Mercy Memorial Hospital selects CareTech Solutions

Feb. 2, 2010

Troy, MI January 28, 2010 – 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.

www.caretech.com

Sponsored Recommendations

ASK THE EXPERT: ServiceNow’s Erin Smithouser on what C-suite healthcare executives need to know about artificial intelligence

Generative artificial intelligence, also known as GenAI, learns from vast amounts of existing data and large language models to help healthcare organizations improve hospital ...

TEST: Ask the Expert: Is Your Patients' Understanding Putting You at Risk?

Effective health literacy in healthcare is essential for ensuring informed consent, reducing medical malpractice risks, and enhancing patient-provider communication. Unfortunately...

From Strategy to Action: The Power of Enterprise Value-Based Care

Ever wonder why your meticulously planned value-based care model hasn't moved beyond the concept stage? You're not alone! Transition from theory to practice with enterprise value...

State of the Market: Transforming Healthcare; Strategies for Building a Resilient and Adaptive Workforce

The U.S. healthcare system is facing critical challenges, including workforce shortages, high turnover, and regulatory pressures. This guide highlights the vital role of technology...