IHS High-Level Dentrix Enterprise Upgrade Process



IHS Dentrix Enterprise (DXE) High-Level 11.0.20 Upgrade Process

Updated 03/08/2021

GENERAL INFORMATION

All clinics on Electronic Dental Record (EDR) Dentrix Enterprise (DXE) will be upgraded to latest approved version, DXE 11.0.20 (or higher).

EDR Dentrix Enterprise software upgrades are included as part of the clinic’s EDR Dentrix Enterprise annual support contract. At this time, all hardware and services provided by Henry Schein One TechCentral (except workstations and monitors) and DXE Training are provided and funded by the IHS EDR Support Contract.

During the software upgrade, EDR support must install each version of Dentrix Enterprise (in order) until 11.0.20 (or higher) is installed on the server.

Dentrix Enterprise 11.0.20 cannot be installed on any Windows versions earlier than Windows 10.

Depending on the size of the Dentrix Enterprise database, DXE software upgrade testing and DXE software upgrade time may vary. Sites should allow for several hours, typically averaging 4-5 hours (possibly more).

Dentrix Enterprise 11.0.20 Technical Requirements

Server Specifications:

• Server Operating System: Windows 2016 or higher (2012 End-of-life (EOL) 10/2023)

• SQL Version: 2016 or higher

• Memory: Minimum 8 GB ram. Additional ram is recommended for more than 30 concurrent users.

• Hard Drive Space: Minimum 50 GB for data files; minimum 50 GB for transaction files.

Remote/Thin Client servers:

• Operating System: 2016 or higher

• Memory: Minimum 80 GB free hard drive space

• Allow for 1 CPU core and 4 GB of RAM for every 15 users.

Virtual application servers:

Certified to work with all major hypervisors, including VMware® vSphere and Microsoft Windows Server Hyper-V.

• Allow a minimum of 80 GB free hard drive space.

• Server must be Windows® 2016 or 2019 certified.

Workstation Specifications:

• Operating System: Windows 10 64-bit

• Memory: 8 GB Ram Recommended; 20 GB of available disk space

• Dentrix Enterprise offers extensive letter merge capabilities with Microsoft Word versions 2010, 2013, and 2016. Microsoft Office 365 is not supported.

For additional details on Dentrix Enterprise 11.0.20 System Requirements, click on the link below:



COST

The IHS EDR (Electronic Dental Record) Support Contract has received funding to assist with upgrading the site’s current version of Dentrix Enterprise (DXE) to the most recent IHS OIT approved version of Dentrix Enterprise - DXE 11.0.20. These available funds will provide:

o Physical EDR Server (for the Dentrix program), (additional host server for satellite clinics, if needed)

Note: Dentrix Enterprise can be set up in a virtual server configuration; however, set up of the virtual server is the responsibility of the hosting entity.

o Digital image management software server (for x-ray images) (if needed)

o Microsoft SQL software upgrade

o Backup system (if needed)

o Remote/onsite assistance from Henry Schein Technical support group*

o Remote/onsite Training *

(*subject to travel restrictions)

Workstation/operatory computers and monitors are NOT included in the IHS EDR contract at this time. If these items are required, the clinic can purchase these directly from Henry Schein.

IHS EDR Support Contract funds can be allocated for a clinic’s upgrade once the clinic has committed to the actual ‘Live’ Upgrade date. This offer is available until funds are exhausted.

Note the following program requirements and limitations:

The clinic’s Dentrix Enterprise annual support agreement must be current.

The clinic cannot purchase software, hardware, training or support service(s) on their own and then ask for a reimbursement.  The services and other items listed above must be purchased by the IHS EDR Contract and provided / given to the local site in conjunction with the EDR upgrade.

GETTING STARTED

The process below provides details related to upgrading the site’s current Dentrix Enterprise (DXE) version.

Step 1: Clinic contacts Dentrix Enterprise Support at 800-459-8067; option 2, option 3 (Have the clinic’s Dentrix customer ID number and current DXE version available) or email IHS-Support@ and requests either a Dentrix Self-Evaluation form or System Verification form.

To determine which form the site needs to use, identify current DXE version: DXE version is listed in the lower right corner of the Dentrix login box. Then request and complete the form corresponding to the current Dentrix Enterprise Version below:

EDR Dentrix Enterprise (DXE) 8.0.7, 8.0.5 or earlier versions:

If the site is on DXE 8.0.7, 8.0.5 or earlier versions, EDR support will need to upgrade the site’s system through each of the EDR Dentrix Enterprise versions, including the more complex 8.0.96 version, until installing DXE 11.0.20 (or higher). For Upgrades through 8.0.96, every transaction in the entire Dentrix database is touched as every time/date field associated with every transaction is converted to UTC (Coordinated Universal Time).

