Service offers comprehensive, sustaining support for IT
JACKSONVILLE, Fla. – April 9, 2014 – HCI Group, a leading provider of information technology strategy and enterprise consulting services to health care organizations, today launched its HCIsustain service line. The HCIsustain service line is designed to provide long-term support to hospitals and health systems that have transitioned to electronic health records and are looking to maximize efficiency and minimize total cost of ownership. HCI Group also announced a five-year contract with a large San Francisco-based health system for HCIsustain.
“Looking to the future, when health care systems have universally instituted EHR systems, the industry focus will shift to supporting the EHR system. Even today, health system CIOs across the country are charged with making the most of that significant EHR investment while reducing costs,” said Ricky Caplin, CEO of HCI Group. “We have anticipated that need and responded with HCIsustain, a solution that combines industry best practices and technology to increase productivity while driving down incident volume.”
In a departure from traditional clinical service desk options, HCIsustain takes a full-service approach to long-term support. HCI Group treats support as a process, rather than just a clinical service desk offering. The process begins with an onsite assessment to understand an organization’s mode of operations. Next, HCI Group develops a customized solution to address identified pain points and incorporate best practices to drive incident resolution to the lowest cost common denominator. HCI Group then engages a 24/7 year-round remote team of on-shore, cross-certified personnel that works collaboratively with the organization to drive down incident volumes, align goals, establish process management and maximize efficiencies.
HCIsustain also incorporates incident management and business intelligence services, which give health system leadership real-time dashboard reporting. This intelligence is combined with HCIsustain’s proactive approach to process improvement using industry best practices and ITIL-aligned problem management principles to ensure continual service improvement.
Many organizations are challenged with reducing their ongoing support costs while improving quality of care. Facilities find themselves competing with the same EHR system customers in their geographical area to hire qualified resources for full-time positions. These health systems are forced to tackle overwhelming amounts of high ticket volume, which burdens the organization’s staff with daily incident management. Therefore, health systems lack the ability to work on projects that gain real value from the EHR system. HCIsustain gives health systems the freedom to focus in-house efforts on optimization and revenue generating opportunities.
HCI Group is debuting its HCIsustain line with a San Francisco-based health system that has four hospitals, seven ambulatory surgery centers and more than 5,900 employees. HCI Group quickly assembled and deployed a team of Epic-certified consultants, with both clinical and technical expertise, to provide 24/7 year-round on-shore remote support for the medical center’s clinical systems. As a result of HCIsustain, the health system now has a customized and improved delivery model that reduces the cost of health care and strengthens the organization’s support model via process analysis, business intelligence, incident lifecycle management strategies and effective knowledge management.
For more information on HCIsustain, click here.
