Mercy Memorial Hospital Selects CareTech Solutions to Provide Service Desk Support to Physicians, Nurses, and Hospital Personnel

CareTech Solutions (www.caretech.com) an information technology (IT) and web products and services company, is providing a comprehensive healthcare help desk solution to Mercy Memorial Hospital System of Monroe, Michigan (www.mercymemorial.org). CareTech also implemented a custom Service Request Catalog designed to control, coordinate and automate all service requests at Mercy. The systems were implemented in 30 days.

CareTech has been providing increasingly sophisticated help desk solutions to its healthcare clients for nearly ten years. The 24x7x365 advanced Service Desk, staffed and operated out of CareTech's Troy, Michigan headquarters, is an integral part of CareTech's Contract Support Center, which also provides integrated network operation services.

"Our hospital systems have increased in complexity and importance in caring for our patients. CareTech provides our clinical staff with easily accessible technical support twenty four hours a day," said Annette Phillips, CEO, Mercy Memorial Hospital.

CareTech's Service Desk differs from traditional help desks in some very key ways. Its delivery model allows client hospitals to access scalable Service Desk solutions providing specialized services, world-class technology, and healthcare-savvy staff. Industry-certified professional support analysts are trained in the highly specialized clinical and business software applications running in today's hospitals. Analysts deliver a superior level of customer service through their healthcare specific experience, typically resulting in a higher rate of first call resolution.

The Service Desk staff also employs a framework of best-practices, as defined by the Information Technology Infrastructure Library (ITIL), and acts as a single point-of-contact for all IT issues and requests. In some instances, this approach, along with a number of advanced technologies that allow analysts to proactively monitor client infrastructure and application performance, allows CareTech's Service Desk staff to diagnose issues before they even result in the need for a call from the hospital staff.

"CareTech's ability to successfully implement in 30 days was fantastic. We needed a top notch service desk to lay the ground work for all future initiatives," said Bruce Kelly, CIO, Mercy Memorial Hospital.