Service management always entails the process of delivering quality services in a way that meets business needs. Healthcare IT is no exception though IT professionals who work in hospitals will tell you that quality service delivery takes on an entirely new meaning and can be the difference between life and death when direct patient care is involved. The service desk in healthcare facilities must get the answer both quickly and correctly whenever the outcome plays a role in patient care.
Healthcare IT teams deal with a host of issues ranging from routine administrative issues to those that impact patients directly. IT customers can be physicians, emergency personnel, office staff and at times patients themselves. These dynamics substantially influence service support activities. Time really can matter to personnel that cannot move ahead with patient care until an IT issue is resolved. Effectively prioritizing service desk issues is the key.
This presentation will highlight the dynamics of this fluid environment through the use of case examples. Participants will leave with an understanding of how quality and response metrics should be directly linked to the service delivered in a healthcare environment.
RecordedJan 18 201245 mins
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Presented by the VR/AR Association Healthcare Committee
Review of existing Committee work & deliverables
Speakers discussing their specific work in the following order:
Dr. Brandon Birckhead MD, Medical College of Wisconsin
Dr. Brennan Spiegel, MD, MSHS Cedars-Sinai
Dr. Rafael J. Grossmann MD, FACS, Surgeon/Speaker/TEDx/Exponential Med Faculty/1st GoogleGlass Surgeon
Dr. Shafi Ahmed PhD FRCS, Associate Dean , Barts and the London Medical School
Dr David Trainor Founder & Principal, Sentireal
Amy Peck, Founder/CEO at EndeavorVR
Dr. Ali Fardinpour Founder and Director, Wise Realities
John Smith, Principle Solutions Architect from ExtraHop, Darren Carr, Sr. Technology Architect, from Cerner
Modern Healthcare IT infrastructures are a complex blend of technologies, from mission-critical Electronic Health Record (EHR) applications to the security solutions protecting patient data from ransomware and other threats. Overseeing an entire healthcare system's networks and infrastructure, as well as managing patient data in a private cloud, can be time consuming, costly and pose potential cybersecurity threats and data breaches. That’s why fast, reliable IT is crucial to every step of the patient’s journey through your organization—and why you need a new approach to IT operations and monitoring.
Learn where your visibility gaps lie, and how closing those gaps with real-time performance monitoring will dramatically improve the quality of care and IT security that your organization provides.
Lonny Northrup, Sr. Medical Informaticist – Office of Chief Data Officer, Intermountain Healthcare
Hear first hand from one of the nation’s leading healthcare providers, Intermountain Healthcare, on what is actually being accomplished with big data and machine learning (cognitive computing, artificial intelligence, deep learning, etc.) by leading healthcare providers.
Intermountain has evaluated between 300 and 400 big data and analytic solutions and actively collaborates with the other leading healthcare providers in the United States to implement the solutions that are delivering improved healthcare outcomes and cost reductions.
Rick Brown, Trinity Mother Frances Hospitals and Clinics, Eric Zuspan, MultiCare Health System & Frank Condon, Pure Storage
With over 90% of all new and upgraded Epic deployments using flash, your best chance at a successful deployment is to learn from other Epic customers who have already deployed on Flash. So if you are a current Epic Provider or looking to implement Epic, this is a great webinar to hear real world feedback from Epic customers about how to build a fast, resilient and secure Epic infrastructure using Flash storage.
With all the advancements of technology in health IT, it's important to stay on top of all the increasing demands of your IT operations. Join us for a panel discussion with Epic customers about the results they have seen from using Flash to run their Epic environments. Hear the differences you should expect when designing and sizing Flash for Epic. They will share the benefits and issues.
They will answer questions like:
- Have they seen improvements in clinician productivity
- What have they learned in deploying Flash technology with Epic
- What has been the business impact
- How has it changed your day to day function
- What would you do differently if you had to do it all again
Rick Brown, Director of IT, Trinity Mother Frances Hospitals and Clinics
Eric Zuspan, Sr. System Administrator, MultiCare Health System
Frank Condon, Global Healthcare Alliances, Pure Storage
As data breaches are becoming more prevalent, and more organizations are becoming targets for malicious attacks, the stakes are especially high for the healthcare industry.
Join this presentation to learn about the current cybersecurity threats and the tactics for defense organizations need to deploy for early detection and incident response. Mac McMillan, CEO and co-founder of CynergisTek will illustrate what an attack looks like, the phases of the hack, and how to use technology as well as policy to aid in detection, and then how to construct a disciplined incident response process. Lastly, learn how all of this should be integrated into a comprehensive information security strategy.
