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Hospital Help
Desk
Customer and
user service is a very important part of Hospital Help Desk
business. Managing this service and the various service levels
required by the customer can be a significant drain on your time and
resources. Today there is a solution that is flexible enough to meet
your operating requirements, and easy-to-use allowing you to get on
with the job of assisting customers and tracking all of their calls
to your response centre.
Hospital Help
Desk represents a very complex business problem. They have many
different businesses within a single organization. Compare the
different management problems of the Hotel and Catering aspects of
the wards, the managing of the Medical Staff when many of the
requirements can be driven by emergencies, the facilities management
of the acute hospital with the need for immediate repair for some
faults against the Community Hospital. No doubt Hospital Help Desk has many roles
to play at the same time. Moreover apart from general work this is
something which is related to life and health of human being in some
way or other.
The use of a
general Hospital Help Desk to handle all the outside calls into a
hospital is gaining ground. The use of a computer controlled
intercept of calls with computer generated voice instructing the
caller to press buttons on their handsets to reach the service,
department or person they need may be acceptable in industry but for
the type of person calling a hospital a friendly human voice is
essential. The manned help desk, however, does need IT support to
enable the calls to be handled efficiently and promptly in Hospital
Help Desk.
In Hospital
Help Desk the information required should be presented rapidly to
the operator on the screen of the computer or the hand-on to another
person more able to handle the call should go with the information
already collected e.g. name and address to save both the caller
aggravation and the help desk operator
time.
With the wide
range of enquiry handled and the range of services that may need to
be supported the design of the Hospital Help Desk must be modular
and flexible to allow new for changes and new services to be
accommodated and for information to be interchanged between existing
or newly introduced systems: whether manual or IT
based.
The Hospital
Help Desk being discussed to meet the requirements of a typical
trust is designed with the above needs in mind. It is a modular
system written in VisualBasic/MSAccess and capable of being expanded
in facilities and size up to a full client-server system. It is
fully Windows9X and NT compatible and is compliant with the Year
2000 date change requirement.
The Hospital
Help Desk is written in a number of modules to allow easy extension
and requirement change and easy development of the system as
business and IT needs change.
Ready to buy? Order the
Help Desk Toolkit today
THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
Procurement and Management far more straight forward. No doubt about
it: it de-mystifies Help Desk Management, and enables you to produce
a Help Desk function with the minimum of fuss. There is absolutely
no need to re-invent the wheel! It is supplied primarily in MS-Word
format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an extensive
blueprint at your fingertips. This document explains every part of
the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
is the hardest part of any Help Desk, are you ready for straight
talk? This is a full PowerPoint presentation. It explains the HELP
DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
Help Desk needs taken care of? If you already have a HELP DESK, or
just want to be doubly sure, this component will certainly help. It
comprises a series of questions designed to take you through your
HELP DESK and check it for quality and completeness. A first rate
audit tool (MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
is designed around a set of activities to deliver upon
excellent customer value. This explains the key concepts of a
HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
a complete template for establishing service descriptions. This is a
complete template for a HELP DESK design.
Fourteen documents
- Hundreds of pages with
easy-to-follow sections
- An extensive must-do
checklist based on our experience implementing Help Desk in over
40 industries
- New practical advice on
awareness, planning, implementation, and review
- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated throughout to
take account of current Best Practices and policies, and the
state of their
use
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