Sandy Iannarone is a very busy Practice Administrator at Park East Cardiovascular, a five physician clinical cardiology practice in Manhattan. Three years ago, Park East Cardiovascular decided to move from managing their practice using paper and pencils to computers by acquiring two software applications; A4 Practice Management and EMR. Sandy was extremely concerned about their move to a computer centered operation. If the systems went down, the doctors could not see patients, people could not schedule appointments, proceedures could not take place and 80% of the office would come to a screeching halt. This was the most important decision they would make for the future success of their practice and it had to be done right.
Before they moved to the A4 Practice Management and EMR applications, Park East managed their computer network under a contract that pre-purchased days of on-call technical support. This always presented a problem for Sandy. Should she wait until her list of computer issues was long enough to make it worthwhile to call for someone to come on-site? If an urgent problem developed and she called for someone to come on-site immediately it might only take 15 minutes to solve the problem but she was still being charged for a full day. Additionally, from the time she placed the call until the service provider showed up could easily take a few hours.
Sandy called in Custom Computer Specialists, Inc. (“Custom”) to address their need for a more robust IT support solution. A consultant met with Sandy to understand the goals of the organization, their problems and her concerns. After speaking with Sandy, it was clear to Custom that the application solutions she was looking to implement were critical to the continued efficient operation of her practice and compliance with new Electronic Medical Records legislation. However, she couldn’t go ahead with the implementation until she had a comfort level that the IT infrastructure supporting those applications would be robust and fully functional. A solution was developed using Custom’s Assurance Managed Services support package. This service, matched to Sandy’s specific requirements, provides her with 24×7 remote monitoring and management of the entire practice computer network – including desktop PC workstations, printers, and mobile users. Now when a problem arises, the Custom service desk notifies the appropriate individuals and typically resolves the issue within minutes. “Custom’s IT Support Assurance really works for us. Park East could not attract and retain a person with the high level of skills and ability of our Custom engineers. We would have to pay a fortune to hire someone with those skills here in Manhattan. The amount we pay Custom each month is a fraction of the cost when you add everything up, and the level of service is much higher” says Sandy. “Now we can move forward with implementing solutions to improve our operating efficiency, access to critical records and the quality of care we are able to give to our patients, and by extension, their families.”