Beaufort Memorial Hospital Improved Service Delivery and User Satisfaction Across the Organization

Customer Overview

Beaufort Memorial, a not-for-profit hospital founded in 1944 is an acute care hospital, a regional referral center and the largest medical facility between Savannah, GA and Charleston SC. The Hospital has a 200 Bed Acute Care Facility Specializing in Orthopedic Surgery, a Large, active Emergency Room seeing 54,000 visits a year and 1,400 Employees spread across the main hospital campus and 13 satellite clinics.

Challenges

Earlier the hospital work force had to enter work orders into two different applications, one for IT services and other system for plant services which required too many clicks and was a huge cause of user dissatisfaction. The new hospital leadership wanted to create a solution that would improve service delivery and user satisfaction for departments across the organization.

Solutions

The BOSS Support Central solution used for IT Help Desk was upgraded to provide a Service Catalog and ticket management solution for the entire organization. In a very short period of time and to the delight of the users and management, the new BOSS Support Central could be used to provide a wide range of services for departments including Plant Services, Bio Medical, Nursing, Pharmacy, Security, and HR.

Results

It became apparent that BOSS Support Central Service Catalog combined with the automation provided by the routing engine could address all the service requirements of the various departments at the hospital. To mention a few:

One application, published on the Beaufort Hospital web page, provides a “one-stop-shop” for all work requests.
A new graphical interface that allows users to quickly browse and use the interface.
Took far fewer clicks to get a ticket submitted.
The new Service Catalog was able to provide service solution options for many departments including Plant Services, Bio-Medical, Nursing, Pharmacy, Security, and HR.
Better tracking and a shared visibility into the work order life cycle. The deployment of the new BOSS Support Central received instant positive feedback from the management team and the workforce was super impressed with the ease with which they could enter and track issues. Future Goals
Take advantage of the BOSS Support Central Asset Management capability to track assets.
Incorporate Preventative Maintenance and other scheduled services into the system.
Take advantage of the BOSS Support Central Mobile application to be used as a mobile work order tool.