Covenant Healthcare knew they needed a better way to manage tickets and projects in IT as the needs of employees, doctors, nurses and patients continued to evolve and grow. That’s why they picked TeamDynamix.
Frank Fear, CIO at Covenant, recognized a change was needed as the tech expectations within healthcare started to shift, “Our patients expect technology. They expect certain things like virtual visits, they expect to be able to message their providers and they expect to be able to schedule an appointment online and not have to call a provider to make that appointment.”
And it’s not just the patients who expect technology.
“IT kind of moved from being something that helped the back-office employees, to something that’s involved in everyone’s job all the time,” Raymond Hall, Technology Manager at Covenant Health, said. “In healthcare they need quick, fast access – like they’re running a kiosk or at a checkout line – but the amount of data, and the sophistication of the data, they need is the equivalent of someone sitting down to do a research paper. They’re asking to see a patient’s chart and an x-ray and all of this information, and they want to be able to get to that workstation and see it like that.”
For Fear, he needs the same level of data and sophistication but instead of patient information, he’s looking at the inner workings of the entire IT organization and all of the projects, tickets and requests that come in and out to support the network.
“I have my own CIO dashboard and in one look I can see any negative survey that’s come in the last 24 hours, then pivot over and look at any project that has a status of red that needs my attention, then pivot over and look at what’s going live in the next 30 days, then pivot over and see what critical tickets have come in from the help desk that maybe affect our entire organization,” Fear said. “That’s the wow. I think it’s the pieces coming together in a single pane for me, as a leader, to be able to manage and support our organization.”
Another “wow” for Fear is that they don’t need a dedicated full-time employee to manage and maintain the TeamDynamix platform, “TeamDynamix, we felt, had all of the advanced functionality the other products had but didn’t require the need for a full FTE to manage and support the product,” he said.
To hear more from Fear and Covenant Healthcare, check out the video below: