Overview
The CareScope team strives to provide a total turnkey approach to implementation, start up, and post- implementation support. Realizing that each community we work with will have unique needs and varied resources available, we will work with the group to determine the
most appropriate services needed for your implementation. Our experienced staff is able to formulate an approach that includes training, support, and hosting along with other available add-ons including software customization, data integration, and consulting.
Customer Training
Training is done on site and can be supplemented with web based trainings, new release webinars, and User Group Meetings. We have provided both end user training and train-the-trainer sessions and are flexible depending on the needs and size of your group. Additionally we have an onsite computer training lab where we
hold scheduled training sessions to enhance users’ knowledge of the system. These sessions are usually focused on a specific area and may coincide with an update. To supplement the training sessions we will work with your group to help develop policy and procedures that will reflect the program’s goals and reportable outcomes.
Customer Support
The CareScope staff strives to provide world-class support. We are known for going the extra mile for our customers and pride ourselves on answering questions and taking care of issues in a timely fashion. We offer a Standard and a Platinum support package which includes an option for 24 x 7 support. The Help Desk can be reached by phone, email, or logged online utilizing our incident tracker where clients can follow the progress of their issues.
Our support team utilizes state-of-the-art tools to help ensure your issues are addressed and resolved in a timely fashion. From real-time screen sharing tools like Go-To-Assist to our web based Communication tool Customerwise ™, our support staff are able to actively interact with end users and ensure no incidents are closed without appropriate communication to the customer.
Customer Hosting
Hosting is provided in a state-of-the-art facility with various layers of security assuring that your data is safe and protected. The network has been configured with security at the forefront and firewalls, encryption, and auditing are utilized to assure data integrity. Additionally the data center is SAS70 compliant
and was built with redundant power and internet connectivity. The hardware in place is duplicated and the database servers utilize clustering through Microsoft SQL Server 2005. This enterprise hosting setup ensures maximum uptime and allows your organization to focus on its mission.
Client Consulting
The CareScope staff has gained a wide variety of experience implementing systems across the country. We are able to utilize this expertise to assist you in building your collaborative and implementing the system across a wide range of organizations. No two communities are exactly the same and our staff
will help you formulate an action plan that will help alleviate barriers and quickly bring everyone together. Additionally we can offer strategies to maximize system usage for program reporting and once the program is implemented, we can provide an evaluation report based on system utilization.
Integration
Systems integration is a key component of any CareScope implementation. From a standard one-time import of legacy system data to a XML or bi-directional interface, system integration can be completed by the CareScope interface team. Our team has experience with several EDI standards including
SIF, HL-7, CCR, HUD XML exchange, etc. We have automated interfaces from Emergency room encounter systems to de-identified domestic violence shelter data. Our team utilizes industry standard tools including secure ftp and NeoIntegrate ™ for HL-7 message handling.
Customization
The CareScope solution was built as a configurable and flexible solution. However on some occasions customer requirements will require a change that cannot be done without added development. While we continuously add new features during our product cycle, if an item is needed right away we are able to address that with a
customized development solution. Design and requirements are detailed and are provided so the customer can sign off on the work before any changes are made. Requirements are submitted for development and the customizations will be included with a service pack or a release depending on the stage of the product cycle.
