Preparedness for Unexpected Downtime Situations Business ......Snapchat, Discord, Shopify, iCloud...
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Transcript of Preparedness for Unexpected Downtime Situations Business ......Snapchat, Discord, Shopify, iCloud...
Preparednessfor
Unexpected Downtime Situations
&Business Continuity
Disclaimer
This webinar may be recorded. This webinar presents a sampling of best practices and overviews, generalities, and some laws. This should not be used as legal advice.
Itentive recognizes that there is not a “one size fits all” solution for the ideas expressed in this webinar; we invite you to follow up directly with us for more
personalized information as it pertains to your specific practice and issues.
Thank you, and enjoy the webinar.
About Us
Our passion is to provide solutions for our healthcare provider partners which help them improve patient care, enhance the patient experience and maintain a financially healthy practice.Since 2003 we have specialized in NextGen® Healthcare services including:
• Consulting• Hosting• Customization• And productivity tools such as ChartGuard® and RefundManager®
Regulatory Changes to Be Aware of for 2021 and Beyond
July 15, 2020
Upcoming Webinars
Go to: www.itentive.com EVENTS & EDUCATION tab to register
Preparednessfor
Unexpected Downtime Situations
&Business Continuity
Introduction
Tom SikoBusiness Development Manager
Joseph SchulzVice President Product Solutions
Welcome!
Today’s Webinar
Accessing Your Patient Records During an
Unexpected System Outage
Agenda
• Why practices invest in this type of a solution• EHR dependencies• How it works• Show the output generated by ChartGuard• Brief Itentive overview• Your questions
What We Are Talking About Today
Simply:• A business continuity solution that ensures the availability of your patient charts during EHR downtime
EHR Dependencies & The ImpactEHR is dependent on Complex Technology
• Servers, Workstations, Tablets, Scanners
• Local Networks, T1 Lines, Fiber Lines, VPNs, Wireless
• Internet Connections• Power, Cooling
Loss of Access to EHR means…• Quality of Care may be impacted• Lost Productivity• Lost Revenue
Multiple sources show Downtime Cost at $488 per hour per provider
• Embarrassment/Reputation
Failure History… Unexpected causes
Downtime can cost $488 / hour per provider
10 Provider Practice down for 4 hours costs $19,520
Who Cause Effect Duration Type
Cooling system failed caused by a plugged drain Server room shut down HVAC
Sprinkler line failed causing water to seep into the server room Decision made to shut down the server room Sprinkler
Jul 8 2015 United Airlines Router issue Caused grounding 100s of flights worldwide for 2 hours 2 hours Hardware
NYSE a faulty software upgrade caused them to stop trading on the exchange for nearly 4 hours Approx 4 hours Software
Wall Street Journal insufficient capacity for unanticipated demand WSJ homepage crash Approx 1 hour Hardware
Brookings Institute content publishing error offline Approx 1 hour Human
May 2016 Time Warner Cable and Cox multiple fiber cuts by Level 3 in PA and MA Internet connections lost and disrupted for customers in New York
City, Massachusetts, and Rhode Island hours Construction
Oct 2016
Dyn. It is one of the largest Domain Name System (DNS) providers in the world
distributed denial-of-service (DDoS) cyber-attack Amazon, Twitter, Pandora, Reddit, Pinterest, athena among others all had downtime situations across North America and Europe 3.5 hours Cyber Attack
Feb 2017 Amazon Web Services (AWS) an accidently mistyped command by a software engineer
cloud outage that affected S&P 500 companies and companies like Expedia, Quora, Coursera, Medium, Slack, Docker, credit unions and their mobile banking applications
1.5 hours Human
Nov 2017 Comcast Configuration error caused by someone at Level 3 doing routine maintenance propogated through the system
internet service went down affecting many organizations across the US 1.5 hours Human
Oct 2018 AT&T
An electrical fire burned an electrical room at one of their switching station facilities – earlier they said it was caused by a lightning strike but retracted that statement a couple days later
Internet customers in North Texas, Dallas-Fort Worth area 10 – 12 hours Fire & Storms
Jan 2019 Google Fiber snowstorm loss of internet services to 1000s of customers 1 - several days Storms
Jun 2019 Google Cloud Multiple failures (2 misconfigurations and a software bug) combined to amplify the impact.
