To ensure the success of each project, we place equal emphasis on all three aspects of implementation – technology, people and processes – and create a joint implementation team, in partnership with our clients. This not only reduces costs, but also equips our clients to continue independent implementation and provide operational support to deployed sites over the long term. Our highly skilled implementation, training and change management team works across the country and plays a vital role in ensuring the ongoing success and sustainability of our system implementations.
Given the mission critical nature of our solutions, it is vital that our clients have access to them every second of every day. To this end, our ITIL-aligned helpdesk delivers tailored, round-the-clock service and support 365 days a year to 388 sites across South Africa. It is staffed by a network of specialist support personnel – pathologists, pharmacists and other healthcare experts – who advise on situations within their area of expertise. The system itself provides constant feedback on the status of all calls, facilitates easy call escalation, feeds up-to-the-minute statistical information through to each department to ensure proactive maintenance of solutions, and delivers monthly reporting and an accurate audit trail of all logged incidents. Digital call routing manages problems as they arise and resolves situations quickly and efficiently, ensuring that the end user remains unaffected. Automated threshold based monitoring is offered on centralised systems on a 24/7 basis.
The role of our CIT is a crucial one: to ensure that our solutions are constantly evolving and that our clients’ return on investment is continuously improving. To achieve these goals, the CIT ensures that all deployed systems grow in line with legislation, user requirements and available technologies, enhances the operational efficiency of these systems, and ensures that maximum benefit is derived from the existing investment. The team comprises registered pharmacists and pathologists, nurses and other medical experts, all of whom are qualified business analysts. It engages with our clients through expert committees, user groups, administrators, end users and technical committees. The nature of the project will determine whether the CIT is a permanent or temporary component of the solution.
We provide IaaS in partnership with our Private Compute cloud-based infrastructure partners. This managed infrastructure layer provides a dedicated environment on a fully redundant hardware platform capable of scaling the underlying virtual resources. Through our Private Compute environment, we are able to construct fully customisable cloud services that integrate seamlessly with our clients’ existing systems. Our IaaS offering includes: 24/7/365 service desk and service management support, monitoring and management of all key system components, and utilisation and billing reports.
Central to the success of our ICT projects is a fully resourced project office staffed by highly experienced PMI-certified project managers and skilled administration personnel. This hub ensures that each project is completed in line with international best practices as defined by PMBOK methodology. Our LIS project for the National Health Laboratory Services, the largest of its kind in the world, was confirmation of the success of our approach, which includes a detailed project plan and gives specific focus to scope, cost and time management. Resource planning, close monitoring of risks and issues, and regular progress reports are also integral to each implementation, and change requests are processed through a formalised change management forum.
Our Patient Billing and Accounts Receivable (PBAR) solution includes medical switching through MediKredit, an established IT company and pioneer of online real-time medicine claims processing in South Africa. MediKredit covers all pharmacies across South Africa, over 200 private hospitals, more than 94 public sector hospitals, and over 5 500 medical practices. It provides switching and processing to over 4,6 million principal members of 83 medical schemes and processes around 4.9 million claims each month. MediKredit constantly monitors all integrations and has extensive controls in place to ensure that its system is available to medical scheme members and healthcare providers at all times.
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