Stephen Wu, of Counsel - Silicon Valley Law Group and Max Ball, Manager, Contact Center Product Marketing, 8x8
If your phones and other communications services lack proper security you may be exposed to the threat of fines, or worse yet, a serious breach. Don’t get caught off guard. Make sure you are fully compliant with HIPAA rules and regulations.
•Learn why communications security is an increasing concern for healthcare organizations
•Learn what to look for in a secure unified communications system
•Learn why a business associate agreement from your communications provider is important
Did you know it's your responsibility to verify the compliance of your communications vendors as well as yourself? Find out what this entails and much more during our live webinar.
Martin Rosner, Standardization Officer, Philips, David Slik, Co-Chair, SNIA Cloud Storage TWG, Alex McDonald, Chair SNIA CSI
Healthcare privacy and data protection regulations are among the most stringent of any industry. Join this Webcast to learn how healthcare organizations can securely share health data across different cloud services. Hear experts explore how Encrypted Objects and Delegated Access Control Extensions to the Cloud Data Management Interface (CDMI) standard permits objects to freely and securely move between clouds and clients with enhanced security and auditability.
•Protecting health data from alteration or disclosure
•How Cloud Encrypted Objects work
•How Delegated Access Control works
•CDMI for Electronic Medical Records (EMR) applications
•Healthcare use cases for implementing securely sharing data in the cloud
Richard Izzo, Biomedical Engineer at The Jacobs Institute, Inc.
3D Printing is a compelling new technology which is revolutionising cardiac interventions, in many areas,including especially, congenital heart disease, and surgical planning for valve replacements, customised to each individual patient. Some say actual 3D Printed Heart is on the horizon!
Gary Monk, Senior Vice President - Digital, Strategy and Innovation - Havas Health / H4B Chelsea
Health innovations including wearables, sensors, big data analytics and 'behavior changing' applications and devices are ubiquitous. These technologies promise so much yet are they really benefiting the healthcare consumer? And what does the future look like? This presentation highlights some real world examples of this technology in use today and some insights into what the future may hold.
Tim Ringrose, CEO M3 EU; Paul Mannu, Behavioural Insights Specialist, Cello Health Insight & Paul Tunnah, CEO, Pharmaphorum
So, we are finally at a point where with some certainty we can confirm we are in a digital world (this may have been true for some years in most industries – but is certainly truer in healthcare than ever before)… which means in terms of innovation within sales, within marketing, even within communicating effectively – digital is at the heart of making things work better.
What does this mean for pharma, is our industry keeping pace, ahead of the curve or playing catch-up – what does this mean in terms of how pharma interacts with its customers, particularly doctors – who are ever more connected digitally with their customers – patients…. What do they need?
This webinar brings together three leading industry experts – who will discuss, present practical insight and debate on the following topics:
1. Innovate or fail - the reality of engagement in a digital world
2. How is the doctor patient relationship changing in the evolving digital healthcare environment?
3. Why physicians need pharma to be more innovative in its communications.
4. The three tenets of digital: differentiation, intervention and communication
John Bennett MD, creator of www.internetmedicine.com
Google is a major contributor to Healthcare in many areas. Perhaps the biggest is "Dr. Google" where the patients searches for medical information about symptoms or conditions. In addition, Google has been a major contributor in the area of Medical Devices, as well as to the creation of medical communities, such as Genomics. Join John Bennett in this exciting webinar to discover all Google innovations in healthcare and discuss the importance of tech giants in building better experiences in this area.
Speaker bio: John Bennett MD, is an ex-ER Doctor, creator of the website www.InternetMedicine.com, and self-professed Geek, who rediscovered his passion for Medicine once computers became useful.
Pharmaceutical companies play an ever increasing role in the treatment and prevention of illnesses. Many leading Pharma companies depend on third-party organizations, like the Almac Group, to help conduct testing, research and trials to improve the overall drug development process.
Almac is a global leader in contract pharmaceutical development and manufacturing services, and recently deployed scriptless test automation to improve its core business application testing in support of its overall business agility goals.
This session will focus on how Almac and TurnKey Solutions partnered to successfully shorten test cycles and improve test outcomes - supporting more rapid deployment cycles for core applications and end-to-end business critical processes.
