Frequently Asked Questions

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1 Ricoh Canada Inc. ChartMD Powered by Inofile Frequently Asked Questions

2 Frequently Asked Questions What is Inofile ChartMD? Designed specifically for the ambulatory care environment, Inofile ChartMD is a standards-based interoperable healthcare software solution for capturing patient charts, loose filing and importing faxes into a WindowsTM-based patient directory structure or directly to an EMR/EHR. It is a complete scanning workflow solution that allows a practice to scan an entire chart room of files or capture loose documents on demand. Batches of scanned images are indexed quickly using an intuitive touch screen on the Ricoh multifunction products (MFP) to guide the user through the clinical workflow process. The Inofile ChartMD solution is available in three different modes: Embedded, Activated and Upgraded: The Embedded mode gives users the ability to do single-page scanning to a network folder location and is included with every Ricoh MFP installed in the healthcare vertical at no additional charge. The Activated mode extends the Embedded mode experience to the full version for a nominal monthly fee. When activated directly from their Ricoh MFP after registering, medical facilities gain additional features such as scan preview, batch scanning, and batch breaking. This allows them to scan many pages at once and "batch break" those scanned documents as needed to separate patient records for storage in the customer's shared network folder structure. In addition, the Activated mode also permits basic patient data (name, address, DOB, health number,) look up from the provincial registry to expedite forms completion and processing The Upgraded mode extends the Activated mode experience for an additional nominal monthly fee. In the Upgraded mode, Inofile ChartMD provides connectors between the full version of the Activated mode and the ambulatory medical facilities exiting EMR/EHR technology. Note: ChartMD is NOT intended for acute care facilities and should not be proposed or ordered in those selling situations as a stand-alone solution. 2

3 Contents What is Inofile ChartMD?... 2 What is ambulatory care?... 5 What is the pricing model for Inofile ChartMD?... 5 What problems does Inofile ChartMD solve?... 5 What are the benefits of the Embedded strategy?... 5 How is the Activated mode different from the Embedded mode?... 6 How is the Upgraded mode different from the Activated mode?... 6 What competitive differentiators exist with Inofile ChartMD?... 6 Why are competitor solutions less efficient?... 6 What is the target market for Inofile ChartMD?... 7 How should I position Inofile ChartMD with my customers?... 7 Can I sell Inofile ChartMD to a hospital?... 8 Are any services required for our customers to take advantage of the Inofile ChartMD application?... 8 What is the upgrade path from Inofile ChartMD to Inofile Messenger?... 8 What kind of documents would Inofile ChartMD be used for?... 8 Does Inofile ChartMD meet Canadian Health Information standards?... 9 What outcomes can my customers expect to achieve through using Inofile ChartMD?... 9 How can Inofile ChartMD help my customers improve efficiency?... 9 What types of questions should I ask my customers to uncover their needs for a product like Inofile ChartMD? What are the technical components of an Inofile ChartMD implementation? What Ricoh MFP models are supported for Inofile ChartMD? How do I order Inofile ChartMD for my customers? Where can my customers go if they want more information or guidance when registering and/or activating their devices? Can I give the resource web site URL out to prospects and customers that have not yet invested in Ricoh MFP devices that are optimized for healthcare with the Inofile ChartMD application? What are some of the Marketing tools planned as part of the Inofile ChartMD launch? Where can I find sales training materials?

4 Will Inofile ChartMD be added to showrooms? Is it possible to detect the presence of Inofile ChartMD through any of our device/fleet management tools? Are we able to remotely discern which of the modes of ChartMD is deployed on each device? What is the communication process between a registered machine and the Inofile web server managing communications back to Ricoh for customer billing? Will we be able to remotely configure Inofile ChartMD, preferably in batch mode, or do we need to physically touch each device? Has PTEC (Ricoh s testing and certification department) tested Inofile ChartMD with other embedded tools to ensure that there is no Java contention with other embedded products With respect to security solutions tested, has Ricoh tested Inofile ChartMD with the full suite including CAP and CAC? When will Inofile ChartMD have a connector to RightFax? How about Rcloud? Is Inofile ChartMD interoperable with my customers EMR/EHR system? Can already installed Ricoh MFPs be retrofitted with the Inofile ChartMD application? Who do I call if I have questions? What information can be pulled from Provincial registries? How are software updates provided to customers? What if my customer is not comfortable or capable of creating the appropriate network directory structure for the storage of scanned files? Who can my customer call if they are having problems? What if my customer has security concerns in regards to our MFP s communicating outside of their network. Specifically to the provincial registry.?

