| Criteria for EMR Solution
Availability |
Performance Level |
| EMR solution availability |
The EMR solution is to be available at least 99.90% of time for
each clinic in any calendar month, excluding scheduled
downtimes. |
| Scheduled downtimes |
Regular downtimes may be scheduled a maximum of once per week.
Each occurrence is to be a maximum of four hours and scheduled
between 1 a.m. and 5 a.m.
A maximum of two additional downtimes per calendar year, between
four and eight hours in length, may be scheduled. The downtimes may
be scheduled between midnight and 5 a.m. daily or anytime on
Sunday.
|
| Recovery from system failure |
Recovery is to occur in less than 30 minutes. Frequency of
occurrence or any longer recovery time is subject to the
appropriate service level miss consequences. |
| Restore from latest backup |
Restoration time is two hours or less per 10,000 patients in
the physician organization database. Frequency of occurrence or any
longer recovery time is subject to the appropriate service level
miss consequences. |
| Test backup and restore |
Testing is to occur at least once per quarter. |
| Response time - screen refresh |
Response time for screen refresh is less than or equal to one
second more than 99% of the time. |
| Response time to receive inbound lab/DI results via
interface |
The response time is 30 seconds or less for greater than 99% of
requests. |
| Interface issue monitoring |
The service provider must self-identify the issue in 60 minutes
or less greater than 90% of the time. |
| Interface issue resolution |
The issue is to be resolved in 60 minutes or less (for issues
on the service provider side not requiring help from
sending/receiving agency). |
| Response time - patient lookup |
Response time from choosing the patient to seeing the patient
file is two seconds or less for greater than 99% of requests. |
| Response time - load healthcare service provider inbox/task
list |
Response time is two seconds or less for greater than 99% of
requests. |
| Response time - process requisition |
Response time from healthcare provider finalizing the order to
screen refreshing with transaction completed is two seconds or less
for greater than 99% of requests. |
| Response time - view clinical note |
Response time is two seconds or less for greater than 99% of
requests, excluding attached files (e.g., PDF, Word). |
| Response time - produce a graph of two lab tests and one
medication |
Response time is three seconds or less for greater than 99% of
requests. |
| Response time - produce single healthcare service provider-
specific reports of two variables against physician organization
database |
Response time is ten seconds or less per 5,000 patients in
practice for greater than 90% of requests. |
| New user creation |
New user creation takes one day or less for greater than 90% of
occurrences. |
| Password reset |
Password reset takes ten minutes or less for greater than 90%
of occurrences. |
| Level 1 help desk services - first response if automated |
Response is in ten seconds or less for greater than 99% of the
time. |
| Level 1 help desk services - first response to call |
Response is in ten minutes or less for greater than 90% of the
time and in 20 minutes or less for greater than 99% of the
time. |
| Level 1 help desk services - first response to email |
Response is in 60 minutes or less for greater than 90% of the
time. |
| Level 1 help desk services - first response to voicemail |
Response is in 60 minutes or less for greater than 90% of the
time. |
| Level 1 help desk services - first response to incidents not
requiring Level 2 or Level 3 support resolved during first
call |
Incidents are to be resolved during the first call at least 70%
of the time. |
| Level 2 or Level 3 support - Priority 1 issue resolution |
Issues are to be resolved in two hours or less for greater than
90% of the time.
A Priority 1 issue is an incident with severe production impact on
patient care, physicians and their staff. No alternative or bypass
is available. This category requires immediate attention and work
will continue until the incident has been solved or a workaround
has been identified and implemented. |