Proven Services and Support

The ARANZ Medical Service offerings enable our customers to improve their wound care practices and get the maximum benefit from their investment in our proven wound assessment and management system.

We pride ourselves on our ability to build and maintain excellent relationships with our customers on their journey to improving their wound assessment and information management practices.

Our services enable customers to move smoothly through each stage of this journey, from system definition and workflow process mapping, through to deployment, maintenance and information services.

Our Service Level Agreements provide customized service packages to meet the specific needs of each customer, ensuring that we are able to succeed together.

Project Management

Project Management

Our Project Management Services assist you to manage the scope, risks, costs and quality of your project at the implementation phase. The ARANZ Medical team works alongside both your Clinical and IT Teams to ensure appropriate resources are assigned and aligned correctly, as well as carefully managing the change for your users at implementation.

“The ARANZ Project Team were great during the start-up phase. They provided clear input when we were making decisions about how to implement the SilhouetteStar system for our trial and worked seamlessly with our CRO on technical integration.”

Anthony Bishop
Project Director, Factor Therapeutics, Queensland, Australia

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System Implementation

System Implementation

Silhouette is straight forward to set up, but the correct implementation is extremely important. Our Services team provides remote technical support to ensure that your system is configured to the workflow and IT needs of your users, as well as taking your IT security policies into account.

“The ARANZ Medical Services team worked together with the Trust to develop technical work flows to the Trust’s existing interfacing, which enable the automatic delivery of electronic reports to both Hospital Consultants and the patient’s GP. The ARANZ Medical Services team provided excellent communication and support to the challenges of implementing the Silhouette system across multiple care sectors.”

Tony Rowbottom
IT Project Manager, Derby Hospitals NHS Foundation Trust, Derby, UK.

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Technical Training

Technical Training

The ARANZ Medical Training team will tailor your technical training program to meet your needs and expectations with face-to-face, remote and online training options available. We understand that training is an ongoing process and our customers gain significant benefits from periodic refresher courses and from having access to online training materials when they need them.

“We opted for online training for some of our staff, and that worked well for us. Our users were trained to use the Silhouette system via WebEx presentations, and interactive video skills assessments. By combining the use of these technologies and quality content, our user community became highly competent in using the system after only two sessions.”

Richard Strozewski
Program Specialist/Master Preceptor, Louis Stokes Cleveland VA Medical Center, USA

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Clinical Training

Clinical Training

Our clinical development specialists work alongside your clinical leaders from the outset to understand and map your existing workflows. Once mapped, our specialists will identify workflow efficiencies that you could gain from Silhouette. The ARANZ Medical clinical specialist will then work with you to develop new workflows, and upon agreement we will undertake clinical training with all of your users.

“ARANZ Medical provided a high level of training to the PAREXEL team along with the site staff during our investigators meeting.

The team is now well prepared to use the SilhouetteStar technology in the clinical trial setting.”

Julie-Anne Pinkerton
Project Leader, Parexel International, New South Wales, Australia.

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Data Management

Data Management

Many of our clinical trial customers have specific curation requirements for their data capture and reporting needs. Our Data Management Service enables our customers to effectively meet their specific data requirements with ease. We also provide an image quality control service to review images as they are captured, giving our customers confidence in the integrity of their images.

“The ARANZ support team were clearly very experienced at technical guidance and at assistance for clinical trials, and were easily able to solve technical issues we had in our study. This support service saved us a lot of time and effort and we were able to easily support the users in a timely manner, and with minimal delay or inconvenience.”

Dr. Yael Katz-Levy
Clinical Project Manager, Mediwound, Israel

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Service Desk

Service Desk

Our Service Desk provides you with access to a real person to call and talk to if you have questions. See the following tables for details of this service offering to help you decide the level of support that best meets your needs.

“The phone support team are very helpful. Just knowing that any of my woundcare team can pick up the phone and call ARANZ if they need to is reassuring.”

Matthew Callahan
Service Manager, Capital and Coast District Health Board, Paraparaumu, New Zealand

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Silhouette Support for Clinical Research

Our clinical research customers can choose from two levels of support – Enhanced and Premium – as outlined below.

 

Silhouette Support

Enhanced (Minimum)

Silhouette Support

Premium

Level 1 Support Sponsor/CRO Support for approved site contacts
Level 2 Support ARANZ Medical ARANZ Medical
Priority 1 Respond/Restore 6hrs/12hrs 4hrs/8hrs
Service Desk Hours

8 hours x 5 days

Monday to Friday

(Email and phone)

Client time zone

24 hours x 5 days

Monday to Friday

(Email and phone)

US Pacific time zone

Software Updates Provided Tick Tick
Software Upgrade Support Tick Tick
Remote Preventative Maintenance X Tick
Data Curatorial Services Quote on request ARANZ Medical (5 per month)
Data Transfer Services ARANZ Medical (Monthly) ARANZ Medical (Monthly)
Data Monitoring Quote on request Quote on request

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Silhouette Support for Clinical Practice

Our clinical practice customers are able to choose from three different support levels – Standard, Enhanced or Premium – as outlined below.

 

Silhouette Support

Standard (Minimum)

Silhouette Support

Enhanced

Silhouette Support

Premium

Level 1 Support Customer IT or lead user Customer IT or lead user Support for approved users
Level 2 Support ARANZ Medical ARANZ Medical ARANZ Medical
Priority 1 Respond/Restore Reasonable efforts 6hrs/12hrs 4hrs/8hrs
Service Desk Hours

8 hours x 5 days

Monday to Friday

(Email and phone)

NZ time zone

8 hours x 5 days

Monday to Friday

(Email and phone)

Client time zone

24 hours x 5 days

Monday to Friday

(Email and phone)

US Pacific time zone

Software Updates Provided Tick Tick Tick
Software Upgrade Support Reasonable efforts Tick Tick
Remote Remedial Maintenance X X Tick
Data Reporting Quote on request Quote on request 1 predefined report per month
Data Monitoring X Quote on request Quote on request

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Release Notes

Latest Release Notes – Silhouette 3.17

  • Improved synchronization speed, with SilhouetteCentral synchronization process steps now being:
    • delayed to occur after SilhouetteConnect has downloaded a new database.
    • optimized to reduce their workload when faced with SilhouetteConnect databases containing a large number of patients.
  • Database Export integration feature no longer creates an Audit Log record indicating patient data has been exported, bringing the feature in line with other automated export integration behavior, i.e. HL7, DICOM and email.
  • PDF and Image exported from Silhouette can now use a system administrator defined filename convention when the “use anonymous filenames” organizational setting has been disabled.

Previous Release Notes

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Looking for more information?

Access our online learning portal, talk to customer support or download our services brochure.

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