ECR 2013.indd - Agfa HealthCare

possible level of incident reportingby the users in radiology and nuclearmedicine, which means that GRIP takescare of the incidents before they actuallyoccur. Ideally, Agfa HealthCare would bemonitoring and handling the problemsfaster than our users can experiencethem.”Knowledge of a problem beforeit occursGRIP allows AMC Hospital to knowabout a problem before it occurs, andthis knowledge can enable staff toprevent the incident from taking placeat all. Says Dr. Annette Bak: “We clearlyexpect to benefit from GRIP from auser perspective. Upfront awareness ofpotential disruptions, 24/7, allows IT tointervene before outages or incidentsoccur and even help make sure theydo not occur in the future. It brings apeace of mind that incidents will notaffect us.”Jan Wolters provides an example. “Werecently were pre-notified of a memoryspace problem that would occur in oneof our servers. Because of this report,we were able to anticipate and avoidproblems. This allows us to increase ouruptime levels to our end users in thehospital.”Clinicians work efficiently andreliably, thanks to enhanceduptimeAMC Hospital has an SLA agreementoutlining uptime expectations, and AgfaHealthCare is keen on keeping uptimeas high as possible and preventing anyunsettling downtime surprises. Thisis the win-win between both parties,says Jan Wolters. “Our clinicians needto be able to do their job reliably.This requires uptime of the servicesoffered by Agfa HealthCare. With ourparticular Agfa HealthCare systemconfiguration, our SLA is end-to-end99.84% guaranteed. The uptime ismeasured each quarter and needs tobe end-to-end all the way to the enduser. We use a stopwatch model whenincidents occur, allowing us to label anincident from P1, a major problem, toP4, a low relevance incident. GRIP canprevent incidents evolving from P4 toP1.”“The Agfa HealthCare GRIP solutionis a watchdog for AMC Hospital,delivering this service in a reliableway,” concludes Jan Wolters. “Constantmonitoring by the Agfa HealthCaretechnical team allows them to quickly“The Agfa HealthCare GRIPsolution is a watchdog for AMCHospital.”Jan Wolters, Functional Application Specialistdetect potential issues and take action,ranging from calling a local technicianto intervening remotely to correct thesituation. We are still fine-tuning, butthe potential is huge.”•SolutionGlobal Remote Incident Prevention (GRIP)services with:» Remote monitoring of the complete AgfaHealthCare system infrastructure» Event management for fast action remotelywhen issues arise» Event reporting of all warnings with instantgraphical displays and historical records ofpast events» 24/7 SLAAgfa HealthCare’s contribution» Support IMPAX radiology solution with GlobalRemote Incident Prevention (GRIP) services» Define an SLA agreement focused on keepinghigh uptime and preventing downtime» Team up with AMC’s IT department andend users to find the right level of incidentreporting“With GRIP we can provide higheruptime levels to our end users.”Jan Wolters, Functional Application SpecialistDID YOU KNOW…» The Academic Medical Center was founded in1983, when two hospitals from the Amsterdamcity center, the Wilhelmina Gasthuis and theBinnengasthuis, merged with the medicalfaculty of the University of Amsterdam.» In collaboration with the city of Amsterdam,AMC Hospital is stimulating the developmentof a Medical Business Park: a whole range ofinnovative businesses and research institutesin the field of healthcare, biosciences and lifesciences.» AMC Hospital has 1,010 beds, and about 7,000employees.THERE 13