5 What is ambulatory care? By definition, ambulatory care represents any medical treatment provided on an outpatient basis. This includes minor medical procedures and surgeries, most types of dental, dermatology, and diagnostic services. Typically you will find this occurring in smaller settings (i.e. a clinic with 1-5 doctors), and includes GP s, specialists, Dentists, Chiropractors, Physiotherapists, Naturopathic doctors, Audiologists, Diagnostic laboratories, Nursing homes, Midwife clinics, et al. What is the pricing model for Inofile ChartMD? Pricing: Embedded - Free Activated - $29.95/mo. subscription Upgraded - TBD/mo. in addition to the Activated subscription (Available Summer 2013) What problems does Inofile ChartMD solve? Ambulatory care practices are drowning in paper. This is because they are documenting more every year due to both regulatory needs and the growing popularity of electronic medical records (EMR/EHR) technology. There is wide variation in the level of automation among medical practices in Canada and even if a Health Delivery Organization is utilizing an EMR/EHR, as much as 40 % of the health record may still consist of unstructured paper documents and forms. ChartMD enables EMR investments by getting the complete information into the patient record and creates interoperable records that can move from one care setting to another eliminating delays in document routing that can produce unforeseen consequences including: Delayed decision-making Increased risk for errors and adverse medical events Gaps in communications and care coordination Non-compliance with important policies and regulations For customers with no EMR system, ChartMD creates EMR ready records that can be readily ingestible by an EMR system from a network directory at a later date. What are the benefits of the Embedded strategy? Ricoh is the only vendor that provides the ability to capture point of care documents at no additional fee with our free Embedded option. This gives our customers the ability to experience the functionality and convenience of standards based capture technology before they invest in the full application. 5

6 How is the Activated mode different from the Embedded mode? While the Embedded mode is automatically provided with every Ricoh MFP optimized for healthcare at no additional charge, it provides functionality that is limited to single document scanning and no ability to look up patient information. With the Activated mode, on the other hand, medical facilities gain additional features such as scan preview, batch scanning, and batch breaking. This allows them to scan many pages at once and "batch break" those scanned documents as needed to separate patient records for storage in the customer's shared network folder structure. Furthermore, the Activated mode provides customers with the ability to look-up patients in the customer's shared network folder structure from previous scans or from the provincial registry.. This saves a great deal of time when adding new documents to the patient s folder, and mitigates the risk of duplicate records being created How is the Upgraded mode different from the Activated mode? The Upgraded mode provides all of the functionality found in the Activated mode. The key difference is that the Upgraded mode enables a direct connection to the customers EMR/EHR technology instead of looking up and storing patient scans in a network folder structure. This feature will start to be available in the Summer of What competitive differentiators exist with Inofile ChartMD? Inofile ChartMD is a tool that can improve clinical and operational workflow with batch scanning and breaking. It provides quality control features that can enable improved care quality with the ability to zoom in and accurately index documents to the correct patient and then having that critical clinical data available at the point of care. Inofile ChartMD on Ricoh MFP s allows healthcare providers to file paperwork easier and faster than any other solution freeing up more time for healthcare providers to do their actual job and provide better patient care. In addition, Ricoh is the only vendor that provides the ability to capture point of care documents at no additional fee with our free Embedded option. This gives our customers the ability to experience the functionality before they invest in the full application. Why are competitor solutions less efficient? Alternative scanning methods are less efficient, inherently slow, prone to mistakes, requires multiple steps, and simply more difficult to use as they are not designed to support the typical workflow in a doctor s office. For example: Scanner attached to a PC This requires that an operator go to the specific PC with the scanner, which is often an individual s workstation. That means that the knowledge worker that understands what this document must either interrupt the user of the PC with the scanner or they deposit the document to be scanned in their in box with limited knowledge. Either way there is significant wasted time. 6

