Services Description GPSoC Service Name Risk Stratification GPSoC Service ID Functionality/Service Overview 1YRSC1-15 The QAdmissions predictive risk algorithm has been fully integrated into EMIS Web clinical system to allow en-masse risk profiling of patients. This risk profiling tool enables practices to easily identify patients who may be at risk of an unplanned hospital admission in the next 12 months, and proactively manage these patients using a suite of clinical decision support tools. Current Integrations with Principal Clinical Systems: Fully integrated into EMIS Web. No other Principal Clinical Systems supported. Support Standard Service Performance & Support: EMIS Support is geared towards following Industry Standard Best Practice. EMIS provide a Service Desk and Support function to its customer base, which takes on average around 35,000 calls and logs 20,000 new Incidents a month. EMIS Support has an average Incident first time fix rate of 80%. The Support function is made up of Technical Support teams who specialise in areas of the clinical systems and the underlying architecture, with over 100 Support Consultants in the teams. This allows EMIS to provide a specialisation in key areas. If the Technical Support teams Identify a Problem in the resolution of the Incident or whilst providing a work around, then the technical Support teams record the Problem on the Problem management system and assign this to a specialist Problem analyst. EMIS manage Incidents against defined Service Levels and the Support teams work load is directed by the severity and priority of Incidents. EMIS provide software support through a variety of methods; Telephone Support (0845 122 2333) – EMIS use an advanced telephone system, which allows real time management of inbound calls and provides customers with the option to talk to one of our support consultants. Email (support@e-mis.com) – Customers can report faults to EMIS at any time via Email. All faults reported via this address are processed and allocated an Incident Reference (ECR) automatically. Support Centre – Accessible via EMIS Web, the Support Centre contains a vast array of training and self-help resources including video’s and a forum allowing customers to post new questions to EMIS Support and search through questions that have already been answered. ECR Tracker – The ECR Tracker is the quickest and most convenient way for customers to log new issues or track the progress of outstanding ones, It is clear and simple to use and is accessible through the link with-in EMIS Web. Service Relationship Management (SRM) Team – EMIS also have a regional SRM Team that are responsible for visiting customers to discuss any support issues they have in an account management capacity. Availability Standard: Standard Service Level Availability 99.9% Incident Fix Times Standard: Incident resolution times Severity 1 Severity 2 Severity 3 Severity 4 Severity 5 2 Hours* 4 Hours* 16 Hours** 48 Hours** 144 Hours** *Timings for severity 1 & 2 incidents are applicable 24/7 365 days. **Timings for severity 3, 4 & 5 incidents are applicable during support hours only Helpdesk Standard: Telephone Support 0845 122 2333 Core Support Hours 07:30 – 19:00 (Monday – Friday) 09:00 – 13:00 (Saturday) Support Hours 06:30 – 20:30 (Sunday - Saturday (inclusive) including Bank Holidays). Dependencies The QAdmissions algorithm, while integrated into EMIS Web, is developed and maintained by ClinRisk. Infrastructure dependencies Risk Stratification is an add-on product for EMIS Web. Only users of EMIS Web can utilise the application. 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 EMIS Web must be installed. Risk Stratification is an add-on to this principal clinical system Pricing Information Pricing Approach Standard Price (£’s): Unit Price (£’s); £600 £600 per practice per annum Where alternative prices are available for variant levels of service, these must be elaborated below. These variant services must be consistent with those identified within Annex A of Schedule 4.1 (Supplier Solution). Description of Variant Service (as Price of Variant Service elaborated in Annex A of Schedule 4.1 (Supplier Solution) Service Variant description 1: Unit Price (£’s); No other variants available Service Variant description 2: No other variants available Service Variant description 3: No other variants available Unit of charge (e.g per practice, per device, per patient etc); Time period (e.g.one-off charge, per month, per quarter ,per annum etc.) Unit Price (£’s); Unit of charge (e.g per practice, per device, per patient etc); Time period (e.g.one-off charge, per month, per quarter ,per annum etc.) Unit Price (£’s); Unit of charge (e.g per practice, per device, per patient etc); Time period (e.g.one-off charge, per month, per quarter, per annum etc.) Integrations with Principal Clinical System Providers Where there is a current or proposed integration with a Principal Clinical System Provider, details should be provided of any price differences that apply for: Compliant / non-compliant Lot 1 integrations or variations; and Not Applicable - No other Principal Clinical Systems are supported other than EMIS Web Price Variations that are dependent on the identity of the Principal Clinical System Provider Not Applicable - No other Principal Clinical Systems are supported other than EMIS Web Invoicing Terms Invoice frequency : Invoiced annually in arrears Invoice delivery period : 365 days after service activation Other invoicing terms: None Payment Terms Due date for payment : 30 days after receipt of invoice Details of any early payment discounts: None Any other payment terms: None Discounts Details of any volume discounts, including details of the volume bands and the discounted price applying to each discount band GP 1 Year Risk 2 Year Risk Practice Stratification Stratification Number Contract Contract Bandings (per practice) (per practice) % Discount % Discount 1-15 0% 5% 16-25 3% 8% 26-35 7% 12 % 36-45 10 % 15 % 46-55 13 % 18 % 56+ 17 % 21 % Details of any multiple service discounts, including the service combinations that qualify for a discount and the discounted prices applying to each combination None Details of other available discounts. e.g.to different customer types(e.g. large/small; new/existing), by geographical area, by sector None Dependencies Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party, Practice, other supplier) relating to the provision of the product or service: The QAdmissions algorithm, while integrated into EMIS Web, is developed and maintained by ClinRisk. Infrastructure dependencies (networks, hardware, software etc.): Risk Stratification is an add-on product for EMIS Web. Only users of EMIS Web can utilise the application. Service dependencies: None Local Personnel dependencies : None 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; EMIS Web must be installed. Risk Stratification is an add-on to this clinical system Related products or services that can be provided at a lower price consequent to this product or service being in place None 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 None Resource 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 applicable Other pricing information Deployment arrangements: costs, duration and activities associated with the deployment of this product or service There are no additional deployment costs. Activation of the software will be performed by EMIS Deployment upon receipt of a signed contract. This will be performed remotely without the need to visit the customers’ site. Exit arrangements: costs, duration and activities associated with the termination of the supply of this product or service Upon termination of supply, EMIS will deactivate the QAdmissions functionality within the users’ clinical system. This will be performed remotely by EMIS without the requirement to visit the users’ site. If a yearly contract is not renewed, this deactivation will occur no later than 30 days after the expiration of the contract term. Other 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.