NORTH YORK GENERAL HOSPITAL

How the Information Services Department Drove Better Patient Care

north york general

Highlights

  1. A digital transformation journey tripled the number of digital devices in use in six years, while the size of the support staff stayed the same.

  2. Help desk service level compliance rates dropped from 90% to less than 60%.

  3. Technology intended to improve patient care was making it more frustrating for end users.

  1. Introduced a more customer-centric, proactive approach, without the need to hire new staff or buy new technology.

  2. Innovated a Walk-In Support Center, providing one-to-one support for end-users.

  3. Developed preventive maintenance, using SysAid’s built-in IT asset management, with regular “check-ups” of all e-care devices and other digital assets.

  1. Shifted 20% of the IT workforce from incident resolution to proactive maintenance.

  2. Preventive maintenance reduced the number of tickets by 23% and saved CA$230,000.

  3. Freed 6,600 hours for hospital staff to devote to patient care.

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Results

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Chi Cheng Chu

More efficient IS support directly impacts the hospital’s core business – patient care.

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