Nearly every service Google offers in US and Europe – Gmail, YouTube, G Suite… including other apps that rely on Google Cloud - Snapchat, Discord, Shopify, iCloud Mail, iMessage
3.5 hours Human & Software
Jul 2019 VerizonAccidently rerouted IP packages after it wrongly accepted a network misconfiguration from a small ISP in Pennsylvania.
IP packages destined for Facebook, Cloudflare and other websites ended up going through DQE (a fiber network services provider) plus another company causing an outage for 3 hours in VA, MA, NY, PA, RI, MI.
3 hours Human
Comcast & WOW! damanged fiber optic cable Internet, cable and phone customers in Charleston, SC were affected. 12+ hours Construction
Apple Services loss of packets caused by a BGP route flap Prevented many users trying to connect to Apple including impacting Apple Pay. 1.5+ hours Hardware
HIPAA 164.308(a)(7)(i)Establish (and implement as needed) policies and procedures for responding to an emergency or other occurrence that damages systems that contain electronic protected health information.
“responding” - Contingency Plan• Data Backup Plan• Disaster Recovery Plan• Emergency Mode Operation Plan• Testing and Revision Procedures• Applications and Data Criticality Analysis
“ “
EHR Downtime Options• Temporarily Close the Practice/Location• Paper Charts Manually maintained Labor intensive
• Fully redundant technologies Servers, Network, SANs Data centers, Power, Cooling
• Hosting• Implement a solution that ensures you are
prepared to handle a downtime situation
The Questions are...• Do I pursue uptime or do I pursue a solution that enables me to continue
on with my business until NextGen comes back online?• Am I going to be reactive or proactive in my clinic’s preparedness for
downtime?• What are the type of impacts that a NextGen downtime incident can have
on our clinic?• How significant can the impact be to our clinic based on the duration of
downtime incident?• How to minimize the loss and minimize the disruption when a downtime
situation does happen?
The ChartGuard Option
ChartGuard• Affordable business continuity solution• Ensures your practice is productive,
profitable, and secure during EHR downtime• Complete clinical record available off-line
as PDFs!
How ChartGuard Works
Nightly Deliverables – Out of the Box
• Daily Appointment Listing – each location• Patient Data Sheet• Module Data: Allergies, Immunizations, Labs,
Medications and Problems• Vitals (KBM template)• Documents
Customization
• Practice defined safety net You pick how many days to generate You pick the depth of information on the chart
• ChartGuard can be customized to match your Specialty, KBM level, Number of locations
• Appointment Listing can be customized to meet front office needs
Let’s Look At The Output
• Sample Appointment Book
• Sample Chart PDF Output
A Client’s Experience …“We had a WAN outage that took down our NextGen access to 2 of our biggest clinics today (December 9th). Thanks to your product we did not have to close clinics and turn away patients. We were able to keep our clinics at least functioning and the doctors were pleased with our backup plan of ChartGuard.”
-John, Network Manager
About Us
Company Background
• Founded in 2003• 20+ years experience with NextGen• 40+ employees coast to coast• 350+ Clients using NextGen• NextGen Strategic Partner• We “live” NextGen Everyday
Integrated Solution Model
What We Do• Consulting, Compliance & Optimization
Clinical Workflow / Revenue Cycle Consulting
• Customization• Productivity Products and Enhancements• Hosting & IT Managed Services• Support• NextGen Partner and Authorized Reseller
Itentive’s Other Productivity ToolsRefundManager®
•Automates the Refund Process •Workflow Management•Accounting System Integration
Multiple Encounter BillingManager•Enables you to enter charges on multiple encounters for single patient visit from a single screen rather than multiple screens
•Saves time for billing team members
Phreesia Clinical Interface for NextGen•Patient Encounter, Allergies, Medications, Surgical History, Family History, etc
Unapplied & Deposit Manager•Efficiently and effectively manage the processing of co-pay dollars, deposit money, unapplied dollars, money taken in advance of services
Next Steps & Questions
Tom SikoBusiness Development Manager
224-220-5523
Joseph SchulzVice President, Product Solutions
224-220-5550
Thank You
