April 12, 2019
Many hospitals have problematic service desk operations, whether internal or outsourced, but fixing them never gets to the top of the project list. Sticking with mediocre or poor support is usually non-cost effective and a major point of dissatisfaction among your medical staff.
If your hospital hasn’t conducted a service desk assessment in the last year or two, it should — or let us do one for you. With continuous changes in internal technology and staff, it is easy to underestimate current systems support needs and lose touch with performance and user satisfaction levels. You need the data to know the difference. We’re offering to provide your hospital an assessment without charge. And without hounding you for business. Here’s what we can do, and why we’re very qualified to do it.
Phoenix has been ranked the #1 hospital IT outsourcer both in 2017 and 2018 in BlackBook’s nation-wide surveys. We have provided outsourcing services, including service desk from our Richardson, TX service center for over ten years. So, we know — and do — service desk very well.
Hospital service desks range from excellent to good to very poor, whether they are in-house operations or outsourced. Reasons are complex. If your operation is in-house it can’t simply be assumed that IT is incapable of great support, even if users are very dissatisfied with your service desk’s productivity today. Perhaps it needs an overhaul. On the other hand, it can’t be assumed that your service desk is genuinely cost-effective if users aren’t complaining.
If your service desk is outsourced and your users are not satisfied or are extremely unhappy with your vendor’s services, you’re not alone. Outsourced support has worked in some cases, but unfortunately not in most. Black Book has reported that 88 percent of clinicians say that patient care delivery was continually impeded by inadequate tech support by outsourcers in 2018. Eighty-one percent of hospitals employing third-party outsourcing tech support are significantly dissatisfied with the level of response and overall service in the twelve months following go-live.
That’s why Phoenix is so proud of its #1 ranking for hospital IT department outsourcing.
Like many IT functions, the service desk should be the subject of regular systematic assessment, using a standardized methodology. Every hospital service desk’s M.O. should include trending analyses of key performance indicators, and results measurements based on ITIL standards. Your leadership should understand if your users are satisfied, and where holes exist.
Many other factors should be reviewed: Does the service center maintain and regularly update its knowledge base as new issues arise or when new software / hardware is implemented. Is service desk staff receiving all necessary training and reinforcement? Is your service desk software up to date, and are there efficiencies available through modules that no one is using? Do you know your service desk’s real costs – both direct and indirect – and are they monitored annually to create rational budgets? Many hospitals do not understand all their service desk costs, including hidden expenses such as non-ticketed support time, equipment replacement, knowledge base maintenance, training time, team incentives, turnover, poor coordination with EHR vendors, and more.
We are offering your hospital a free cost-benefit and overall productivity analysis of its service desk operation that covers these factors and many others. Our methodology utilizes detailed questionnaires, interviews and onsite examination, conducted sensitively by a Phoenix service desk management expert. You will be presented with an objective documented analysis. You will not be presented with a sales pitch.
If, after you receive our analysis, you want to discuss how we might help — either through consulting support or even outsourcing your service desk — great. If not interested, that’s okay too. We are not high pressure folks.
(We hope you will understand that we can make this offer only to individual hospitals with one service desk, as opposed to large multi-hospital systems. If yours is a two hospital system with one service desk, we can include you too!)
For the record, we are experienced in all major hospital EHR platforms, provide clinical support via experienced clinical systems experts. We also provide patient portal support, and desktop, network monitoring and other infrastructure support. We are 100% referenceable.