Instrumental in defining and validating Hallmark Health's standards for performance, Concordant is helping to create an environment for helpdesk users that will result in greater customer satisfaction, increased productivity, decreased downtime, and faster response rates.
"In order to achieve excellence, we will need to effectively triage the requests from our customers who now include those giving direct patient care - our physicians and nurses. Concordant is helping us to establish a health care grade service infrastructure to achieve these higher levels of customer support", stated Carol Dresser, Hallmark Health System Director of Information Systems.
EHR systems for hospitals and ambulatory practices are evolving in complexity. Health care organisations are starting to realize the differences between the hospital and ambulatory practice environment not only from their system implementations, but also in how these environments need to be supported. The challenge is to provide optimal support regardless of where the provider is working - the ambulatory practice or the hospital. With a growing network, Hallmark Health System is taking the bold steps to understand how best to serve each of these environments efficiently by understanding variations in physical environments, work flow, and vendor support.
"Hallmark Health is truly developing a state-of-the-art health care IT environment of which we are excited to be a part", stated Mike Levinger, Concordant's CEO and President. "Our goal is to ensure Hallmark Health has a well-designed, efficiently operated helpdesk environment that will achieve measurable results."
Hallmark Health System is the premier, charitable provider of vital health services to Boston's northern communities. The system includes Lawrence Memorial Hospital of Medford; Melrose Wakefield Hospital, Melrose; Hallmark Health Cancer Center, Stoneha; The CHEM Center for MRI, Stoneham; Hallmark Health Medical Center, Reading; Hallmark Health VNA and Hospice, Malden; Lawrence Memorial/Regis College Nursing and Radiography Programs, Medford; and Ell Pond Medical Associates. Hallmark Health is affiliated with Massachusetts General Hospital for cardiology and Tufts-New England Medical Center for neonatology.
Concordant is an eHealth Services firm that engages with health care organisations to plan, implement, and manage their Health Information Technology (HIT) infrastructure. Its unique methodology combines an ideal balance of tools, talents, techniques, and cost management. Health care IT leaders who are responsible for creating and maintaining a dynamic HIT infrastructure have a reliable partner in Concordant. Hundreds of health care organisations rely on its advanced techniques and experienced staff to provide reliable and optimized services for the entire HIT lifecycle to ensure that they have well-designed, efficiently operated technical environments. More company news is available in the VMW March 2008 article Third Brigade selected by Concordant to raise bar of secure patient care.