After the Fever Pitch, Prevent the “Helpless” Desk

When a hospital moves toward an EHR go-live date, activity spikes like an active pulse. From the moment officials sign on the dotted line, much is on the line — millions of dollars invested by the healthcare network and thousands of hours spent migrating to a new platform. The fever pitch is real.

After the go-live, that fever pitch doesn’t have to become a business headache. Many healthcare networks support newly installed EHRs by choosing a Managed Services partnership that helps them avoid errors, lower costs and focus on what they do best — optimizing their EHR.

Today’s enterprise EHR systems have raised the bar for the way health systems need to support broader populations of patients and employees. Instead of fielding familiar questions about resetting passwords and reformatting files, IT Help Desk personnel face dizzying questions about EHR features and functions.

According to a recent Kaiser study, a 21-hospital health system required 5,551 unique changes in the first six years following EHR implementation. The average hospital required 72 changes per month, affecting 135 EHR functions!

The well-intentioned IT Help Desk team members can feel more like the “Helpless” Desk, as they may be ill-equipped to handle these new changes. Unhappy end users, employee dissatisfaction, higher turnover and increased expenses are costly byproducts of using the same resources to meet elevated standards.

For IT staff members, for doctors and nurses across your health system, for patients now empowered with self-help EHR portal features, and for your organization’s reputation as a service provider, there is a smart answer. The right Managed Services partnership can completely support your EHR so your highly-skilled IT team is freed to optimize it.

To that end, HCTec supports 85 hospitals and about 1,000 ambulatory clinics. Our large Managed Services business unit acts as an extension of a hospitals’ IT department, providing 24-hour Tier I and II support delivered by a mix of HDI-certified and highly skilled U.S.-based staff in our remote application support centers. It’s part of our full-lifecycle approach to HIT business solutions.

During an average month, our 200-plus analysts professionally support about 45,000 EHR users and handle 1,600 service requests and 3,500 maintenance tasks. Meanwhile, our clients have time to concentrate on providing high-quality, patient-centric care.

The fever pitch of an EHR launch should end with peace of mind — more time to optimize, lower employee turnover and lower costs.

Let’s connect to discuss, or you can download our award-winning whitepaper.