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Customer Service & Help Desk for Electronic Health Records (EHR)
Giva Customer Service Desk Improves EHR Adoption
Government stimulus dollars, meaningful use, P4P, medical home, standards, penalties and other market drivers are incentivizing independent hospitals, ambulatory care facilities, health systems and regional health information exchanges to adopt EHRs or EMRs.
Despite their value, EMR / EHR adoption remains in the early stages of adoption (HIMSS). Given the painful deployment process, providers remain skeptical of the benefits. The purchase, set up and maintenance process for EHR or EMRs requires extensive research and due diligence, total staff commitment, intensive training, disruption to workflow and downtime, and full support from a dedicated vendor or health system. Most systems are not “plug-and-play” or fully useful to suit the needs of a physician practice after basic installation. Some modifications must occur in order to adapt the practice workflow to the basic EMR or EHR system.
EHR Critical Success Factor – User Support Begins with the Help Service Desk
Many case studies cite the critical importance of support for successful multi-year, EHR deployments. Without support, technical assistance and training for doctors, nurses and other healthcare professionals there is little adoption of EMRs or EHRs. Without support, delays in response time frustrate staff and patients. Without support, delays also negatively affect adoption rates.
When implementing an EHR, EMR, e-prescribing or CPOE system, sponsors need to plan carefully the support process, starting with the help service desk (See EMR Adoption Guidebook). The help service desk can provide technical assistance, guidance and information on best practices to support and accelerate health care providers’ efforts to become meaningful users. See the EHR support checklist & Resource List.
Giva’s Difference: EHR / EMR Support Model
Giva’s EHR/EMR support model is compliant with the standards and structures used in the IT infrastructure library (ITIL) framework to maximize your return on investment. EHR support requests from healthcare professionals typically involve patient workflow and process issues rather than technical problems associated with IT help desks. To reduce provider downtime, this requires the EHR support team to understand business and clinical processes as well as the underlying technology.
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Benefits
Giva eHelpDesk™ is a 100 percent Web-native, ITIL-compliant IT help desk solution that:
- Improve workflow, increase billings & visits, meaningful use scores, patient satisfaction and decrease overhead by capturing tips and best practices for demonstrating where and how workflow can be streamlined to improve overall practice efficiency.
- Demonstrate meaningful use compliance to capture government and P4P incentive dollars by i) tracking and delivering timely feedback on levels of utilization for various EHR/EMR features by provider and user role and ii) demonstrating technical assistance that leads to greater adoption.
- Achieve adherence to meaningful use and best demonstrated practices by distributing best- in-class workflow practices through notifications, out-reach reminders, escalations and advanced reporting.
- Alleviate the pain of EHR adoption by designing, updating and routing of specialty-specific, workflow templates and delivering on-demand training tools customized to your learning needs.
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Minimize downtime, loss of revenue and providers working more hours during EHR transition by offering proactive, highly responsive, effective and expert technical assistance enabled by the Giva help desk solution. Giva’s Faster Service Cycle Time Benefits (+)
- Lower EHR vendor support costs by improving your organization’s self-service with access to Giva’s knowledge management system as preferred support channel. Capture and expedite transfer from vendors to your first level of support so you control and improve provider satisfaction with improved response times.
- Hold vendors accountable for SLA service commitments by tracking vendor SLA performance.
- Expedite and lower the cost of project management for EHR deployments by tracking, managing and reporting at the project and site levels for internal support calls related to projects and tasks.
- Expedite improvement of your business processes by standardizing documentation practices in structured formats that ensure accurate capture of essential clinical workflow processes.
- Improve time to answer for provider inquiries by enabling roles based management for alerts, reminders and escalations at multiple organizational levels, positions and individuals.
- Gain insight and actionable information on your operational processes by integrating Giva help desk analytics, reports and dashboard results with other organizational metrics.
- Ensure HIPAA compliance by managing control and access requests to critical systems and data and maintaining conforming to policies and procedures.
IT Help Desk and The Sarbanes-Oxley Act
The Sarbanes-Oxley Act (SOX) requires that management must accept responsibility for the effectiveness of internal controls, evaluate the effectiveness using suitable control criteria, support this evaluation with sufficient evidence, and retain independent auditors to attest to these controls.
SOX directly affects IT departments since they support corporate financial systems, provide documentation of those systems, and deliver internal Help Desk support to ensure their effectiveness.
By providing a centralized record of service requests and service levels for financial systems, business applications, networks, and databases, Giva eHelpDesk helps IT departments comply with the strict Sarbanes-Oxley requirements.
