1 Is It Time for a Clinical Help Desk? Christopher Downs Director, Account Management Cancer Treatment Centers of America Danielle Sun Manager, Clinical Systems Detroit Medical Center DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily represent official policy or position of HIMSS.
2 Conflict of Interest Disclosure Chris Downs, MBA, PMP and Danielle Sun Have no real or apparent conflicts of interest to report HIMSS
3 Learning Objectives Recognize the difference between a traditional IT help desk and an advanced clinical help desk Discuss how advanced help desk support can lead to better clinical information system adoption and physician satisfaction Identify the factors that go into the total cost of support, including the consequences of inadequate support Discuss the enablers of a clinical help desk highly-trained analysts, best practices and advanced toolset that raise the bar on traditional IT help desk 3
4 Cancer Treatment Centers of America (CTCA) Fast Facts Five hospitals nationwide Additional facilities to come CTCA is a destination hospital 90% of CTCA patients are self-referred 70% travel from a different state, traveling approximately 514 miles to receive treatment Patients we serve Treated, on average, at 2.4 other hospitals 79% have Stage III or IV cancer 66% are malnourished when they arrived 50% have received treatment elsewhere 4
5 Detroit Medical Center (DMC) Fast Facts Part of Vanguard Health Systems, consisting of five regions and 28 hospitals One of America s pioneer ACOs Eight hospital academic health system $4.3 billion gross revenue More than 2,000 licensed beds 3,050 physicians;1,300 medical students and 1,029 residents and fellows More than 15,000 employees 374,000 ED visits 8,700 births 60,000 surgeries 5
6 6 Current State Help Desk In house May not be available 24x7x365 Several numbers to call depending on what/when help is needed Low first call resolution rate Little/no metrics reporting Vendor-managed May be off-shore Little/no expertise with hospital environment Low first call resolution rate The Bottom Line Inefficient front line support models are no longer good enough There are opportunities for improvement!
7 The Cost of Lagging Behind in Support Contributes to poor system adoption Devalues IT investment Potential regulatory compliance issues Unmet quality and patient care objectives Low user satisfaction Poor customer experience May resort to workarounds Misallocation of IT resources Costly application resources filling Level 1 requests Project/other work suffers Direct and indirect costs inevitably go up 7
8 What Our Customers Really Want Quick, accurate answers so they can get back to work! 8
9 9 What s Driving Accelerated Support Needs? A changing operating model - the new realities of the healthcare marketplace More systems in play Becoming more focused on, not only clinicians, but patients Regulatory environment Meaningful Use, patient portals, etc. Consumer expectations Hospital IT systems should be always on Number of devices Both count and type PCs, tablets, Smart phones, etc. Support cost structure Pressure to reduce costs and align tasks to skill levels
10 Future State - the Clinical Help Desk What s the difference? Single Point of Contact One number to call for all IT problems and requests Trained and Certified Analysts Knowledge Management Clinical and Business System Support Proactive Monitoring Metrics and Reporting Expert 24x7x365 support of clinical processes and IT systems specific to your environment Content rich clinical and technical data specific to your IT systems for rapid problem resolution Physician and clinician support through all aspects of clinical and business system use Prevents or stops problems in their tracks, often before users are aware Customer satisfaction and service performance data for continuous improvement 10
11 First Call Resolution - Critical success factor Gets callers back to work quickly Reduces costs First Call Resolution Powerful customer care metric 11 Improves quality
12 12 First Call Resolution - Key enablers Trained and certified analysts Healthcare industry systems and processes Customer service and quality assurance Account-specific process training Advanced toolset Remote device management Access caller s device remotely Fix problems and/or instruct caller on how to issues Knowledgebase Clinical and business applications Always expanding Workflow management Service request, asset management, survey tools
13 13 Clinical Service Desk in Action - Analyst View (video)
14 When There s a Problem Well-defined escalation process Notify key stakeholders for all high-severity issue 14
15 15 Metrics Reporting - What you should measure and why
16 16 Why Consider a Clinical Service Desk?