7 When scanning to a network there is no structure that is enforced. The user can scan to any directory, and they can name the files using their own standards, resulting in electronic miss-files. At the time of import to an EMR/EHR this unstructured schema will not upload without issues. It is virtually impossible to create and maintain a direct connection to an existing EMR/EHR application. Multifunction device Big box / Office Supply store version These are inexpensive units that scan only single sided, typically under 15 ppm, with large file sizes, a large foot print and the printing supplies of the MFD are expensive. It is virtually impossible to create and maintain a direct connection to an existing EMR/EHR application. Navigating the panel controls is confusing. The file naming is confusing and is not descriptive, requiring a second step of re-naming after scanning The user can not preview the document prior to saving, so quality control and rescanning is a separate step that takes a lot of time. ing and faxing from these units is complex and requires multiple steps for completion. Multifunction device Ricoh competitor The file naming is not descriptive requiring a second step of re-naming after scanning The file naming convention is based on user input and may not be HL7 (standards) compliant Depending on the solution, the user may not be able preview the document prior to saving, so quality control and rescanning is a separate step that takes a lot of time. Nomenclature of fields is generic, rather than focused on the healthcare market. Limited / no connectivity to EMR systems. No connectivity to provincial health registries. What is the target market for Inofile ChartMD? Target titles are physicians and medical practice office managers or administrators at ambulatory care facilities, physical therapy offices, dentists, and other ambulatory care providers. Whether a medical practice wants to move paper to an existing EMR/EHR, provide an on-ramp to a planned EMR/EHR or just want the ability to capture, store and easily access their documents, Inofile ChartMD can be a huge improvement over their current charting processes. How should I position Inofile ChartMD with my customers? This software was developed to answer the needs of the Ambulatory Healthcare industry. Doctor s Offices, Physical Therapy offices, Dentists, and other ambulatory care providers would benefit greatly from the capabilities of ChartMD. Embedding ChartMD on a Ricoh MFP at no additional cost gives you a decided advantage in this competitive market. ChartMD reduces the inefficiencies and financial ramifications related to paper-centric clinical or administrative records. With ChartMD, customers have a workflow and care delivery improvement tool that can help them address their goals of: 7

8 Streamlining document management Improving care quality and efficiency Improving access to critical clinical data Reducing chart storage space requirements Inofile ChartMD on Ricoh MFP s will simplify your processes, enable better patient care ultimately make your life easier. Can I sell Inofile ChartMD to a hospital? While rare exception will exist, ChartMD is NOT intended for acute care facilities and should not be proposed or ordered in those selling situations as a stand-alone solution. If you feel that you are in one of those rare exceptions where you need to propose Inofile ChartMD to a hospital, please review the situation carefully with your Solutions Consultant. Are any services required for our customers to take advantage of the Inofile ChartMD application? No services are required for Embedded or Activated modes of Inofile ChartMD. Both of these modes are self installed and configured for use by the customer. Services are only required when EMR integration is needed. That said, there is an opportunity to provide Services through billable training hours or if the customer suggests additional technical help is needed during setup please review the necessary MAPP codes as needed. Note that the customer may require information from their IT administrator to set up a shared folder on the network the impact on IT is therefore minimal. What is the upgrade path from Inofile ChartMD to Inofile Messenger? Inofile ChartMD is designed for the ambulatory environment only. There should not be a situation where a medical practice needs an upgrade/update path to move from the Inofile ChartMD environment to the Inofile Messenger environment. What kind of documents would Inofile ChartMD be used for? Inofile ChartMD is designed to digitize any unstructured documents that flow through medical practices such as: Consent Forms Patient Referrals Lab Results Treatment Forms Physician Notes Order Requests 8

