BACK-OFFICE Mananged Service – Configuration & troubleshooting

USAGE

You will have access to a dedicated team of solution architects and subject-matter experts (SMEs) to provide 1st and 2nd line support for calls raised to the trust helpdesk. We provide live EHR support to all departments across the healthcare organisation.

Sample helpdesk calls:

  • Clinic/Appointment type template change requests
  • User account maintenance and password resets
  • Publishing system favourites, preference settings and default views
  • Something isn’t working/Issue resolution
  • System performance issues – escalation to EHR supplier
  • Configuration and support

BENEFITS

  • Real-time (1st line) remote support service available to all healthcare and operational staff within the organisation
  • Tailored support services available based on individual client specifications
  • Robust support model and change control process
  • Mitigate potential clinical and operational risk by resolving backlog of client helpdesk calls using a strategic approach
  • Collaborate with an expert team with advanced problem-solving capabilities and upskill your existing back-office staff
  • Expertise in troubleshooting and resolving live complex issues

SCOPE

1st Line support

  • Troubleshooting – remote access to end user PC
  • Identification – is this a workflow or system issue?
  • Resolution – perform high-level fix or redirect call to appropriate team/2nd line support

2nd Line support

  • Business-as-usual (BAU) configuration changes
  • Complex troubleshooting and issue resolution
  • Additional support for existing trust back-office teams
  • Escalations to third-party EPR supplier (as required)
  • Change control process
  • Custom built (minimum dataset) clinic change management system
  • Immediate response for urgent requests
  • PAS configuration support
  • Displaced patients report