A Prescription for Success: How Lane Regional Medical Center Revolutionized Their Help Desk With The Help of BOSSDesk™
As healthcare IT continues to evolve, Lane Regional Medical Center stands ready, armed with BOSSDesk™, to embrace the challenges and opportunities that lie ahead. Their journey is a testament to the transformative power of modern IT solutions in the healthcare sector, showcasing how technology can enhance the quality and efficiency of patient care.
A Glimpse into Lane Regional Medical Center
Lane Regional Medical Center (LRMC), a community hospital just north of Baton Rouge in South Louisiana, recognized a need to enhance the quality and efficiency of patient care and embarked on a transformative journey with BOSSDesk; a robust help desk software.
In a recent webinar, Todd Walters, the IT leader at LRMC, shared insights into how BOSSDesk revolutionized their IT operations, making them more agile, efficient, and prepared for the challenges of modern healthcare. Lane Regional Medical Center is a government hospital, that's been proudly serving its community for years. Todd Walters, a seasoned IT professional with nearly 30 years of experience in healthcare IT, took the helm of IT operations at LRMC about four years ago.
Upon his arrival, he found that LRMC was using an outdated version of a BOSS product called Support Central. While it had served them well in the past, it was becoming antiquated and lacked the features they needed to streamline their IT operations effectively.
The Quest for Modernization
Recognizing the need for modernization, Todd and his team began evaluating different IT solutions to bring LRMC's operations up to date. After careful consideration, they settled on the latest version of BOSSDesk™. It was a significant leap in technology, and they were essentially starting from scratch due to the substantial gap between the old and new versions.
To ensure a smooth transition, Todd and his team embarked on a comprehensive journey. They initiated discussions with various internal groups, comprising the help desk team, system admin team, clinical team, and the interface and report writing team. These interactions were vital in creating templates that would not only facilitate user data entry but also minimize the back-and-forth communication typically required to resolve issues.
Unleashing the Power of Custom Fields
One of the standout features of BOSSDesk that greatly benefitted LRMC was its customizability utilizing service catalogs and workflows. This flexibility allowed Todd's team to tailor the system to their specific needs. Here are some of the ways they harnessed the system to improve their processes:
Inventory Management Help Desk Documentation
In preparation for implementing an Epic health record system, LRMC had to document every device that would interact with Epic. This meant recording details like the presence of webcams, document scanners, monitor configurations, and more. BOSSDesk's custom fields allowed Todd's team to efficiently record this information. With the BOSSDesk mobile app's support, they could rapidly document devices in various departments, making the process quick and error-free.
Streamlined Ticket Creation
LRMC leveraged custom fields in their service catalog templates to ensure that specific required fields were filled out when users submitted requests. This reduced the need for subsequent clarifications and streamlined the ticket creation process.
Restricting Access and Simplifying Workflows
BOSSDesk's granular permissions system allowed LRMC to restrict access to certain service catalog templates based on user roles. For instance, only managers could access templates related to certain requests, preventing unnecessary requests and approvals.
Automating Ticket Assignment
Custom fields were also instrumental in automating ticket assignments. Once end users provided the required information, tickets would automatically route to the appropriate teams, eliminating the need for manual triaging.
The Inventory Module: A Hidden Gem
Surprisingly, Todd admitted that, at this point, he found the functionality of the inventory module even more exciting than the ticketing system. The ability to quickly and comprehensively document devices across their organization was a game-changer. This not only ensured that the Epic implementation would go smoothly but also allowed them to perform technical dress rehearsals efficiently.
While Todd acknowledged that BOSSDesk's flexibility might require some initial setup and customization, he emphasized that this flexibility was a significant advantage.
Unlike rigid, out-of-the-box solutions, BOSSDesk's adaptable nature allowed LRMC to tailor it precisely to their needs, ultimately making them more efficient. Additionally, BOSSDesk's ability to send automatic emails to relevant parties when specific tickets were created or modified simplified communication and reduced the need for manual email correspondence.
In closing, Todd highlighted the tremendous value that BOSSDesk™ brought to LRMC. Their ability to customize the system to their specific workflows made them more efficient and reduced manual work significantly. He also touched on the ongoing possibilities for improvement, including the addition of custom fields for their technical dress rehearsals.
With ongoing advancements in healthcare IT, Lane Regional Medical Center stands ready, armed with BOSSDesk, to embrace the challenges and opportunities that lie ahead. Their journey is a testament to the transformative power of modern IT solutions in the healthcare sector, showcasing how technology can enhance the quality and efficiency of patient care.
It's super flexible where you can customize it to do the things you need it to do and make you more efficient. You don't have to cut and paste your email into the ticket system, and that was a massive change for us from our old system.
Todd Walters, IT Director
Click here to Watch the Webinar Replay: In-Depth Healthcare Insights, Custom Fields, Templates, and Notifications in BOSSDesk™.