LigoLab RFI - Laboratory Solution

	A	B	C
1	Request For Information - Laboratory Solution Updated 10/2023 General Information
2
3
4
5	* Submission
6	#	Question	Notes
7	*.1	Deadline (date)
8	*.2	Recipient (name, email / mailing address)	Name: E-mail: Address: Phone:
9	1. Company Information
10	1.1	Company Name	LigoLab, LLC.
11	1.2	Address	500 N Central Ave. Ste 250, Glendale, CA, 91203
12	1.3	Website	https://www.ligolab.com/
13	1.4	Contact Information	Suren Avunjian - (818) 395-4659
14	2. Background
15	2.1	Brief History
16	2.2	Key Achievements
17	3. Licensing
18	3.1	Licensing Models
19	3.2	Pricing structure	upfront, transactional, risk based
20	4.3	Other costs	implementation, training, custom dev hourly, supplemental data import, on-site visit, monthly minimum in 90 days
21	5. Implementation and Support
22	5.1	When conducting an implementation, does your team follow a defined, systematic methodology? For instance, do you employ a structured approach similar to the Software Development Life Cycle (SDLC), the Agile methodology or any other industry-recognized framework that ensures effective delivery and successful project completion?	We employ a variant of the Software Development Life Cycle (SDLC) model in our implementations. It is renowned for its thoroughness and high success rate, as its phases closely parallel those inherent in the implementation of software solutions. This model encompasses stages such as requirements gathering, system design, thorough testing, and deploymnt, thereby ensuring a systematic, well-structured and efficient approach to the successful implementation of our existing Laboratory Information System (LIS) for new clients.
23	5.2	What kind of training and support does your company provide to ensure a smooth transition and effective implementation of your software, particularly during the critical go-live phase? Does your training program utilize various teaching methods to cater to different learning styles and ensure comprehensive understanding of your system?	We provide an extensive training program as part of our implementation process, facilitated by our expert implementation specialists. This program is comprehensive, utilizing a wide range of teaching methods such as instructional videos, in-depth documentation, illustrative screenshots, and more to ensure a clear and complete understanding of our system. As we value the importance of hands-on experience and face-to-face instruction, we also offer an optional on-site visit during the critical go-live week. This personalized, on-the-ground support is designed to assist your team in transitioning smoothly, addressing any last-minute issues and ensuring a successful launch.
24	5.3	Could you explain the kind of support services you offer to handle technical issues, as well as any assistance you provide for developing new workflows tailored to unique needs? What are the hours of your live support, and do you offer any after-hours emergency support? Additionally, do you provide any self-help resources such as a user guide that can be used as a continuous learning tool?	We provide you with access to our team of highly proficient support engineers who are not only adept at resolving technical issues but are also skilled in conceptualizing and designing new workflows tailored to your specific needs. We offer live support between the hours of 6AM-6PM PT, however we understand that emergencies may not adhere to the typical 9-5 schedule, therefore we offer a round-the-clock emergency hotline, ensuring that assistance is available whenever you need it. Furthermore, we have developed a comprehensive online help guide that serves as a resourceful tool for our clients. This self-help repository is continually updated with new information and solutions, allowing you to troubleshoot common issues and gain better insights into using our software more effectively.
25	5.4	What approach do you take to disaster recovery planning for your clients? Are these strategies customized to fit individual client needs, and how comprehensive are they in terms of outlining responsibilities and procedures?	Every customer we partner with receives a tailored disaster recovery plan. We take time to understand the unique aspects of each client's operations and incorporate those details into a comprehensive contingency strategy. This plan outlines all responsibilities, procedures, and steps necessary to ensure swift and effective recovery in the event of unforeseen circumstances or disruptions. Our focus is not just to provide a plan, but to equip each client with the knowledge and tools required to minimize downtime and maintain business continuity. This way, we help safeguard the integrity of your data and the continuity of your operations, giving you the confidence and peace of mind to focus on your core business activities.
26	6. System Environments & Updates
27	6.1	Can you describe the system environments you provide for your Laboratory Information System (LIS)? How do these environments function, and how can they assist us in managing our daily operations, facilitating training, and exploring new features? Furthermore, can they help us in providing feedback and influencing future improvements of the system?	Our company provides a tri-fold environment setup for your Laboratory Information System (LIS), which includes Production (Prod), Training (Train), and Testing (Test) environments. The Production environment is the live system where your day-to-day laboratory operations take place. It's a stable, reliable platform designed to meet your operational needs with maximum uptime. The Training environment, mirroring the Production environment, incorporates adjustments based on user feedback or minor enhancements for feature oversight. This setup is designed to provide your team with a realistic yet secure platform for training purposes, allowing them to familiarize themselves with new features or workflow adjustments without impacting the live system. It ensures that your team stays adept at handling the system while staying up-to-date with its newest iterations. The Test environment, on the other hand, serves as your window into our latest innovations. It hosts the most recent version of the software, allowing you to explore our newest features and improvements. This environment gives you a glimpse into the future of your LIS, and provides an opportunity for you to provide feedback on these enhancements before they are rolled out to the Production environment. In essence, these three environments work in tandem to ensure smooth operations, effective training, and continuous improvement, while enabling you to have a direct impact on the evolution of the system.
