6 Factors Healthcare Providers Should Consider For a New ITSM Solution


The healthcare industry is perhaps one that has been most affected by the rapid advancement of technology in recent years. A combination of factors has forced the health care industry to embrace cutting edge technologies and strategies, in particular, the Health Information Technology for Economic and Clinical Health Act, which mandates that healthcare providers keep electronic medical records. Here are 6 factors healthcare providers should consider for a new ITSM Solution:

For the most part, healthcare organizations have been able to comply with these requirements relatively swiftly. But it has not been completely easy, which explains why many healthcare providers have turned to IT Service Management (ITSM) vendors handle the more complex tasks of information technology, which includes IT configuration, implementation, and maintenance, giving decision makers in healthcare to focus on other matters.

When deciding on an ITSM solution, it helps to consider the following factors and demands that almost all healthcare providers face in anything that involves their IT processes and infrastructure.

Compliance Requirements

Whether it’s the HITECH Act, Affordable Care Act (Obamacare), or HIPAA, the healthcare industry is subject to so many industry regulations, so much so that it can be a nightmare to keep track of all them. But the real problems start when a health care provider violates any of these provisions.

An ITSM solution thus needs to be absolutely secure and reliable, particularly when used in a healthcare IT environment. This saves the IT and compliance decision makers from spending countless nights staying up praying that patient records have not leaked to the public.

Smooth Integration of New Practices and Healthcare Facilities

As a healthcare provider expands, it is common for the organization to acquire medical practices, doctor’s offices, and even smaller hospitals at some point. Whenever new people, technologies, and procedures are brought into the fold, the ITSM solution must be able to incorporate each into the mother organization’s best practices, aligning them with an ITSM framework standards.

Enterprise Mobility

Enterprise mobility is not exactly a new or exclusive trend to the healthcare industry, but it is still incredibly important to medical organizations, what with healthcare professionals requiring access to patient records on their smartphones, tablets, and other mobile devices.

Another trend seen in many hospitals is the availability of telehealth solutions, which allow physicians and patients to connect regardless of time and distance.

To cut the long story short, these trends offer far too much value to the physician-patient experience and relationship that it becomes hard for any healthcare provider to pass them up. At the same time, however, these solutions raise concerns of privacy protection and security. When evaluating an IT service management tool for healthcare providers, you need to make sure that mobility and Internet-connectivity between all kinds of devices should be at the top of your list of priorities.

Use of Webinars

Connectivity is an issue when it comes to providing treatment to inaccessible areas in developing countries. It is important to make healthcare services accessible to the masses with various programs using technology. One such is the use of Webinars to diagnose patients. One such initiative by Paras hospitals where they used webinars to reach the common man is the perfect example of it.

Making use of technology which we use to communicate among ourselves for treating and proving health care services is critical for the industry.

Big Data

Big Data is another trend that is here to stay, permeating just about any industry on the planet. But Big Data has particularly tricky implications for the healthcare industry. It is estimated in 2011 alone, the US Healthcare industry generated 150 billion gigabytes (150 Exabytes) of data. Hence, able analysts with knowledge of Big data and Hadoop proves essential to make sense out of this data.

For years, government officials in Washington have lauded the potential and practicality of Big Data, especially when it comes to tracking the general health of the population.  Major agencies like the U.S. Centers for Disease Control and Prevention have also experimented with these tools, launching a variety of projects to improve the efficiency of administrative tasks and improving the quality of each patient’s care, taking into account their specific needs.

Any potential problems with Big Data applications ultimately go back to regulations under HIPAA and HITECH. Decisions makers in healthcare providers thus need to consider the security issues associated with gathering, storing, and sharing such huge amounts of information, particularly the electronic medical records of patients.

Focus on Your Organisation’s Specific Needs

As important as it is to choose an ITSM solution that’s compatible with the healthcare industry, you should not discredit the unique needs of your organisation. It is certainly a good idea to know what everyone else in healthcare is doing, but you should also think of what your organization needs to do with an ITSM solution, rather than what it can do.

In short, stay focused on required results instead of extraneous features.

These factors should be on the minds of IT decision makers when considering which ITSM solution is most applicable to a healthcare environment.



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