17 August 2015 / Blog
The New Edge in Clinical Care: Service Desk as a Service
By: Clyde Daniels
This blog was written by Clyde Daniels who is a HITECH Certified, ITILv3 certified IT Analyst for Velocity Technology Solutions. Clyde attended Long Island University Campus in Brooklyn, NY for a Bachelor's degree, in Media Arts.
Clyde received his A+, and Network+ Certifications at Microsoft sponsored Per Sholas Institute of Technology in Bronx, NY. Clyde has spearheaded healthcare implementation technologies such as Merging Nuance Dragon Speech recognition software, with Electronic Health records which offers hands free solutions for Physicians to dictate their notes into Citrix based EHR’s.
Imagine the cost to your healthcare organization when the doctors, nurses and support staff are locked out of patient files because they can’t recall their passwords, or can’t run a trauma code efficiently, because some records are locked away behind a screen.
That’s a very real scenario currently playing out across the nation as hospitals, clinics and offices make the necessary upgrades mandated by the Health Care Act of 2009. Millions of dollars in IT infrastructure builds and workarounds later, Electronic Health Records (EHRs) and enterprise resource planning (ERP) systems can still be just as much of an enigma to the very organizations who must rely on them to stay operational, competitive and ahead of the curve.
CIOs and Chief Medical Information Officers have looked to third party providers to fill in where on-premise staff may have either fallen short on expertise -- or has become too expensive in a period where many healthcare revenues are shrinking and a focus on bottom line profitability is at a premium. This is especially true as medical staff require correct data to be available on-demand 24/7/365.
Service Desk as a Service Checklist
Top 4 Skills Critical to Your Healthcare SDaaS Team:
- Subject matter expertise: EHR/ancillary systems
- Dedicated, reliable
- Proven responsiveness track-record
- Managed Disaster Recovery background
On Call Anywhere, Anytime
Clinical applications are the backbone of daily care. As such, desktop service support staff has to be versed in the nuances of the wide range of systems needed -- from monitoring a patient’s heart rate to performing a routine X-ray. The expertise in the team’s hands can literally mean the difference between life and death. That’s why they must be trained and certified in the systems they support. This level of professional expertise, combined with the service desk skills needed to treat every caller like a customer, requires a commitment to continuous training and certification.
With the ability to deploy an on-premise service desk team at any organization it supports, Velocity not only understands the workflow of clinical applications, it sees it in action -- end-to-end. And it’s this inherent understanding that enables our SDaaS team to respond during, or better yet head off, any emergencies, with the same sense of urgency that your own medical professionals would employ.
Working to keep disruption to you at a minimum, our experts are trained to triage and troubleshoot your primary and ancillary systems your staff use on a daily basis. The goal is to ensure that critical workflow moves from one system to another, enabling your doctors and nurses to keep caring for patients without missing a beat -- or a piece of necessary data to make informed medical decisions that impact patient outcomes.
Velocity’s SDaaS and support offerings are flexible and scalable to meet the needs and requirements of any healthcare organization. These extended services leverage an onsite field team who respond to issues and questions deskside with the healthcare providers.
As hospitals and medical facilities become increasingly smarter about the care they provide, shouldn’t your systems -- and service provider enable you to provide a higher level of care? With Velocity’s Service Desk as a Service, you have another trusted member of the team to rely upon.