Features
Giva eHelpDesk features:
- Captures tips and best practices for helping providers locate where workflow can be streamlined to improve overall practice efficiency.
- Customizable web forms, including set-up for workflow documentation, encounter forms and pull-down menus.
- Standardizes documentation practices in structured, consistent formats within a central repository to ensure accurate capture of essential clinical workflow processes.
- Manages and updates specialty-specific workflow templates within your EHR such as office visits, referrals, and patient billing across multiple systems.
- Supports version control (“redesign”) and management of workflow templates and forms for troubleshooting use of your EHR/EMR system.
- Tracks top used workflow templates, forms used and types of request fulfillment.
- Alerts, routs, tracks and monitors workflow requirements through advanced reporting tools.
- Enables roles based management for alerts, reminders and escalations at multiple organizational levels, positions and individuals.
- Captures and monitors critical implementation and usage metrics and other actionable information.
- Tracks utilization levels for participating providers by role for various EHR/EMR features that comply with meaningful use.
- Reports usage comparisons for any clinical workflow.
- Evaluates level of EMR/EHR usage by feature, department and role to determine education and staff productivity effectiveness.
- Documents and reports go-live status on a certified EHR with active quality reporting and electronic prescribing to capture P4P and stimulus dollars.
- Supports provider education, training and understanding of process changes needed to attain, and demonstrate attainment of, meaningful use requirements with Giva knowledge management.
- Customizable dashboard and metrics identifies potential problem adoption areas as well as to provide reporting to demonstrate achievement of all aspects of meaningful use of EHRs.
- Advanced reporting offers a complete picture of call volume and open tasks – streamlining workflow and management activities.
- Supports implementation and project management for pilots and phased EHR/EMR roll-outs both at the project and site levels.
- Enables trouble shooting of problems and answering of questions at user desktop level at multiple remote locations.
- Supports remote access to physician office desktops and view of practice management or EMR system. Includes standard work collaboration tools that enable support personnel to remotely shadow each provider user’s computer session.
- Enhanced ability to perform level 1 and level 2 support to provider customers without undue reliance and additional vendor SLA cost.
- Issue and project histories can be referenced at all times to ensure that nothing is lost.
- By providing easy access to information from the knowledgebase, FAQs, product briefs, downloads, peer service, and more, customer satisfaction and support agent productivity improves exponentially.
- Supports HIPAA compliance documentation as well as maintenance of policies, procedures and practices.
- Automate the management of granting, altering, and revoking customer and employee access to sensitive data systems from the point of request to the point of access.
- Ability to customize and run reports to demonstrate HIPAA compliance.
- Giva software-as-a-service (Saas) web-based delivery ensures rapid deployment easy installation, maintenance and administration and uninterrupted access to information - saving time, improving accuracy and speeding response times.
- Integrated email capabilities save time and improve accuracy for all internal and external communications.
- Intuitive and easy-to-use interface for documentation searches, entering, managing and tracking calls and projects.
- Lower costs than competing alternatives.
- Supports ETL functions and easily exports results and APIs integrate with other 3rd party systems, databases and CRM solutions.
ITIL
The IT Infrastructure Library® (ITIL®) encompasses the following six areas:
- Problem Management
- Incident Management
- Change Management
- Configuration Management
- Service Level Management
- Release Management
To gain a further understanding of ITIL, download a Giva ITIL whitepaper.
Giva eHelpDesk™ specifically addresses Problem Management, Incident Management, and Service Level Management.
Problem Management
Problem Management helps ensure the stability of IT infrastructure and IT services.
By creating a Problem Record for any new kind of Incident and linking all Incidents to a Problem Record, the Giva IT help desk solution allows you to manage, control, and obtain information about the three major elements of Problem Management: problem control, error control, and proactive problem management. With the Giva IT help desk software, you can link multiple Incidents to the same Problem Record. The ultimate objective is that all Problems are linked to a Known Error.
Proactive Problem Management has two aspects. The first aspect is identifying potential Problems before they manifest as Incidents and making this information available to Incident Management. The second aspect is a continuation of the first. In this case, Problem Management identifies the Known Error and takes steps to correct it before customers call to report it.
With more than 70 pre-defined, configurable reports and root-cause analysis, Giva eHelpDesk assists IT in identifying and documenting potential Problems so they can be resolved by Problem Management.
