By Joy Johnson, Manager Client Services and Operations for UK/US, Intelliworx

For healthcare providers across the UK, having secure, reliable IT systems is now non-negotiable. This issue was brought to the fore in December 2021 for example, when an NHS Trust faced a massive setback when a ransomware attack locked down its systems for days.

Appointments were lost, critical patient data became inaccessible, and staff had to revert to pen and paper workflows just to keep things moving. The disruption caused significant stress, delayed patient care, and underscored how dependent healthcare has become on reliable IT.

How NHS Digital is leading the way

This is where a proper IT service desk steps in to make a real difference. Take NHS Digital, which leads by example with its round-the-clock IT Service Desk, allowing healthcare providers across the UK to deliver uninterrupted services. This enables clinicians to focus fully on patient care without the stress of IT disruptions.

Managing an impressive 70,000 calls each month, NHS Digital does everything from addressing software glitches to resolving major network outages, ensuring technical issues are handled swiftly.

Their constant support allows healthcare providers across the UK to deliver uninterrupted services, upholding the smooth operation of critical healthcare services across the UK.

Catching problems before they escalate

An IT Service Desk can catch problems before they escalate by constantly monitoring systems for potential risks. This safeguards operations and enhances reliability, ensuring minimal interruptions.

A case in point is the NHS Digital Cyber Security Operations Centre, which uses advanced monitoring tools to detect unusual activity across its healthcare networks. By acting swiftly on early warning signs of a potential cyber threat, the team has successfully prevented data breaches and maintained uninterrupted access to critical patient services.

In addition, having a robust knowledge base empowers staff to resolve minor IT issues independently, reducing downtime and allowing IT teams to focus on more complex challenges. It provides healthcare teams with the tools to swiftly address manageable problems without interrupting workflows.

For example, the Royal Free London NHS Foundation Trust developed an extensive knowledge base that enabled staff to self-service issues such as password resets and printer troubleshooting. This approach minimised the need to log IT tickets, freeing up IT resources and ensuring clinicians could dedicate more time to patient care.

Minimising critical downtime

Downtime in healthcare can have far-reaching impacts, disrupting both patient care and daily operations.

According to the Ponemon Institute, an unplanned outage in the sector costs approximately £6,500 per minute, underscoring the importance of addressing IT issues swiftly.

A good IT service desk acts as a critical support system, providing immediate solutions to technical problems and ensuring that workflows remain uninterrupted. This rapid response capability helps healthcare providers minimise disruptions, allowing them to focus on delivering quality patient care.

Enabling EHRs and telemedicine

The healthcare sector is advancing rapidly with digital solutions like electronic health records (EHRs) and telemedicine improving patient care and operational efficiency. A strong IT Service Desk ensures these technologies are implemented and supported effectively.

EHRs improve patient data management and care coordination, but implementation can be challenging. An IT Service Desk resolves technical issues and supports staff training, ensuring minimal disruption during the transition.

For example, Manchester University NHS Foundation Trust implemented a unified EHR system across its facilities. The Trust’s IT Service Desk promptly addressed system glitches and provided staff training, ensuring uninterrupted patient care throughout the transition.

And when it comes to telemedicine, which makes remote care possible but can depend on secure, reliable platforms, a good IT Service Desk can tackle technical problems for both clinicians and patients, making virtual care accessible and effective.

One good example of this is King’s College Hospital NHS Foundation Trust, which recently expanded its telemedicine services to meet rising demand. Its IT Service Desk ensured smooth virtual consultations by resolving platform issues promptly, improving the care experience for all users.

A reliable IT Service Desk does more than solve tech issues. It keeps systems running and lets healthcare providers focus on the most important thing – patient care. By reducing downtime and supporting vital tools like EHRs and telemedicine, it ensures they can stay efficient and adaptable, whatever challenges are thrown their way.

Joy Johnson, Manager Client Services and Operations for UK/US, Intelliworx