9 Digital Images Billing Correspondence Internal Forms External Documents Complete Patient Charts Does Inofile ChartMD meet Canadian Health Information standards? Yes, the Ricoh MFP with the embedded Inofile software, has been designed specifically with the security and confidentiality requirements of healthcare in mind, including the following features: MFPs are setup just like any other PC on your network and is subject to the same level of security applied to the PC s Two Levels of Security on the MFP: i. Integration with network security to sign in directly to the device ii. Scanned images are encrypted during the active session: they are stored temporarily on the device ONLY while the scanning is taking place. Once a user leaves the device, the user or the device will log off and the images will be deleted from the machine No patient information is stored on the device, it is maintained only temporarily while the user session is active What outcomes can my customers expect to achieve through using Inofile ChartMD? Regardless of whether or not a medical practice has a fully functioning EMR/EHR, Inofile ChartMD addresses the clinical and financial inefficiencies and ramifications related to paper-centric records and their associated bottlenecks. Customers that invest in Inofile ChartMD can realize workflow and care delivery improvements, including: Enhanced caregiver collaboration Streamlined document management Improved care quality and efficiency Improved access to critical clinical data Reduced chart storage space requirements How can Inofile ChartMD help my customers improve efficiency? Inofile ChartMD is easy to use and view with the large touch screen on Ricoh MFP devices optimized for healthcare. Depending on the MFP, it can scan double-sided documents at a minimum speed of 25 ppm and the document feeder holds up to 50 pages at a time. Scan an entire chart or a batch of pages at once, and quickly separate into individual documents Scans single and double-sided documents Preview documents on screen for easier indexing and quality check. Advanced imaging functions (such as rotation, blank page deletion, color detection, de-skew, and page size detection) are performed automatically to save time and reduce steps in workflow. 9

10 What types of questions should I ask my customers to uncover their needs for a product like Inofile ChartMD? How much time do you spend looking for paper-based documents? Are you having challenges providing your patients records to other providers? When patients request their medical records, do you have trouble pulling all of their records together in a short amount of time? Do your patients expect to have electronic access to their medical records? What would be the cost to the organization if you were unable to find all of the patient s records? Do they have an EMR/HER system in place? If not, do they have any plans to do so? Do they currently scan any medical records and store them electronically? If yes, what type of scanner do they use? Uncover the limitations to their current process. What are the technical components of an Inofile ChartMD implementation? Key technology components include Ricoh MFP s optimized for healthcare and the Inofile ChartMD software (RCI EDP Code 720M ). What Ricoh MFP models are supported for Inofile ChartMD? Generally ChartMD will run on any printer with a 8.5 touchscreen (Java platforms 4x, 7x, 10x). Note that this RCI EDP code 720M must be entered with any order of an MFP in the applicable target market (i.e. when selling to a doctor s office, small clinic, etc.), and requires the DOSS option to be selected for the MFP. A list of compatible printer models is available in the ChartMD MAPP Notes. How do I order Inofile ChartMD for my customers? Inofile ChartMD is a free tool, but must be ordered properly to be included on the MFP. You must order all of the following: MFP Engine, including SP Kit Data Overwrite Security System (DOSS), if not standard on the device RCI EDP Code 720M for ChartMD software Any other accessories (finisher, cabinet, etc.) that may be required by the customer. Once ChartMD is installed and delivered, the customer will be required to register the software directly on the MFP touch screen to access the embedded functionality. To access the full version of the ChartMD software, the customer will need to go through a separate activation process, also on the MFP touch screen. MAPP provides the necessary codes, including codes for Professional services to support the ChartMD setup, where needed, and provide additional training where this is requested by the customer. 10

11 Where can my customers go if they want more information or guidance when registering and/or activating their devices? A resource website will be available and communicated upon full launch. This site will include videos on the benefits of activating their devices, tools to help guide them through the configuration process, general information about the product and other industry resources and links that might be beneficial. During the pilot, please provide customers this information as needed. Can I give the resource web site URL out to prospects and customers that have not yet invested in Ricoh MFP devices that are optimized for healthcare with the Inofile ChartMD application? No. The resource web site is a private site that should only be accessed by customers that have already invested in the Inofile ChartMD application via a Ricoh MFP optimized for healthcare. All other prospects and customers should be directed to resources found in the Inofile ChartMD space on RWorld. What are some of the Marketing tools planned as part of the Inofile ChartMD launch? A number of customer and sales facing marketing tools are planned and/or available. This includes: On-device marketing ChartMD Brochure ChartMD Overview Video ChartMD Why Activate Video HTML Simulator FAQs (internal and external) Sales Information Guide Showroom Placements Where can I find sales training materials? Sales Training materials for Inofile ChartMD can be found on the RLI (Ricoh Learning Institute) site. Training on ChartMD is mandatory for all Key Account (including DDLP) reps. Will Inofile ChartMD be added to showrooms? The Inofile ChartMD software will be added to a compatible model in each showroom. If you have any questions, please contact your Regional Inventory Control Manager for more information. 11