17 17 Advanced IT Needs Advanced IT Support What you should expect
18 What about Cost? - Consider total cost of ownership A clinical help desk: Can be the most cost-effective and successful solution Often budget neutral or less expensive than a traditional help desk Helps avoid direct and indirect costs associated with the traditional help desk Misallocated, costly IT resources Misuse of clinical/administrative staff (creating IDs, etc.) Poor system utilization Low caller satisfaction and more 18
19 What about Cost? Cost per resolution based on severity level 19
20 What about Cost? - Owned versus outsourced 20 Savings Compared to Customer Owned scenario can vary based on SLAs, call patterns, duration, complexity and type of call * Data from - Enterprise Support Solutions
21 Cancer Treatment Centers of America Service Desk 21
22 Where We Started Outsourced to global, multi-vertical help desk vendor Service not delivered as promised Delivery not aligned with CTCA business goals/mission/vision Began search for new help desk partner Dissatisfied end users Lack of performance reporting or tracking Service not viewed as critical clinical partner No visible return on the investment 22
23 Making the Right Choice for CTCA IT help desk transformation a FY12 strategic priority Help desk function not a CTCA core competency Pursued new outsourcing arrangement Selected new vendor partner Healthcare-specific focus Cultural fit Skilled analysts who understand CTCA s clinical environment Advanced toolset 23
24 Partner Selection - A closer look IT guiding principles / strategic filters 24
25 Aligning Service Desk Support Performance requirements Ensure a live voice without extensive waiting period Receive answers and corrective action while on the phone Be served by customer service folks that provide the Mother Standard of Care Enable downstream support by ensuring data is complete, accurate, and distributed to the right 2 nd level analysts to ensure issues can be addressed in a timely basis 100% up-time required 25
26 In Pursuit of Gold - What it takes to get there Engage in positive, visible change Appointed on-site client liaison Established communication; held regular on-site meetings Built bridges with IT staff Solved user problems/requests in a timely, consistent manner Changed the culture, one satisfied user at a time Expect some learning curve Initial challenges and corrective action 26
27 27 Performance Metrics - Are users satisfied?
28 Service Excellence - Continuous improvement efforts Advanced access provisioning Gets new employees up and running quickly Improves IT/hospital staff productivity Reduces costs Streamlines processes High satisfaction level 28
29 Clinical Service Desk Maturity Model CTCA 29
30 CTCA s Future State - What we re striving for Satisfied end users Service viewed as a critical clinical partner Rigorous performance reporting or tracking Measurable return on the investment 30
31 Detroit Medical Center Service Desk 31
32 Aligning IT and Business Goals 32 One of the largest U.S. healthcare systems to reach HIMSS Analytics Stage 6 100% CPOE; 100% medication scanning Places significant emphasis on its EMR Rolled out system-wide in 2008 Keeps clinical teams connected to the common goal of patient safety and improved care Recognized that an advanced IT support model focusing on clinical applications was the key to: System adoption Meeting patient care goals Realizing the full benefit and value of its IT investment
33 Advanced Clinical IT Support - A critical priority DMC put in place an advanced clinical Service Desk Clinicians can count on high-end service 24x7x365 Staffed by analysts with a deep knowledge of the hospital s clinical environment Key part of DMC s holistic view of service delivery Currently supporting HIMSS Stage 6 clinical systems environment 178 active business and clinical applications 3,050 physicians; 1,300 medical students and 1,029 residents and fellows Approx. 250,000 annual help desk contacts 33
34 34 Typical Support Queries Level 1 EHR Issues Password resets / account disabled Hung / frozen application sessions Patients not displaying in patient list Patient record not updating (non-interface) Patient record locked (non-med order profile) Printing issues / printer rerouting (all Cerner modules) Firstnet configuration Record resends How To process questions Modify a patient list Create a patient list Patient missing from patient list App bar customization Level 2 Problem Issues Application wide slow response/ freezing Database / server errors Duplicate patient records Patient record merges Data integrity issues Interface issues ADT / transactions failed Module / application enhancement requests
35 35 Clinical Service Desk in Action - Clinician View (video)
36 36 Performance Metrics - Are DMC users satisfied?
