ALTERA HEALTHCARE (IT) UK LTD
Support for Healthcare Software including EPR, PAS, Patient Flow and other applications.
Support for Altera's EPR and associated products which provide an end-to-end integrated electronic patient journey, elements of which can be implemented as stand-alone or add-on applications to improve clinical outcomes while reducing the administrative burden on the hospital or clinic. Therefore, supporting the provision of care across all healthcare settings.
Features
- Solution Design to meet exact needs of the client
- Implementation Support
- Configuration support
- Training
- Business As Usual Support
Benefits
- The client can have a customised bespoke solution
- Go live and system function as planned
- Reduces Deployment Times
- Allows the client to manage the solution in house
- Reassurance that issues are dealt with quickly and efficently
Pricing
£10,000 an instance a year
Service documents
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Framework
G-Cloud 14
Service ID
5 5 7 1 6 1 7 7 2 0 8 9 4 1 7
Contact
ALTERA HEALTHCARE (IT) UK LTD
Altera EMEA Sales Support
Telephone: 02078190444
Email: salessupport.emea@alterahealth.com
Planning
- Planning service
- Yes
- How the planning service works
- Altera uses its tried and tested OTM, a blueprint and methodology for the successful implementation of its solutions. Altera's professional services team will work with the client to design, project manage and implement the solution using this model.
- Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
- Altera provides comprehensive training for client staff, either through train the trainer or direct training, in all of its services and applications. This can be customized to meet clients’ particular requirements, for example being on-site or remote or being basic or comprehensive, although there is a minimum level of knowledge which we insist the client has before they can go live.
- Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- How this is achieved will be based on the particular situation, solution being provided, desired outcomes and client preferences. This will be discussed and agreed at contract negotiation.
- Setup or migration service is for specific cloud services
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- Altera works closely with its clients to ensure the high standards are met. There are a variety of tools and methods, which provide quality assurance and performance testing, and we discuss and agree with clients how this will be best achieved in each case. This may be done on a regular cadence or conducted to understand or monitor an issue.
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
-
Altera supports its clients through its global support team, the client success team and managed services. In addition, other teams such as solutions and professional services make themselves available to clients.
Global support:
Manages tickets raised through the on-line service portal, Service Now, to which all clients have access to log, monitor update, escalate and close cases. It has over 25o operatives around the globe, ensuring 24/7 access.
Client success:
Client Success Managers are the clients’ first port of call for any query or issue which does not require the raising of a support ticket through the Service Now client portal. They hold regular face to face and remote meetings with the client, covering general account management, service reviews and case management meetings.
The Client Development Executives work alongside the CSMs to ensure the client is getting the best use from its Altera solutions at all times and to ensure the client is up to date with new developments and options.
The Technical Account Manager deals with more technical aspects and issues, manages problem cases and works closely with the support team.
Managed Services:
Over 2000 skilled clinical and technical associates, providing a range of clinical and technical services.
Service scope
- Service constraints
- No
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Altera responds to cases of high importance within 30 Minutes. Cases of different severity and importance have different service level agreements. There is no difference in response times during the weekend.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AAA
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- WCAG 2.1 AAA
- Web chat accessibility testing
- N/A
- Support levels
-
Altera has one standard support model. Please see below:
1. Critical = Complete Failure of Software: prevents system from performing in accordance with the Documentation or that pose a significant, risk. - Initial response - 30 minutes. Support staff will work continuously, until the Error Correction is completed, constantly updating the client.
2. High = Business Function Inoperable: severe negative impact on material function. - Initial response within 4 business hours. Suppliers uses reasonable efforts to start Error Correction within 4 hours. If a design defect, priority given to the repair.
3. Medium = Business Function Limitation - minimal functional limitations that do not currently impair the material activities, -Initial response within eight (8) business hours. Supplier uses efforts to complete Error Correction. If determined to be a design defect the update may be completed in the next release.
4. Low = Limited Occurrence Error –specific functions of the Software that do not negatively impact daily operations. - Initial response within sixteen (16) business hours. Supplier will bundle errors and formally acknowledge them periodically. Altera provides a technical account manager. See pricing document for maintenance costs.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- NQA Global Assurance
- ISO/IEC 27001 accreditation date
- Renewed 21/07/2022
- What the ISO/IEC 27001 doesn’t cover
- N/A. All facilities and business units are covered.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Equal opportunity
Fighting climate change
Altera’s Environment Policy tackles the global environmental challenges through:
-Following and striving to comply with all laws and regulations associated with environmental requirements.