28	6.2	What approach does your team adopt for conducting system upgrades and updates? Can we have control over the timing of these procedures to limit disruption? Also, in the unlikely event of complications, how does your team address and prioritize them to ensure the continuous functioning of our laboratory operations?	We go the extra mile to align our update process with your convenience. You have the power to schedule updates at a time that suits your workflow best, whether it's during a quiet period or outside of normal working hours. This flexibility ensures that your core laboratory operations are unaffected, and system upgrades are as seamless as possible. Furthermore, we understand that new updates, while designed to improve your experience, may occasionally cause unforeseen issues. To address this, we prioritize support for any complications that arise from these updates. Our dedicated support team is always on standby, ready to respond promptly and effectively to your needs. We work tirelessly to resolve any potential issues, ensuring that your LIS continues to perform optimally and your laboratory functions continue undisturbed. Your satisfaction and the smooth operation of your lab are our topmost priorities.
29	7. Integrations
30	7.1	Can you provide details on your system's integration capabilities with known platforms, customized EMR/EHR systems, and laboratory instruments? What is the expected timeframe for completing these integrations?	Our system is readily equipped to connect with major integration platforms, including the likes of LifePoint, Athena, and Ellkay, offering you out-of-the-box integrations that simplify setup and streamline operations. Recognizing the diverse needs of our clients, we also offer tailored integrations for specific Electronic Medical Records (EMRs) or Electronic Health Records (EHRs). With a specialized in-house team, we can craft custom integrations that ensure a seamless transition of data between your chosen systems. Moreover, our experience extends well beyond software interfaces. We have successfully integrated with hundreds of laboratory instruments over the years. Whether you're using common models or more specialized equipment, it's highly probable that we've already interfaced with identical or similar instruments. This extensive experience positions us to provide not only a quick integration but also one that's informed by best practices and insights from past deployments. To further demonstrate our commitment to efficiency, we aim to complete custom integrations, including instrumentation connections, within an average timeframe of 4 to 6 weeks. Our dedication is to deliver a comprehensive, efficient, and seamless integration experience, ensuring your laboratory operations are both smooth and proficient.
31	8. Custom Development
32	8.1	Could you explain how your system adapts to client needs and changes in the industry? What processes do you have in place to ensure that improvements are made based on customer feedback and changing requirements?	Our Laboratory Information System (LIS) is a dynamic and ever-evolving platform, reflecting our commitment to continuous improvement and innovation. We believe in the power of collective wisdom, which is why we incorporate feedback from our diverse network of clients to make our platform better with each iteration. Our system is not just about what we think you need, but it's designed to adapt and respond to what you, our client, truly require. This collaborative approach ensures that the enhancements we make are practical, valuable, and driven by real-world needs. To manage this evolving system, we have a dedicated in-house product management team. They not only oversee the ongoing development of the platform but also ensure it aligns with user needs and industry advancements. Their work guarantees that our system stays current, relevant, and valuable to your operations. Furthermore, we acknowledge that every lab has its unique needs and priorities. Hence, we offer custom development services, allowing you to influence the development of features that matter most to your operations. As a client, you have a direct say in the evolution of the system, ensuring it serves your needs effectively and efficiently. In essence, our LIS is not just a product; it's a partnership where your insights and needs drive the system's growth and development. We're committed to providing you with a platform that continually improves and adapts to serve you better.
33	9. Compliance
34	9.1	Can you provide details on how your LIS ensures compliance with key healthcare regulations such as HIPAA, CAP, and CLIA? How does it assist laboratories in managing and reporting the required information?	Our Laboratory Information System (LIS) is fully compliant with the Health Insurance Portability and Accountability Act (HIPAA), ensuring the utmost privacy and security of health information. In addition to being HIPAA compliant, we understand the critical importance of compliance with the standards set by the College of American Pathologists (CAP) and the Clinical Laboratory Improvement Amendments (CLIA). That's why our LIS is designed to help you navigate these regulatory landscapes effectively. Our system offers the necessary tools and features that facilitate the collection, management, and reporting of information required for CAP and CLIA compliance. Whether it's direct data that can be easily accessed or indirect information that needs to be extrapolated, our LIS enables you to derive the information you need. While we provide the platform, it's the application of our software within your workflows and processes that helps ensure compliance. Our role is to assist in making this process as efficient and straightforward as possible. In other words, we don't just offer a HIPAA-compliant LIS, we offer a platform that can be a key player in your lab's pursuit of CAP and CLIA compliance, providing you with the means to access and present necessary information effectively and efficiently.
35	9.2	How do you address the issue if your system lacks certain features crucial for adhering to compliance regulations? What is your policy regarding the development of such necessary features?	As part of our commitment to supporting your compliance efforts, we pledge to address any feature gaps that might hinder your ability to retrieve the necessary information for maintaining regulatory compliance. If our existing system lacks a feature necessary for providing this crucial compliance information, we will prioritize its development, at no additional cost to you.
36	9.3	What actions do you take to uphold regulatory compliance standards like SOC 2 and HIPAA, both in the context of your Laboratory Information System (LIS) and in your everyday operations?	Our company is deeply committed to upholding the highest standards of regulatory compliance, not only in the Laboratory Information System (LIS) software we provide but also in our day-to-day operations. This commitment extends to meeting and exceeding the requirements of both the Service Organization Control 2 (SOC 2) and the Health Insurance Portability and Accountability Act (HIPAA). SOC 2 compliance attests to our rigorous data management and protection practices, reflecting our dedication to securing your data at all times. It's a testament to our robust security measures, dependable system performance, and unwavering commitment to confidentiality and privacy. In addition, we also adhere strictly to HIPAA regulations in our operations, ensuring that all health information we handle maintains the utmost level of privacy and security. It underscores our commitment to safeguarding sensitive health information and our acknowledgment of the trust you place in us. In essence, our commitment to SOC 2 and HIPAA compliance serves as an assurance to you, our clients, that we hold ourselves to the same stringent standards that we help you achieve. We don't merely provide a compliant system; we practice what we preach, prioritizing privacy, security, and compliance in all aspects of our operations.
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100