Printable hospital template
Hospital software support and training scope worksheet
Clarify what a hospital software quote includes for onboarding, training and support, with hours, response commitments, responsibilities and unresolved terms.
- Written by
- RizCare
- Published
- Last reviewed
RizCare's suggested worksheet. Adapt to your hospital. https://riz.care/library/templates/clinic-software-support-scope
For hospital owners and managers discussing implementation with a supplier.
Ask who answers when reception needs help outside office hours. Support included can leave the channel, response and scope unclear. Record what the written agreement supplies for your team, including which training sessions and follow-up questions are covered.
For a Nigerian hospital, specify the working location, time zone and any travel or connectivity assumptions. This sheet clarifies the service being bought. It does not rank suppliers, predict their response or replace review of the written agreement.
Print this page or save it as a PDF from your browser. The print layout contains only the blank worksheet and its completion note. Fill it in within your hospital.
Practice: ____________________ Prepared by: ____________________ Date: ______________
| Area | Written offer | Hospital responsibility | Question / decision |
|---|---|---|---|
| Blank entry | |||
| Blank entry | |||
| Blank entry | |||
| Blank entry |
Keep completed copies with the staff authorised to use them.
How to use it
Describe the setup work
List who prepares staff accounts, checks devices, reviews source data and runs the first working session. Identify which tasks the hospital must finish before the supplier can proceed. Ask what happens if preparation takes longer than planned. Keep migration work separate from ordinary setup; included onboarding does not necessarily include cleansing old paper records or importing another system's data.
Make training scope observable
Specify roles, participant numbers, session duration, delivery location and the tasks to practise. Ask how later staff, missed sessions and refresher training are handled. Confirm whether the hospital receives usable reference material and whether a trainer will observe staff attempts. A promise to train everyone is incomplete if the agreed session can accommodate only a small group.
Define support and escalation
Record channels, staffed hours and the meaning of each stated response commitment. An acknowledgement time is different from a restoration or resolution commitment. Ask who handles an incident outside the stated hours and what the hospital should do while waiting. Record extra charges, exclusions and the current written source for every term; leave an unanswered question unresolved.
The Nigerian EHR case study discusses training, resources and sustainability. Those considerations support asking about implementation responsibilities, but do not establish the service terms of any supplier. The contract questions here are our own buying aid.
What each field means
- Included deliverable
- Describe the actual work, quantity and evidence of completion. Included support without a channel, scope or service window leaves the buyer unable to compare offers.
- Hospital responsibility
- Name the person providing devices, staff availability and approved source material. Supplier and hospital actions can depend on each other, so write both sides.
- Hours and commitments
- Write the time zone and any weekend or holiday exclusions. Preserve the difference between first response, investigation, workaround and final resolution.
- Extra costs and unresolved terms
- Record currency, tax treatment if stated, travel, additional sessions and renewal terms. Unknown is more useful than a zero that the supplier has not confirmed.
Completed fictional example
The supplier terms are invented examples. They show why training, acknowledgement and resolution should be compared separately, not what any named vendor sells.
| Area | Written offer | Hospital responsibility | Question / decision |
|---|---|---|---|
| Initial training | Two remote sessions for six staff; Quote S-02 | Provide charged devices and protected practice time | Who trains later joiners? Unresolved |
| Support hours | Monday-Friday, 09:00-17:00 WAT; excludes stated holidays | Appoint one incident contact | Out-of-hours route unresolved |
| First response | Acknowledgement within stated service window | Provide non-sensitive issue description | Resolution time not promised; confirm escalation |
Related resources
Sources and review
The worksheet design and examples are RizCare's recommendations. The sources below support the background discussion; they do not endorse this form.
- Implementing Electronic Health Records in Primary Care Using the Theory of Change: Nigerian Case Study (JMIR Medical Informatics). Read 9 September 2026.