How Enhancing IT Support Builds a Strong Healthcare Partnership
Client Overview
A long-term rehabilitation provider, founded in 2001, operates 12 health and rehabilitation centers in Virginia. The Director of IT for these communities has been guiding his team and troubleshooting all IT issues for the last nine years. As the organization grows, enhancing IT support is crucial to meet the increasing demands of its centers and ensure seamless operations. The organization’s mission is to provide peace of mind to those it cares for – patients, residents, families, and staff. The IT department furthers that mission by providing the technical support all caregivers need across the 12 centers.
The Challenge
Almost four years ago, the communities implemented an electronic health record (EHR) system to keep up with ever-evolving health technology and remain compliant. However, with such a large implementation, the support calls started to increase in addition to typical call traffic. Being a small IT department of five people and rotating being on call night and weekends, the staff was quickly becoming burnt out. To find reprieve for his staff, the Director of IT thoroughly evaluated his two options – continuing in-house support or outsourcing part of the workload.
The Solution
After investigating several companies, the Director of IT decided to partner with vcpi, now DAS Health, for its Service Desk as a Service (SDaaS) solution. He was able to keep his existing staff while cutting costs. Because DAS Health is built for and understands the long-term care industry, it made them feel comfortable knowing DAS is familiar with programs such as PointClickCare, adding that the staff is well trained, very knowledgeable, and courteous.
“We just didn’t hire a company to answer phone calls after hours and on the weekend. We actually have found a partner.”
The Results
After signing, the Director of IT received a 3-4 week onboarding timeline. Initially, the IT staff found it overwhelming, but soon saw its value in training technicians and understanding workflows. The Director of IT called it a success, allowing them to hit the ground running afterward. DAS Health continues to provide seamless support, staying informed of planned downtime, system changes, and events. Bi-weekly calls with the Technical Account Manager ensure smooth communication.
The Director of IT highlighted the ongoing value: “When technology doesn’t work, it creates a barrier. DAS Health helps us remove those barriers so staff can provide care.” Looking ahead, they see DAS Health as a continued partner as technology needs grow.
“They really are a ‘win-win.’ It provided caregivers a knowledgeable staff that was available 24/7 during those off hours we aren’t here and was a very cost-effective avenue.”
About DAS
At DAS Health, we provide business and technology solutions that address specific operational and clinical challenges to improve efficiency, increase your bottom line, and enhance the patient experience.
With over 20 years of experience in the healthcare IT industry, DAS understands the unique challenges that providers and organizations face, and we offer personalized support and guidance to help you achieve your goals. Our team of experts will work closely with you to develop a tailored solution that meets your specific needs and budget, ensuring seamless integration and optimal performance.
By partnering with DAS Health, you can benefit from our comprehensive suite of solutions and focus on what matters most: providing quality care to your patients.