Company Overview

CARETECH SOLUTIONS

Our Company

• Healthcare company focused

on information technology (IT)

• Formed in 1998

• Privately held – HTC Global

• Headquartered in Troy, Mich.

• 1,400+ employees

• Business in more than 250

hospitals

• Operations in 37 states; and

District of Columbia

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Our Parent Company

SEI-CMM Level 5 ISO 9001:2008 ISO 27001:2005

• HTC is a leading global provider of

IT and IT- Enabled Solutions

• Founded in 1990

• Global Headquarters in Troy, MI

• Global Delivery Centers Chennai, India

Hyderabad, India

Troy, MI, USA

Kuala Lumpur, Malaysia

Penang, Malaysia

• Minority Business Enterprise

National Recognition

3

38 clients named in 2014!

Service excellence

drives clinician

satisfaction, which

is a key competitive

differentiator and

revenue driver for

provider organizations7 years

Extensive IT Outsourcing:

2014, 2013, 2011, 2010, 2009,

2008

Partial IT Outsourcing: 2013,

2012

Our Clients

Our Healthcare Provider Clients

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140 Healthcare Clients

276 Hospitals

37 States + District of Columbia

3 Owned Data Centers

34 Managed Data Centers

Why Customers Choose CareTech?Great Service

Graphics from - Performance Report June 2015 – “IT Outsourcing 2015 Strategic Partnering

Boosts Operational Benefits”

6

• KLAS has ranked CareTech #1 in Extensive (Full

Outsourcing) IT Outsourcing based on Customer

Surveys

Monitoring

Offshore Service Desk

Our Service Offerings

Data Center

Services

Monitoring Managed

Services

Service DeskRecovery

Services

Cabling

Legacy Decommissioning

and Document Management

Application

Support

Web Products,

Services, Board

Portal

Offshore Monitoring Services

Mobile App Dev. & Support Services

HTC Extended Service Options

Development & Support Services

Analytics

IT Outsourcing

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IT Monitoring

Healthcare

Provider

Data Center Hosting and Recovery Services

Service Desk• Clinical Support

• IT Support

• Patient Portal

Managed

Services

Stakeholders• Patients

• Clinicians

• Rehab

• LTC

Vendor

Management

Ap

pli

ca

tio

n

Se

rvic

es

Infr

as

tru

ctu

re S

erv

ice

s

Offsite data replication of

backup

Restoration of customer data

Disaster recovery

Data (EMR)

Feedback

Interface

Application Support

System selection services

Project management

Technical consulting

Training and support

Somerset Troy

IT

EMR

Colocation and shared

infrastructure

Redundant entries and full

replication capability

Reliable access to data and

resources

System Selection

Compatibility

Version Upgrades

Service Desk

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Hospital Clinicians & Users

Hospital

EMR support call

Patient Portal

Clinical and business application support

Support “go-live” for upgrades and new

clinical implementations

Session troubleshooting, password

resets, vendor communication, patient

portal troubleshooting, accounts

creation, etc.

EMR

MainPhysician

Office

Outpatient

CareRehab

Long-Term Care

Web ticket

Email ticket

Toll free number

FY15A(1)

Industry

Average(2)

Number of calls answered per

agent annually7,200 6,439

First call resolution rate 73.1% 64.1%

Abandonment rate 3.64% 7.8%

Speed to answer (seconds) 25 46

Customer Satisfaction Rating 92.7% N/A

Key Performance Indicators

End User

Application/

Delivery

Systems Expertise

Patient

Portal

(1) Data is representative actuals January 2015 – June 2015; based on 1,012,760 contacts taken.

(2) Gartner Forecast: IT Key Metrics Data 2015: Key Infrastructure Measures: IT Service Desk Analysis: Current Year. – Published December 15, 2014

Supporting

Performance Monitoring (PULSE)

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Root Cause Indicators

Service Description

Alert

Status Device Application Network Content Summary (Last 6 hrs)

