Your Complete Technology Wellness Plan

You don’t have the time nor the inclination to think about IT. With ProActive Care™ from DHS, you don’t have to! ProActive Care™ is a comprehensive technology support solution that includes everything you need to secure, protect, and maintain your electronic health records system and computer network. ProActive Care™ keeps your technology healthy and disease-free.

If systems suddenly fail, you’re left without access to patient information—creating costly, unproductive downtime and possible data loss. Instead of a “break-fix” reactionary approach to IT, we continuously monitor and manage the health of your systems 24/7, using our powerful network monitoring tools that relay real-time health status to our team. Armed with this data, we proactively respond to IT symptoms before they turn into real illness.

ProActive Care™ provides your practice with enterprise-level IT services at an affordable flat monthly rate. Help desk support? Projects? Monitored data backup? Managed security? Done! DHS treats your IT so you’re free to treat your patients. ProActive Care™ is your complete solution for a worry-free IT experience. Never worry about IT again!

You’ve heard how cyber attacks plague businesses large and small but do you know the cost? Our government estimates that cybercrime costs US businesses as much as $110 billion per year. Data breaches can irreparably damage patient trust and destroy the reputation you’ve spent years building.

DHS takes your security seriously. That’s why we partner with world-class vendors like Cisco, WatchGuard, ESET, and others to protect your EHR and critical data against malware and hackers. It’s also why we’ve implemented a comprehensive set of network management practices and protocols to keep your data safe including:

  • Managed Security Patching.
  • Managed Anti-Virus/Anti-Malware.
  • Managed Web Security with Botnet & Phishing Protection.
  • Managed Email Security.
  • Intrusion Detection/Prevention.
  • Vulnerability Scanning.
  • HIPAA Security Event Logging.
  • Secure User Password Management.
  • And more

Security is only as good as its weakest link. That’s why careful attention to developing a healthy security posture is so important. Adequate security is also a critical part of HIPAA compliance. Attention to good security practices is  fundamental in how we care for our clients and the systems they need to protect. With ProActive Care™, we’ll manage your network security so you can focus on your patients.

 

In the same way that vital signs are monitored to maintain patient stability, networks too must be monitored to keep them secure, protected, and maintained. Server outages, failed backup jobs, low disk space, storage failures, and malware activity are just a fraction of the technology metrics we monitor to ensure system continuity for your practice.

Technology health monitoring is an art form that is rarely mastered. It takes a tremendous amount of dedication and attention to detail to develop accurate and effective monitoring tools. Through our investment in the best monitoring tools available, years of continual refinement, and regular maintenance, our monitoring platform provides our team with an extraordinary ability to proactively respond to your technology issues.

Technology monitoring is all about accessing the information we need to effectively respond to issues before they cause problems for you and your team. Our monitoring software constantly observes your network’s status to ensure security, reliability, and performance. You’ll never need to worry if your server’s hard drive is almost full, if your data is backed up, or any other technology concern. DHS proactively monitors your systems 24/7/365, notifying our engineers before trouble strikes. Don’t settle for “break-fix” IT; discover how our ProActive Care™ support program takes the worry out of IT! 

Our unlimited remote support and unlimited on-site support (included with our premium service) are cornerstones of our ProActive Care™ support program. When you need help, we’re there—and we care. Our team will not only respond quickly and solve your problems, our bedside manner will make you happy to be one of our valued clients. Since we specialize in healthcare IT and hold many technical certifications, we also have specific skills required to succeed.

Whether it’s an application error, a printing issue, a performance problem, or you just have a question, the DHS support team is always ready and eager to help. We support your hardware, software, and even your EHR integrated imaging and diagnostic equipment. Our goal is to respond quickly and provide quality solutions to your technology challenges. To ensure your support experience is excellent, we have a process for making sure we’re performing at our best:

  1. Support Request: We are open 7 days a week from 6 am-7 pm to take your requests by email or phone. 
  2. Acknowledgment: We immediately send you an email confirmation and generate a service ticket.
  3. Ticket Processing: We process your ticket and assess your request within 1 minute of receipt.
  4. Response: Your ticket is assigned to a technician or engineer, we begin work on your issue, and reply via phone or email. We remain in contact with you until a resolution attained. Urgent issues are responded to in 5 minutes or less.
  5. Resolution: After resolving your issue, you’ll receive a call if appropriate and email detailing our solution to your request. We don’t consider your issue resolved until we have answered all of your questions and AND we are fully confident in the solution provided.

