CUSTOMER SUCCESS: MemorialCare Health System Improves Its Own IT Health

BMC Software helps major hospital network improve patient satisfaction

HOUSTON--()--To serve a network of six leading hospitals across southern California, MemorialCare Health System (MHS) relies on highly specialized technology to diagnose and treat patients. For obvious reasons, it’s absolutely necessary that computer systems work flawlessly.

Streamlined IT operations are a key factor in making sure the hospital network runs smoothly. Before selecting BMC Software, MHS could not efficiently manage IT requests from all of its medical facilities. What’s more, the hospital system did not have an automated system to track computer and software assets in real time.

This collective gap in the MHS IT management capability had a direct and profoundly negative effect on customer satisfaction.

“Prior to selecting BMC Software, we had no way of determining the number of IT assets we had. We spent an exorbitant amount of time gathering this information and manually entering it into a database,” explained Terolyn Phinsee, project manager at MHS. “Today, our successful implementation of BMC Track-It! has produced a measurable increase in customer satisfaction, with an overall score of 95 percent for ‘quick response to issue.’”

The Challenge

MHS lacked an efficient method for tracking and assigning help desk requests between hospitals. The company also needed a way to track hospital hardware and software assets in real time, without inundating internal IT resources. Finally, MHS needed to ensure it was compliant with healthcare security regulations such as HIPPA Administrative Safegaurds.

The Solution

MHS reviewed a number of help desk solutions, including the FrontRange HEAT product. The hospital network selected the Track-It! solution from BMC Software for its superior customization capabilities, ease of use, flexibility and automated workflow.

Benefits

The BMC solution was in full production at MHS within eight hours. Once implemented, the organization experienced the following immediate benefits:

  • Increased employee and patient satisfaction with IT service and support
  • Real-time view of all computer and software assets across all six hospitals and the ability to assign work orders to technicians at any site
  • Improved help desk agent workflow to quickly and efficiently solve IT problems and requests
  • Improved compliance to healthcare regulations such as HIPPA

For more information on the MHS implementation and the BMC Track-It! solution, please visit:

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Contacts

BMC Software
Scott Pace, +1-813-514-3815
scott_pace@bmc.com
or
Ogilvy PR Worldwide
Zoey Farooq, +1-415-677-2713
zoey.farooq@ogilvy.com

Release Summary

MemorialCare Health System leverages BMC Software help desk solution to improve patient satisfaction. BMC Track-It! accommodates the needs of the MHS enterprise and all hospitals within the network.

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Contacts

BMC Software
Scott Pace, +1-813-514-3815
scott_pace@bmc.com
or
Ogilvy PR Worldwide
Zoey Farooq, +1-415-677-2713
zoey.farooq@ogilvy.com