Hello, I'm Jessica, and welcome to the lecture. During this lecture, we will look at what health IT support staff do. To begin, let's review the topics that will be covered in more detail. We will look at what's involved with being an IT support team member in the healthcare space, specifically, supporting ongoing operations, helping with a wide range of functions, and being a team player. What does it mean to support ongoing operations? Most health care systems provide 24-7 help-desk operations. The schedules will typically run seven days a week, 365 days a year. This model is for both technical support and electronic health records support. Each organization is different in how help-desk operations are structured. Many follow a Monday through Friday, 7:00 AM to 5:00 PM schedule with varying shifts. For after hours support, there may be rotating on-call schedules where staff are provided a phone where calls are routed. Calls received are then reviewed remotely, and work is completed accordingly. Actually, this happened not too long ago. A patient came here and had imaging, and the radiologist was looking for the prior imaging to compare the new study to. However, these images were not in PACS, and according to the EHR, this patient had prior imagine, and after I verified that the images were not in PACS, or the long-term archives, I did realize that the images were brought here as a second opinion, so they were from an outside institution. I figured out the institution they came from, I contacted them and asked them to electronically transfer those images to us. Once those images were available, I was able to consolidate those images in our PACS, allowing for the radiologist to compare the recent study to. Here we see a snapshot of a calendar year by month. What is year-round support for health care systems? Logs are kept in regards to priority one reports, and what this means is that details are provided of all help-desk incidence within a respective month that were designated as critical. This is important for auditing, tracking, and continued review of systems that are currently in use. Within the health IT space, you would assist with a wide range of functions. These varying scenarios can span from triaging calls, to patient safety issues. Of these, priority is assigned to the reported issue. For example, when a customer logs a patient safety issue, these issues become priority one calls. This means the on-call analyst is called, and the issue is work timely in order to ensure providers and care teams are able to complete their workflows as expected without impacting a large number of patients or our providers. Here we see a snapshot of the top 10 subcategories of incidence within a single month. This is enterprise-wide. What this enterprise-wide mean? This would be across all locations within the health care organization. For example, there could be a single hospital, or numerous hospital locations. These locations could be within a single state, or span across multiple states. Here we see the top three subcategories are function or feature not working? Login failure, and hardware failure. It's important to remember these subcategories are tied to parent categories, and could span across multiple software systems. Being a team player in the healthcare space. Support teams can really vary in size depending on the size of the organization, but there is one common theme, those who enter into such a role support the health system in supporting a high reliability healthcare organization. You may be wondering what the term high reliability healthcare organization means. The overarching goal is to ensure all systems are able to run as expected, and support each end-user relying on specific systems. [inaudible]. This is The Johns Hopkins Capacity Command Center, and the purpose of this center is really to help manage the flow of patients into and through the hospital. The idea first came about when we were talking about knocking a wall down between two groups that needed to talk to each other, in order to make patient flow most efficient, and believe it or not, even though they needed to talk about every single patient, they would communicate through phones, and faxes, and emails, rather than just be able to turn around to talk to each other, that's what's new and different here. It's not just the command center, it's an entirely different approach to managing day-to-day operation. If you really think about it, 125 years ago in 1889 when we opened the hospital, the founding partners, and fathers, and mothers of this system, we're really here groundbreaking and created a new wave to offering health care, and I think we're doing that today with this. We're really setting the stage for the next 125 years of Johns Hopkins Medicine. What GE brings to the table is two things in a big way, it's their technology, and taking and using our data to present information in ways that we've never historically been able to present it. [inaudible] It's taking data, and pulling it together, and giving it to me in one picture of snapshot. Data will help us with predictions and be able to manage the information differently. This whole center is really about patient and family centered care, we can tailor their experience. There are a lot of people here in the center, they've worked together, previously they were not able to share that information as quickly or as efficiently, and now we're able to do that at great speed. We have to be able to manage the patients that need to be here. What this command center is all about, when all is said and done, is trying to maximize the number of patients who can have access to the incredible services that we provide here at Johns Hopkins. To recap, in this lecture, we covered what is involved with being an IT support team member in the healthcare space. We discussed supporting ongoing operations seven days a week, 365 days a year. Helping with a wide range of functions, let's remember the top 10 subcategories that roll up under parents categories, and what it means to be a team player, working in conjunction with one another, and ensuring effective and timely communication.
