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Deaconess-Waltham Hospital
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The Information Systems (IS) department at Deaconess-Waltham Hospital and CareGroup's Community Service Information Systems department are responsible for supporting information systems at the hospital and its owned physician practices. The Community Services Information Systems Service Level Agreement describes how CareGroup Information Systems supports the community hospitals and affiliated health centers. This addendum to that document describes specifically how Deaconess-Waltham and its affiliates will access those services. This is being done to provide better service, to better manage the workload and to keep track and analyze the nature of the requests for services.
Systems are supported by a combination of local DWH staff and remote CareGroup staff. For instance local staff handle trouble calls for such things as terminals, printers and personal computers while CareGroup staff maintain the local area network and connectivity to CareGroup among other things. The DWH IS department will take all trouble calls and pass off to the appropriate CG staff if necessary. CareGroup has assigned an individual within the IS Community Services division to be the liaison between DWH and CareGroup.
The IS department is staffed 7:00AM to 11:00PM Monday through Friday excluding holidays. During those hours calls should be placed to the IS Help Desk at 781-647-6974. Calls will be logged, assigned a 'support level' as defined by CareGroup, and assigned a work order number which will be given to the caller for future reference. If your call is answered via voice mail please leave a message and the Help Desk staff will get back to as quickly as possible. We urge you to contact the Help Desk for all requests for MIS services in an attempt to properly log and triage the requests. Calls placed directly to support staff or to the department director will often be delayed as those phones are sometimes unmanned for extended periods of time.
During hours when IS department is not staffed, please contact staff via the 'on call' pager at 781-387-6591. Please limit these calls to items of an 'Urgent' nature as defined by CareGroup.
In the event that you are unable to contact anyone using the above procedure and the problem is of an urgent nature contact the CareGroup Help Desk at 617-754-8080. The CG Help Desk will be able to page an IS Community Services staff member. Also, if it is of an urgent nature please contact the department director at the number listed below.
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Name
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Office Phone
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Pager
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Cell Phone
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Peter Olsen, Director of IS
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781-647-6395
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781-387-6218
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781-856-5199
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Your call will be handled in a professional and courteous manner. The normal procedure will follow these general steps:
- Help Desk will ask you for important information and log it in our new tracking tool. Please give us as much pertinent information as you can so we can better triage the problem
- A ticket number will be assigned and will be given to you
- A work order will be created
- Work order will be assigned to responsible staff
- You should expect a call back from the assigned staff or the staff member will arrive in your area. Sometimes the responsible person will be a CareGroup staff member
- The problem will be resolved in a timely manner
- Upon your satisfaction the resolution will be documented and the problem closed out in the tracking system
Due to resource constraints and variable workloads we will not be able to respond to every issue immediately. Please help us provide excellent service to our customers by assisting us in assigning a level of support that matches the true urgency of the problem.
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