IDX earns prestigious Support Center Practices (SCP) Certification for the second consecutive year

Burlington 27 December 2004IDX Carecast has been re-certified under the prestigious Support Center Practices (SCP) Certification programme. Carecast achieved re-certification after an extensive annual audit of the IDX Seattle, Washington support centre. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.

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"Carecast attempted and achieved SCP Certification last year for the first time. We're pleased to have achieved a 9 percent increase in this year's score. Because the Carecast enterprise clinical system supports direct patient care across health care organisations including the creation of lifetime, electronic health records, the quality of our support can contribute to clinician productivity and patient satisfaction", stated Mike Raymer, Senior Vice President and General Manager, Carecast Operating Unit. "Support is one of the cornerstones of our customer partnerships, and I'm proud of our team's hard work in this arena, both in pursuing SCP certification and in adopting Six Sigma processes. Together, these programmes help IDX rigorously measure our customer support performance against industry standards."

SCP Certification, an internationally recognized standard created with the Service and Support Professionals Association (SSPA), a consortium of leading technology companies, and Service Strategies, defines best practices for delivering world-class technology support. The programme quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes and provides a clear focus on measurable results. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of more than 100 business elements defined in the program. Certified organisations must demonstrate their continued commitment to high performance standards through annual re-certification audits.

"I congratulate IDX Carecast on successfully completing their second SCP certification. It was evident in their results that continuous improvement and a focus on customer satisfaction is a steadfast commitment throughout their organisation", stated Dennis Fukuyama, SCP Auditor. "It is my belief that the IDX Carecast team will continue this dedication, building value for their customers and IDX."

IDX is among the ranks of other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including Lawson Software, Lockheed Martin Incorporated, PeopleSoft Incorporated, Mentor Graphics Corporation, Network Appliance Incorporated and Xerox Corporation, among others. Currently over two hundred technology support organisations around the world participate in the SCP programme.

The Support Center Practices (SCP) Certification programme was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and forty of its member companies created the programme along with Service Strategies Corporation. These companies contributed their insight and perspective into defining the key elements required for delivering World Class support. Service Strategies Corporation is responsible for administering the SCP Certification programme and conducting on-site certification audits.

Carecast is a patient-centric clinical information technology system that combines core clinical processes for orders, results, pharmacy and clinical documentation with administrative and financial processes for scheduling, registration, admitting, charging and billing. Carecast creates a longitudinal patient record that can be shared among providers throughout the health care enterprise and enables rapid access to patient records across the care continuum, from admission to discharge, including inpatient and ambulatory care. In addition to providing better care for individual patients, many Carecast customers are using the system as the basis for community health initiatives that can improve care for entire populations.

Developed by and for providers in collaboration with leading hospitals, clinicians and health care executives, Carecast builds on more than 25 years of innovation with the IDX LastWord enterprise system. The system delivers unsurpassed response time and reliability to support fast-paced clinical environments. Customers include health care organisations in the United States, Canada and Europe.

Founded in 1969, IDX Systems Corporation provides information technology solutions to maximize value in the delivery of health care, improve the quality of patient service, enhance medical outcomes and reduce the costs of care. IDX supports these objectives with a broad range of complementary and functionally rich products installed at 3300 customer sites. Customers include 138.000 physicians who utilize practice management systems to improve patient care and other work flow processes. IDX software solutions are installed at 380 integrated delivery networks (IDNs) representing more than 500 hospitals; 175 large group practices with more than 200 physicians; and 665 mid-size group practices with less than 200 physicians.

IDX also provides its enterprise clinical software as a subcontractor to BT and Fujitsu Services, Local Service Providers for the United Kingdom National Health Service's National Programme for Information Technology, an initiative to establish electronic patient records for 50 million patients. The IDX web strategy includes browser technology, e-commerce and Web-based tools, built using Internet architecture, that facilitate access for patients, physicians and care providers to vital health information and data managed by the IDX clinical, administrative, financial and managed care products. IDX has approximately 2100 full-time employees worldwide. More company news is available in the VMW December 2004 article Thomas Jefferson University Hospital upgrades to IDX Carecast.


Leslie Versweyveld

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