1. MEDICINES MANAGEMENT www.jac-pharmacy.co.uk Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd. JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc. The content of this document is confidential. Any unauthorised disclosure of this document is strictly prohibited. Copyright © 21 January 2008 of JAC Computer Service Ltd. All rights reserved. 1 Supplier support – what should be expected’ Business As Usual

2. MEDICINES MANAGEMENT www.jac-pharmacy.co.uk Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd. JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc. 2 Business as Usual - Definition The normal execution of standard functional operations within an organisation, particularly in contrast to a project or program which would introduce change (although that change may itself become business as usual).

3. MEDICINES MANAGEMENT www.jac-pharmacy.co.uk Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd. JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc. 3 When does Business as usual commence ? Contractually – Typically after final acceptance and end of any warranty period In a phased roll-out Business as usual commences for initial go-live areas whilst other areas are still in implementation (crossover period) Usually relates to the final stage after complete commissioning of the new service has taken place

4. MEDICINES MANAGEMENT www.jac-pharmacy.co.uk Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd. JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc. 4 Business as Usual - What can you expect from Suppliers May vary according to: –Type of Service – Managed service, Locally hosted –Type of Contract – LSP, Direct, PFI –Type of System – EPR vendors vs Interoperable vendors, specialist areas e.g. Chemo –SLA’s – Some Suppliers may offer varying levels of additional services –Budget – Types and levels of services Contracted (roll- out support, change management, post go-live account management etc.)

5. MEDICINES MANAGEMENT www.jac-pharmacy.co.uk Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd. JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc. 5 Business as Usual - What can you expect from Suppliers – The Basics 24x7 support – Does the Trust have this? Continual development and enhancement of the product with regular upgrades and updates (Drug and decision support updates) Compliance with Safety standards and National regulations Service reviews (SLA’s)

6. MEDICINES MANAGEMENT www.jac-pharmacy.co.uk Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd. JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc. 6 Business as usual – Other considerations Basic level plus: Account Management Reporting services/support On-going training – e-learning, Upgrades – Clinical Safety Case Report (ISB0129) – Trust ISB 0160? Technology refresh (if contracted) Change management and benefits realisation services (if contracted) – Trust responsibility Hardware support (if Contracted)

7. MEDICINES MANAGEMENT www.jac-pharmacy.co.uk Commercial in confidence. Copyright © 21 January 2008 of JAC Computer Services Ltd. JAC Computer Services Ltd is a wholly owned subsidiary of Mediware Inc. 7 Final note Remember – These are complex, real time mission critical and Trust wide systems which can have a direct impact on Patient Outcomes. As such Business as Usual must include an on- going commitment (and investment) by both the Trust and the Supplier to maintain, develop, upgrade and improve the systems and associated business processes. Monitoring, measuring and improving the service is an on-going feature of Business as usual