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Clinical Workstation Support

Request Service

  1. Call 3-HELP (3-4357) or submit your request online.

  2. The caller reporting a problem with the help desk should ALWAYS leave a name, phone number and location nearest the device being reported. This will greatly expedite ticket resolution.

If follow-up calls or escalations are necessary, please provide the service call ticket number when inquiring about the issue. This will typically start with a SD, IM or R0 character followed by a series of numbers.

RFC/S and Projects

The Request for Change/Service is the process for both current and new clinical workstation customers to request the following:

  • Computer/printer installations
  • Relocations
  • Upgrades
  • Computer mount changes
  • Software evaluations/upgrades
  • Other special requests

(For the purposes of this document, all policies listed below apply to both RFC/S and project processes.)

  1. Each RFC/S, regardless of funding source, will be evaluated based on business-critical functionality, as well as technical feasibility. This will include such questions as:
    • Is it necessary for the work area?
    • Does it contribute to patient care?
    • Is it compatible with other applications already on the CWS desktop?
    • Does it comply with applicable building codes, JCAHO requirements and HIPAA privacy regulations?
  2. Business case approval rests with the director of system support services or designee.
  3. Technical approval rests with the manager of clinical desktop support or designee.
  4. Before submitting an RFC/S (or project initiation):
    • PLAN AHEAD. Your request is not the only project being planned and implemented. Discuss needs and requirements with your management before submitting a request.
    • Provide at least two contacts who are familiar with the request. (Names/phone numbers/email addresses)
    • Make time to meet with the CWS Site Survey team member to discuss placement of equipment, networking or electrical requirements, or any other special needs, such as wall mounts and monitor pole mounts.
    • All wall mount, pole mounts, furniture requirements, additional networking connections and power are contracted out to other VUMC departments and vendors. These costs are the responsibility of the customer. Any necessary work orders or requisitions that have to be completed will be generated by VCIS. VCIS or VUIT will provide project management for these tasks. It is necessary for the customer to secure signatures authorizing any necessary funding in a timely manner in order to maintain agreed-upon timelines. Please take this into consideration due to time constraints of all departments involved.
  5. After submitting an RFC/S (or project initiation):
    • A project manager will make contact within one business day of RFC/S approval either by phone or email. They will confirm your expectations, confirm the schedule (along with any constraints, including construction, equipment ordering, port activation, etc.) and update the RFC/S ticket to include all agreed-upon facts.
    • If you have not responded to the project manager within two business days of initial contact, an email will be sent indicating that the RFC/S ticket will be closed within two more business days.
    • After two more business days without response, the RFC/S ticket will be closed, indicating that no one responded to communications.

Please note:

** To ensure the most efficient handling of your project, purchases of CWS equipment may only be ordered by using the RFC/S process, even if the department is funding the project. Initiate the RFC/S process.

This will ensure that the correct hardware is ordered and its delivery is monitored by the CWS team.

** ALL relocation, maintenance, upgrades and lifecycling of CWS hardware is to be performed ONLY by field technician team or Remote Clinics Group. This is imperative in order for CWS to keep track of an inventory with over 5,000 devices.

** This funding policy applies to CWS hardware on-campus only. Remote clinics and other locations must find other funding methods.

