First things I’m going to talk about knowing our environment to be a good support for you. Not only we need to know our applications well but we also need to know and understand the environments they reside on. So, we need to know everything about the architecture of your server farm.
This allows us to see what feeds into, what data comes out of all the applications that we will be supporting and many times during this review we find a little one off applications interfaces or other types of connections that could have been overlooked do their initial scoping of the project also with that being said we need a spreadsheet or flow sheet of the servers and all the ins and outs doesn’t give you all of the information you need to know about that environment.
So, we need also the spreadsheet that tells us the system environment specifications of these servers.
We also need to know what resides on each server. Sometimes you might have a database server and if you’ve got an application that has a very small data base you don’t want to waste all that resource Application Management Services. On that one small database, you might have several other small databases sharing that server and then it’s good to know that when we are doing a support work or upgrades or troubleshooting a problem.
If the other databases that reside there belong to applications that are supported by another team, then we know who to reach out to and coordinate efforts so that if we have to reboot or some downtime that we know when it’s going to be less impacting on them or can bring them in to make some decisions on when that needs to be done.
We also need to know the IP addresses of the servers we need to know. If it’s a cluster, what’s the active node and what type of thing and the spreadsheets can tell us that. Also don’t forget when you provide this to your support team don’t forget to include any test environments training and development staging environments because we need to know all of those as well.
When we’re supporting you appropriately the next thing, we want to talk about is what all falls under our umbrella? What all are we responsible for? and how do we handle doing things the way you’ve always done them. We need to take on what that role looks like for us within the whole IT reporting structure for your area or for your organization at a minimum.
We want to be mindful of shared duties for applications that might overlap with other teams. For example, an organization that will recently been working with they have the acute side and the amulet or a side and they both share a patient portal. However, the acute patient portal functionality is supported by one team. The ambulatory side is supported by our team and what we have to do then is coordinate efforts if a patient is calling and saying that they’re having issues with something trying to decide.
It is very important not only for just the current camaraderie of the teams working together but also for the vendor and for the patients. If they were to have problems so we need to be a unified front when it comes to those people and knowing each other and building that relationship helps bring that to the forefront even more the other caveat to knowing our role and fully understanding what we do and where we fall is with all of the downstream and upstream applications that we have.
There’s been many times that we’ve in scoping the project we did not realize that there were these small little applications out there because they were web-based that we didn’t catch and then when trouble came or an upgrade came for that little application or things quit feeding into our system from that application.
So, it’s very important for us to really layout everything we can think of and to discuss the what if and how that is going to be handled if things like that come up in the future. So, these are all things that we need to understand well so that we can provide the best service to your organization.
For example, screening for diabetic eye exams if there’s someone specific who is checking the program to ensure the patients who are marked diabetic and are getting their eye exams in the value-based time period and are currently doing site visits to review the compliance programs and dress concerns.
Taking another example, we’ve seen a very large multi-state organization having only one person doing site visits to explain the value in quality-based incentive programs. these players have got personnel you can limit the time spent per office, if you’re utilizing reporting services that have licensing free requirements such as direct IDs
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