Highlights
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The management team found that their existing IT service desk (an outsourced service provider) was failing to respond to the needs of hospital personnel.
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The service provider had zero understanding of the patients’ or clinical teams’ needs, which caused significant problems.
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It was a disaster time-wise. There was frustration across all departments.
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SysAid’s service desk was their #1 choice because it was so easy to configure to their needs. They got it up and running within a couple of days.
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It allowed them to streamline incident management and make the process so much less time-consuming for the nurses and other medical staff.
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SysAid enables clinical staff to log and monitor medication queries, which are automatically printed onto customized stickers for patient files.
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SysAid’s ITIL modules enabled them to identify huge volumes of such incidents and resolve them much more quickly by recording and managing incidents and requests separately.
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From an organizational perspective, the service desk is critical for saving time: they’re continually reducing the number of incoming tickets.
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With SysAid’s reporting capability, they’re able to track where requests are coming from, types of requests, and how long they’re taking to deal with them.
“SysAid is crucial for our organisation. From a clinical perspective, it means improved patient safety.”
