|[January 31, 2013]
Leading Healthcare IT Solutions Firm Sees Dramatic Increase in Outsourced Helpdesk Utilization
TROY, Mich. --(Business Wire)--
CareTech Solutions, an information technology (IT) and Web products and
services provider for more than 200 hospitals, today announced that use
of its Service Desk service increased by 75% in 2012. This
industry-leading clinical help desk solution provides real-time IT
support to clinicians and other staff from support analysts that are
trained on all major hospital clinical and business information systems.
CareTech added five new Service Desk clients in 2012 with the most
recent being Boulder Community Hospital and New York Hospital Queens.
The company attributes the increase in utilization to a combination of
clinicians coping with a steep learning curve related to the adoption of
new electronic health records (EHR) and other clinical systems, and the
fact that IT resources are increasingly being deployed to a growing list
of strategic initiatives, including implementing and integrating new
clinical systems (including EHRs), connecting to community HIEs,
security enhancements driven by regulatory changes ICD-10 and more.
"Today's IT departments are overwhelmed with overseeing implementations
of EHRs and other electronic systems; and the demands of initiatives
like ICD-10, Meaningful Use and audit compliance only increase their
workload," said Jim Giordano, president and CEO, CareTech Solutions.
"This has created a perfect storm where there is more technology being
implemented than can be supported by in-house resources, and more demand
than ever for support and fewer resources available to provideit. The
fact that our teams are up to speed with the latest systems and
requirements has driven the demand for our services through the roof in
the last year."
CareTech introduced Service Desk in 2008 in response to an industry need
for highly-specialized help desk support. As organizations continue to
transition to an increasingly electronic healthcare environment,
fostered by government regulations like the HITECH Act and Meaningful
Use, seamless IT adoption depends on a high level of rapid, responsive
support. CareTech's trained analysts provide value to clinicians and
hospital staff by making it easier to use these technologies in order to
provide quality, compliant patient care.
"Clinician support calls have definitely increased and are more involved
at our organization since the implementation of our EHR system last
year," said Linda Minghella, CIO, Boulder Community Hospital.
"CareTech's team is familiar with all the systems we use, is well
trained as support professionals, and they are getting our clinicians
back to treating patients faster and more efficiently than we ever
Features of CareTech Solutions Service Desk include:
Trained and certified support analysts based in the U.S. and available
Scalable operation (500 to 20,000 calls per hospital per month)
Performance metrics tracking and reporting
Trend analysis to understand problems and reduce call volumes
Proactive infrastructure and applications monitoring
About CareTech Solutions
CareTech Solutions is an information technology (IT) and Web products
and services provider for more than 200 U.S. hospitals and health
systems, creating value for clients through customized IT solutions that
contribute to improving patient care while lowering healthcare costs.
From implementing emerging technologies to supporting day-to-day IT
operations, CareTech offers clients expert health
information technology services earning it the 2008, 2009, 2010, and
2011 Best in KLAS award for IT Outsourcing (Extensive) and 2012 partial
outsourcing as ranked by healthcare executives and professionals in the
respective annual Best in KLAS Awards: Software & Services" report.
For more information, please visit www.caretech.com.
[ Back To TMCnet.com's Homepage ]