Services Description

GPSoC Service Name

Automated Arrivals

GPSoC Service ID EGAAS2Functionality/Service Overview

Automated Arrivals is a patient self-check in touch-screen system that allows patients to check themselves in for an appointment and book their next appointment.

Full EMIS integration means the practice check-in system is aware of all appointments made with doctors, nurses or other healthcare professionals at the practice, and what’s more it’s compatible with branch sites too.

The Automated Arrivals system can also be configured to ask the Patient some specific questions when they check in, such as confirming their telephone number or their smoking status. Please note that the questionnaire module is an optional add-on to the standard Automated arrivals product. (please see related products and services)

Further information can be found at http://www.egton.net/

Current Integrations with Principal Clinical Systems: EMIS LV, PCS and EMIS Web

Support Standard Service Performance & Support:

Service MetricsSeverity Level

Initial Response Time & initial diagnosis

Resolution (where remote resolution is possible)

Response (on-site)

Resolution (on-site –excluding data recovery)

Contract Remedies

Critical 1 Working Hour

2 Working Hours

4 Standard Maintenance Hours

8 Standard Maintenance Hours

Available

High 1 Working Hour

4 Working Hours

8 Standard Maintenance Hours

8 Standard Maintenance Hours

Unavailable

Medium 1 Working Hour

8 Working Hours

16 Standard Maintenance Hours

8 Standard Maintenance Hours

Unavailable

Low 1 Working Hour

16 Working Hours

5 working days

8 Standard Maintenance Hours

Unavailable

Support Arrangements

Service Desk

The Service Desk provides a comprehensive portfolio of services, as outlined below. In all cases the Service Desk is the owner of all Incidents reported by the client. Each Incident is given a unique identifier (ECR number) and any actions are recorded real-time into the ECR and stored in the EMIS Customer Database (CDB).

All difficulties relating to your Automated Arrivals should be reported to the Service Desk. Initial diagnosis by the Service Desk will determine the nature of the reported Incident, anticipated Response times will be dependent upon the severity level of the reported Incident as outlined in the Service Level Matrix (for example, our response to a System

Down would be 4 hours on-site).

Telephone Support

Available 24/7/365 the Service Desk is a department dedicated to resolving the technical issues of our Customers. All the staff are technically skilled and trained in customer service so they are able to deal with calls direct from the customer. This team can be contacted in one of four ways:

Telephone the Service Desk Help Line at any time. Calls may be monitored for training purposes.

Fax the Incident through to the Service Desk using the dedicated fax number; this should not be used for urgent faults.

Email the Incident to support@e-mis.com You can log the Incident via the online ECRtracker available on www.Emis-

online.com If an Incident is experienced outside support hours there are a number of steps that

can be taken: Refer to the On-Screen Help Text or the relevant User Guide to try to resolve the

incident. You can log the Incident via the online ECRtracker also available on www.Emis-

online.com

On-Site Fault Repair

Available Monday to Friday 0900 – 1700

Complete parts and labour cover is provided for repair of the Automated Arrivals unit covered by this Specification

All our Network Consultants are trained internally and by manufacturers this means that they are able to process warranty repairs with no additional charge to the customer, and because all Network Consultants are employed directly by EMIS we ensure they have the skills to perform any application or data reconfiguration. To the customer this means that all the work required is performed by one person from one organisation.

As part of the deployment process, the Network Consultant is made aware of the issues at the Customer premises before his arrival. Upon arrival the Network Consultant will introduce themselves, explain what they will be doing, the effect on Customer, and negotiate room access. Once the work has been completed the Network Consultant clears the call verbally with Head Office, arrange for additional work to be completed if required via head office and produce a detailed report which is saved centrally at EMIS. The Customer will then receive a follow-up call from the Service Desk to agree closure of the Incident.Availability Standard: N/A as dependent on local infrastructure

however support arrangements are offered as follows;

Telephone Support24/7/365

On-site Support0900 to 1700 Monday to Friday. Excludes Public Holidays

Incident Fix Times Standard: Please see above table in Standard Service Performance & Support

Helpdesk Standard: 24/7/365

Dependencies Infrastructure dependenciesCabling requirements:- Double electrical power point- network socket including cabling to the Comms cabinet which must be located on the same floor as the Arrivals unit and within 150mLocal Personnel dependenciesPractice personnel are trained on how to customise and use the Automated Arrival system.

