Memorial Health Services Boosts Patient Care with Improved IT Management

MHS required a flexible, scalable, and efficient help desk solution that would also comply with HIPAA standards.

After reviewing several options, including FrontRange HEAT and BMC Magic, MHS chose BMC Track-It! for its superior customization capabilities, ease of use, and automated workflow features.

Implementation

Implemented in 1999, BMC Track-It! was operational within eight hours, revolutionizing MHS’s IT service management. The centralized system allowed for real-time tracking of assets and automated routing of help desk requests to appropriate technicians, significantly enhancing operational efficiency.

Benefits

BMC Track-It brought multiple improvements:

Workflow and Service Level Agreement (SLA) Management: {" "} Improved agent workflows and automated processes allowed faster resolution of IT issues.
Asset Management: Real-time tracking and automatic discovery of assets across all facilities improved the management of IT resources.
Compliance and Security: The system facilitated documentation of HIPAA security incidents, aiding compliance and improving incident response.
Remote Diagnostics: With the BMC Remote add-on, technicians could diagnose and solve problems remotely, reducing the need for onsite visits and thereby saving costs and time.

Outcome

Since adopting BMC Track-It, MHS has seen a marked increase in efficiency and problem resolution. The IT department now manages requests more effectively, with enhanced reporting capabilities providing insights into resolved and unresolved issues, and overall performance metrics. These improvements have significantly contributed to better service levels and increased customer satisfaction, which consistently scores above 95%.

Feedback

Carolyn Phinsee, Project Manager at Memorial Health Services, noted, “The BMC Track-It! the solution was far superior to other products we considered. The ease of use and customization were key drivers for our decision, and we realized the benefits immediately after implementation.”

Future Plans

Impressed with the results, MHS plans to continue upgrading to the latest versions of BMC Track-It! to leverage new features and ensure continued high service levels for their customers and patients.

MHS Upgrade To BMC Track-it For Enhanced It Service Management

Memorial Health Services (MHS), a leading healthcare network in Southern California, comprises six medical facilities offering a full range of services from rehabilitation to emergency care.

Before upgrading its system, MHS used separate Access databases across its facilities to track IT assets manually.