Company Overview
CARETECH SOLUTIONS
Our Company
• Healthcare company focused
on information technology (IT)
• Formed in 1998
• Privately held – HTC Global
• Headquartered in Troy, Mich.
• 1,400+ employees
• Business in more than 250
hospitals
• Operations in 37 states; and
District of Columbia
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Our Parent Company
SEI-CMM Level 5 ISO 9001:2008 ISO 27001:2005
• HTC is a leading global provider of
IT and IT- Enabled Solutions
• Founded in 1990
• Global Headquarters in Troy, MI
• Global Delivery Centers Chennai, India
Hyderabad, India
Troy, MI, USA
Kuala Lumpur, Malaysia
Penang, Malaysia
• Minority Business Enterprise
National Recognition
3
38 clients named in 2014!
Service excellence
drives clinician
satisfaction, which
is a key competitive
differentiator and
revenue driver for
provider organizations7 years
Extensive IT Outsourcing:
2014, 2013, 2011, 2010, 2009,
2008
Partial IT Outsourcing: 2013,
2012
Our Clients
Our Healthcare Provider Clients
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140 Healthcare Clients
276 Hospitals
37 States + District of Columbia
3 Owned Data Centers
34 Managed Data Centers
Why Customers Choose CareTech?Great Service
Graphics from - Performance Report June 2015 – “IT Outsourcing 2015 Strategic Partnering
Boosts Operational Benefits”
6
• KLAS has ranked CareTech #1 in Extensive (Full
Outsourcing) IT Outsourcing based on Customer
Surveys
Monitoring
Offshore Service Desk
Our Service Offerings
Data Center
Services
Monitoring Managed
Services
Service DeskRecovery
Services
Cabling
Legacy Decommissioning
and Document Management
Application
Support
Web Products,
Services, Board
Portal
Offshore Monitoring Services
Mobile App Dev. & Support Services
HTC Extended Service Options
Development & Support Services
Analytics
IT Outsourcing
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IT Monitoring
Healthcare
Provider
Data Center Hosting and Recovery Services
Service Desk• Clinical Support
• IT Support
• Patient Portal
Managed
Services
Stakeholders• Patients
• Clinicians
• Rehab
• LTC
Vendor
Management
Ap
pli
ca
tio
n
Se
rvic
es
Infr
as
tru
ctu
re S
erv
ice
s
Offsite data replication of
backup
Restoration of customer data
Disaster recovery
Data (EMR)
Feedback
Interface
Application Support
System selection services
Project management
Technical consulting
Training and support
Somerset Troy
IT
EMR
Colocation and shared
infrastructure
Redundant entries and full
replication capability
Reliable access to data and
resources
System Selection
Compatibility
Version Upgrades
Service Desk
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Hospital Clinicians & Users
Hospital
EMR support call
Patient Portal
Clinical and business application support
Support “go-live” for upgrades and new
clinical implementations
Session troubleshooting, password
resets, vendor communication, patient
portal troubleshooting, accounts
creation, etc.
EMR
MainPhysician
Office
Outpatient
CareRehab
Long-Term Care
Web ticket
Email ticket
Toll free number
FY15A(1)
Industry
Average(2)
Number of calls answered per
agent annually7,200 6,439
First call resolution rate 73.1% 64.1%
Abandonment rate 3.64% 7.8%
Speed to answer (seconds) 25 46
Customer Satisfaction Rating 92.7% N/A
Key Performance Indicators
End User
Application/
Delivery
Systems Expertise
Patient
Portal
(1) Data is representative actuals January 2015 – June 2015; based on 1,012,760 contacts taken.
