Healthcare Help Desk Ticketing System

Business Challenge

The business decided to create a unified IT help desk software to overcome the following challenges:

• The need for a unified HIPAA-compliant system for tracking issues and monitoring the status of their resolution
• The need for fast resolution of critical issues, the ability to review the full scope of open tickets, and to set the task prioritizations
• The need for faster response times and efficient measuring of the support team’s KPIs and SLA compliance

Solution

The full-stack .NET developers implemented a help desk ticketing system from scratch. When users have a problem with something (with medication, with an order, an internal error with the software, or something else), they write everything in this support application. The solution itself has the main page with the full list of the issues (tickets) that are mainly sent by the doctors (for example, they received 2 ampoules of medication less than ordered).

The help desk software looks different for the site user and the pharmacist, who has more authority:

• Pharmacist. This user is responsible for the ticket processing: reviews the descriptions with the attachments, gives a response in the chat, changes the status of the issue, can review the logs, and the entire history. The pharmacist has access to the full list of issues with grouping, sorting, and filtering (by statuses, creation date, etc.) functionality. This user can manage the tickets and review the archive of resolved issues. Besides, a pharmacist has access to the reports section, where statistics on solved/unsolved problems, information on the number of completed tasks, and other insights are available.
• Site. This user is responsible for the ticket initiation: creates an issue and communicates with the pharmacist in the chat. When the user creates a new ticket, he has an option to define the main problem with the combo boxes, add a comment with necessary details, select the facility, and optionally upload images. 

On the main page is also available the directory with the facilities. If the company that signs the contract can have different facilities. That is why during the ticket creation, the site user needs to select the exact facility where the problem occurred.

To sum up, the help desk solution has the following features:

• Role-based access control
• Centralized ticket management with logging and ticket history
• HIPAA-compliant messaging
• Analytics in the form of real-time metrics and custom dashboards
• Notifications mechanism via email
• Responsive UI for access from mobile devices
• Integration with the EHR system (automatic ticket generation due to errors with the software)
• Integration with the inventory system for faster resolution of supply-related tickets
• Two-factor authentication

Business Impact

The implementation of the unified IT help desk software by the full-stack .NET development team from Chudovo had the following benefits for the business:

• Unified solution for issue processing
• Faster problem resolution time and improved service
• Cost saving by optimizing work through automation and eliminating the need for inefficient manual support processes
• Insights and reports for better decision-making
• Increased satisfaction of the users (both site and pharmacists)