Frequently Asked Questions
What technology do you use to deliver the software to the physician desktop?
Intrahealth is able to offer three solutions for Physician use from a hosted environment, the only vendor to do so:
- Profile Rich Client
- Browser – Profile Rich Client via Citrix
- Pure Browser – No Citrix
What are the pros and cons of each?
Each technology has its strengths. There is no one right answer. You can even mix and match to exactly suit your needs, using one in one context (e.g. your office) and a second in another (e.g. hospital). With Intrahealth you are permitted to use all three under your PITO license.
Pros |
Cons |
|
Profile Rich Client |
Stores reference data locally to optimize speed (does not need to obtain from the Host) |
|
Browser – Profile Rich Client via Citrix |
The “connection with host lost” program has the same interface |
|
Pure Browser – No Citrix |
|
Need a separate “connection with host lost” program |
* This may be different to assertions made by some. Independent studies have shown that Citrix is faster than pure browser solutions – in large part because they don’t need to download the web page – Citrix only sends a small portion of the page that’s changed, and automatically adjusts to slower network speeds.
Why is a Tier 3 Hoster better than a Tier 1? What do the Tiers mean?
Tier 1 is the “lightest” hoster. Often they are just “co-located” within a Hoster, but all design, management, hardware monitoring etc is provided by a private company without the level or rigour or redundancy.
Tier 2 Hosters are part way toward Tier 3. Their systems and processes are all redundant and they manage the hardware, including for security, etc.
Tier 3 Hosters are very secure and robust. This ranges from Infrastructure (e.g. bullet proof glass), to staff background checking, to ongoing management of the hardware. They are typically used by businesses that cannot afford downtime, data loss or malicious intrusion (e.g. hackers). The Tier 3 Hoster chosen by Intrahealth is, for example, hosting the 2010 Olympics.
Tier 4 Hosters are very few. These are effectively military specification.
Doesn’t a Tier 3 Hoster cost more than a Tier 1? Does this mean I pay more?
Yes, they cost significantly more. However, Intrahealth believes that the hosting environment is critical to physicians. They need to be sure their data is safe, the facility has very high “up time” and there are strong systems and processes.
You do not pay more for this. Intrahealth is owned by physicians and have a clear directive regarding physician and patient information when centrally hosted. We accept a lower profit margin to offer this guarantee to our customers and colleagues. We believe the lower margin is more than compensated by the higher safety for you.
What database do you use and why? Does this mean I pay more?
For PITO we are using MS SQL Server. This is one of the world’s two top databases in terms of reliability and data safety (the other being Oracle). Intrahealth supports a freeware product which is often used in stand alone clinic operations. However, just as we selected a Tier 3 Hoster, for the same reason we chose to go with a proven, trusted database used by major enterprises – they do not use freeware databases for a reason!
You do not pay more for this. The same philosophy as above applies - we accept a lower profit margin to offer a higher quality data store to our customers and colleagues.
Will the costs go up later?
No. Under PITO all vendors have a 5 year cap on their prices. This means that there is no financial risk to you. Separately our own contracts guarantee that our charges will not increase if the PITO program is not renewed (except for adjusting for inflation, but that’s 5 years from now)
Can I get a copy of my data?
Yes. You own the data (the patient owns their information, but not the format in which its stored). At any time we can send you a backup
Can I get a copy of my data if I choose to exit PITO or retire?
At any time you can choose to exit PITO, whether retiring or not. At this point, we will give you a backup of your data and a copy of the application for you to install locally, then delete your database from the Hoster. This means you can either: install Profile locally and continue using it (just not centrally hosted), or you can access the data for medico-legal purposes indefinitely.
When you exit PITO, all charges stop. You are not charged for the backup or copy of Profile. There will be a $500 charge for the staff time in getting the backup and copy of Profile to you. If you wish to continue using it then you can choose to go on a monthly support contract which is about 30% of the PITO costs.
Do you offer patient access?
Yes, we offer patient access by a browser. They can perform various functions, from booking appointments, reviewing their care plan and recording home observations. However, the physician has complete control over their access, or even if there’s any access at all. There is also the opportunity to charge patients for this service – Profile can automatically charge them a monthly fee, or a transactional fee which they can pay online
Where is you support based? Who comprises your support team?
Intrahealth’s team is based in Vancouver. It comprises about 30 staff representing the helpdesk, development, implementation and training. Our help desk is predominantly staffed by Medical Office Assistants (MOAs). Because of their knowledge of how a physician’s clinic operates, they can quickly understand what you’re trying to achieve and offer the highest levels of support
Do you have clinical staff in Intrahealth Canada?
We have two full time physicians and one part time physician working with us. The part time physician is still working clinically as a GP.
Do you offer products for Communities Of Practice (COPs)?
Yes, we have a number of products specifically targeted to groups of physicians that are separate from each other but choose to work together:
- InSync – this is a central hub and repository of shared information on both providers of care and patients
- Maestro – an integration engine that allows different clinics to share information with each other
- Accession/External Provider – a browser product that allows you to make available all or parts of a patient’s record for another physician outside your clinic. Each physician controls how much is seen
- Shared Care Plan – this is a product that allows a group of physicians to coordinate care for a patient across many providers – both physician and non physician. One provider (usually the GP) is designated as the “Most Responsible Clinician” (MRC) and coordinates care. As other providers undertake interventions, a message is passed back to the MRC.
For more information on these products, please contact Intrahealth.
What is Intrahealth’s strategy? Is it focused on BC or will it be distracted by other provinces?
Intrahealth takes a long term view: we were started in 1997 and have grown steadily. We recognise that it’s important to be focused and deliver the support you need. We consciously decided not to expand to other provinces at this stage because we did not wish to be distracted by trying to do too much too fast. In time we will expand, but not until we are confident that we can offer you the best quality service.
How can we be confident that Intrahealth will be here in 5 years? 10 years?
Intrahealth has been in operation since 1997. It has been growing at 40%pa and has 100 staff world wide. We sell to Physician Offices, to Health Authorities and to other health organisations, so our risk is spread. We are privately held (mostly) by Physicians. The Health Authorities that installed our product conducted due diligence on our financial viability. The two physician founders of Intrahealth are now permanent residents of BC.
If you have other questions, please contact Intrahealth.