1- Why ?
For healthcare facilities accommodating inpatients, it is essential to have access to patient data at all times. Previously, maintenance was provided only on business days from 9:00 a.m. to 6:00 p.m. The KHEOPS 24/7 project now enables our clients to restore ClevEHR servers in the event of an outage, regardless of when the incident occurs.
As a result, our clients can rely on ClevEHR at any time, day or night.
In the event of an issue occurring over the weekend, they can now be assisted before Monday, thanks to the availability of multiple experts, including during night hours.
The implementation of this service provides clients with improved incident management and, consequently, reduced pressure in the event of prolonged system failures. On-site teams are far less impacted and can avoid activating degraded modes of operation (such as printing medical records) during nights, weekends, and public holidays.
2 – How ?
To meet these 24/7 maintenance requirements, we implemented a dedicated organization, including:
- The deployment of on-call triggering probes,
- The setup of a call-out escalation chain,
- Effective escalation management,
- An on-call rotation schedule for employees,
- Defined quality procedures.
3- Who is involved?
All of our clients are concerned. We also work with various Switzerland-based service providers for server hosting. Some clients have chosen to host and maintain their own infrastructure independently.
To maximize server efficiency, we are working in parallel with a partner that currently provides 24/7 maintenance services.
At present, the project is live with one of our clients and is being rolled out to additional healthcare facilities.
Any organization using the ClevEHR solution that wishes to do so can benefit from this service, ensuring coverage in the event of a server outage. This represents a significant advantage, enabling facilities to restore access to the solution as quickly as possible.
