SAGE System

Sage is Los Angeles County’s Substance Use Disorder (SUD), an Information System that moves the SUD treatment system from paper-based to an electronic health record (EHR). Sage includes functions such as assessment tools, clinical documentation, data collection, and claims. All SUD treatment providers contracted with Los Angeles County either use Sage as their primary EHR (primary users) or use their own EHR to interface with Sage (secondary users).

Sage enables network providers to manage patient-related information such as delivered services, data and claims processing within one electronic system. Improved information management contributes to improved patient care, outcomes, and service coordination.

Users: Various users within the Los Angeles County Health Agency and external network providers.

SAPC Program\Netsmart 

PHIS Service Desk helps troubleshoot any calls and new emails regarding Sage accounts then directs them to Netsmart Help Desk (855) 346-2392 if additional troubleshooting is needed.

The SAGE application is available to all authorized SUD treatment providers contracted with Los Angeles County as well as SAPC, HSA and DMH staff providing SUD related services.  A SAGE account is required to access the system and enrollment to a Multi Factor Authentication (MFA) portal for the account as well as the computing device used to access the system network.

The SAGE System is maintained by Netsmart therefore system users who cannot access the application are required to contact the Netsmart Help Desk (855) 346-2392 to verify network connectivity and further possible system problems and resolution.

Netsmart contact person

• Adam Barris (440) 503-1722
• Dan Krage (440) 485-5520

Substance Abuse Prevention and Control (SAPC) contact person

• Jorge Ortega (626) 299-4115

Department of Public Health Information Systems contact person

• Alvaro Cardona (323) 914-9327

• Connectivity within the County intranet for system users
• Internet communications and VPN access for SAGA technicians
• A LAN to LAN VPN connection for the VIP Clinic at LAC+USC (VIP is a contracted vendor performing onsite Mental Health patient services and is considered part of LAC+USC’s Medical Hub operations)

Service Desk/Incident Management

• User: Users that cannot access E-mHUB will initiate a local facility Help Desk service ticket
• Tier 1 - Facility Help Desk-Remote Access: Help Desk tries to resolve service ticket remotely. If unsuccessful, proceed to Tier 2
• Tier 2 - Facility IS Technician onsite: Help Desk technician(s) pings ISD server.  If ISD pinging is unsuccessful, technician works with ISD and facility network technician to resolve ticket.  If successful, technician goes to User’s PC to resolve service ticket.  If ticket cannot be resolved, proceed to Tier 3
• Tier 3 – Facility Places Service Ticket with SAGA: One of the designated facility staff will contact SAGA’s Help Desk and initiate a service ticket at (800) 519-8949, and
• Tier 4 - SAGA Technician: SAGA will resolve the service ticket within the stated SLR timeline, based on severity levels

By each DHS Facility’s IS Department:

• Network connectivity and response time
• Resolving local PC and scanner issues

By ISD:

• Network connectivity and response time
• VPN access for SAGA and VIP
• SAN accessibility and maintenance
• Virtualized Server monitoring

By SAGA Technologies, Inc:

• Maintaining and upgrading three environments (Production, Staging, and Training)
• Maintaining and upgrading interfaces with DCFS
• E-mHUB System bugs and issues impacting functionality
• VPN access
• Keeping system documentation (user and training manuals) current with version releases

By DCFS BIS (Business Information Systems):

• Maintaining and upgrading DCFS’ side of interfaces
• Network connectivity and response time (for DCFS users)
• Resolving local PC issues
• ISD SAN accessibility
• Maintaining and upgrading email notifications to DCFS users

By DHS-IT Help Desk

• VPN connections, firewall issues for employees, VIP, and/or SAGA
• Network connectivity and response time
• Resolving local PC issues

By DHS-IT PD and Office of Planning

• ESA functions
• Assist in end-user functionality issues

End users of this service include:

• DHS Medical Hub authorized staff
• DCFS Field Office authorized staff
• DHS Headquarter’s selected staff

Mission-critical

• E-mHUB should be classified under the same priority as QuadraMed Affinity
• Patient care at LAC+USC’s Medical Hub occurs 24/7
• Poor system performance will impact the need to efficiently provide critical medical and mental health services to vulnerable children in the foster care system

Version 6.2.13 

• Major system upgrades being planned with no definitive date(s)
• Minor software upgrades (i.e., bug fixes) occur approximately every month. 

Business hours for service support:

• Service Desk/Incident Management: 24 hours a day, 7 days a week
• Problem Management: 24 hours a day, 7 days a week

Assistance is available by the end user creating a service ticket with the DHS facility local 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.

Minimum user requirements:

• SAGA and County employees must comply with the E-mHUB Confidentiality Agreement
• County employees  that access E-mHUB must use PCs that meet SAGA’s minimum PC requirements
• When required, LSAs and ESAs run audit reports to determine if patient confidentiality has been compromised
• LSAs and ESAs must disable user accounts when County employees no longer require E-mHUB access

The following are not included in the service:

• ISD will not make server upgrades or SAN space allocation increases unless specifically requested by DHS-IT’s PM (Stuart Suede) and after DHS’ CIO approves ISD’s Service Quote

Cannot add additional Medical Hub locations and/or Department of Mental Health unless County purchases additional licenses.

Adding new users: within 24 hours. Depends on the availability of the LSA or ESA after receiving the request. There are multiple LSA at the Medical Hubs/DCFS and 4 ESA at HSA.   

Downtime for system upgrades: To minimize impact for LAC+USC’s Medical Hub which runs 24/7, SAGA conducts system upgrades on Sunday nights for completion no later than 6:00am Monday morning. SAGA notifies all the impacted parties no later than the Friday before

November 6, 2011

• User satisfaction responses and metrics.
• Issues and problems reported to SAGA and DHS and monitored by a weekly SAGA-provided bug list
• Recommendations for E-mHUB functionality enhancements are tracked in a summary listing, prioritized and those agreed to fully documented on an Agreement Change Notice

Changes to this service are subject to approval of the Chief Information Officer, ISD and the Director, Office of Planning and Program Oversight.