37 37 Service Level Agreement Management
38 Continuous Improvement Metrics reporting and proactive root cause analysis Identify issues, trends and need for improvement Conduct routine user satisfaction surveys Self-service Implemented automated forms to create efficiencies Reduced call volume and costs Focused analysts on clinical calls, not password resets, etc. Satisfied users Incident management Revised escalation protocols Escalated rapid notifications 38
39 Clinical Service Desk Maturity Model DMC 39
40 How We Got There Gained commitment from DMC senior leadership to invest in advanced IT support Working with a vendor partner who employs: Best practices Advanced toolset Support of all DMC clinical and business apps Skilled analysts who understand DMC s clinical environment On-going multimodal training Clearly defined SLAs Open lines of communication 40
41 41 When is the Right Time? - The sooner the better!
42 Thank You! Christopher Downs Director, Account Management Danielle Sun Manager, Clinical Systems 42
Lines of Business LOB #132: END USER SERVICES Department of Information Technology Purpose The End User Services LOB in the Department of Information Technology is responsible for providing direct technical
Services Hospital Solutions: Integrated Healthcare IT and Business Process Solutions that Achieve Breakthrough Results Hospital Solutions Overview Hospital Solutions Backed by more than 20 years of strength
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
Best Practices in IT Support Systems IMPROVING HELP DESK PERFORMANCE AND SUPPORT 12 Building the Case Creating a Robust Help Desk Environment As organizations increasingly rely on integrated electronic
Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the
FUTURE OF THE HELP DESK THE NAVIGATING THE PATH TO BUSINESS & IT INTEGRATION TABLE OF CONTENTS Page The Help Desk Evolution 1 Increasing Importance of Business/IT Integration 2 Top Future IT Issues 3 Steady
THE FUTURE THE HELP DESK OF NAVIGATING THE PATH TO BUSINESS & IT INTEGRATION TABLE OF CONTENTS Page The Help Desk Evolution 1 Increasing Importance of Business/IT Integration 2 Top Future IT Issues 3 Steady
Phoenix Health Systems Effectively Managing EHR Projects: Guidelines for Successful Implementation Introduction Effectively managing any EHR (Electronic Health Record) implementation can be challenging.
IBM Global Services September 2003 Reducing IT support costs through automated electronic end-user support. Reducing IT support costs through automated electronic end-user support. Page 2 Contents 2 Introduction
SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
empowersystemstm empowerhis TM Advanced Core Hospital Information System Technology Comprehensive Solutions for Facilities of Any Size ADT / Patient Registration System + Fully Integrated Patient Registration
Indeavr Remote Infrastructure Managed Services Companies expect continuous access to information from internal corporate data to the detailed statistics about its customer actions, including all the analysis
Evergreen Solutions Lowering the cost of EHR ownership As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the
Designing a Modern, Holistic ECM Strategy for Healthcare How ECM consulting helps healthcare providers thrive in an atmosphere of change. Executive Summary Today s healthcare industry is undergoing continual
Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May 2006 2006 by, Inc. 1 Table of Contents 1 INTRODUCTION...
Transforming Healthcare Delivery through Mobility Solutions A Solution White Paper - version 1.0 HTC Global Services HTC Towers, No. 41, GST Road, Guindy, Chennai - 600 032, India. Ph: +91 44 4345 3500
MEDSTAR HEALTH Centricity EHR Project Assessment/Optimization Presented by: MedStar Health Suzanne Carter, IS VP Customer Service Dawn Richmond, IS Director Ambulatory EHR Topics Background MedStar Health-who
KMG Healthcare IT Solutions Case Studies Introduction Key Management Group, Inc. is global healthcare IT solutions provider for practices, hospitals and medical centers. Our mission is to help businesses
Improving Safety, Quality & Efficiency with an Ambulatory EMR: Can it be done? Paula Spencer, PMP, CPHIMS Deborah Burgett, RN, MSHA DISCLAIMER: The views and opinions expressed in this presentation are
EBS Remote Infrastructure Managed Services EBS Ltd. 12, Mihail Tenev Str. 1784 Sofia Bulgaria +359 2 400 700 email@example.com www.ebs.bg IT departments are responsible for ensuring the performance and availability
Role of the CNIO in Nursing Optimization of the Electronic Medical Record (EMR) Mary Beth Mitchell, MSN, RN, BC CNIO, Texas Health Resources 1 Conflict of Interest Disclosure Mary Beth Mitchell, MSN, RN,
Customer Success Stories TEKsystems Global Services Establishing a Mature Identity and Access Management Program for a Financial Services Provider FINANCIAL SERVICES NETWORK INFRASTRUCTURE SERVICES INFORMATION
The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................
