GetWellNetwork support will be tailored to accommodate your existing hospital maintenance and support teams. During implementation we jointly identify the appropriate hospital staff to contact for specific system issues. We establish relationships with those people and departments, and tailor our support processes to integrate with your existing workflow. For example, if engineering has traditionally handled issues with the bedside TV—we happily work within that context. If bio-med replaces pillow speakers, we reach out to them as appropriate. In the end, our support model becomes a collaborative and efficient effort with minimal impact on your existing hospital workflow.
Collaborative Support Tailored for You
Your GetWellNetwork support team, which includes an Interactive Patient Care (IPC) Manager and a Regional Director, are your advisors for patient engagement. The support team will work to ensure that you’re getting the most out of your GetWellNetwork system – helping you implement the appropriate functionality to meet the goals of your OAP, fostering patient and staff utilization, and training hospital staff. Additionally, a toll-free number is provided for patients, staff and families to call for system support at anytime.
Hospital service begins with supporting the in-room hardware for the GetWellNetwork system. Sometimes this responsibility falls with the hospital IT department, facilities or biomed staff. The next level of support are the system managers. System managers help decide and manage the content that is displayed to the patients. System managers also work closely with the ‘super users’. Super users are staff on each floor/unit with a deep understanding of GetWellNetwork that nurses and staff can quickly turn to with their questions. And the top level of service provided by the hospital are the IPC champions. These individuals are executive level sponsors for the GetWellNetwork system – reinforcing the hospital’s commitment to patient-centered care.
As part of our collaborative support model, GetWellNetwork delivers world class service to support Interactive Patient Care in your hospital. GetWellNetwork support covers all critical system issues that may arise as well as patient concerns and questions about the GetWellNetwork system. We provide dependable, proactive technical support programs that are responsive, efficient, and tailored to compliment your existing maintenance and support departments, including:
- 24/7 proactive system monitoring for maximum performance of your GetWellNetwork system
- Immediate access to live personnel with rapid escalation and issue resolution
- Full access to Systems Specialists, engineers and online technical resources
- Support activity reporting to help you evaluate problems and determine root causes
GetWellNetwork support begins with our call center. A toll-free number is provided for patients, staff and families to call for help at anytime. The call center, located in the U.S., resolves the majority of customer inquiries within the first call. Your call will be immediately answered by a Support Technician. If the Support Technician requires assistance in resolving the issue, your call will be escalated to a tier 2 Support Engineer. Within the hour, Support Engineers will respond to your inquiry and begin working to resolve the issue.
Even when not on a call, GetWellNetwork is monitoring your system for maximum performance and up-time. GetWellNetwork uses advanced diagnostic and tracking software to ensure your system and content are running at all times, the network connections are keeping the system online, the interfaces between GetWellNetwork and your hospital information systems are operational and each device in the patient rooms are up and running. If something is awry or indicates an ensuing failure, GetWellNetwork staff will work proactively to resolve the problem and maintain operation of the GetWellNetwork system in your hospital.
Monthly Performance Reporting
Reporting on the status and support of your GetWellNetwork installation will be provided in monthly reports. These reports will help you evaluate problems and determine solutions for improvements. In addition to utilization statistics, the monthly report will include information about the number of callers, their reported issues, and the resolution to those issues. GetWellNetwork will also provide you with data on how your hospital’s system is performing compared to other hospitals.
You can rely on us to help you maximize the performance of your GetWellNetwork system and work collaboratively with your staff to efficiently resolve issues. This comprehensive system support is available to your patients and staff with a simple call to our toll-free number.