| Cascade Valley Hospital &
Clinics
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Background
For over ninety years, the Cascade Valley Hospital (Formerly North
Snohomish County Health System) has been providing health care
services for the communities in northern Snohomish County,
Washington. Their team of primary care physicians, specialists, and
allied providers is dedicated to bringing the community excellent,
friendly health care close to home.
Providing excellence to the community requires having
state-of-the-art systems for their IT as well as their medical
equipment. Issues involving network and hardware breakdowns must be
resolved quickly to ensure the best in patient care and employee
productivity.
Situation
The hospital’s IT Department is responsible for managing all of
the computer and peripheral systems for the main hospital and
clinics . As systems needed repair, paper work orders were sent to
the IT department for processing. These work orders would be
manually organized and distributed for processing. The process was
labor intensive and limiting to the IT department, who had to manage
each task by hand.
Strategy
A system was needed to organize, track and manage the trouble
tickets for the IT department so that tickets could be quickly and
properly routed for processing. The Cascade Valley Hospital &
Clinics selected the Novo Help Desk Software as their issue
management solution. With the new ticket tracking system, issues are
now called in or emailed to the IT department where a ticket is
logged into the system. Once entered in, the issue is “in the
system” where it is routed, tracked along the way to resolution.
Issues are now organized in a central location where they can be
managed at a glance.
Results
The Cascade Valley Hospital is having great results with the Novo
Help Desk System. Now when a ticket comes in it is immediately
routed to the proper IT individual for processing, saving time and
reducing the backlog. Cascade Valley Hospital & Clinic feels
that” the software has been a great tool for the IT department –
problems are resolved more quickly and down time has been reduced”.
Also, problems are now reliably tracked for management
administration and reporting.
One of the beauties of the Novo Help Desk system is its
flexibility. At the present time tickets are entered into the system
by the IT department, but future plans include launching the system
department wide, where each department can enter its own tickets.
Flexible settings will allow for an easy transition to department
self help administration
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