The HCI Group IT Help Desk Services

NHS IT Help Desk Support Service

HCI's IT Help Desk Support Service offers much more than a clinical service desk. We help minimise the total cost of ownership.

Reduce the Total Cost of EPR Ownership

There is a growing support burden that comes from increasingly complex clinical systems, this can be both a short term problem when installing and rolling out a new healthcare IT system within the NHS or a longer term one when it is starts to become too costly to support existing or legacy systems.

Strength in Resources

Our service desk is an outsourced clinical support model designed to provide best-in-class, cross-certified, onshore support resources with extensive expertise in the industry’s leading healthcare IT systems. The HCI Group’s cross-certified resources work remotely to leverage economies of scale and reduce cost to your organisation.

In Conjunction with an NHS Trust, We Align Goals, Establish Process Management and Maximise Efficiencies to include:

  • ITIL aligned support processes to strengthen the end-to-end Incident Management process through continual service Among the results are reduced call volume, decreased time to resolve tickets, and a decrease in backlog across all support teams.
  • Education of existing support
  • Curriculum development and ongoing training of end

Business Intelligence

In order to better understand the background and reason for support calls and incidents, we offer business-intelligence services, which provides management with the real-time dashboard reporting they need to make the best decisions for ongoing support and improvement. HCI will offer data analytics and business intelligence, provide an interactive dashboard and monthly in-depth call/ticket analyses resulting in incremental benefits of:

  • Visibility of issues that have the potential to become critical in nature
  • Backlog volume analysis and associated incident correlation
  • Identification of training gaps/opportunities on all fronts
  • Timely information to allow for end-to-end focused process improvement
  • Reduction in call volume
  • Identification and tracking of optimisation requests

Continual Service Improvement

Our NHS support desk not only resolves incidents, but also provides proactive process improvements using industry best practices and ITIL-aligned problem-management principles. The HCI Group uses effective knowledge- management processes and toolsets that allow information sharing across the organisation to continually drive down incident volumes. 

Our NHS IT Support Desk is vendor neutral and provides support for all vendor solutions and applications.

Would you like to schedule a time to learn more? Contact us today.

"HCI has been an outstanding partner. They have taken the time to truly understand our organisation's needs & culture to design the right solution. We have found them to "think out of the box" as we focused on refining our sustaining support model while creatively infusing ITIL principles into the framework. We have found the HCI resources to be stellar individuals who bring with them healthcare IT experience, expertise and integrity."
- Pam Hudson, Director

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