How we work with our customers
Your partner in improving healthcare
Investing in our software is just the start. We develop long term partnerships with our customers, and work with your team to deliver quality outcomes for your organisation and your patients.
CliniSys has the proven capability to support organisational change, modernisation and process efficiencies. Our experience in enabling and driving IT process change delivers measurable improvements in diagnostics performance. Our software and services are developed through close collaboration with service users and in consultation with clinical advisors, ensuring we stay at the forefront of clinical innovation.
With you every step of the way
We are acutely aware that investing in new software is just the start of the process. Our Delivery and Support teams are highly experienced in the management of complex projects and they ensure you maximise the potential from our software. We are proud to say that we always deliver to our customers, thanks to our detailed understanding of the fundamental workings of the clinical environment and commitment to working in partnership with our customers from start to finish.
Our delivery team provides your organisation with the highest quality implementation.
Our programme is underpinned by the CliniSys Deployment Method and our Master Build database. We work with you to build programme and project plans that take account of the complexity of modern IT deployments. We use key milestones within the plans to assess progress and ensure we deliver on time and in budget.
When you select CliniSys as your software partner, support from our team will be coordinated by your account manager who will be in regular contact to discuss the long-term strategic plans for your organisation as well as day to day priorities. This ensures that we are best prepared to support the specific needs of your team and your patients.
Our account management team works very closely with our support team to help you further develop your diagnostics service.
Our service desk
Our dedicated regional service desks are staffed by a skilled mix of IT and pathology professionals to ensure that your issue is rapidly understood and resolved. We operate a structured support service, which follows the ISO20000 standard and ITIL service management framework giving you confidence that you will receive a stable, optimised, consistent level of support. Key elements under this framework include:
- Out of hours critical incident support
- Customer support portal
- Incident management
- Problem management
- Change management
- Preventative maintenance
- Event monitoring (when selecting the CliniSys hosted offering)
Accredited support services:
- ISO 20000 – All service management processes have been accredited and implemented using this code of practice and specification.
- ISO 27001 – Data suite certification achieved
- ISO 9001 – Indicated our ability to consistently provide products and services that meet customer and regulatory requirements
Our customers benefit from direct and simple access to our incident management system via the CliniSys Service Portal. This allows our users to easily raise, review, add detail to and resolve issues. Documentation, service level detail and a knowledge base are all accessible in this central portal, giving you access to the latest information in real-time.