(2) Gartner Forecast: IT Key Metrics Data 2015: Key Infrastructure Measures: IT Service Desk Analysis: Current Year. – Published December 15, 2014
Supporting
Performance Monitoring (PULSE)
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Root Cause Indicators
Service Description
Alert
Status Device Application Network Content Summary (Last 6 hrs)
[+] EmergencyActivity: Enter Start Order
4.83 sec Time
98.9% Availability
[+] AdmittingActivity: Admit Patient
1.83 sec Time
98.9% Availability
[+] EMR
Activity: Open Patient Chart
9.83 sec Time
47.9% Availability
[+] PharmacyActivity: Enter Medication
Order
7.02 sec Time
1487 Users
[+] RadiologyActivity: Schedule MRI Exam
3.60 sec Time
99.9% Availability
[+] Laboratory
Activity: Display Results
2.10 sec Time
326 Users
• Real-time performance data
• Proactive identification of potential issues
• Minimization of critical IT failures and
optimization of clinical compliance /
performance and staff satisfaction
Hospital
PULSE
Monitoring
Service Desk
End-to-end solution with 24x7 remote
monitoring of hospital applications
and infrastructure
Actively “mining the yellows” before
they turn “red”
Robotically monitors applications and
infrastructure and dispatches a fix
before a problem is manifested or
noticed
Utilize Best of Breed Tools
Metric Key Statistics
Number of Elements Monitored 35,000
Number of Physical Locations
Monitored29
Daily Alerts 2,100
Number of Daily Alerts Escalated
(High Priority)500
Number of Robots deployed 40+
Data and Document Management
Data CenterSomerset Troy
EMR Database
Physicians PatientsNurses
Conversion of
paper / existing
electronic medical
and business files
into one central
data base
Legacy system
decommissioning
ERM recovery
repository
Endorsed by the AHA
Customizable, SaaS platform
Comprehensive data back-up
and disaster recovery
compliant with HIPAAEMR
End User
Application/
DeliveryCertified by ICSA Labs, an Office
of the National Coordinator-
Authorized Certification body
(ONC-ACB) and is compliant in
accordance with applicable criteria
adopted by the Secretary of Health
and Human Services (HHS).
250+ Million documents stored
60+ Million records stored
Over 22,000 Active Users
150 Interfaces monitored and
managed daily
Key Statistics
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www.caretech.com
Overview of CareTech’s Services
• Data Center Services
• IT Monitoring Services
• Managed Services
• Service Desk
• Disaster Recovery
• Web Products and Services
• Board Portal
• Legacy Decommissioning and Document Management
• Cabling
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Protect your hospital’s critical data and meet
regulatory compliance requirements with a
data center solution focused on robust
operational procedures, security and
controls.
Our hospital data centers are American Hospital Association
endorsed, fully HIPAA-compliant and audited annually against SSAE-
16 SOC 2 standards.
SSAE-16 SOC 2 Type 2 compliant data centers more closely align
with internal hospital audit processes and improve the technical
standards for reporting on your service providers
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Data Center Services
CASE STUDY
Recovery Services
CareTech Solutions offers a full suite of disaster recovery services to
help you meet your hospital's recovery objectives. Our expert teams
bring the business and technical knowledge needed to architect and
implement a flexible, reliable and cost-effective disaster recovery
solution to ensure your data is available following any type of
disaster.
• Disaster recovery assessment services
• Disaster recovery plan development services
• Storage replication services
• Hot site recovery center services
• Disaster recovery testing services
Your challenge is to protect your hospital's
data and ensure the security and integrity
of patient information. In a disaster,
whether natural or man-made, your
hospital can't afford unavailable or lost
data. We can help you reduce the risk
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CASE STUDY
IT Monitoring Services
CareTech’s Pulse™ IT Monitoring was
designed and built to support healthcare IT.
With Pulse, the remote, on-shore integrated
monitoring service designed and built
exclusively to support healthcare IT, you
can measure and maximize performance
and availability better than ever before.
Peace of mind for you. A more consistent
experience for your users.
• 24x7x365 remote on-shore monitoring and event correlation by
expert healthcare IT analysts
• All major clinical and business systems supported - both client and
remote hosted systems
• Best-in-class incident event management processes
• Highest level of data security
• Real-time and trending data on dashboards and online reports
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CASE STUDY
Managed Services
IT Business Consulting
CareTech Solutions' strategic IT
advisors have extensive healthcare IT
business and technical experience to
help you deliver innovation, improve
performance and reduce risk while
establishing a more effective and
efficient IT organization.
• IT assessment and strategic IT
planning
• CPOE assessments
• Meaningful Use consultation
• System selection
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Managed Services (cont’d.)
Information Security and Risk Assessment
CareTech Solutions can help you develop an effective information security
program and comply with the requirements of the HIPAA security rule. A
critical step to effective information security and HIPAA compliance is an
information security risk assessment. Our comprehensive risk assessment
evaluates the following areas of risk to the confidentiality, integrity and
availability of electronic protected health information and other sensitive
and critical information.
