Sunquest Lab

This system is used for ordering patient lab tests and receiving results at the various health centers. The system interfaces with Cerner and it’s mainly access via a Cerner application. This application is administered and supported by the Public Health Laboratory IT unit. Tickets that are created via email should be re-assigned to the PHLab Support.

Sunquest Laboratory automates and drives the entire workflow of the clinical lab, streamlining processes to decrease specimen handiling time, increase productivity and implove turnaround time.

PH Lab Support

• Donnald Dunn (562) 922-0297
• Gregory Russo (562) 658-9306
• Jeffrey Antig (562) 658-1376
• Nicole Green (562) 658-1352
• Tony Argueta (562) 658-1348
• Wesley Tokushige (562) 658-1330

DPH users from various groups and programs throughout the department get access to the Sunquest Lab system as needed and requested by the manager or supervisor in charge of the group.

PH Lab Support

• Donnald Dunn (562) 922-0297
• Gregory Russo (562) 658-9306
• Jeffrey Antig (562) 658-1376
• Nicole Green (562) 658-1352
• Tony Argueta (562) 658-1348
• Wesley Tokushige (562) 658-1330

• Connectivity within the County intranet for system users
• Connectivity to the WAN

Service Desk/Incident Management

• User: Users that cannot access Sunquest Lab will initiate an Enterprise Help Desk service ticket.
• Tier 1 - PHIS Help Desk Remote Access: PHIS Help Desk tries to resolve service ticket remotely. If unsuccessful, proceed to Tier 2
• Tier 2 – PHLab Support: PHIS Help Desk will refer the ticket to PHLab Support and  troubleshoot the issue. If successful, technician works with user to resolve service ticket. If ticket cannot be resolved, proceed to Tier 3
• Tier 3 – PHLab System Administrators: PHLab Support will work with the PHLab System Administrators to resolve any accounts related issues and notify PHLab Support.
• Tier 4 – PHLab Support: PHLab Support will resolve the service ticket.

By each DPH Facility’s IS Department:

• Network connectivity and response time
• Resolving local PC issues

By ISD:

• Network connectivity and response time

By PHIS System Administrators:

• Maintaining and upgrading three environments (Production, Staging, and Training)
• Maintaining and upgrading interfaces with Sunquest Lab
• Sunquest Lab System bugs and issues impacting functionality
• Keeping system documentation (user and training manuals) current with version releases

By PHIS Help Desk:

• Trouble shooting network connectivity and response time
• Triaging Service Request

End users of this service include:

• DPH Health Service Staff

Mission-critical

• Sunquest Lab tickets should be classified under the  priority of Normal except where indicated.
• Poor system performance will impact the need to efficiently provide services performed by Health Service Staff

Version 10.6

• 5/04/2018 This release of Sunquest Lab is the Atech version.

Business hours for service support:

• Service Desk/Incident Management: 7:30-5:00, Mon-Fri
• Problem Management: 7:30-5:00, Mon-Fri

Assistance is available by the end user creating a service ticket with the Enterprise Help Desk.

 Metrics for success

• Incident Management:
  

  Priority	Initial Response	Follow-Ups	Resolution
  Immediate	10 mins.	30 mins.	1 hour
  High	30 mins.	1 hour	4 hours
  Normal	1 hour	3 hours	8 hours
  Planned	1 day	2 days	4 days

• User satisfaction: 95% positive
• Problem Management: Reduction in time to close issues.
• Change Management: Minimize downtime for system version upgrades and reduction in number of unplanned changes.
• Performance Management: reduction in number of unplanned downtime activity and reduction in number of intranet connectivity problems.

System available 24 hours 7 days.     

Downtime for system upgrades: To minimize impact for Sunquest Lab users which run from 7:30 am – 5:00 pm, PHIS System Administrators conducts system upgrades after hours.  PHIS System Administrators notifies all the impacted parties ASAP.

Changes to this service are subject to approval of the Chief Information Officer, CTO and the PHLab Director.