• Begin the upgrade process by completing the IHS Dentrix Self-Evaluation Form.

EDR Dentrix Enterprise (DXE) 8.0.96 version: 

If the site is on DXE 8.0.96, EDR support will upgrade the site’s system to DXE 11.0.20 (or higher). The site’s hardware and software must be compatible for the upgrade EDR Dentrix Enterprise software version. If the current server or SQL version is not compatible with the DXE 11.0.20 system requirements, the clinic may take advantage of the available funding to obtain/receive new hardware and/or SQL software.

• Begin the upgrade process to the latest version by completing the IHS Dentrix System Verification Form (shortened EDR upgrade form).

Step 2: Completed forms should be submitted via email to Leidos point-of-contact (POC), Kamisha Sullivan, at Kamisha.Sullivan@.

Note: For both forms, only one (1) form is required per Main Site/Service Unit. Satellite clinic information should be added to the appropriate sections (if applicable).

Completion of both forms will likely require coordination of Dental Chief, IT staff, and/or Clinical Application Coordinator (CAC). Any forms submitted that do not address/answer each of the requested information areas will be returned and the site will be moved to the end of the upgrade review queue when resubmitted.

The forms have multiple tabs which may require responses. Begin first, by reading the Instructions tab. Any questions related to the form completions may also be directed to the POCs, Kamisha Sullivan and Vonda Walker.

Step 3: Leidos POCs, Kamisha Sullivan or Vonda Walker Vonda.Walker@, reviews and forwards the appropriate form to Henry Schein Upgrade POC, Larry Arko Larry.Arko@. Henry Schein Upgrade POC distributes the form to Henry Schein TechCentral (HS IT technical subject matter experts) and Dentrix Enterprise Training teams to determine clinic needs for the upgrade.   Leidos POCs will set up an Upgrade Review meeting with the clinic and Henry Schein’s Upgrade team (TechCentral and Training) to clarify information and determine an upgrade plan.

Step 4: The clinic moves through the actual upgrade process regardless of the Dentrix Enterprise version where they are starting from:

• Henry Schein TechCentral will order and install required hardware/software, if needed (except workstations and monitors unless purchased directly from Henry Schein). Clinic IT will need to ensure all computers and monitors meet requirements.

• Henry Schein TechCentral will work with the clinic’s IT to perform and review a test upgrade.**

• The final upgrade (‘Live’ upgrade) will be scheduled and completed for the production/operational environment with a Dentrix Enterprise IHS Support team member and TechCentral support.

• Following the software upgrade, Upgrade Training is provided (if requested / scheduled).

**test upgrade – DXE 11.0.20 is installed (and tested) in a test environment in addition to, and prior to, the final upgrade. Test instance should have its own resources: an application server and a database server. The test instance should be on a separate virtual machine (VM) so the test upgrade does not impact other resources. If the site environment does not have VMs, there needs to be a SQL Test Instance on the current SQL Server. There must be enough space to restore the production/operational database into the test instance. One workstation needs to point to the test instance to give the local IT/EDR team access to conduct upgrade testing. Test upgrade must pass before proceeding to the final upgrade.

Notes:

• The IHS EDR Support Contract Upgrade Team (Leidos, Henry Schein TechCentral, Henry Schein IHS EDR Support, and Dentrix Enterprise Trainers) will coordinate all aspects of the upgrade process.

• The site’s IT team will need to be available during the entire upgrade process to answer questions and resolve issues that may arise.

• Users must be logged off Dentrix Enterprise for the ‘Live’ Upgrade to the production/operational database.

• Clinics are requested to reduce patient treatment/other training interruptions to an absolute minimum for the duration of scheduled training dates.

• If the Dentrix server is migrated and the IP address has been changed, the site will need to update the IP address in RPMS. This should be coordinated with the site’s RPMS upgrade POC.

What’s included with TechCentral Remote/Onsite Services:

• Provide upgraded hardware (servers and backup system) and SQL software (if required).

• Install SQL, if required, on new or existing Server and configure a Test and Production SQL Instance (performed remotely).

• Create back up of the EDR Dentrix Enterprise database for a test upgrade.

• Perform a Test Upgrade of the existing EDR Dentrix Enterprise database.

• Review the Test Upgrade process, completion time and error logs to help plan the ‘Live’ Upgrade and reduce potential system down time.