ADDENDUM 5 TO APPENDIX 4 TO SCHEDULE 3.3 TO THE Statement of Technical Approach for Help Desk Services Northrop Grumman s help desk solution will put in place the people, processes and tools to deliver
NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services: Removing the Complexities of Communications Network
Successful EHR Usage It s not about the bits and the bytes, nor the size of the practice. Practice culture drives EHR success. WHITE PAPER Successful EHR Usage It s not about the bits and the bytes, nor
Data Center Hosting: Build, Upgrade or Partner Tuesday, February 21, 2012 11 a.m. 12 p.m. DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily
AUDITOR GENERAL S REPORT ACTION REQUIRED IT Service Desk Unit Opportunities for Improving Service and Cost-Effectiveness Date: September 18, 2013 To: From: Wards: Audit Committee Auditor General All Reference
Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
Next Generation Business Performance Management Solution Why Existing Business Intelligence (BI) Products are Inadequate Changing Business Environment In the face of increased competition, complex customer
iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted
Data Sheet ShareNet Powerful Request tracking built on the ShareNet platform! The Novo ShareNet Cloud Platform is a powerful web and mobile application that can be used as a Solution to efficiently track,
GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Automating Service & Support with Voice Self-Service Automating Service & Support with Voice Self-Service The Changing
Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do
HEALTH INFORMATION TECHNOLOGY TRAINING GENERAL INFORMATION: Normandale Community College is now accepting applications for health information technology training. Normandale is among a group of 17 community
HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for
Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able
Greenway Customer Support SUPPORT POLICIES To deliver world class client experiences that delight each and every time we interact with our clients. INTRODUCTION Customer Support Our Technical Support Center,
The Dataa Governance Maturity Model This document is the copyrighted and intellectual property of RCG Global Services (RCG). All rights of use and reproduction are reserved by RCG and any use in full requires
Strategic Best of Breed Approach Ensures EHR Success Meta Health Technology Powerful HIM Solutions for over 30 Years Meta Health Technology Inc 330 Seventh Avenue New York, New York 10001 Tel: 800.334.6840
Connect The next level in Critical Environment Operational Efficiency 10-30% is the potential efficiency gain from optimized Data Centers and Critical Environments Operational Efficiency of Your Critical
Take Control of Your Purchased Services Spend: Best Practice Success Stories January 16, 2014 Presenters Laurie Clayton Regional Director of Contracting and Purchased Services St. Joseph Health Northern
RL Consulting IT Service Management The Role of Service Request Management Prepared by: Rick Leopoldi June 1, 2007 Copyright 2001-2007. All rights reserved. Duplication of this document or extraction of
Lessons Learned from Expanding the Boundaries of the EMR Phyllis Teater and Thomas Bentley DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily
Jocelyn Piccone, MHA, MA, CMPE DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily represent official policy or position of HIMSS. Has no real
Global Service Desk Superior end-user support for the Adaptive Enterprise HP Services The HP Global Service Desk is a cost-effective way to reduce the complexity of your IT organization while delivering
WHITEPAPER: Why Your EMR Alone Won t Drive Value-Based Care Whitepaper: Hospitals: You re Doing it Wrong, p. 2 Whitepaper: Why Your EMR Alone Won t Drive Value-Based Care Introduction You don t know what
Office Business Applications (OBA) for Healthcare Organizations Make better decisions using the tools you already know Page 1 A B S T R A C T Healthcare information is getting more and more difficult to
"Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?
ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.
Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive
Critical Success Factors of Project Management Planning Kathy Schroeder, RN, PMP, Senior Director, Tenet Healthcare and Liz Coffey, PMP, Service Line Executive, Global Services DISCLAIMER: The views and
Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services
EIGHT STRATEGIES FOR A SUCCESSFUL EMR IMPLEMENTATION BY PAM TAYLOR, SENIOR MANAGER, BEACON PARTNERS, INC. EIGHT STRATEGIES FOR A SUCCESSFUL EMR IMPLEMENTATION Your road to a successful EMR implementation
01 03 02 04 Breaking the Code to Interoperability Clearing the path to a true healthcare system 05 Executive Summary: To say that world-class healthcare and state-of-the-art technology don t automatically
WHITE PAPER INTEGRATED CLINICAL TECHNOLOGY: DRIVING CLINICAL OUTCOME, PATIENT EXPERIENCE by: THOMAS PECK, FACHE PRESENTED BY Copyright 2015 EmCare, Inc. All rights reserved. This publication may not be
SOLUTION WHITE PAPER BMC Manages the Full Service Stack on Secure Multi-tenant Architecture Table of Contents Introduction................................................... 1 Secure Multi-tenancy Architecture...................................
SERVICE DESK EFFECTIVENESS ELIMINATE RECURRING INCIDENTS 1 ELIMINATE RECURRING INCIDENTS Situation: A Service Desk typically handles about fifty tickets per day per thousand end users with a staff of about
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
A print infrastructure that guarantees efficiency, productivity and cost savings. Managed Print Services you can A Canon Managed Print Service genuinely manages your print environment to deliver significant
iworks healthcare Managed IT services SunGard s iworks HEALTHCARE: Managed IT Services Organizations around the globe face an array of critical issues in today s business environment. Economic conditions
SERVICE DESK EFFECTIVENESS SELF SERVICE REIGNS SUPREME 1 MAXIMIZING THE VALUE OF SELF SERVICE Situation: Flat IT budgets are putting pressure on Support teams to do more with less staff while still delivering
Why Data Governance Matters The Five Critical Steps for Data Governance Data Governance and BackOffice Associates Masterminding Data Governance 1 of 11 A 5-step strategic roadmap to sustainable data quality
Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate
SM SPOK HEALTHCARE CONSOLE Improving the Way Your Hospital Contact Centre Manages Critical Communications YOUR CRUCIAL ROLE IN PATIENT CARE If nurses need to contact clinicians about their patients conditions,
Experience the commitment WHITE PAPER The multisourcing approach to IT consolidation The proven commercial practice of multisourcing services integration can help state and local governments achieve IT
Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority
MANAGED SERVICES FOR NETWORKS DECISION MAKING GUIDE Brought to you by Extreme Networks Overview FACT Big data, Internet of Things, BYOD, and cloud-based applications are putting increased device diversity,
Four Years On: From HITECH to Optimization 2 Overview Healthcare Provider IT Marketplace and Impact of Last Four Years Calculating the ROI Associated with Healthcare IT Investments Establishing a Monitored
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
The Transformative Power of the Private Cloud: Why Your Organization Can t Do Without It March 2012 The Transformative Power of the Private Cloud: Why Your Organization Can t Do Without It 2 Introduction
KNOWLEDGENT INSIGHTS volume 1 no. 4 September 13, 2011 Client Onboarding Process Reengineering: Performance Management of Client Onboarding Programs In the midst of the worst economic environment since
Healthcare Provider Costs, complexities and regulations keep multiplying. Change the equation and improve quality care. Spend less time on processes. And more time on patients. Your number one priority:
BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,
GE Healthcare Practice profitability Centricity Practice Management Clear path to growth Your patients only know their office visits are hassle-free. Making appointments is easy. When they arrive, they
white paper: IT solutions Critical Success Factors in Selecting an IT Infrastructure Provider Start by Doing Your Homework....................................... 2 One Last Thing to Consider...................................................