Developing an end-to-end partnership to ensure your success.

 

We enable our customers to improve their wound and skin care practices while maximizing the benefits they get from their investment in Silhouette. 

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.

Through detailed project management and clear communication, our team will assist you to manage the scope, risks, costs, and quality of your project from beginning to end. 

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

Plan

We map your processes, assess your needs, identify workflow efficiencies, and develop a plan to deliver Silhouette in your timeframes.

“The ARANZ Medical Services team worked together with the Trust to develop technical workflows 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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System Implementation

Configure

We integrate and configure Silhouette with your system and workflows.

“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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Clinical Training

Train

We tailor your technical and clinical training program to meet your users’ workflows, needs, and expectations.

“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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Service Desk

Support

We provide data curation and management services for clinical trials as well as 24×7 global service desk support for any onsite issues.

“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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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 4.5

  • Silhouette data administration now has these new tools: Delete Patient, Delete Wound, Delete Assessment, Move Image, Move Assessment.
  • SilhouetteCentral to SilhouetteConnect Synchronization improvements.
  • Improved web app memory performance when viewing patient and wound timelines.

Previous v4 Release Notes

Latest Release Notes – Silhouette 3.21

  • Silhouette now has an option in SilhouetteLink to return success for selected HL7 messages.
  • Improved LDAP error handling.
  • Updated SilhouetteStar v1.6 software.
  • Updated CTEULA – effective 1 January 2018.
  • Prevents the creation of phantom users when synchronizing SilhouetteConnect.

Previous v3 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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Our Partners

Microsoft NC BioSciences Entec Health TED