Prime Healthcare Services, Inc
Challenges:
Provide help desk support that is responsive, meets and/or exceeds service level agreements and continuously improves the end-users’ experience.
Prime Healthcare Services owns and operates 13 acute care hospitals nationwide. Administration and healthcare professionals alike require access to important information stored within the systems network. Without this information, the quality of care is impacted. An effective means to diagnose and resolve problems is necessary to return the professional back to the task of providing care.
Our Solution:
Partners Consulting worked closely with the Prime Healthcare IT staff to gain a clear understanding
of business objectives and Service Level Agreement (SLA) requirements. Partners Consulting then
formulated its plan and processes to meet those objectives and SLAs.
Partners Consulting focused staff training and procedures on resolving the end-users’ problems on the
first call.
The Partners Consulting team of experienced and professional Help Desk staff and Account Manager,
analyzes the call volume and types, determines the impact on Prime Healthcare and provides
recommendations for addressing underlying operational issues.
Results:
SLAs met or exceeded. End-user problems resolved on the first call. SLAs are continuously measured
and reported on a monthly basis. The percent of problems resolved on the first call were tracked on a
daily basis with weekly reports provided to Prime Healthcare. Results showed that the SLAs were met
100% of the time, and the help desk resolution rate on the first call was over 94%.
Service performance and results continue to be assessed and reviewed regularly with the Prime
Healthcare management team in order to enhance the end-users’ experience. The Partners Consulting
team continues to collaborate with Prime Healthcare on refining processes to maximize the Level 1 help
desk support.
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