eBook excerpt
IT service desks are undergoing a profound transformation that is propelled by a fundamental change in perspective. Traditionally confined to resolving technical issues, IT service desks are now central to a healthcare organization’s ecosystem. Their role is pivotal in ensuring the seamless integration of technology into patient care, operational efficiency, and overall healthcare delivery.
Modern healthcare demands IT service desks possess both technical prowess and clinical expertise. It’s no longer enough to address incidents. IT service desks must become strategic partners in healthcare ecosystems. How does an organization make that shift? This eBook explores ways to navigate the paradigm shift, providing healthcare organizations with a roadmap to unlock the full potential of their IT service desks and improve the experiences of all involved with technology at your organization.
Navigating the Landscape of Healthcare IT Operations
In-house IT teams were once focused on keeping technology running, but innovation has led healthcare IT (HIT) leaders to adopt more strategic focus. However, this shift poses challenges for IT teams, prompting them to seek support from outsourcing partners to balance operational demands, resourcing and talent needs, and innovation
Why Outsourcing IT Operations Makes Sense
Outsourcing is not a new concept in hospitals, which have a history of outsourcing various functions, from dietary and laundry services to clinical functions like lab and pharmacy. The rationale is simple. A hospital should be renowned for patient care, not necessarily for managing auxiliary services.
In the realm of healthcare technology, the questions arise: Is healthcare IT so different? Has outsourcing become a strategic imperative? The answers are found in the catalysts driving outsourcing decisions.
| Cost Efficiency and Financial Drivers: The need for cost efficiency and scale becomes a tipping point for outsourcing, especially when expanding an IT team or investing in certifications for operational IT services divert resources from strategic projects.
| Demand and Workforce Challenges: Resource and budget constraints, coupled with a shortage of specialized skillsets, make it challenging for in-house IT teams to deliver enhanced healthcare technology services.
| Employee Experience: Being equipped to provide assistance and relief to a frustrated clinical system user is a source of pride for clinical service desk analysts. Given the right resources, they report feeling a part of enabling patient care which is why many are drawn to work on a clinical service desk and what goes far to keep them engaged.
| Service and Talent Expectations: The high expectations set by retail and online experiences trickle down to healthcare organizations and their IT teams. While delivering excellent service, these teams are often overwhelmed by the workload.
The Human Side of IT Support
No matter how advanced our technologies become, healthcare and its operations are still very much driven by human decisions. This section delves into the service desk models that define modern IT service desks, and the benefits to stakeholders across the healthcare ecosystem.
- Traditional Service Desk. The foundational model is focused on resolving technical issues, managing user inquiries, and ensuring the smooth operation of IT systems. It serves as the first line of defense for general IT support and may be staffed with on-site personnel.
- Virtual Service Desk. Leveraging remote capabilities, this model extends the reach of IT support, catering to geographically dispersed users and providing 24x7x365 support. It emphasizes accessibility and prompt issue resolution through remote assistance.
- Specialized Service Desks. Tailored to specific needs, these service desks address unique requirements such as application support, hardware troubleshooting, and user training. They provide targeted expertise to enhance efficiency.
- Integrated Service Desk. A holistic approach integrates various support functions, including IT and clinical support, to provide end-to-end solutions. It ensures a seamless user experience by addressing diverse needs within a unified framework.
Benefits of Healthcare Specific Service Desks
A well-executed service desk that is designed to meet healthcare specific needs results in operational efficiencies that benefit everyone involved in the delivery of patient care.
Evolution Strategies for Your Help Desk
What’s next for your organization’s IT help desk? Consider these strategies as you evaluate your current state and outline a roadmap that will help you unlock the full potential of your IT service desk.
Upskilling the Workforce: A Critical Imperative
How can your help desk agents keep up in the evolving landscape of healthcare IT? Upskilling the workforce is essential so that they can add value to every support scenario. Strategies include:
- Continual Training Programs. Keep IT professionals updated on the latest technologies and best practices.
- Certification Programs. Encourage and support staff to obtain relevant certifications.
- Cross-functional Training. Develop multi-skilled professionals capable of handling diverse IT challenges.
Developing Strategic IT Partnerships
Different types of partnerships enable healthcare IT service desks:
- Vendors. Consider using vendors for specialized support technology and tools for help desk operations.
- Consultants. Engage third party consultants for strategic assessments, roadmap development or IT planning.
- Knowledge Sharing. Collaborate to facilitate knowledge exchange and innovation.
- Outsourcing Partner. Scale IT support services with a managed services partner that you can collaborate with and trust to help your organization evolve healthcare IT support.
For more information about clinical expertise and the future of IT service desks, download the full eBook.
