The proliferation of EHRs and many new technologies in hospitals is putting ever more demands on service desks. With increases both in caller traffic and the complexity of users’ issues, new service desk costs, some of them hidden, are hitting hospital budgets hard. Yet many hospitals do not realize how much they actually spend on their service desks. This assessment tool will help you unearth that data, and very likely enable your service desk to be more cost effective and better manage your costs. Special bonus: you may even make your clinical staff happier with IT!
Phoenix’ President, Ron Gue, and Justin Coker, our Director of Technology, have published a guide that analyzes the contributors to hospital service desk costs — focusing both on direct and and indirect costs. The report offers hospital CIOs or CFOs a framework for an internal cost assessment and analysis. Obvious costs such as salaries, software, hardware, and communications costs are covered, but we go deeper into the hidden costs of running a service desk, like on-call and overtime pay, furniture wear and tear, equipment repair and maintenance, adequacy of knowledge base, turnover, space, training, adequacy of SLA performance and much more.
Service Desk performance impacts healthcare operations hospital-wide. It’s also a key factor in the medical staff’s satisfaction with your EHR and other systems, and the IT department overall. It has never been more important to ensure that your Service Desk is operating optimally and cost-effectively.