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Background:
Ireland's leading private healthcare group, Mater Private
Healthcare, has been combining world class medical facilities and
world leading health professionals in Ireland for many years.
Renowned for excellent healthcare services, Mater Private Healthcare
offers a wealth of medical expertise, boasting some of the most
technologically advanced facilities in Europe.
The Group currently consists of a private 202 bed Hospital in
Eccles Street, and two public/private joint ventures in Limerick and
Dublin. The hospital's track record of innovation in Irish
Healthcare is unrivalled. Since the hospital opened in 1986 it has
been at the cutting edge of the latest developments in medicine
which has made a significant difference to the lives of many
patients undergoing treatment.
The Mater Private Hospital is regarded as one of Europe's leading
interventional Cardiology Centres. It has 17 Cardiologists who
between them operate two fully equipped Cardiac Catherisation
Laboratories on a full time basis. The hospital is the only facility
in Ireland offering 24 emergency access to interventional cardiology
facilities. The hospital is also one of Ireland's leading oncology
centres.
Situation:
The IT department is responsible for ensuring the hospital's
computer system is running efficiently. Managing patient information
is critical, and the IT department is looked to to ensure that
problems are resolved as quickly as possible. The department needed
an issue tracking system to track and manage the IT requests that
arose within the hospital. The previous manual system did not allow
an efficient way to time resolutions or identify and escalate
critical problems.
Strategy:
The Mater Private Hospital chose the Novo Customer Support Suite,
which bundles the Novo Help Desk with the Novo Knowledge Base. The
installation and deployment were very straightforward. Within a very
short period of time the IT staff were creating tickets to log
issues. The department also loaded the knowledge base with answers
to common IT issues, so hospital staff could help themselves,
providing them with quicker answers and taking an additional load
off the IT department.
Results:
The utilization of the Novo Customer Support Suite had been
a great success. The department especially likes that they can now
easily track project status, flag problems and assign
responsibility. The IT department states that "the department
is running much better".
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