IT Support at the Countess. The Perfect Model?

(1)

IT

Support

at

the

Countess

(2)

Previously

Technical Support Helpdesk

Meditech

Helpdesk

3 Call loggers

1 Duty Technician

1 Technical Support Manager 1 Manager 1 team leader

(3)

General

Feelings

•Frustrated Customers •Lack of understanding of hospital needs (i.e. Labs can’t run without the PC)

•Limited / If any

communication between support teams

•No ability to resolve Meditech issues at first contact

•No ‘early warning’ of problems

•Long waits for

customers in the queue •Low first fix rate

(4)

What

the

user

got

User Calls with perceived Meditech issue

Meditech Helpdesk : No issue with Meditech : - ask user

to phone SD SD, not a PC issue, transfer to senior techy or Back to Customer to

ring Meditech Back Identified as a Network

problem User Calls SD

SD maybe ring customer back to inform when fixed ? User

(5)

What

the

user

got

(6)

What

the

user

got

informed

___

____

__

What

the

user

wanted

User Calls with perceived

Meditech issue Its fixed whilst they are on the phone

(7)

ACTION WAS NEEDED!

With the old model, there was no remit for IT staff to understand their end users

DID NOT see them as CUSTOMERS &

With the move towards paperless and more dependency on IT to deliver clinical care, it was CRITICAL to

increase the first fix rate and ensure clinicians had access to kit that worked.

We needed to change the focus from

(8)

What

did

we

do

The 2 Support teams were merged ‐ Physically

Service Desk support team trained in Meditech quick fixes ‐ SOPS

Meditech Senior analyst brought in as Service Desk Manager to continue

developing skills of Service Desk and take on the knowledge growth IT Surgeries : creation of a schedule where IT went round the Trust

checking the equipment on a regular basis. ( History showed that people

weren't ringing problems in)

Uniform with “ 5114 : If you don’t call it, We Cant fix it”

Trackers : showing full picture of calls / issues: enabling quick

identification of major issues

Shadowing : All Service Desk Staff got out and about understanding what

clinicians use IT for, and understand why they scream down the phone

Identification of what can be quick fixed , and training / SOPing

(9)

Previously

Technical Support Helpdesk

Meditech Helpdesk

3 Call loggers

1 Duty Technician

1 Technical Support Manager 1 Manager 1 team leader

(10)

The NEW model

A

Centralised

Helpdesk

:

Reduction

from

9

‐

5

staff!

2 More Informed Call loggers 1 Snr Technician 1 Service Desk Manger / Customer Liaison 1 Clinically focused Support

(11)

What

benefits

have

we

seen?

 Increased number of ‘first contact’ fixes

 Many Meditech calls can be fixed at first contact

 Less waiting time for customers

 Greater communication between teams enabling an ‘early warning’ system

 Greater understanding of impact on hospital

 More ability to do pro‐active work for both teams

 Improved utilisation of assets

 IT Surgeries, with real time training of common IT issues :‐resulting in less calls as

computers are maintained better The release of the 4 FTEs: ‐ Resulted in

 Met our CIP

 Quicker turn around time on non 1st contact fixes, due to more technicians in the

field

(12)

How have we proved this has been

successful?



77%

of

Customers

believe

it

has

improved

with

27%

believing

this

to

be

a

significant

improvement



10

elements

were

measured,

including

time

to

answer

call,

time

to

fix

call

and

knowledge

of

Service

Desk

.

ALL

showed

significant

improvements

With

(13)

What do the customers say!

 “I have certainly noticed a great improvement in the service desk and

would like to congratulate all those involved for providing such a brilliant

and efficient service”

 “Technicians are very helpful and achieve a high standard of quality in

their work ‐ an asset to the Trust”

 “Would just like to express my appreciation for all the help given by the

Service Desk to me personally and my team whenever we encounter a

problem. The last organisation I worked in whilst the staff were friendly

and helpful the problems were never resolved efficiently ‐ at COCH we get

both which is great. Thank you!”

 “Overall, I think the service desk staff are friendly, helpful, have a can‐do

attitude, don't treat you as if you are stupid even if you have been, get the

job done and are a credit to themselves.”

(14)

(15)

So

is

it

Perfect?

Definitely

NOT

:

Clinicians

are

gods,

they

want

Miracles

&

Mind readers!

(16)

But

we

have