What types of course completions cards does the Laerdal Medical Training Center process? Does Laerdal charge for card processing?

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1 Laerdal Medical Training Center American Heart Association Course Completion Card Processing for HeartCode elearning Programs Frequently Asked Questions Issued: 1/26/12 What types of course completions cards does the Laerdal Medical Training Center process? The Laerdal Medical Training Center (LMTC) processes HeartCode ACLS and HeartCode BLS course completion cards as an official American Heart Association Training Center. Does Laerdal charge for card processing? Yes. HeartCode card processing was considered a value-added service for Laerdal customers in the past. However, due to the increased volume, and the rising costs of cards, freight and other supplies, we will now assess a nominal $5 service fee per card processed beginning March 1, How do I indicate whether or not I want Laerdal to process my cards? In the Laerdal License Server, under Manage server and Reporting options, the first question you ll see is Should Laerdal Medical Training Center issue and ship AHA Course Completion Cards to your institution? You can select Yes or No using this function. However, beginning March 1, 2012, you will need to pay for this service at the time of purchase of the cognitive and skills licenses. What about HeartCode licenses that remain in my database, either in progress or inactivated? The service fee will only be assessed moving forward for all new sales orders beginning March 1, If you elect to use LMTC card processing, there will be a service fee equivalent to $5 per full system license. For example, if your purchase includes 50 cognitive licenses and 50 skills licenses, the card processing service will be calculated as 50*5, or $250. Do I have to use the voice-assisted manikin (VAM) system in order to utilize LMTC card processing? If you are a Laerdal HeartCode customer, yes. Beginning March 1, 2012, the only use model that will be supported for card processing for Laerdal customers will be full system users that purchase both Part 1, Cognitive, and Parts 2 and 3, Skills Practice and Testing, licenses for the Laerdal system version using the VAM system. Card processing for Instructor led skills sessions and OnlineAHA.org cognitive completions will no longer be supported. We are offering a transition period to allow those users who select those use models to purchase cards and begin managing their card processing independently. What if I am a HealthStream subscriber? HealthStream subscribers who purchase HeartCode ACLS and BLS licenses will have the option to have the LMTC issue their cards. Since HealthStream users can enter instructor-led completions into their Instructor Tool and the cognitive and skills completions can be automatically matched, HealthStream Page 1 of 5

2 users can use LMTC card processing with both VAM and instructor-led institutions. The same $5.00 card processing fee will apply here as well. Can I use the LMTC for HeartCode PALS course completion cards? Laerdal customers cannot use the LMTC for HeartCode PALS course completion cards. HealthStream subscribers using the Instructor Tool can, since the cognitive and skills completions can be automatically matched. My institution currently accesses HeartCode Part 1 through the OnlineAHA.org portal, and uses the Laerdal voice-assisted manikin (VAM) system for skills assessments. Can the LMTC handle card-processing for us? Unfortunately, no. While at smaller volumes we sometimes accommodated these requests, the number of cards has grown exponentially and we can no longer offer to do so. OnlineAHA.org completions are a completely manual process, and we do not have the resources to individually match separate Part 1 and Parts 2 and 3 completions. For those institutions following this model, an AHA training center will have to issue the cards, using the Part 1 and Parts 2 and 3 HeartCode certificates as proof of course completion. How do I get cards printed for voice-assisted manikin completions if I don t use LMTC? Your institution will need to use the American Heart Association Class Connector at to find a local training center that can issue your cards. You will need to provide completion certificates for Part 1 and Parts 2 and 3 that show a student completed both portions of the course. How do I access my HeartCode Part 1 or Parts 2 and 3 certificates? On the main page of the HeartCode program that appears after logging in, you will see a button Certificates after completing cognitive, skills, or both. When you click the button, you will be taken to the Laerdal certificate site (you must have Internet access to connect to the site.) Once there, you will be asked to register for the site, and you will be able to claim and print your certificates. You can return to that site through the program, or at to view and print your certificates. My institution uses the Laerdal system version for HeartCode Part 1, but we choose to do instructor-led skills assessments and not the VAM system. Can the LMTC handle card processing for us? Unfortunately, no. This use model requires manual matching of the Part 1 and Parts 2 and 3 completions. We do not have the resources to individually match cognitive and skills completions. Page 2 of 5

3 The American Heart Association now requires an Instructor ID on all course completion cards. How will this be handled for VAM completions? For VAM completions, beginning January 1, 2012, the Instructor Name will now appear as Sami Langley, the AHA Training Center Coordinator for LMTC. The Instructor ID field will contain Ms. Langley s ID. There will be no exceptions to this requirement. In the past, institutions could include the HeartCode administrator s name here, with the suffix -Admin. This is no longer the case. Where should I direct questions on AHA cards for HeartCode ACLS and BLS course completions? For card issuing services and inquires, customers should contact Laerdal Customer Service at 877- LAERDAL ( ) or customerservice@laerdal.com. How long will it take to issue a card? Under normal conditions, once the record is received by the LMTC, the turnaround time is usually two to four weeks. How will the cards be shipped? All cards are shipped 2-day air via FedEx to the facility that purchased the license used to complete the course. Cards must be signed for upon receipt; therefore, you will be required to provide a street address for delivery. Post office boxes are not acceptable. Is the Laerdal Medical Training Center in alignment with the AHA? Yes, we work closely with the AHA to ensure that we stay in alignment with its processes, both with regard to Laerdal HeartCode customers and those HeartCode customers who access the program through HealthStream. What if we misplace cards or a student loses a card? Replacement cards will be issued at a fee of $5 per card for each replacement. Who do I call for customer support / technical issues regarding HeartCode software or manikins? Laerdal Customer Service can be reached at 877-LAERDAL ( ) to answer any questions you may have about software, manikins, or License Server functionality. What should I do if my reports are not transmitting to Laerdal? There are a few things you can check to make sure your system will send reports to us for card processing. Please check your license server version. Click the Manage server button select About. Your License Server version should be 3.3.0, dated July 27, 2011 or 3.3.1, dated September 28, If you do not have the correct version, you will need to download it from Contact Customer Service at 877-LAERDAL ( ) for assistance. Page 3 of 5

4 Once you verify that you have the correct version, check that your reporting options are properly configured. Click Manage server and select Reporting options : The address that shows up here is where the cards will be shipped to, so make sure that is correct. Also, verify with your IT department if you need to have an entry in the Proxy field. What can I do to speed up the processing of my cards? There are several things you can do to cut down on the time required to manually edit your cards prior to printing. 1. Verify and/or update the information that prints on the card. Go into your license server and click the Manage server button and select 'Reporting options'. In the Provider address screen: Training site: This is the facility name that prints on the back of the card. If the name is too long and won t fit on the card, is misspelled, is in all caps or is missing, it has to be manually edited. If there are any problems or questions with the card or you are a new customer, this is the only way the card processor has to contact you as the phone number does not transmit on our report. Please make sure this is not blank. Address / City / State / Zip or Postal Code: If we have not processed cards for your facility in the recent past, this is the address that will be used for shipping the cards. This field must contain a street address. Cards cannot be delivered to post office boxes. 2. Ensure that the students are entering their names as they should print on their card. This must be reiterated to students at your institution when they enter their names after completing Part 1, this is Page 4 of 5

5 exactly how their name will appear on their cards. To avoid replacement cards and the associated fees, please ensure that students are aware. Page 5 of 5