Our remote and on-site support services will provide all the brain and muscle power you need to manage and maintain your systems. Our remote technology connects instantly to your computers, allowing our team to see your screen and provide personalized one-on-one support when needed. We can provide the fastest resolutions remotely but at times, on-site support is more appropriate. Our on-site team is equipped and ready to visit your site if remote issue remediation is not possible. We also provide you a written service level agreement (SLA), clearly defining support response expectations. Best of all, ProActive Care™ support plans include unlimited support at one flat monthly fee. So, don’t worry about IT! Treat your patients and we’ll take care of your technology and your team members.

At DHS, we specialize in healthcare IT and the many products and services required to build effective networks for EHRs and other healthcare-related software solutions. As a result, we’re in a unique position to manage each of your technology vendors for you. We’ll contact your vendors on your behalf and leverage the knowledge we have of your network and systems to address your technical issues. We’ll also add or remove services or products from your accounts as required and even negotiate with your vendors to obtain the best available pricing. ProActive Care™ services include management of your:

  • Electronic Health Records, Imaging, & other software vendors.
  • Network integrated medical diagnostic equipment vendors.
  • Broadband Internet & Trunking vendors.
  • Network, Web, Endpoint, & Email Security vendors.
  • Printer & Scanner vendors.
  • Server & Workstation and Hardware vendors.
  • Network Hardware vendors.
  • Backup and Disaster Recovery vendors.

Our vendor management services benefit your organization in several ways. First, staff stay productive and do not need to call or wait on hold with vendors to troubleshoot technical issues or make account adjustments, saving you time and money. Second, DHS technicians and engineers can leverage our extensive knowledge of your network and systems to obtain accurate, high-quality resolutions. Third, each vendor issue and resolution is documented for HIPAA compliance. Finally, our team serves as a single point of contact and takes full responsibility for all vendors so you avoid the hassle.

Vendor management is a key part of ProActive Care™ and one of our most popular services. It’s a key service our clients demand, and we’re delighted to provide it. Healthcare work is often fast-paced and can be stressful. Save yourself hours of frustration each week, communicating with technology vendors, and trying to troubleshoot issues.  Give us the responsibility instead—we’ll save you time and money. We’ll manage your vendors so you can focus on what you do best!

ProActive Care™ includes secure email services for your entire team. DHS SecureMail is the platform we use to deliver this service. Powered by Microsoft Exchange, SecureMail is a HIPAA- compliant email solution we built from the ground up to meet healthcare industry requirements and the needs of our clients. SecureMail servers reside in our datacenter and are fully managed by DHS engineers.

SecureMail Features:

  • Secure, Enterprise-Class Email for your entire team.
  • Email delivered to your company web domain.
  • Compatible with most EHR programs.
  • Access from Outlook, Webmail, and iOS/Android.
  • Enterprise-Class Spam Filtering and Email Security.
  • Email Encryption for HIPAA Compliance.

SecureMail is a robust email solution that can be customized to meet the needs of any healthcare organization. We fully manage your email experience including account management, rights/access, public folders, message tracking, issue remediation, training, and more. SecureMail is an important part of our ProActive Care™ wellness strategy to provide you with a healthy and worry-free IT experience!

All healthcare practices need a robust data backup and disaster recovery solution. Data backup is essential to preserve your patient’s health records and is a core HIPAA requirement. Unfortunately, our experience is that many organizations do not have adequate backup tools in place. Others believe they have a working backup, only to find it fails when they need it most. The sad fact is that 80% of companies that experience significant data loss go out of business within a year. Protect your data—don’t become a statistic!

