New Service Builds on Success of Service Desk in Improving the End-User IT Experience in Healthcare
NEW ORLEANS, March 4, 2013 – (HIMSS13 Booth #1911) — CareTech Solutions, an information technology (IT) and Web products and services provider for more than 200 hospitals, today announced the availability of CareTech Solutions Pulse™, the company’s new IT monitoring service for healthcare. Pulse is the only end-user experience monitoring solution for healthcare that integrates the monitoring of hospital clinical, business and ancillary applications, as well as the infrastructure on which they run, into one service.
Pulse is a scalable; remote monitoring service staffed by trained healthcare IT analysts who stand guard over hospital IT environments 24/7/365. Using alerts and threshold escalation protocol, analysts identify and react to performance degradation with the goal of resolving issues before the end user is impacted. Working from best-in-class IT performance ranges, Pulse services allow CareTech analysts to study performance data and trends, and if needed, provide application tuning standards, troubleshoot problems and conduct quick root cause analysis. This information is then used by hospitals to improve their application system performance and availability. By proactively addressing IT performance challenges, hospitals can now avoid costly and unscheduled downtimes.
“With so much at stake hospital information systems must perform as promised. When the system is down and clinicians cannot access their EMRs, you better believe hospital administrators will hear about it,” said Jim Giordano, president and CEO, CareTech Solutions. “Hospital CEOs need happy doctors with high levels of system adoption. The goal of Pulse is to find and correct IT problems well before a doctor or nurse ever experiences an issue.”
As part of this service, CareTech uses best-in-class performance monitoring and optimization tools including Compuware APM from its partner, Compuware Corporation. Compuware provides IT software, services and best practices to deliver peak performance for technologies worldwide. Compuware APM is the industry’s leading solution for optimizing the performance of web, non-web, mobile, streaming and cloud applications.
“In preparing for the new service launch, CareTech Solutions worked with Porter Research to gain a better understanding of what hospital CIOs need from an enterprise IT monitoring service when the goal is to deliver a reliable and dependable end-user experience,” said Pat Milostan, COO, CareTech Solutions. “A majority of the CIOs indicated they were all doing some degree of IT monitoring but not one of them had a dedicated, integrated service that would watch both the infrastructure and clinical applications. Almost unanimously, they agreed a service like Pulse would be a tremendous value add in their ongoing efforts to deliver a positive end-user experience.”
This new offering compliments CareTech’s industry-leading clinical help desk solution, Service Desk™, which provides real-time IT support to clinicians and other staff from support analysts trained on all major hospital clinical and business information systems.
CareTech will introduce Pulse, and is demonstrating Service Desk at the Healthcare Information and Management Systems Society (HIMSS) Annual Conference and Exhibition in booth #1911.
The conference takes place from March 3-7, in New Orleans.
About CareTech Solutions
CareTech Solutions is an information technology (IT) and Web products and services provider for more than 200 U.S. hospitals and health systems, creating value for clients through customized IT solutions that contribute to improving patient care while lowering healthcare costs. From implementing emerging technologies to supporting day-to-day IT operations, CareTech offers clients expert health information technology services earning it the 2008, 2009, 2010, and 2011 Best in KLAS award for IT Outsourcing (Extensive), and the 2012 IT Partial Outsourcing as ranked by healthcare executives and professionals in the respective annual Best in KLAS Awards: Software & Services” report.
For more information, please visit www.caretech.com.