heartbase® is relationship-driven and prides itself on its comprehensive and personalized support, as our users can testify. Our solutions are 100% vendor-supported, meaning routine technical support, version upgrades, maintenance, training in database operation, and standard report writing are included with purchase.
Our US-Based Support staff is accessible by phone, email, or through our online support ticket system, and provides timely and effective solutions to client requests. From assistance during a rapidly approaching data deadline, to educational sessions or customization, our support staff will be at your side every step of the way.
- heartbeat – our monthly newsletter
- heartbase Annual Virtual User Conference – often with presentations led by heartbase users!
- Monthly online training classes on a variety of topics, including but not limited to General Data Entry, General Auditing/Harvesting, General Reporting, Lesion Complexity Analysis, DQR Analysis, AdHoc Reporting, Executive Summary Analysis
- The hbKnowledgebase, our online training platform, where users can access presentation recordings, sign up for classes, and access resource documents.
- Monthly Notices on upcoming harvest deadlines and device updates
Heartbase offers data abstraction and submission services through our partners Cardiac Registry Support (CRS) and Carta Healthcare. Heartbase clients can contract directly with these partners or access these services through the heartbase agreement.
Heartbase support is available between 7 am to 7 pm CT. Elite Service Packages are available for sites requesting extended support hours. Users have three primary means for contacting heartbase customer support:
- Heartbase Support Line: A heartbase representative will answer your call and route your request to the available support team member best suited to answer your request.
- Email Requests: Upon receipt of your email, a support ticket will be created, and a heartbase team member will be assigned to assist you.
- hbKnowledgebase: In addition to the learning resources available on the hbKnowledgebase learning portal, users can also submit and track support requests directly through the hbKnowledgebase.
Robust training is included with all heartbase services. During the project’s go-live, users will receive private, hospital-specific training tailored to the specific registries and services included in the implementation.
After go-live, ongoing training is included without additional cost. Each month, heartbase hosts several educational webinars for heartbase users. Four of these webinars are dedicated to the standard user functionality of heartbase hbCOR (Data Entry & Navigation, Audit & Harvest, and Reporting) and hbAnalytics. These standard sessions can be used to train new users or as refreshers for existing users. The remaining monthly sessions are dedicated to special topics like previews of registry updates, new heartbase functionality, specialty report training, or registry-specific case studies. These webinars and any webinars from heartbase partner groups are available to all heartbase users as part of the support agreement without any additional charge.
All heartbase clients have access to the hbKnowledgebase, an online learning platform where users can sign up for classes, view presentation recordings, watch instructional videos, and access key resource documents such as training manuals, presentation slide decks, and an archive of our monthly newsletter.
Yes. Heartbase takes great pride in being one of the first vendors to certify with each new registry version and actively adapts to future revision changes as they are released.
Major “version” updates typically occur every 2-4 years per registry. Once heartbase receives the vendor specification for the updated version, the development and certification process generally takes between 4-6 weeks. Once certification is complete, heartbase installs the update and provides user training covering the specific registry changes. Typically this is performed 1-2 weeks before the go-live of the new registry version.
The national registries periodically release minor changes, such as the ACC-NCDR CathPCI COVID-19 Auxillary Fields. These changes are usually applied to the client’s system within 2-3 weeks of the specification’s release.
Yes. Heartbase has worked with most national registries since their inception, ensuring that we can provide data migration for all historic versions throughout that registry’s history.
Heartbase will work with your hospital staff on all data migrations to ensure that the data is compatible with the heartbase database. Most commonly, data migrations are required when migrating data from a previous vendor software; however, we can also migrate custom datasets and registries
Data migrations are tracked by the heartbase Project Manager using the project tracking tool, Mavenlink. Users from the facility will have access to this tool and be assigned their appropriate validation tasks.