Shauna Quinn, Software Test Manager for Almac, will share recent results and 4 lessons learned in Almac’s implementation of scriptless test automation, including:
How to build a better alternative to manual testing methods, which for Almac, previously took 20 people and 12 weeks to run
How to streamline operations and shrink testing cycles from multiple weeks to only 3-4 days
How automation helped to quickly and easily validate core business systems using a comprehensive regression suite
How this intuitive software provided a solid testing strategy moving forward
What is HIPAA? What information is protected by HIPAA? Do we have to sign Business Associate Agreements with our vendors? All of these questions and more answered on this BrightTALK exclusive webinar, 8 HIPAA FAQs for Businesses. Join Carlo Tapia, Product Marketing Manager at eFolder, as he takes you through commonly asked questions, an overview of HIPAA, the costs associated with HIPAA violations, and how to protect sensitive patient health information. Business influencers and IT admins will appreciate this 45-minute introduction to the stringent regulations of HIPAA.
Technology can do amazing and complex things, especially in this day and age. But, sometimes modern technology can be applied to solve simple, relatable everyday challenges with fantastic results. Listen in to learn how today's cutting edge IoT & wearables technology can be deployed to drive significant business results including vast improvements in customer service, patient health care, and more. The opportunity is upon us to revolutionize service ethics across many industries in ways unavailable to us before IoT & wearables converged in these simple ways.
Hear use cases in:
Some of the most critical data required to solve analytical problems in the healthcare and life sciences world lack the type of keys that we rely on so heavily in other domains. This session will focus on solutions to the fundamental data connectivity challenges in this area and how to enable impactful analytics on a few high value but disconnected healthcare data sources.
Eric Wicklund, Editor, mHealth News & Niel Levonius, RingCentral
Recent research reveals that care providers are using mobile technologies to enhance care coordination and improve patient satisfaction.
Are you and your IT team equipped to support mHealth easily and affordably?
Join Eric Wicklund, editor of mHealth News and Niel Levonius of RingCentral for this informative 20 minute presentation on trends in cutting edge healthcare communication technology from secure BYOD communications to advanced care coordination platforms. You will learn how:
IT can support healthcare providers to improve outcomes with real-time, secured mobile communications
Mobile, cloud platforms can facilitate care provider and patient engagement
IT can leverage communications solutions that minimize maintenance time and costs
Deploying new patient record systems is more than just servers, networking, and storage. Specialized software applications, compliance and secure data management all need to be considered. Traditional technology vendors all offer partial solutions but you’re left with the hard work. Join Chris Bukowski, Product Manager from NexGen Storage to learn about a better way to deploy patient record systems that include new value-driven data management capabilities that ensure a superior end user experience.
Based on recent research by analyst Bob Larrivee of AIIM, this webinar will address how organizations can leverage technology to identify, evaluate and optimize business processes to increase operational efficiency.
Join us as we explore:
- Drivers for problem-solving, tracking KPIs, process failures and workflow management
- How technology can reduce errors and exceptions that lead to lost business and non-compliance
- Increasing visibility to optimize processes, reduce costs and deliver a superior customer experience
Skip Snow, Senior Healthcare Analyst, Forrester, Gil Vidals, CEO, VM Racks & Eric Rife, Sales Engineer Director, Nexenta
Global health crises are making headlines daily and the medical industry’s ability to respond effectively depends on rapid access to data storage for archival and analysis. Data management has always been a healthcare challenge; today’s data stores are growing exponentially, and the requirement for responsiveness is accelerating.
Join this presentation to hear from industry expert Skip Snow of Forrester Research on the big trends in healthcare data management and Eric Rife, subject matter expert from Nexenta on the compelling Software Defined Storage solutions to meet these requirements. VM Racks CEO Gil Vidals will continue the conversation by showcasing how SDS helps meet HIPAA compliance and healthcare’s unique requirements.
Attend to learn more about:
- The unique challenges of data management in healthcare, the importance of communication across the continuum of care, and why infrastructure is key
- Why storage is increasingly burdensome to healthcare organizations, how to drive down the complexity and cost of solutions, and the positive impact on response time
- How Software Defined Storage solutions help healthcare organizations get to solutions faster, with hardware that is easier to procure
- Why HIPAA compliance hosting provider VM Racks chose SDS to support delivery of rapid, reliable, cloud-based healthcare solutions to its public sector customers