In 2019, UI Health began it’s partnership with HCTec to enhance its healthcare IT services and better support its patient-centered mission. Seeking a partner that could help align their operations with a service-oriented vision, UI Health aimed to improve responsiveness to the needs of both patients and staff. By focusing on critical areas such as IT service desk and clinical service desk performance, HCTec provided scalable solutions, specialized expertise, and strategic leadership. This collaboration not only addressed UI Health’s immediate challenges but also laid the foundation for long-term growth and innovation in healthcare IT.
CASE STUDY
OVERVIEW:
The partnership with HCTec and UI Health formally began in 2019. When looking for a healthcare IT partner, the UI Health team desired a partner who could not only help to support their organization’s mission but could also execute upon a vision. Their vision was to be more attentive to the needs of their customers and clients, with the goal of becoming more service oriented.
CHALLENGE:
UI Health needed to improve their quality of service delivery, adhering to their patient-centric mission. At the forefront of their service delivery was their IT service desk, and clinical service desk. UI Health chose to partner with HCTec due to the scalability of services, economic advantages, and the availability of specialized skills.
Solution:
HCTec began by meeting with leadership teams at UI Health, analyzing areas of inefficiency and below standard delivery. The primary KPIs studied were speed to answer, first call resolution, and speed to resolution. HCTec provided UI Health with four main elements for IT service desk and clinical service desk success:
- HCTec and UI Health worked collaboratively to deliver knowledge articles for the service desk teams.
- HCTec deployed a dedicated team of agents to function as the UI Health IT service desk, and another team to function as their clinical service desk.
- HCTec deployed a dedicated Client Services Manager to be embedded in the UI Health team, acting as the liaison and source of knowledge into the HCTec team.
- HCTec and UI Health leaders meet monthly to ensure goals are aligned and objectives are met.
Results:
UI Health has seen an increase in overall customer satisfaction, due to their enhanced ability to deliver complete care as quickly as possible. Continuous improvement areas include documentation, routing, recurring quality sessions, and 24×7 live monitoring. In addition, with HCTec’s specialized clinical support team, UI Health clinicians can call and receive instant help regarding their inquiry.
Since 2019, HCTec has continued to support UI Health with their IT initiatives, including an EHR migration to Epic in 2020.
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