12 Is it possible to detect the presence of Inofile ChartMD through any of our device/fleet management tools? Ricoh tools will not be capable of detecting if ChartMD is installed. Are we able to remotely discern which of the modes of ChartMD is deployed on each device? Ricoh tools will not be capable of detecting if ChartMD is installed. It should also be noted that Inofile ChartMD is an ambulatory solution and most ambulatory offices will not have server-based management solutions in place. What is the communication process between a registered machine and the Inofile web server managing communications back to Ricoh for customer billing? The Inofile server will receive and track all details by Ricoh MFP serial number regarding what is installed and at what level. Additionally, Inofile will be sending communications weekly to Ricoh and Ricoh will use the information to facilitate customer billing. Will we be able to remotely configure Inofile ChartMD, preferably in batch mode, or do we need to physically touch each device? Configuring Inofile ChartMD requires touching each device. However, configuring Inofile ChartMD is not a complex process. We expect the customer to be able to activate a device, but when a connector is required there will be a small SOW generated to perform the service. Also, remember that the target market is the ambulatory space, where customers will typically only have 1 or 2 devices to configure. Has PTEC (Ricoh s testing and certification department) tested Inofile ChartMD with other embedded tools to ensure that there is no Java contention with other embedded products. Yes With respect to security solutions tested, has Ricoh tested Inofile ChartMD with the full suite including CAP and CAC? Yes. 12

13 When will Inofile ChartMD have a connector to RightFax? How about Rcloud? Inofile has already met with OpenText to discuss and design an automated process. We are working with Inofile on Rcloud as well. Dates are to be determined. Is Inofile ChartMD interoperable with my customers EMR/EHR system? In the Embedded and Activated modes, the scanned document images can be imported into a certified EMR/EHR system and stored within the patient record. The scanned PDF image meets HL7 CDA specifications. In the Upgraded mode, connectors can be established directly with certified EMR/EHR technology. Can already installed Ricoh MFPs be retrofitted with the Inofile ChartMD application? Ricoh MFPs that are already installed in medical practices can t currently be retrofitted with the Inofile ChartMD application. However, such capability is planned in a later phase of the application. Who do I call if I have questions? All questions related to Inofile ChartMD should be directed to your local Solutions Consultant or Corporate Marketing? What information can be pulled from Provincial registries? The information as applicable to ChartMD includes full patient name, birthday and patient ID. Part of what makes ChartMD so powerful, is that ChartMD (once activated) allows customers to query the provincial registries, i.e. the patient care provider can simply enter the first few letters of a patient s name and ChartMD will return a list of patients matching these criteria. How are software updates provided to customers? Customers can check for updates any time through a function in ChartMD settings. Installation of the update will occur automatically (similar to updates for a cell phone application). 13

14 What if my customer is not comfortable or capable of creating the appropriate network directory structure for the storage of scanned files? Since these are activities that need to occur on the customer s network, the best people to help provide this information would be the customer s IT systems administrator. If the customer feels that there is further handholding required for this process, Ricoh support can be booked to help with the process and provide additional training as well (both, process support and training are billable services, per MAPP) For information on Provincial Health Planning Database, the customer should consult their applicable resource, such as ehealth.gov.on.ca (Ontario), health.alberta.ca, health.gov.sk.ca, et al. Who can my customer call if they are having problems? For the pilot, customers can call Ricoh Customer Service between the hours of 8am and 8pm (Eastern Time), 24/ For the later Canada-wide launch, customers will be able to obtain customer support in both English and French from Ricoh Canada s usual Telephone Support phone number: What if my customer has security concerns in regards to our MFP s communicating outside of their network. Specifically to the provincial registry? As the application is embedded on the MFP, and the MFP connected within the customer s network, security relies on any measures taken and technology used within the customer s network. As separate work-order, Ricoh s professional services can provide additional support and knowledge on network security, and / or refer to a 3rd party where need be. 14