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"Holzer needed an IT partner that could quickly resolve everything from clinical application questions to password resets," said John Allen, CIO of Holzer Consolidated Health Systems. "With CareTech running our help desk, the hospital IT staff can now focus on the integration and implementation of a new technology infrastructure, and new financial and clinical applications."
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"It's important to keep the support needs of hospital physicians, clinicians and staff in mind when deploying new applications," said Jim Giordano, president and CEO, CareTech Solutions. "When patient care is the number one priority, the last thing hospital administrators need is a staff frustrated with IT systems and procedures. CareTech's Service Desk was designed with the hospital staff in mind, featuring a clinical-application trained staff with a level one, first call resolution average of 97 percent."
CareTech Solutions Service Desk is staffed 24/7/365 with more than 100 client support analysts who respond to approximately 60,000 calls per month utilizing a proprietary information technology infrastructure knowledge base that supports all major hospital clinical applications including: Allscripts, Carecast, Centricity, Cerner, Epic, IDX, McKesson, Meditech, and Nextgen.
Other key features of the CareTech Solutions Service Desk include:
About Holzer Consolidated Health Systems
Since 1909, the name Holzer has been synonymous with wellness in the community. From the humble beginnings of a seven bed hospital first started in 1910, to the 266-licensed bed facility Holzer now has today. In addition to the main campus located in Gallipolis, Ohio, Holzer Consolidated Health Systems operates a 25-bed critical access hospital located in Jackson, Ohio, as well as, a comprehensive long-term care division comprised of Senior Care, Assisted Living, Hospice, Home Care and Extra Care Services. Boasting a comprehensive range of services, Holzer Consolidated Health Systems treats a multitude of patients each year while honoring the Holzer legacy and remembering the key message of Dr. Charles E. Holzer Jr., "The patient is the center of all we do." For more information on the services provided by Holzer Consolidated Health Systems to the communities of southern Ohio, western West Virginia and northeastern Kentucky, visit www.holzer.org.
About CareTech Solutions
CareTech Solutions, Inc., an information technology and Web products and services provider for more than 150 U.S. hospitals and health systems, creates value for clients through customized IT solutions that contribute to improving patient care while lowering healthcare costs. From implementing emerging technologies to supporting day-to-day IT operations, CareTech offers clients expert health information management services across the entire patient data lifecycle earning it the 2008 and 2009 Best in KLAS award for IT Outsourcing (Extensive) as ranked by healthcare executives and professionals in the Top 20 Best in KLAS Awards: Software & Professional Services report.
For more information, please visit www.caretech.com.
-- Services scalable to the size and scope of the hospital's needs; currently supporting clients with 50 to over 20,000 calls per month. -- Integration of hospital IT tools into a dashboard view for proactive monitoring of hospital infrastructure and applications. The dashboard enables Service Desk support analysts to immediately identify the call source, and proactively respond to early-detection system alerts. -- Monthly client reports covering Service Desk monitoring, system performance, service level agreement metrics, and general customer feedback. -- Customized service request tool to streamline internal processes and eliminate paperwork for routine requests such as system access, cell phone requisitions, pager tracking, general repairs and other incidents. -- Optional physician-only hotline. -- Clinically-focused support analysts based in the United States.
SOURCE CareTech Solutions
