Skip to main content

S L Fritz Consulting LLC

Enterprise Application Consultancy

Home  Healthcare Services  About Us  Contact Us  Client Gallery  Privacy Policy  Member Login  Site Map   
Patient Portal
Help Desk
Paper and Reports Managem
Patient Information Excha
MPI Clean Up
Business Continuity
Central Billing Office
Training and Education
Meeting Management
Infrastructure Build Out
Enterprise Data Hub
Change Management
Patient Relationship Mana
Accountable Care Orginiza
Behavioral Health
Project Issues Management
Workflow Analysis
Performance Enhancement P
Durable Medical Equipment
Ambulatory Services
Program Management Office

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.