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S L Fritz Consulting LLC

Enterprise Application Consultancy

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Help Desk


The ability to understand the implementation and daily operations of an electronic medical records solution requires an acute grasp of the usability of the solution.  Working in conjunction with scheduled downtime, applications outages, and accessibility issues provides for an organized ability to meet the needs of the user community.  Providing the support staff with break-fix and corrective action tools is key to satisfaction and adoption of the solution.

The construction of the EMR must stay pace with the eventual production environments.  A well trained help desk, equipped with a full array of tools will keep the user community from circumventing the utility of the EMR solution.

 

Five frameworks are necessary to meet the support requirements;

 

  1. Knowledge based documentation of the designed solution
  2. Content sensitive information on how to get the user back on line – break-fix scenarios
  3. Ticket avoidance scripts to talk the user through a thorough understanding of the outage
  4. User orientated self-help activities like password resets and printer driver installation
  5. Technical interaction to facilitate device configurations like access to in house printers

 

The use of evolving tactics is needed to keep pace with a maturing user community.  Issues trending, top ten remedies, and go-live real-time rapid-response capabilities are a few operating requirements.