Incident Management
Incident Management provides continuity to customers by restoring services as quickly as possible, provides accessibility of the Service Desk for all users, and ensures acceptability of its services. The focus of Incident Management is on continuity and thereby allowing customers to resume business as quickly as possible.
By providing rich text formatting of requests, with the ability to attach screen shots and files to Incident requests, Giva eHelpDesk is your one solution for tracking Incidents, responses, and resolutions. In addition, to ensure that no Incident falls through the cracks, it has an automatic escalation rules engine. Also, to ensure each Incident is handled with consistency, it has an automatic reminder of questions to ask, scripts, and standard operating procedures.
Service Level Management
Service Level Management (SLM) establishes a closely monitored agreement about the optimal level of IT service between provider and customer.
Giva eHelpDesk provides tools to assist with implementing the ITIL Service Level Management (SLM) process, which entails negotiating, defining, contracting, monitoring, and reviewing the levels of customer service. The Giva IT help desk solution also provides a business rules engine for escalation notifications to help ensure Problems and Incidents are addressed within service level agreements (SLAs). With extensive reports, Giva eHelpDesk also helps you monitor and review the actual service levels achieved against their SLA targets.
Why Giva?
Giva eHelpDesk delivers more than just a powerful, easy-to-use IT Help Desk solution. Built on a world-class infrastructure, it offers:
- One-week deployment
- Best-in-class usability
- Three editions to meet your needs
- Deployment with either the hosted Giva On Demand Software™ option or local installation
One-Week Deployment
With easy set-up and configuration without programming, you can be up and running on Giva eHelpDesk quickly. In fact, existing Giva customers have deployed Giva eHelpDesk on a worldwide basis in one week – an Internet connection and a standard Web browser are all you need. In contrast, according to Aberdeen Group, other IT help desk software solutions typically require trained experts for set-up and customization, which may take three to six months.
Best-in-Class Usability
The Giva eHelpDesk user interface is based on common Web navigation metaphors and familiar icons, drastically reducing training time. In fact, many Giva customers get up to speed on Giva eHelpDesk with only a single one-hour training session.
Three Editions to Meet Your Needs
Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help desk features to meet the unique needs of your company.
The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require.
Hosted or Locally Installed Deployment
As a true Web-native solution, Giva eHelpDesk is available either with the Giva On Demand Software option hosted by Verizon Business or locally installed on your infrastructure.
While some organizations prefer installing and running applications internally, the Giva On Demand Software option gives you an alternative – with this hosted IT help desk software solution, you can immediately access services built on a world-class infrastructure and delivered via the Internet.
With the Giva On Demand Software option, Giva eHelpDesk does not require any client software, Web or database servers, reporting applications, databases, or VPN equipment at any of your sites. Your users simply securely log in to Giva eHelpDesk over the Internet and get right to work.
Editions
Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help desk features to meet your unique needs.
The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require. To help select the right version to fulfill your specific requirements, use the following edition comparison chart.
| Feature | Standard Edition | Professional Edition | Enterprise Edition |
| User limit (help desk and IT employees) | 5 | 15 | Unlimited |
| Employee limit (all other employees that open/access tickets and search for knowledge) | 1,000 | 2,000 | Unlimited |
| Customizable fields, screens, options and rules engines |  |
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| Quick tickets | |
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| Quick resolutions | |
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| Quick customer history | |
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| Automatic escalation rules engine | |
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| Key word and Boolean search engine | |
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| Automated email-to-ticket creation | |
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| Automatic reminder of questions to ask | |
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| Service Level Agreements | |
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| More than 70 customizable and pre-defined reports | |
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| Shared whiteboard | |
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| Broadcast messages | |
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| Customer satisfaction surveys | |
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| Parent/child tickets | |
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| Integration with WebEx Support Center, including remote control of another PC | |
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| Project management | |
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| 100 percent Web native – no client or server software required | |
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| Perform initial set-up and configuration in days. Default settings and quick start process. | |
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| Notifies users and customers via pager, email, cell phone, and PDA | |
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| Integrated asset management & software license management | Optional | |
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| Integrated knowledge management software | Optional | Optional | |
| Natural language search engine | Optional | Optional | |
| Self-service portal | Optional | Optional | |
| Parent ticket for major high volume incidents | Optional | Optional | |
| API integration with Active Directory, LDAP, SQL, SMS and human resource systems | Optional | Optional | Optional |
| Multiple independent service desks for use in other departments | Optional | Optional | Optional |
| Integrated change management | Optional | Optional | Optional |
| Advanced customization tools to create customized Web forms using dynamic HTML | Optional | Optional | Optional |
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