What to include in RFI for Quality Management System? Part 2

Many organizations that start using a quality management system or process management consider purchasing software. In this respect a sound Request for Information is essential.

The number of quality management software packages available is huge. However, the functionality offered varies significantly. It is therefore particularly important for the care institution to consider the Request for Information that must be met.

In our previous blog we described the functional requirements that are generally included in the Request for information. In this blog we pay attention to the following components: 

• Background en experience supplier
• Support
• Training and education
• Implementation
• Technical necessities
• Integration

Background and experience supplier

Examine how much experience a supplier has developing quality and safety software. Also check if the software supplier has experience in the appropriate sector, the healthcare sector. When implementing software, knowledge of the market and the organizational culture has proven to be of great value.

Do you consider a foreign supplier? In this case it is wise to check if the supplier has a local consultant who knows the local market and the local laws and regulations

Support

Different care institutions may have different support needs. You should therefore check what type of assistance is provided by the software supplier.

• How is customer support organized?
• Is technical support for customers included?
• Is 24/7 support given in the event of critical impact on business processes or critical system errors?

Training and education

When purchasing software, it is important to check if training of the software administrators is included. Also, are there other user roles in need of training? 

• How does training and education take place and for whom will it be organized?
• For which user roles is training mandatory and for which is it optional?
• Is there a possibility for users to receive support after the training sessions and, if so, in which form?

Implementation

Many large-scale IT projects are very time-consuming and costly due to the implementation process. Therefore, check in advance how the supplier will carry out and monitor the implementation process. This may include for example:

• How does the supplier collaborate with us as a client and the project team? Does it involve active participation in the implementation process?
• Has a timescale been set for implementation so we know what to expect?
• Can we thoroughly test the software before it is delivered?
• Is a roadmap in place for full implementation of the system?

Technical necessities

It is important for the IT department to know how hosting of the software will be organized. Care institutions should therefore ask themselves the following:

• Is the system an on-premise (locally hosted or on location) or a SaaS solution (Software as a Service / Cloud-based)?
• How are the latest updates obtained? What will be the responsibility of our IT team and are there any costs involved?
• Where are the application and data hosted and stored?
• Are our data protected according to the latest security standards, including HIPPAA, HITRUST, ISO27001?
• What are the consequences / arrangements if the software is installed on-premise? Who is responsible for maintenance, performance issues and solving hardware problems? 

Integration

By integrating the software with other – already existing – systems the administrative burden may be reduced. This enhances acceptance of the software. Remember therefore to ask the following:

• Are connections possible for interaction with other systems?
• Which connection types are supported?
• Can specific interfaces or integrations be developed should integration be necessary?

Download the eBook: RFI Quality Management System

Do you want to learn more about how to write a Request for Information for a digital quality management system? Click here to download the eBook. You can use the eBook as a guide to write your own RFI/RFP. You can also use it to assess if TPSC Cloud™ may be a suitable system for your own organization.

Here you can read part 1 of this blog, which talks about workflows, reports and other components.