to give us a hand if we have questions. We do web calls with them, and they are always on top of things and looking after our needs. We are extremely pleased with Capsule. Bottom line Capsule delivers world-class service with predictable outcomes Capsule offers a full circle Professional Services program including Pre-Sales Consulting, Project Management, Technical Consulting, Training and world-class Support. This program ensures customers the predictable outcomes needed to achieve their organizational goals. Capsule continues to have the highest KLAS Konfidence rating in the Medical Device Integration Systems Segment Capsule s Professional Services scores rank higher than most healthcare IT solutions, as measured by KLAS. In fact, Capsule s KLAS scores average points - all while continuing to have the highest KLAS Konfidence rating. Why does this matter? Because hospitals who select Capsule made their decision based on our history of delivering on our promises. Our customers recognize the immediate and long term value of our technical expertise. Why? Because Capsule knows what it takes to connect. DataCaptor is a great product. In the rare times when I have needed Capsule for their service and support in all the years that we have had them, they have always been right there and available to help us out. Predictable Outcomes Capsule Tech, Inc. 300 Brickstone Square, Suite 203, Andover, MA USA Phone: , Toll Free: