Scaling Tech Support for Your Always-On Healthcare Ecosystem

Quality healthcare is a 24x7 commitment, which is why downtime is not an option. While the devices and technologies in your healthcare facility increase flexibility and productivity, they also increase employee expectations for tools to be always on and working properly. Expanding the scope of your tech support services to be both proactive and responsive to all of your end user needs can be challenging.

Identify User Types and Needs

  • Define your different user types and the jobs they perform; do some of your users have need for very fast problem resolution or other special requirements?
  • What common issues can be solved by internal staff and do you have clear processes to determine when outside support services are needed?
  • When did you last conduct a cost/benefit analysis of internal and external support resources?

Weigh the Pros and Cons

Time & Money: Downtime can negatively impact patient care, profitability, staff morale and more.

Internal Support: An on-site team can provide instant support to resolve issues, reduce downtime and get clinicians treating patients faster. However, if unique problems occur (or if issues arise during non-office hours) downtime can be significantly longer.

External Support: While an external support team (outsourced or direct) can often provide more in-depth experience with varied issues, there are still downfalls:

  • While outsourced IT agency support takes on a breadth of hardware and software issues, it tends to be more expensive, and may still refer to vendors and manufacturers to solve problems
  • Direct support from manufacturers often focuses only on their own products, and will send your IT support staff through loops of scripted support before getting to the real issue.

Develop a Blended Support Strategy

Relying entirely on internal support teams, outsourced IT agencies or direct support from manufacturers all have their limitations. In most cases a blend of these resources is the optimal way to deliver great service whilst controlling costs. Outsourced IT agencies can be a valuable resource for your business, but we recommend minimizing use of such agencies for low-level and simple support needs.

Instead, look to augment your internal team's support bandwidth by asking manufacturers if they offer prioritized support services. Typically low cost, these can free up your internal staff from administrative and low-level technical support tasks, and improve employee satisfaction, without going to outsourced IT agencies.

Questions to ask your IT equipment suppliers:

  • Ask to have only advanced technicians serving your account; those who can provide professional, unscripted diagnosis without needing to go through basic FAQs or telephone queues
  • Do they offer onsite diagnosis and repair services?
  • Could they support your most commonly used software; answering employees' basic how-to questions or assisting with hot fixes and patches
  • Demand a single point of contact for simplified end-to-end case management
Scaling Tech Support for Your Always-On Healthcare Ecosystem

...the cost of unplanned downtime has escalated rapidly, rising an estimated 30% in the past seven years to more than $634 per physician per hour.

Mark Anderson, CEO of AC Group


  • Lenovo's Premier Support service offers direct access to Advanced Level 2 engineers, bypassing basic troubleshooting. They can support a range of software applications and Lenovo hardware, freeing up your staff from routine support tasks, and at a price that's more affordable than outsourced IT.
  • With Lenovo's On-site Warranty service, if a problem can't be solved remotely, we will send a technician to your location to repair a device.