Support and Training
If you are a current Mediware client and would like to request support or training services, please visit our client site.
To access TeamTrack to submit a HomecareNet question, or to track an existing item, please click here.
Mediware provides comprehensive training for all our products and services. Training can be performed in person at the customer location or at Mediware offices in Cranston, Rhode Island.
Standard Training is offered for system implementers as well as end users at the customer site. Training can be customized for each organization's unique needs. Ongoing training is available online. Users login to view a live training session with ample opportunity for questions. Online training sessions are one or two hours and require pre-registration. In addition to the standard training sessions that are included as part of an implementation, Mediware offers training services to ensure a smooth transition to HomecareNet for your organization. Online training is also great for organizations already using our software to utilize in getting new personnel up to speed.
Curriculum and Format
Rather than teaching menus or modules, the HomecareNet training curriculum is designed around scenarios. A scenario is a task or activity performed with the software. Every training session is a series of scenarios with practice exercises and procedures outlined in a step-by-step "quick tips" section.
During the training, the instructor performs the scenario on a projector or during the web-based seminar as students watch. Immediately afterwards, the students perform the same scenario to get hands-on practice working in the system with the trainer's help if necessary.
An advantage to the scenario-based curriculum is its flexibility. Part of planning each customer's training agenda is defining the scenarios and practice exercises that are relevant to specific members of the staff to leverage the time they spend in training.
Mediware's Customer Support Center services home care organizations nationwide. As a customer, your account is assigned its own primary and back-up Support Analyst at the beginning of your software implementation process. This philosophy ensures that our staff is well-versed with your unique requirements and that you have a smooth transition from the implementation phase to on-going support.
Inquiries to Mediware's Customer Support Center may be submitted online or by phone or e-mail, and all are logged and monitored with a state-of-the-art automated call tracking system. We practice continuous quality improvement by providing on-going training for our support staff. Further, we conduct an in-house support certification program that evaluates the skills of our Support Analysts as they move into the next service level.
Standard support contracts provide telephone consultation to resolve software-related issues, as well as the following:
- Mediware tip sheets are available for selected application functions
- A subscription to the HAI listserv, a forum for clients to gather best practice information from other users of HomecareNet
- Our newsletter includes updates on software release dates, enhancements, new product information, and industry developments
- Off-hour, weekend, and holiday Emergency call support
- Hardware/network support
- Assistance to resolve user errors
- Data Recovery
- Database clean-up
For More Information
Call us at (800) 738-8850 to find out about HomecareNet’s fully integrated solutions for home infusion, HME and home healthcare, specialty pharmacy and hospice providers.