[+] EmergencyActivity: Enter Start Order

4.83 sec Time

98.9% Availability

[+] AdmittingActivity: Admit Patient

1.83 sec Time

98.9% Availability

[+] EMR

Activity: Open Patient Chart

9.83 sec Time

47.9% Availability

[+] PharmacyActivity: Enter Medication

Order

7.02 sec Time

1487 Users

[+] RadiologyActivity: Schedule MRI Exam

3.60 sec Time

99.9% Availability

[+] Laboratory

Activity: Display Results

2.10 sec Time

326 Users

• Real-time performance data

• Proactive identification of potential issues

• Minimization of critical IT failures and

optimization of clinical compliance /

performance and staff satisfaction

Hospital

PULSE

Monitoring

Service Desk

End-to-end solution with 24x7 remote

monitoring of hospital applications

and infrastructure

Actively “mining the yellows” before

they turn “red”

Robotically monitors applications and

infrastructure and dispatches a fix

before a problem is manifested or

noticed

Utilize Best of Breed Tools

Metric Key Statistics

Number of Elements Monitored 35,000

Number of Physical Locations

Monitored29

Daily Alerts 2,100

Number of Daily Alerts Escalated

(High Priority)500

Number of Robots deployed 40+

Data and Document Management

Data CenterSomerset Troy

EMR Database

Physicians PatientsNurses

Conversion of

paper / existing

electronic medical

and business files

into one central

data base

Legacy system

decommissioning

ERM recovery

repository

Endorsed by the AHA

Customizable, SaaS platform

Comprehensive data back-up

and disaster recovery

compliant with HIPAAEMR

End User

Application/

DeliveryCertified by ICSA Labs, an Office

of the National Coordinator-

Authorized Certification body

(ONC-ACB) and is compliant in

accordance with applicable criteria

adopted by the Secretary of Health

and Human Services (HHS).

250+ Million documents stored

60+ Million records stored

Over 22,000 Active Users

150 Interfaces monitored and

managed daily

Key Statistics

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www.caretech.com

Overview of CareTech’s Services

• Data Center Services

• IT Monitoring Services

• Managed Services

• Service Desk

• Disaster Recovery

• Web Products and Services

• Board Portal

• Legacy Decommissioning and Document Management

• Cabling

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Protect your hospital’s critical data and meet

regulatory compliance requirements with a

data center solution focused on robust

operational procedures, security and

controls.

Our hospital data centers are American Hospital Association

endorsed, fully HIPAA-compliant and audited annually against SSAE-

16 SOC 2 standards.

SSAE-16 SOC 2 Type 2 compliant data centers more closely align

with internal hospital audit processes and improve the technical

standards for reporting on your service providers

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Data Center Services

CASE STUDY

Recovery Services

CareTech Solutions offers a full suite of disaster recovery services to

help you meet your hospital's recovery objectives. Our expert teams

bring the business and technical knowledge needed to architect and

implement a flexible, reliable and cost-effective disaster recovery

solution to ensure your data is available following any type of

disaster.

• Disaster recovery assessment services

• Disaster recovery plan development services

• Storage replication services

• Hot site recovery center services

• Disaster recovery testing services

Your challenge is to protect your hospital's

data and ensure the security and integrity

of patient information. In a disaster,

whether natural or man-made, your

hospital can't afford unavailable or lost

data. We can help you reduce the risk

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CASE STUDY

IT Monitoring Services

CareTech’s Pulse™ IT Monitoring was

designed and built to support healthcare IT.

With Pulse, the remote, on-shore integrated

monitoring service designed and built

exclusively to support healthcare IT, you

can measure and maximize performance

and availability better than ever before.

Peace of mind for you. A more consistent

experience for your users.

• 24x7x365 remote on-shore monitoring and event correlation by

expert healthcare IT analysts

• All major clinical and business systems supported - both client and

remote hosted systems

• Best-in-class incident event management processes

• Highest level of data security

• Real-time and trending data on dashboards and online reports

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CASE STUDY

Managed Services

IT Business Consulting

CareTech Solutions' strategic IT

advisors have extensive healthcare IT

business and technical experience to

help you deliver innovation, improve

performance and reduce risk while

establishing a more effective and

efficient IT organization.

• IT assessment and strategic IT

planning

• CPOE assessments

• Meaningful Use consultation

• System selection

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Managed Services (cont’d.)