Related Products or Services

Where multiple products and services are offered by the Suppliers that have some form of interdependency e.g. one product or service needs to first be in place before this one can be provided or vice-versa then this should be identified here

The Questionnaire module is an optional feature available for use with an Automated Arrivals unit.

It allows practices to collect QOF data by creating targeted questions for specific groups of patients with the QOF questionnaire module. Asking questions about exercise habits at this point can save valuable time during consultation. Information is collected and sent straight into the EMIS system.

Pricing Information

Pricing Approach Standard Price (£’s)£2475.00 per device one-off charge

Based on the S100 Wall mounted Automated Arrivals

Customers are charged a yearly support fee for their kiosks of £405.59 plus £100 for each additional kiosk. Customers who purchase 4 or more kiosks, will not be charged an additional support fee for the fourth kiosk and will only pay a fee for the first, second and third kiosk.

Unit Price (£’s);

Description of Variant Service (as elaborated in Annex A of Schedule 4.1 (Supplier Solution)

Price of Variant Service

Service Variant description 1:

Automated Arrivals S100 Desktop £2,475.00 per device one-off charge

Customers are charged a yearly support fee for their kiosks of £405.59 plus £100 for each additional kiosk. Customers who

Unit Price (£’s);

purchase 4 or more kiosks, will not be charged an additional support fee for the fourth kiosk and will only pay a fee for the first, second and third kiosk.Service Variant description 2:

Automated Arrivals S500 Floor Standing £3,395.00 per device one-off charge

Customers are charged a yearly support fee for their kiosks of £405.59 plus £100 for each additional kiosk. Customers who purchase 4 or more kiosks, will not be charged an additional support fee for the fourth kiosk and will only pay a fee for the first, second and third kiosk.

Invoicing Terms Invoice frequency

Invoiced upon installation (arrears).

Invoice delivery period:

Invoiced upon installation (arrears).

Payment Terms Due date for payment

30 days after invoice

Dependencies Infrastructure dependencies (networks, hardware, software etc.)

Cabling requirements:- Double electrical power point- Cat5 socket including cat5 cabling to the Comms cabinet which must be located on the same floor as the Arrivals unit and within 150m

Service dependencies

Local Personnel dependenciesPractice personnel are trained on how to customise and use the Automated Arrival system.

Related Products or Services Where multiple products and services are offered that have some form of interdependency e.g. one product or service needs to be first in place before this one can be provided or vice-versa then this should be identified here;

The Questionnaire module is an optional feature available for use with an Automated Arrivals unit.

It allows practices to collect QOF data by creating targeted questions for specific groups of patients with the QOF questionnaire module. Asking questions about exercise habits at this point can save valuable time during consultation. Information is collected and sent straight into the EMIS system.Related products or services that can be provided at a lower price consequent to this product or service being in place

Not Applicable

Related products or services that need to be in place to enable this Product or Service or to allow this Product or Service to be delivered more efficiently

Not ApplicableResource Based Pricing Where charges contain an element of charging for staff time (e.g.

training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within the supplier details section of the catalogue together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)

Not ApplicableOther pricing information Deployment arrangements: costs, duration and activities

associated with the deployment of this product or serviceNot Applicable

Other

For customers that are currently receiving the service provided by this Catalogue Item then EMIS will offer the service at their current annual charges where these are less than the Guaranteed Maximum.

By mutual agreement between the customer and the supplier, to aid the transition of existing services and the administrative convenience for new orders, this product or service can be invoiced and paid either annually or quarterly in advance by inserting a special term in the Order.