08.21.2019

Build the CyberSecurity Culture Your Hospital Needs, Part 1: Strategic Essentials

Hospitals are overdue. Their affirming HIPAA compliance is one thing — a very good thing — but it’s not enough to protect them from the dangerous cyber attacks the healthcare industry experiences every day. A giant leap from basic regulatory compliance to the challenging achievement of a genuine cybersecurity culture is needed. Healthcare workers must become highly sensitized to identifying the risks of criminal or inadvertent compromise to valuable personal, patient and organizational data, and then understand how to overcome potential threats effectively. Even with institutional policies, security officers, training programs, and technology-based security protections in place, many individuals continue to make poor decisions that expose important data to extreme risk of compromise and theft.

Your staff, executives and vendor partners must arrive at the point when they’re no longer learning about dangers and protections but have actually incorporated this knowledge into their mindsets and daily practice. Most security professionals know this is easier said than done. Twenty years from now, perhaps consistent security awareness will be second nature for healthcare workers, as it already is for most bank employees — without learning hard lessons from painful breaches first.  Let’s talk about how a transformative cybersecurity culture can be built proactively, starting today, instead of waiting until the worst happens to your hospital.

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08.7.2019

Transform Your Hospital Service Desk into Stellar Support That Physicians Actually Appreciate

Today, well-managed hospitals have learned that the impact of EHRs and other computer systems is at least as significant to hospital staff — in particular, clinical users — as it is to the institution’s technical infrastructure. Many hospitals have not yet incorporated a knowledgeable, dependable clinical component in their service desks, to the frustration of physicians.

Historically, physicians have not been strong proponents of EHRs and they still aren’t in far too many institutions. Oft-labeled “helpless desks” designated to provide system support but don’t adequately meet physicians’ needs are the last straw for many.  Quality of medical care and overall physician satisfaction with the IT environment hangs in the balance. Isn’t it time for your service desk function to catch up with today’s hospital systems complexities?

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05.23.2019

From the #One Ranked Hospital IT Outsourcing Firm: a Free Service Desk Assessment

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. (more…)

04.18.2019

The Best Hospital CIOs Offer Superior Service Desks That “Wow” Their Users

Given the information technology revolution within hospitals today, how your Service Desk analysts handle physicians and other users is more critical than ever. Disruptive trends such as ever more sophisticated EHRs, widespread use of devices and apps, and the growth of cloud-based services should not equate to disrupted customer service. Yet this often happens, as over-stressed CIOs with tight budgets overlook or delay upgrading user support in the heat of new implementations and more “executive level” responsibilities.

Your Service Desk is the face of IT for your users.  If the Service Desk is lacking, the entire IT department will be seen as lacking. Let’s talk about preventing this ugly scenario and making you and your IT staff heroes.

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04.11.2019

From the #One Ranked Hospital IT Outsourcing Firm: a Free Service Desk Assessment

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. (more…)

01.24.2019

Second-Rate Desktop Support is Common, Needless and Very Fixable

Sad but true. We all love our laptops, the technology sidekicks that we use for seemingly everything, and tweak with our own idiosyncratic brands of organization, file names and passwords. So, handing over a suddenly uncooperative or erratic laptop to your hospital’s IT staff for repairs — whether physically or through remote intervention — can be unnerving and for some of us, close to panic producing.

Why such apprehension? Because we’ve all had bad experiences with PC support.  We know something insidious is going on inside that laptop, but we don’t want an outsider to muck it up even more — or put us through frustrating days of confusion and non-productivity. Such experiences are unnecessary. If your hospital’s users are reluctant to use the IT department’s PC support team, then it needs to up its game. And it easily can.

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12.24.2018

How Patient Portals Can Do Much More for Healthcare Quality and Costs – Part 1

This is the first in a two-part series on how to make the most of patient portals to improve patient engagement, and simultaneously improve care management and financial outcomes. Thanks to the PolitDoc Team for their permission to publish excerpts from their recent post.

The implementation of Meaningful Use sent providers scrambling to implement patient portals to provide patients access to their health information — AND to reap the program’s financial incentives.  Unfortunately, many providers set up portals only as a compliance measure, without considering how patients and overall healthcare could benefit from them.  By not applying thoughtful patient-oriented design and functionality, these providers are missing a significant opportunity to enhance patients’ experience and to improve both clinical and financial outcomes. And so only about 20 percent of patients actually use portals, Mary Pratt writes in Medical Economics, and lack of vision, poor design and insufficient functionality are big reasons. Why must this change?

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12.12.2018

Hospitals’ Tech Support Is Getting Worse. Why, and What’s the Prognosis?

Many hospitals are undertaking major transformations of their technical support functions, according to a brand new study by Black Book Research. What’s the urgency about? Poor support quality…sub-par results that are reportedly even worse than last year’s dismal numbers. Sixty percent of hospital IT leaders say that EHR vendors and third party outsourcers are falling short of tech support expectations.

How is this phenomenon impacting patient care? What are the reasons for such inferior support? And, what steps are hospitals taking to receive the results they need?

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11.27.2018

The Top Ten Symptoms of a Very Sick Service Desk

If your hospital is suffering from at least two of the following pain points — because of IT service desk (help desk) issues — it’s time to review your IT support practices, procedures, service levels, and overall user satisfaction. These issues are not just painful; they can dangerously threaten the quality of your patients’ healthcare. Physicians and other clinical staff cannot afford the operational risks of poor IT service desk support.

Outstanding service to users should be a given — provided by a qualified, high-achieving, dedicated service desk group. Unfortunately, many hospital IT departments spread service too thinly across their staffs, often working on so many major initiatives that user support suffers. In healthcare, service is everything, whether it’s patient care or supporting the physicians and clinicians who provide it. Consider these common symptoms of a service support system that may be harming as much as it is helping. Or worse. Maybe it’s time to renovate your service desk.

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10.17.2018

Great Hospital CIOs Must Offer “Wow” Service Desks That Are Well Above Industry Standards

Given the information technology revolution within hospitals today, how your Service Desk analysts handle physicians and other users is more critical than ever. Disruptive trends such as ever more sophisticated EHRs, widespread use of devices and apps, and the growth of cloud-based services should not equate to disrupted customer service. Yet this often happens, as over-stressed CIOs with tight budgets overlook or delay upgrading user support in the heat of new implementations and more “executive level” responsibilities.

Your Service Desk is the face of IT for your users.  If the Service Desk is lacking, the entire IT department will be seen as lacking. Let’s talk about preventing this ugly scenario and making you and your IT staff heroes.

(more…)