• HIPAA security compliance
• Employee workflow and
business practices
• Physical security
• Policies and procedures
• Workforce training
• IT staff practices
• Vulnerabilities in systems and
technology including:
– Networks (including
wireless)
– Servers
– Workstations
– Web applications
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Managed Services (cont’d.)
IT Technical Consulting
Services
CareTech Solutions' technical
consulting offers a broad portfolio of
technical services to help plan,
design, implement and operate
healthcare IT infrastructure solutions
that assist in meeting your technology
goals.
Whether you're selecting or designing
new technology, redesigning or
migrating existing technology, or have
interoperability challenges, you'll get
cost-effective access to experienced
and talented IT resources you need
to get the job done.
• Network management
• Storage
• Application delivery
• Application integration
• System integration
• Security management
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Service Desk
Our trained and certified Service
Desk professionals bring a vital
understanding of physicians’
needs. Your clinicians will get fast
answers and the remote hands-on
assistance they need – day or
night – so they can quickly return
to patient care.
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Service Desk Advanced Features:
• Specialized physician support
• Clinical and business application support
• Remote integrated monitoring
• Knowledge Management
• Metrics and reporting analysis
• Comprehensive Implementation
Web Products and Services
CareTech’s sophisticated, yet
affordable content management
system, CareWorks™, will help
you to improve customer
satisfaction, increase market
share, and improve productivity.
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Whether you need a new website or are looking for strategies
to enhance your existing site, our healthcare-focused Web
experts can guide you through the maze. Possessing deep
knowledge and industry best practices, we'll work with you to
meet your objectives, timelines and budget.
Board Portal
Because BoardNet has role-
based security, only content and
information that a user has rights
to view is displayed. All content is
protected by encryption and
authentication. Whether hosted in
your hospital data center or
CareTech Solutions' AHA-
endorsed data centers, you'll also
have access to 24x7x365 help
desk support.
BoardNet™ is a secure, Web-
based portal application that
combines content management,
document management, and
collaborative portal tools into one
easy-to-use solution for hospital
boards and committees.
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BoardNet Features:
- Meeting
Management
- Board Packet
Generator
- Surveys
- Document Library
- Administrative Tools
- Announcements
- Calendar and
Events
- Member Directory
- Link List
- Forum
- Keyword
Search
- My Profile/My
Files
- News
- Usage History
Legacy Decommissioning and Document Management
With iDoc, all features and functionality are in one
complete solution:
• Imaging and document capture – handle all types of
documents and data with ease
• Document management – manage documents quickly and
efficiently
• Workflow functionality – assign and execute business
processes
iDoc™
A hosted solution, which interfaces
with all major business and clinical
systems to transform your paper
and existing electronic medical
and business files into one central
data repository that can be
searched, retrieved, shared and
edited on the fly.
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Legacy Decommissioning and Document Management (cont’d.)
iDoc Archive’s advanced capabilities:• Read-only Web-based access
• Intuitive UI tools and functionality (search, print,
fax, email and export)
• Client-configurable permission sets
• Client-configurable folder and document
organization
• Full audit trail reporting
• Unlimited permission sets for specific
access/viewing
• Integration with other clinical and ERP systems
• Auto authentication using AD network accounts
iDoc Archive
This data management platform
preserves and consolidates all
critical electronic records and data
into a secure and globally
accessible archive.
Multiple data sources can be
consolidated within a single
platform for easy and intuitive
management. Migrating and/or
converting generated report data,
documentation files and image-
based files is safe and effective
using iDoc.
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Cabling
The CableCare team has the expertise and experience to
handle even the most complex voice, wireless, data and fiber
optic cable installation.
CareTech Solutions’ CableCare team
have a full range of structured
cabling services. Our professional
teams can design and install
solutions for the most advanced
high-speed communications
available.
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• Certified installers average 10 years of experience
• Management has 25+ years of experience
designing complex structured cabling
infrastructures
• Installations are compliant with TIA/EIA, IEEE and
NEC building codes and standards
Comprehensive, Integrated Suite of Services
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www.caretech.com
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