Dell Clinical Service Desk Provides Expertise and Support to Advance EMR Adoption

-Dell Services’ clinical experts provide 24/7/365 support for clinicians and physicians working with leading EMR systems

-The Mount Sinai Hospital sees benefits for EMR implementation

PLANO, Texas, April 9, 2012 — Implementing an electronic medical records (EMR) system is a challenge for any healthcare organization, but Dell is easing the transition with the Dell Clinical Service Desk – a 24/7/365 single point of contact staffed by clinical experts with direct experience designing, implementing, supporting and using industry-leading EMR systems.

The Mount Sinai Hospital, which has been working with Epic and Dell to phase in a comprehensive EMR system within the hospital as well as an electronic practice management (EPM) system for affiliated physicians, has been using Dell’s Clinical Service Desk to support the implementation.

While Dell offers Technical Service Desk solutions for all of its healthcare customers, the Clinical Service Desk is relatively new. The approach leverages Dell’s technical and clinical expertise to fill a gap where traditional support services leave off.

Organizations are making significant investments to implement EMR solutions to meet regulatory requirements and because of the potential benefits for patients and caregivers. And clinician adoption of EMR technology is critical to realizing the full return on investment. A robust and professionally staffed Clinical Service Desk can improve physician and clinician satisfaction, enhance efficiency and facilitate EMR adoption by providing knowledgeable peers to whom clinicians can turn when clinical support or technical advice is needed.

Last year, Dell was the first company to be named by Epic as a “Community Connect Certified” consulting services firm for EMR/EPM services. The certification was based on a variety of factors, including feedback from customers and Dell’s healthcare industry capabilities.

From turnkey EMR solutions to specific customized services, Dell provides hospitals and physician practices a variety of options to address their individualized needs. By offering industry-leading practice management and EMR software, infrastructure solutions (including secure cloud offerings), and a complete service portfolio including program planning, clinical workflow optimization and clinical support, Dell facilitates successful EMR implementations. As of December 2010, 71 percent of the Stage 7 HIMSS EMR Adoption Model hospitals were Dell customers.

Dell’s Clinical Service Desk offering is complemented by the Command Center Live Support Service, Affiliated Practice Support Service, Technical Service Desk and Dell ProSupport™ for hardware.

Key features of Dell’s Clinical Service Desk include:

  • A knowledgeable clinical support team with extensive expertise in the industry’s leading HIS/EMR systems
  • A single point of contact for hospital-based, ambulatory, and affiliated physicians and clinicians
  • Seamless integration with the workflows within a hospital or physician environment
  • Scalable, multi-level services
  • 24/7/365 global*, multi-lingual support available

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“For Mount Sinai, the transition to EMR represents the single largest capital investment we have made, with the exception of buildings we have constructed,” said Kristin Myers, vice president of IT and leader of the EMR implementation project at The Mount Sinai Hospital. “Dell’s Clinical Service Desk team has hands-on knowledge and in-depth experience with Epic software, and the team provides our physicians and staff with the immediate support, coaching and guidance they need to optimize use of the system.”

“Unlike a traditional help desk, our service matches users with clinical resources who understand how the tool is being used in the hospital or practice setting,” said August Calhoun, Ph.D., vice president of Dell Healthcare and Life Sciences Services. “Our experienced staff provides peer-to-peer clinical and technical support so that doctors and other caregivers can focus on what they do best: delivering the highest quality of care for their patients.”

About Dell

Dell Inc. (NASDAQ: DELL) listens to customers and delivers innovative technology and services that give them the power to do more. Dell Services develops and delivers a comprehensive suite of IT and application services, business process solutions and consulting services designed to help customers succeed. For more information, visit