Friday, 5:40 p.m. The last patient is waiting for her prescription. The PVS shows a database error. The MFA is trying to restart. The server takes eight minutes and the software no longer connects to the database. The prescription is handwritten.

On Monday, it turns out that the backup has been failing for six weeks.

That is not a constructed example.

Why IT is different in medical practices

PVS, TI connector, KIM, medical devices with proprietary interfaces. Everything is connected, and when one element fails, it often pulls others along with it. Connector firmware updates are not coming soon. KIM Services shut down after a certificate change, without an error message. The PVS boots but no longer connects cleanly to the database.

PVS is always the first thing people talk about, but rarely the actual problem. medatixx, for example, runs on a Firebird database that is sensitive to abrupt server restarts. If the server is turned off hard because “it hangs,” the database can become corrupt. It's not a software bug. This is an infrastructure problem: missing UPS, no clean shutdown process, no monitoring that checks the status of the database.

With CGM M1 PRO, we see different patterns. The software requires specific SQL server configurations. When an IT service provider who does not know the system installs a Windows update that changes SQL compatibility, the practice is on Monday morning. We've seen this happen three times in the last two years.

Then the telematics infrastructure. The connector is a device that most practice teams only know as a flashing box. If the KIM service no longer starts after a firmware update, the MFA does not know what to do. The PVS manufacturer says: It's up to the connector. The connector manufacturer says: It's on the network. The Internet provider says: Everything is green here. Three parties, no solution. That is the moment when an IT service provider that knows all three levels makes the difference.

And then there are the things that no one has on their screen. A TI certificate that expires in four weeks and is not renewed in time. A firewall whose license has expired and has not received any signature updates for three months. A WLAN password that hasn't been changed since the practice was founded and is stuck on a post-it at the front desk.

What we do

Servers, networks, firewalls, WiFi, telematics infrastructure, backup. The manufacturer manages the practice software itself and we manage everything it runs on. We are familiar enough with Medatixx, CGM M1 PRO, x.isynet and other systems to not have to wait for manufacturer support in case of interface problems.

Our monitoring systems run continuously. We notice a backup that is standing still after 24 hours. Not after six weeks.

How to get started

During an on-site inventory, we record all important information: network, server, TI, PVS environment, backup, security concept. The result is a tangible overview, which serves as blueprint for all future support and a realistic offer.

This is followed by ongoing support with permanent contacts who know the practice and do not have to be explained anew how the network is structured every time a call is made.

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FAQ

Our PVS runs slowly. Is this due to software or IT? Usually an IT problem: too little memory, an overloaded database or a network with bottlenecks. We'll look into it and tell you where the problem is.

We already have an IT service provider, but they don't know our PVS. That is precisely the most common problem. An IT service provider who can use Windows servers but doesn't know that medatixx is running on Firebird will be baffled when it comes to database problems. We know the common PVS systems from our daily work.

How much does IT support cost for a medical practice in Berlin? Depending on size and complexity, smaller practices get by with less than 1000€; for larger MVZs, the costs quickly exceed 5000€. We work with hourly quotas, not with flat rates per workplace. Many competitors offer prices between 100-150€/hour. An initial on-site consultation is free of charge.

Can we obtain Microsoft licenses and security software via DaPhi? Yes Microsoft 365, endpoint protection and backup solutions. We are one provider with one invoice and timely renewal.

How is the transition to TI 2.0 going? In the long term, the connector will be replaced by a software-based solution. The changeover requires preparation. We support the entire process.

What are the IT security requirements for medical practices in accordance with §75b SGB V? The KBV Directive defines minimum requirements for firewalls, virus protection, access control, backup and documentation. We implement the technical measures and document them.

How do I find an IT system house that is familiar with practice IT? Ask for specific references in healthcare. Ask which PVS systems the service provider is familiar with. And ask if he knows what a TI connector is. If he needs to look it up, he's the wrong guy.

Photo by Pixabay and Tima Miroshnichenko