LiveProcess has enhanced the range of support and professional services available to help customers prepare for and respond to emergencies.


Explains Mitch Saruwatari, VP Quality & Compliance,

"Our goal is to ensure that customers are comfortable with using our advanced suite of tools while providing broader assistance to support their Emergency Management Programs. As a result, we've expanded our Customer Service options and created a Professional Services Team."

"These expanded services were based on customer feedback and requests, and include a wide array of options. For example, along with the expert system training delivered as part of a standard implementation process, LiveProcess now offers a varied assortment of other customer support services."

Included among these enhanced support services are:

Customized training classes tailored to meet specific customer needs. The classes can take place on-site or online, and even include video conference training.

Enhanced field support, with LiveProcess field representatives available for special events, drills, meetings or other hospital-specific needs.

Custom data load support, which involves taking raw data from a facility's old Legacy systems and successfully incorporating it into that facility's LiveProcess account.

LiveProcess also offers special packages, including unlimited phone support, access to online training modules, use of the proprietary LiveProcess instant messaging tool, LiveChat, and unlimited use of the LiveProcess Answerbase.

At the same time, the LiveProcess Professional Services team helps ensure that an organization gets the most from the LiveProcess EPRHC solution. Besides providing implementation guidance, the Professional Services team is available to deliver expert consultation and assistance with other Healthcare Emergency Management Program functions and compliance/accreditation requirements.

Concludes Saruwatari,

“From installation and initial upload of preparedness documents and policies, to web-based and on-site training and certification, the goal of LiveProcess is to fully support customers in their emergency preparedness and response efforts. These enhanced support services will help us to achieve that critical goal."

Specific consultative areas include:

•   Developing and interpreting a Hazards and Vulnerability Analysis (HVA)

•  Creating alert-notification and incident assessment procedures

•   Developing an Emergency Operations Plan, which includes implementing the Hospital Incident Command System (HICS)

•   Incident Action Planning

•   Creating a Hospital Command Center

•   Meeting the National Incident Management System (NIMS) Implementation Activities for Hospitals and Healthcare Systems

•   Helping with the Joint Commission Environment of Care, Emergency Management Standards

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