IT service management gets a healthy prognosis at Princess Alexandra Hospital NHS Trust

Princess Alexandra Healthcare facility NHS Have faith in in the British isles is transforming how it delivers important IT services to medical employees, freeing up time to focus on the core small business of affected person treatment.

The Trust is working with cloud-primarily based IT service administration system Freshservice from Freshworks to give technology guidance to end users throughout the business. As well as enabling personnel with IT issues to self-serve, the technologies is supporting the Belief to strengthen the administration of its hardware property and to increase the procedures connected to the procurement of new package.

Jeffrey Wood, Deputy Director of ICT at Princess Alexandra Hospital NHS Trust, explains:

The way the NHS typically functions is that the only way to get a services request by way of to an location is you possibly ship an e mail to a central desk or you decide up the mobile phone and discuss to somebody. For me, the biggest place I wanted to improve is shifting extra in the direction of self-provider.

Several of the requests to service desk personnel include popular challenges, this kind of as password resets and account lockouts. On a regular working day, the Trust may possibly receive hundreds of e-mails, this means clinicians could only receive a reaction about an account lockout many days later. The option to day has been buying up the phone, but Wood says the volume of requests to the assistance workforce meant clinical staff members frequently encountered queues:

My biggest priority was to reduce the admin for our frontline staff simply because, though health care personnel are waiting on the cell phone for a password reset, they’re not in entrance of a client. And if they are not in front of a affected individual, care is radically impacted.

The Trust is now applying Freshservice to supply the self-service method that Wood wants. He provides an instance of a password reset. Rather of IT team owning to speak anyone by way of the procedure, the method redirects the consumer to a internet site that supports an automatic reset. The platform also holds usually requested queries to information end users. Wooden claims:

If somebody has obtained an problem, the system will pop up with a knowledgebase to make it possible for them to enable them selves. Because it truly is contextual, it asks the related thoughts. And those people responses can then be forwarded to the appropriate department. It is all automated driving the scenes, so it flows by means of a great deal superior.

Analytics performs a purpose, much too. Freshservice supplies reports on person troubles and Wood’s crew takes advantage of this info to immediate means to the places that need to have it most. They then make proactive changes to build even more improvements in the self-company approach:

We’re continue to in the really early days. I would not say it really is performed and absolutely up on exactly where we want it. There’s however a ton additional that we want to do in phrases of self-provider and building it less complicated for folks, but we are obtaining there.


That said, Freshservice is now possessing an impact on assets. Alternatively of possessing 5 people permanently working on IT provider requests, most troubles can be dealt with routinely through self-provider, meaning only one man or woman should be essential going ahead to offer with unexpected emergency IT requests by mobile phone. Wooden says:

The notion is that, as the self-service takes on far more and extra do the job, we will shut down the email services and just have an unexpected emergency telephone selection. Anything else will be dealt with by means of self-company, which usually means we’re likely to release at minimum 4 persons to be in a position to fix matters rather than becoming on the cell phone and typing in information and facts.

The Freshservice implementation also makes it possible for Wood’s crew to acquire a substantially tighter awareness of asset management. Relatively than staying managed in spreadsheets, the Rely on can use the system to track and trace components belongings. There have been issues inevitably, with Wooden citing the challenge of introducing new means of operating throughout IT and out throughout medical areas as an example:

All people wanted to travel change, but no one seriously understood how to start out. So, I assume placing in position a transformation staff that could drive by improve was a significant thing. The transformation group is definitely about company investigation, which requires gathering necessities, and then the common transformation, which is serving to people deal with alter. We have also bought a small teaching workforce in-household.

Freshworks method to partnering has assisted, with Wood praising the supplier’s wish to create a very long-phrase doing the job romance. This is, he states, a basic crack from quite a few of the vendor agreements that persist across health care:

The NHS is often behind in conditions of comprehension what they need to be performing in a challenge. Freshworks was extremely eager on partnering and wanting at transforming matters, and generating issues superior, as a continued approach all over the full contract.

The lengthy-term intention is to make certain Freshservice turns into engrained into the operational processes of the Believe in. 1 of the things Wood is eager to establish is the roll out of geolocation-primarily based companies that will enable his team to instantly observe and trace property, such as Apple iPads that might have come to be misplaced all over the firm. He is also eager to build a Unified Communications solution that will make it less difficult for men and women to use Freshservice throughout other platforms:

We want to check out and set up chat bots, so that Freshservice can help remedy some of those easy concerns and position persons in the ideal route. We place a lot of instruction videos out now that we were not executing right before. And some of those people simple instruction video clips are bite sized. If people have obtained an challenge, we want to test and immediate them to a location the place they can assist by themselves and not have to hold out for us.

An additional future job requires acquiring a provider catalog that would let men and women to go into the Freshservice system and get package when one thing is broken. This automation of buying processes would lower the strain on the service team, meaning clinicians receive new package quickly and are charged against the proper charge code.

It really is a journey, but a single which is by now demonstrating optimistic deliverables. For other CIOs who are searching to put into practice Freshservice, Wooden has the following assistance:

Consider about how the resources that you convey in will preserve your crew and your clinicians the time – the objective of what we are doing is to help save time for everyone. Our focus need to be on clients all the things we do should really be client-centred. And by releasing people’s time, we can spend more time with sufferers.