Since robust and reliable backup & disaster recovery is absolutely critical in healthcare, we created ProActive Backup™ powered by Veeam, the global leader in backup technology. ProActive Backup™ features:

  • Reliable Enterprise-Grade Solution.
  • Hourly Backups for Granular Restores.
  • Backup Volumes Securely Encrypted.
  • Hybrid Backup Stores Data Backups Locally for Fast Restores & Offsite in SSAE 16 Type II- Compliant Data Center for Safety.
  • 60-Days of Data Backup Archives.
  • Ability to Instantly Recover Production Servers in Case of Server Failures.
  • Fully Monitored & Managed by DHS.

With DHS ProActive Backup™ you can be assured that your data is being protected with the best tools in the industry. With 60 days of backup archives, our RPO (Recovery Point Objective) meets the needs of most healthcare organizations. With instant production server recovery, we deliver excellent RTO (Recovery Time Objective). In addition to entire servers, we can also restore individual files, applications, databases, directory objects, and even individual messages. DHS ProActive Backup™ takes the worry out of healthcare IT!

As a DHS ProActive Care™ client, we leverage the DHS Cloud to provide your organization with key applications we’ve custom- designed to meet the productivity needs of the healthcare industry. DHS Cloud applications include:

  • DHS SecureFax provides HIPAA-compliant, searchable, & paperless electronic faxing.
  • DHS SecureFile allows secure file sharing with patients, providers, and organizations.
  • DHS SecureForms is a paperless electronic patient forms automation solution that increases practice efficiency.
  •  DHS SecurePass provides secure staff password management and allows privately sharing credentials with teams.
  • DHS SecureMessage provides HIPAA-compliant instant messaging locally or across multiple sites.  

All DHS Cloud services are designed to make your practice more efficient and are part of our ProActive Care™ service plan offering. 

In addition to our cloud solutions, we can also host and manage your EHR application in our secure private cloud facility. Benefits include reduced capital expense, dynamic scalability, increased security, and more.

With our suite of DHS Cloud applications and private custom hosting services, we bring a compelling tool-set to the IT operating table. It’s yet another reason why ProActive Care™ is your technology prescription for IT well-being! 

Asset management is a key part of HIPAA compliance and should be an important IT initiative in all healthcare organizations. The HIPAA Security Rule necessitates that organizations maintain a record of all devices that contain, transmit, or access ePHI (Protected Health Information) and keep access records of individuals who use these devices.  Asset management means maintaining a careful inventory of all such devices.

To serve the business and compliance needs of our clients, we address asset management in many ways. First, when we onboard new clients, we take an inventory of all devices that store ePHI and enter that information into our Professional Services Automation (PSA) software. Second, through our direct cost procurement services, we take inventory of and document all newly purchased devices which will process ePHI before they are installed. Third, through directory logging, application logging, and backup systems, we retain ePHI access records.  Finally, all additions and changes to your IT infrastructure and are performed by DHS and documented in our PSA software. As a result of these procedures, DHS meets your asset management needs.

Asset management is another service in the ProActive Care™ suite that makes you feel good about IT!

At DHS, we don’t just tell you what we’re doing to manage your IT; we show you detailed monthly technology reports. We feel that it’s our responsibility to keep you informed, up-to-date, and to demonstrate the value we’re creating for your organization. 

We report monthly on several key IT metrics and health indicators including:

  • Support requests opened by your team including drill-down detail.
  • Support requests closed by DHS support including drill-down detail.
  • Data backup summary.
  • Email security summary.
  • Internet security summary.
  • Top domains accessed & blocked.
  • Sever & workstation patch status.
  • Server and workstation Anti-Virus status.
  • Server & workstation inventory detail.
  • And more

ProActive Care™ monthly system health reports give you a birds-eye view of what’s happening on your network and how your team is interacting with your systems. Is your staff trying to access blocked websites on company devices? Is your backup functional and healthy? What about email and internet security? Our monthly reports answer these questions and more. 

With our monthly reporting, you can relax knowing that your network is properly maintained and protected. All our ProActive Care™ services give you the IT tools you need so you can simply focus on your practice!

"I know of practices with ongoing technical issues but with DHS, we don't have that problem. They are determined, diligent, and I have the peace of mind knowing they are seamlessly managing our technology so we can focus on our patients."

Samuel Thacher, DDS
Modern Dentistry

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