General Client Policies

  1. Purchasing: See chart below for policies regarding purchases of workstations, printers and printing supplies.
  2. Once a department purchases a CWS, it becomes the permanent property of the CWS Team. We then provide support, maintenance and all Lifecycle costs.
  3. All computer equipment should be treated with respect and care. No eating or drinking around the Clinical Workstations. If CWS hardware is abused beyond normal wear and tear, the Department using the CWS will be responsible for replacing the equipment at their expense.
  4. Only CWS personnel are allowed to install/uninstall software or devices on CWS equipment. Any unauthorized tampering will result in removal of the CWS equipment.
  5. The Clinical Workstations, printers and other equipment are NOT to be moved. All moves and changes are to be submitted online or by notifying Help Desk at 3-HELP.
  6. Printers may not be connected locally to any workstation.
  7. Clinical workstations that have been “offline” for at least ten business days, such as equipment that is disconnected or unused will be reclaimed by the Clinical Workstation Support Group, unless reasons can be documented.
  8. Please DO NOT power-off the computers or printers when not being utilized. These devices are constantly being updated with vital application changes and security updates. CWS will be removed from service that are turned off after 3 warnings.
  9. Occasionally it is necessary for users to be asked to logout momentarily while important workstation updates are pushed out. If, after being requested to log out the user hasn’t done so in 60 seconds, they will be logged out remotely.
  10. Purchasing policy – to ensure the most efficient handling of your RFC/S request, purchases of CWS equipment may only be ordered by using the proper RFC/S process, even if the department is funding the project. Initiate the RFC/S process. All quotes and ordering for CWS equipment must be made by the CWS Team. This will ensure that the correct hardware is ordered and its delivery monitored by the CWS team.
  11. The Toner Cartridge Policy requires either a "Model-Specific" toner cartridge (HP for an HP printer) or a Guy Brown Replacement Toner cartridge. Guy Brown has agreed to repair any potential damage caused by their replacement toner cartridges.
  12. All toner cartridges, printer ribbons, label maker labels, and mouse pads are the responsibility of the customer. Please be familiar with all toner and ribbon types for your area. Have EXTRAS on hand. In the event of a change in hardware that will affect the supplies purchased by the department, customers will be notified at least one week in advance. Every effort will be made to insure that departments aren't left with unusable supplies.
  13. Replacement Policy – Sometimes CWS are removed and replaced with “Administrative Workstations”. This also involves an RFC and removal of any attached devices that were provided by CWS. (Printers, Encounter Form Printers, etc.) In some cases, the CWS team will leave hardware they no longer want to support as a professional courtesy. They have absolutely no obligation to provide support of any kind for this hardware.
Current CWS Hardware prices from most recent quotes *Subject to change - Always request a current quote*
1. Howard WOW w\no computer - $3,664 Non- Battery WOW - $2498
2. Howard WOW with PC w\wireless NIC and monitor - $4483
3. CWS Non-wireless PC - $553 Wireless PC - $640
4. CWS 22" Monitor - $200
5. McKesson Wireless Scanner - $850
6. Panasonic C1 Laptop - $2,200.00
7. Samsung 5012 ND LaserJet Prt. $730
8. Samsung ML3312 ND RxStar Printer with lockable tray - $372
9. Samsung ML3312 ND RxStar Printer - $110
10. Topaz Signature Pad - $550
11. Tallygenicom T2240 Dot Matrix Printer - $525
12. Zebra Label Printer - $550

Purchasing Guideline Table
  Funded By Informatics Funded By Department
1.Workstations One - two workstations; normal lifecycle replacements and break-fix.
Three or more workstations within a fiscal year; any necessary construction and/or mounting hardware.

2. Laser Printers One printer; normal lifecycle replacements and break-fix. Two or more printers within a fiscal year. All printing supplies such as toner or paper.

3. Label Printers One printer; normal lifecycle replacements and break-fix Two or more printers within a fiscal year. All printing supplies such as toner or paper.

4. Encounter Form Printers One printer; normal lifecycle replacements and break-fix. Two or more printers within a fiscal year. All printing supplies such as ink or paper.

5. Flat Panel Monitors One per Informatics-funded workstation, not including existing workstations.
Any requested construction and/or mounting hardware.
6. Embosser Card Printers Maintenance, upgrades, and normal lifecycle.
All new Embosser Card Printers are funded by the departments.
7. Hand Held Scanners No support All scanners are funded by department.

8. Signature Pads
Maintenance, upgrades, and normal lifecycle.
All new Signature pads are funded by the department.

Last Modified: 2016-08-17

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Medical Center IT:
Dave Hardy
(615) 936-3804 

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Daniel McChane
(615) 875-2292 

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