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ProModel Healthcare Customer Success Service Levels

Standard Maintenance & Support Level

Intended for organizations that have a strong individual(s) with significant simulation, data analysis and quantitative skills. e.g. IE, EE, Data Analyst with simulation experience.

ProModel’s Annual Contract Renewal Includes:
Automatic software upgrades and product enhancements for duration of membership.

• Access to ProModel Technical Support.  We offer extended technical support hours, 6:00 a.m. to 6:00 p.m. MST.  Technical support includes typical model building/logic trouble shooting as well as
• 3 D Animator – plugs into ProModel, MedModel, & ServiceModel
• Model Collaborator
• Exclusive access to the Customer Support area of ProModel’s website where you can find the latest software updates,  Tips & Techniques, search our knowledge base, and download example models and graphic libraries.
• Subscription to the ProModel’s quarterly electronic newsletter.
• Special Discounts on Training Classes both in UT and PA.
• 15% Discount off current price of Process Simulator, MedModel Purchase required.
• Access to our library of Training Webinars.
• Access to the on-line healthcare community forum
• Model development support:
  • Application specific strategy review with a Senior Application Specialist (appointment based) – 4 per year.
  • Webinar Training Session by request – 2 one hour specialized Webinars of the customers choosing.
  • Lunch & Learn – One hour session on-site or web based to present: LSS topics, Simulation discussion or other process related improvement topic.

Healthcare Basic Process Improvement Support Level

Intended for organizations that are seeking to successfully implement 2-3 process improvement  or LSS initiative simulation projects in the next 12 months. Examples include: appropriate staffing of a particular unit; identifying and solving bottlenecks in waiting areas, labs, radiology, etc.; increasing throughput in a particular clinical area, workflow analysis – evaluate staff & patient travel distances, patient cycle times, patient times in clinic. These are typically Process Simulator projects.

• Includes services from ProModel’s standard annual Maintenance and Support Level -PLUS:
• Planning and defining Scope of Model – Proper identification of Key Performance Metrics: Equivalent of ½  day of assistance to meet the following objectives – Onsite recommended:
  • Assist with preparation of project kickoff meeting
  • Assist in Developing Key Performance Metrics (KPM) consistent with model development
  • Specify project requirements
  • Assist in defining scenario test plan
• Process Mapping and Decision Logic: Equivalent of 1 Day Assistance
  • Review process maps
  • Review detailed process activity document
  • Identify key decision policies and constraints
  • Define inter-department linkages
• Data Analysis:  Equivalent of ½ day of assistance
  • Assistance in definition of functional relationships
  • Assistance with definition of output requirements
  • Assist in validating interdependencies
• Model and Application Development & Scenario Validation: Equivalent to 2 days of assistance
  • Assistance with proper model development
  • Assistance with appropriate scenario development and analysis of results (KPM)
• Model completion: ½ day onsite meeting recommended
  • Assist staff to properly position the solution so that staff and management better understand how the current processes can be changed to allow the process to function more effectively and efficiently. Custom reporting features may also be implemented to ensure that output results are presented in a suitable format for decision makers.

Intended for organizations that are seeking to successfully implement a model that encompasses a broad scope. Examples include: the creation of a model within a clinical area (ED, Multi-specialty clinic, Surgical area, etc) where multiple variables & a greater number of resources must be considered. Combining several problems into one model such as: appropriate staffing of a particular unit; identifying and solving bottlenecks in waiting areas, labs, radiology, etc.; increasing throughput in a particular clinical area, workflow analysis – evaluate staff travel distances, patient cycle times, patient times in clinic. These can be accomplished in Process Simulator, MedModel or a combination of both. However, ProModel recommends MedModel as the most appropriate tool in this setting.

• Includes services from ProModel’s standard annual Maintenance and Support Level - PLUS:
• Phase I: Preparation and Early Model development - Equivalent of 2 days assistance
  • Planning and defining Scope of Model – Proper identification of Key Performance Metrics:
  • Assist in Developing Key Performance Metrics (KPM) consistent with model development
  • Specify project requirements
  • Examine and provide input on Process Maps and other supporting data
  • Assist in defining scenario test plan
• Phase II: Current Process Data collection & Analysis - Equivalent of 2 Days Assistance
  • Review Process Mapping and Decision Logic
  • Review detailed process activity document
  • Identify key decision policies and constraints
  • Assistance/direction with Data Verification and Collection from Subject Matter Experts
  • Assistance with Data Analysis and Formatting for Modeling  
• Phase III:  Model Development and Analysis – Equivalent of 3 days assistance
  • Assistance in model development and validation
  • Assistance with definition of output requirements
  • Assistance with Experimentation & Analysis with Future State Scenarios
• Phase IV: Model completion & Report Analysis - Equivalent to 1 day of Assistance (1/2 day onsite meeting recommended)
  • Assist in developing final report, formatting final results
    • overall review of the simulation methodology and an analysis of the performance of the system.
  • Assist staff to properly position the solution so that staff and management better understand how the current processes can be changed to allow the process to function more effectively and efficiently. Custom reporting features may also be implemented to ensure that output results are presented in a suitable format for decision makers.

Healthcare Custom Process Improvement Support Level

Intended for organizations that need to rapidly solve a complex process performance or facility design problem.  Contact the ProModel Healthcare Team to discuss your specific situation

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