MemorialCare’s 10,000 employees serve patients at six not-for-profit, community-based medical centers in Los Angeles County and Orange County, California. The organization is renowned for its expertise in using leading-edge technology for the benefit of patients, and was included on the 2005 Most Wired Hospitals list.
MemorialCare is required by regulatory guidelines to host its IT support portal in-house and to ensure that any IT solution it selects is compliant with the Health Insurance Portability and Accountability Act (HIPAA). NTRglobal’s NTRsupport software met MemorialCare’s stringent needs for compliance and security, and has also helped the IT staff improve response time.
MemorialCare’s IT support team uses NTRsupport to help physicians, clinicians and other healthcare professionals install and use software applications and navigate through general computer and technical issues. The IT staff support both Windows and Mac users, many of whom spend all or part of their working day away from a MemorialCare office.
We have immediately seen an improvement in our first-tier response rate at the service desk, said Terolyn Phinsee, project manager for information services at Memorial Health Services. With such a solid remote secure solution, we’re now saving 45 minutes to an hour per request, which means our staff can be more productive working on its next work order.