• Remote/Onsite ‘Live’ upgrade: perform all technical upgrade procedures which include backing up, restoring and moving SQL EDR Dentrix Enterprise Databases.

• If migrating to a new Server, the EDR Dentrix Enterprise database, scanned documents and digital x-rays will be migrated.

• Once the EDR Dentrix Enterprise software has been upgraded:

o If onsite upgrade is approved: the onsite upgrade team will assist with reconfiguring all workstations to the latest version of EDR Dentrix Enterprise and configure the local SQL client to map to the newly created SQL EDR Server (if applicable).

o If remote is required due to travel restrictions: the upgrade team will assist the local IT to perform configuration changes needed on workstations in the clinic. (Note: the technician will remotely shadow the local IT on how to perform the upgrade on 2-3 workstations). The site’s local IT is responsible for completing the remaining workstation configuration but can call the TechCentral engineer with any questions or issues they may have.

• Confirm HL7 is communicating between RPMS and EDR Dentrix Enterprise.

• Confirm all EDR applications are working properly on each workstation (Example: Dentrix Enterprise, Document Center, Dexis, MiPACS, etc.)

• Configure and confirm all SQL Maintenance Plans are running on schedule without error.

• Confirm clinic has verified that the system backup is working.

• TechCentral Engineer will be remote/onsite for ½ Day during the ‘Live’ day to ensure all systems are running as intended and without issue.

What’s included with Remote/Onsite Training:

• Upgrade training is highly recommended for all clinics on all versions of Dentrix Enterprise to ensure success with setup and application of enhanced features and functionality.

• Clinics are requested to reduce patient treatment/other training interruptions to an absolute minimum for the duration of scheduled training dates.

• Remote/onsite training will be scheduled pending trainer availability.

o When possible, as trainer’s schedule allows, remote/onsite training will be coordinated to coincide with the Dentrix Enterprise upgrade.

• Once training is scheduled, the trainer will work with the clinic point-of-contact to establish a site-specific training agenda.

SITE’S RESPONSIBILITIES

Required forms to be completed and signed

Several forms will need to be completed and signed once the clinic has completed the Upgrade Review meeting with the IHS EDR Support Contract Upgrade team and prior to upgrades:

EDR Upgrade Service Agreement A form that documents the clinic’s agreement to the process of the Dentrix Enterprise upgrade.

Business Associate Agreement (BAA) The BAA outlines the responsibilities to ensure health information will be protected during the performance of support services. This agreement applies to any product or service obtained from Henry Schein One (HSONE), including Dentrix Enterprise. This form only needs to be completed once; it will not be required if the clinic has already signed a BAA with Henry Schein One.

End-Users License Agreement (EULA) The EULA governs the use of the Dentrix Enterprise program software as well as all other software components used in the Dentrix Enterprise program (examples: Microsoft software products, coding systems, etc.). A EULA is actually required by these software manufacturers as part of the licensure agreement for Henry Schein to use those software products in the Dentrix Enterprise program. (This is not a unilateral requirement by Henry Schein). This form only needs to be completed once, so will not be required if the clinic has already signed a EULA with Henry Schein One.

Backup Addendum A form documenting the EDFR Upgrade team ensured the clinic’s backup solution is working properly after a successful DXE upgrade is completed and the Upgrade team provided local IT staff training on proper backup use and maintenance.

Upgrade Confirmation form A form where the site confirms that IT configurations are met, site has received upgrade instructions including technical requirements and upgrade Training guidelines.

Commitment of appropriate time and resources

• Upon receipt of the server (s) and hardware (if applicable), please unbox, rack, and power on the server to ensure that there was no damage during shipment. Once these steps are completed, the server(s) should be added to the D1 domain (if applicable) (or local network).

• Ensure all computers and monitors meet system requirements.

• The site’s IT team will need to be available during the entire upgrade process to answer questions and resolve issues that may arise.

• Clinics are requested to reduce patient treatment/other training interruptions to an absolute minimum for the duration of scheduled training dates.

For issues or concerns after upgrade: Site should contact the Dentrix Enterprise Help Desk for assistance

Support team at 800-459-8067; Option 2, Option 3 (Have your Dentrix customer number available) or

IHS-Support@

Thank you for your cooperation with this process/project! If you have questions or recommendations to improve this outline, please let me know.

Sincerely,

Joel C. Knutson, DDS Contact information:

Dental Informatics and (301) 443-1106, Option “4”

Project Manager for the IHS Electronic Dental Record Team EDR: IHSEDR@

Division of Oral Health, Indian Health Service Joel.Knutson@

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