I.T. Solved Blog

Patient care is an integral part of the LTPAC workflow. Finding a way to distribute care across patient channels is difficult enough. But, what about employee care? All of those caregivers who are baked into the LTPAC architecture need access to quick, accurate IT support that allows them to continue to produce results, without unnecessary frustrations.

To provide this support, many long-term rehabilitation providers choose to implement a service desk or help desk to tackle those mission-critical IT problems. But, what's the difference?

What separates a service desk from a help desk?

Providing high-quality care to senior citizens requires around-the-clock vigilance on the part of long-term and post-acute care (LTPAC) providers. Information technology (IT) plays a critical role in the delivery of reliable care to seniors at LTPAC facilities. Unfortunately, patient care can suffer when LTPAC employees do not have access to a 24/7 IT help desk that truly understands the long term care and senior living environment. Below is a look at some of the signs that indicate that your facility needs to move to a 24/7 IT service desk and the key ways that immediate access to IT support can help your LTPAC facility gain a competitive edge in the marketplace.

Attracting the right talent, answering the phone and providing the right equipment is a great foundation to build a quality service desk. However, how you choose to develop the desk next determines your future - are you and your service desk team prepared to handle anything?

Have you ever called customer support, only to receive more questions than answers? Many times, customer service representatives don’t completely understand the inner workings of the caller’s company or daily life, leading to lengthy questions and over-explaining the issue. What if there was a program the representative could go through to gain a deeper understanding of the caller’s daily routine and struggles?

With the craziness of the holidays upon us, it may be easy for us to sometimes overlook all of the individuals behind the scenes. These are individuals who keep operations “up and running” for many of our 24x7 businesses during off-hours and help keep our clients satisfied by putting service first.

Are you wondering if we’re open on Christmas Eve, Christmas Day and the New Year holidays? The answer is: Yes, we are! Our dedicated Service Desk Analysts will be available at any time to assist you. The care you give doesn’t stop, and neither does ours.