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. 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
“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
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
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
to successfully implement in 30 days was fantastic. We needed a top
notch service desk to lay the ground work for all future initiatives.”
said Bruce Kelly, CIO, Mercy Memorial Hospital.
About CareTech Solutions, Inc.
CareTech Solutions, Inc., an information technology and Web products
and services provider for hospitals and health systems, creates value
for clients through customized solutions that contribute to improving
patient care while lowering healthcare costs. From implementing
emerging technologies to supporting day-to-day operations, CareTech
offers clients expert services across the entire patient data
CareTech Solutions is the 2008 and 2009 Best in KLAS award recipient in the IT Outsourcing (Extensive) segment, as ranked by healthcare executives and professionals in the Top 20 Best in KLAS Awards report.
Technology services – Web Products and Services – Document Imaging and
Management – CableCare™ structured cabling and wiring
For more information, please visit www.caretech.com.