TPC performs all adds, moves and changes with direct access to your database. Your organization queues the changes through a central automated, web-based process and we incorporate the changes. In some cases, we can create an automated process within the HR function of the hospital.
We report status on performance and make recommendations which should reduce the frequency of reactive calls for changes. We generally do not impact the physical effort of making changes to your network.
TPC Healthcare’s asset management portal DeviceKeeper.com is a comprehensive asset management service. Devicekeeper.com tracks badges from the time they are put into production, through any warranty services that may be necessary, and through retirement. You have real-time access to warranty expiration dates, as well as usage data (including identifying the last user of a device). DeviceKeeper.com includes facilities for tying devices to cost centers, specific users to devices, and a variety of other features that allow us to better manage your inventory with you. Our process for managing returns is rather simple – as opposed to the traditional, burdensome process. We supply postage-paid envelopes addressed to our facility. Users simply check off on the envelope some of the issues and drop it in the mail. There is no Return Materials Agreement (RMA) needed between TPC and the hospital. We manage badge assets by serial number through Devicekeeper.com. In addition, we will configure your badges and return them back to the specific department within the hospital.
Our on-site clinical lead works with unit managers to assess training needs. We schedule regular “on the unit” time to assess and support users. This proactive and scheduled approach helps us become the go-to team to support training. We become a well known resource to users for help and training - both formally and informally.
Our efforts in end-user training generally accomplish the same goal as formal super-user training. Because we work closely with unit managers on the design of the system, we alleviate a lot of need for heavy super-users. Managers intimately learn the design of the system and become strong end-users. With consistent policies and procedures on the units and with good communication and management of those policies and procedures, the need for a traditional super-user is reduced.
We help your operations run smoothly by spending time on the unit training users. We also take a weekly snapshot of the report server to review and identify areas for improvement. Our support keeps you from functioning in a highly reactive support mode so that you avoid performance issues.
Our technical support addresses two key areas that can require heavy attention from your internal resources. First, we manage the badge repair process. Second, anyone can call our help desk. There is no limit and we have customers whose end-users use our help desk for assistance. We can frequently resolve issues before they need attention from your technical support resources.
Our team plans with your staff then arrives onsite to perform upgrades. More importantly, we work with you to identify change management aspects of any upgrade because it may impact users and administration. Our Account Manager notifies you of the changes and prepares detailed change management documentation, then works with you team to put the changes in place and keep things running smoothly.