N.Y. hospital gets help-desk support from CareTech

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Lutheran Medical Center in Brooklyn, N.Y., a full-service 476-bed teaching hospital and Level I Trauma Center and Stroke Center, has enlisted CareTech’s Service Desk, a healthcare-specific IT help desk service, to support physicians and staff in the hospital’s transition to an electronic medical record (EMR).

The help desk is staffed 24/7/365 with more than 100 client-support analysts and uses a knowledge base that supports major hospital clinical applications, according to the Troy, Mich.-based company. Service Desk responded to nearly 500 calls in the first few days of EMR use, according to Lutheran Medical Center.

Services are scalable to the size and scope of a hospital's needs. Hospital IT tools are integrated into a dashboard view for proactive monitoring of hospital infrastructure and applications. The dashboard enables Service Desk support analysts to immediately identify the call source, and respond to early-detection system alerts, the company said.