Support and Consulting for Medical Systems at Semmelweis University

Support and Consulting for Medical Systems at Semmelweis University: Provision of operational support and consulting for the medical and related systems at Semmelweis University under a framework agreement. The framework agreement is valid for 24 months from its effective date or until the framework amount of net 85,000,000 Ft is exhausted. The systems include the character-based MedSolution and web-based e-MedSolution IT system with necessary sub-systems, interfaces, database management, and middleware components. The number of MedSolution / e-MedSolution users exceeds 4,000 named users, with a maximum of 1,200 concurrent users. Main modules are: outpatient administration, inpatient administration, surgical, pharmacy, medication, nursing, care, dental, EFI, ward inventory request, waiting list, patient appointment modules. Support includes L1 end-user support (receiving and recording reports via phone, email, and ticketing system; basic troubleshooting such as password reset, software settings, network connection; information gathering; problem escalation; rights administration for MedSolution/eMedSolution and related sub-systems) and L2 expert support (handling L1-escalated issues, proposing solutions or escalating to license manufacturer; receiving/discussing/documenting development requests; testing developments and implementing functions; module owner tasks such as consulting, system parameterization, implementation, testing; monthly reporting; regular and ad-hoc data provision; medical system expertise, project management; parameterization and operational tasks for sub-system integration; organizing and conducting end-user training; continuous updating of user documentation). Planned service hours for 24 months: 500 hours for Service Manager, 1,800 hours for Medical Consultant, 3,800 hours for Medical System Operator. The main service period is Monday to Friday from 8:00 to 17:00 CET, excluding Saturdays, Sundays, and all Hungarian public holidays.

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