-Continually communicating and training associates on the best practices supporting our commitment to environmental requirements.
- Identifying, tracking and reporting on metrics identified to demonstrating how our processes support this commitment.
- Identify, tracking and reporting initiatives and activities to ensure we continually improve, addressing changing environmental requirements.
Since 2020, Altera has used a virtual workforce model, which has reduced our carbon footprint. Altera has continued to take steps to reduce this footprint globally and has reduced its operations from two commercial offices in Manchester and London to one central location in Birmingham, powered by renewable energy.
Continuous initiatives include:
- A managed print standard, meaning reduced consumption of paper/toner by over 1,900 reams of paper (approximately 95 trees annually).
- Using QRs for case studies and marketing brochures
- Recycling 100% of shredded materials.
- Creating recycle programmes across the Altera office.
- Purchasing Office workstation furniture made of recycled materials.
Through ISO 14001, Environment Management System (EMS), Altera will continue to promote and increase environmental sustainability through tracking and reporting:
- Annual % reduction of
-printing
- kWh electricity in 31 Temple Street
- water consumption
- miles used by petrol/diesel cars
- miles travelled by plane
- Annual training for associates on ISO 14001 policy, processes and best practices
- IT equipment (i.e. laptops, monitors, mouse) donated and/or collected for recycling
The EMS policy, processes, and metrics will be reviewed and reported on annually to ensure that will achieve our overall objectives of achieving Net Zero by 2050. Per the published Carbon Reduction Plan, Altera is committed to a 5% reduction in CO2 emissions by 2028 and a further reduction of 30% by 2033.Covid-19 recovery
During the COVID-19 pandemic, Altera’s IT department ensured that every associate had all the relevant equipment to work from home. Although many of our services’ implementations typically required an on-site presence, within a month of the first lock-down the services teams were able to fully support remotely the first go-live with no problems. Between the robustness of the methodology, the diligence of the team, and the strength of the tools required to do the job, our associates were able to carry-on with their day-to-day job working remotely. There has been little/no impact to the associate’s living standards. Because we can show that many of our roles could be done remotely, the transition back to on-site or into the office has been as-when needed, based on business / client requirements, and the individual’s needs and preferences. In order to ensure that the overall living standards and mental health were not adversely affected by the COVID-19 lockdowns, there were continued team events online, as well as speaker sessions and communications around Health & Wellbeing.Equal opportunity
Altera is an Equal Employment Opportunity employer and equal employment opportunity prohibits discrimination based on any legally recognised basis, including but not limited to: race, colour, national origin or ancestry, religion, sex, age, marital status, pregnancy, lactation, childbirth or related medical condition, sexual orientation or gender identity, genetic characteristics, physical or mental disability, veteran status, uniformed service member status, or any status or characteristic protected by applicable law. Altera’s staff policies apply to all personnel practices, terms and conditions of employment, and prohibits discrimination by or against any associate or third party, including clients, suppliers, and candidates for employment or other business partners. Altera’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any leader or associate. In May of 2022, Allscripts Hospitals and Large Physician Practices business segment was acquired by the N. Harris Computer Corporation to become Altera Digital Health. Since the split between Altera and Allscripts, there has been a renewed engagement and focus between Altera and the N. Harris Computer Corporation and all the organisations that sit within the N. Harris ‘family’. Altera is developing a strategy to ensure there is a robust plan in place to support PPN 06/20 themes across the organisation. For ‘Equal Opportunity’, Altera is looking to focus first on the education and support for Psychological Safety. This is being done through: - Employee Survey - Training and Education - Communications Sessions When an organisation feels Psychologically Safe, then there can be more openness, transparency, communications, and discussions on inequalities in the workforce. Altera is also developing a DEI Strategy and working closely with HR to identify how/where there are gaps and inequality in the workforce so that specific actions plans can be put into place to address it.
Pricing
- Price
- £10,000 an instance a year
- Discount for educational organisations
- No
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at salessupport.emea@alterahealth.com.
Tell them what format you need. It will help if you say what assistive technology you use.