Information Security and Risk Assessment

CareTech Solutions can help you develop an effective information security

program and comply with the requirements of the HIPAA security rule. A

critical step to effective information security and HIPAA compliance is an

information security risk assessment. Our comprehensive risk assessment

evaluates the following areas of risk to the confidentiality, integrity and

availability of electronic protected health information and other sensitive

and critical information.

• HIPAA security compliance

• Employee workflow and

business practices

• Physical security

• Policies and procedures

• Workforce training

• IT staff practices

• Vulnerabilities in systems and

technology including:

– Networks (including

wireless)

– Servers

– Workstations

– Web applications

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Managed Services (cont’d.)

IT Technical Consulting

Services

CareTech Solutions' technical

consulting offers a broad portfolio of

technical services to help plan,

design, implement and operate

healthcare IT infrastructure solutions

that assist in meeting your technology

goals.

Whether you're selecting or designing

new technology, redesigning or

migrating existing technology, or have

interoperability challenges, you'll get

cost-effective access to experienced

and talented IT resources you need

to get the job done.

• Network management

• Storage

• Application delivery

• Application integration

• System integration

• Security management

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Service Desk

Our trained and certified Service

Desk professionals bring a vital

understanding of physicians’

needs. Your clinicians will get fast

answers and the remote hands-on

assistance they need – day or

night – so they can quickly return

to patient care.

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Service Desk Advanced Features:

• Specialized physician support

• Clinical and business application support

• Remote integrated monitoring

• Knowledge Management

• Metrics and reporting analysis

• Comprehensive Implementation

Web Products and Services

CareTech’s sophisticated, yet

affordable content management

system, CareWorks™, will help

you to improve customer

satisfaction, increase market

share, and improve productivity.

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Whether you need a new website or are looking for strategies

to enhance your existing site, our healthcare-focused Web

experts can guide you through the maze. Possessing deep

knowledge and industry best practices, we'll work with you to

meet your objectives, timelines and budget.

Board Portal

Because BoardNet has role-

based security, only content and

information that a user has rights

to view is displayed. All content is

protected by encryption and

authentication. Whether hosted in

your hospital data center or

CareTech Solutions' AHA-

endorsed data centers, you'll also

have access to 24x7x365 help

desk support.

BoardNet™ is a secure, Web-

based portal application that

combines content management,

document management, and

collaborative portal tools into one

easy-to-use solution for hospital

boards and committees.

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BoardNet Features:

- Meeting

Management

- Board Packet

Generator

- Surveys

- Document Library

- Administrative Tools

- Announcements

- Calendar and

Events

- Member Directory

- Link List

- Forum

- Keyword

Search

- My Profile/My

Files

- News

- Usage History

Legacy Decommissioning and Document Management

With iDoc, all features and functionality are in one

complete solution:

• Imaging and document capture – handle all types of

documents and data with ease

• Document management – manage documents quickly and

efficiently

• Workflow functionality – assign and execute business

processes

iDoc™

A hosted solution, which interfaces

with all major business and clinical

systems to transform your paper

and existing electronic medical

and business files into one central

data repository that can be

searched, retrieved, shared and

edited on the fly.

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Legacy Decommissioning and Document Management (cont’d.)

iDoc Archive’s advanced capabilities:• Read-only Web-based access

• Intuitive UI tools and functionality (search, print,

fax, email and export)

• Client-configurable permission sets

• Client-configurable folder and document

organization

• Full audit trail reporting

• Unlimited permission sets for specific

access/viewing

• Integration with other clinical and ERP systems

• Auto authentication using AD network accounts

iDoc Archive

This data management platform

preserves and consolidates all

critical electronic records and data

into a secure and globally

accessible archive.

Multiple data sources can be

consolidated within a single

platform for easy and intuitive

management. Migrating and/or

converting generated report data,

documentation files and image-

based files is safe and effective

using iDoc.

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Cabling

The CableCare team has the expertise and experience to

handle even the most complex voice, wireless, data and fiber

optic cable installation.

CareTech Solutions’ CableCare team

have a full range of structured

cabling services. Our professional

teams can design and install

solutions for the most advanced

high-speed communications

available.

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• Certified installers average 10 years of experience

• Management has 25+ years of experience

designing complex structured cabling

infrastructures

• Installations are compliant with TIA/EIA, IEEE and

NEC building codes and standards

Comprehensive, Integrated Suite of Services

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www.caretech.com