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Digital Workplace Services - Virtual Tech Care for Healthcare

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Digital Workplace Services Virtual Tech Care for Healthcare

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Healthcare has been shaken by COVID-19. Along with many other aspects of the industry, the model for IT support should not return to pre-pandemic norms and vulnerabilities. Healthcare organizations have the opportunity – and the need – to strengthen their resiliency by moving to a hybrid IT support model that leverages modern technologies to deliver immediate remote issue resolution.

Healthcare organizations have the opportunity to strengthen their resiliency by moving to a hybrid IT support model to deliver immediate remote issue resolution

The COVID-19 pandemic is shining a spotlight on healthcare worldwide, revealing vulnerabilities that can no longer be minimized or ignored. One such vulnerability is the traditional approach to IT field services that healthcare systems have relied on for decades. Healthcare organizations have primarily used an onsite IT services model for hospitals and clinics with minimal adoption of virtual support.

COVID-19 has unexpectedly presented unique challenges due to travel restrictions, site access limitations, forced “work from home” and social distancing. Under these conditions, getting a field technician to a healthcare worker in need of IT support can be difficult or even impossible. Without this support, healthcare workers are hindered in the performance of their jobs at the very time when optimal performance is absolutely critical.

Technical Tele-Support for Healthcare Workers

Unisys provides the virtual tech support healthcare organizations need to continue delivering vital services without delay or disruption. Unisys supplies remote support by leveraging advanced technology that enables the healthcare worker the ability to solve an issue under the guidance of a trained technician.

In the past, remote support was often frustrating, as technicians and healthcare workers do not necessarily “speak the same language.” In particular, healthcare workers frequently struggled to understand and carry out the technical directives necessary to resolve issues.

Unisys eliminates confusion by using merged reality tools to enable the technician to blend verbal instruction with visual instruction.

Here’s how it works:

  • When a healthcare worker contacts remote support, the technician sends a link to the user’s smartphone or tablet.
  • Clicking the link connects the user with the technician and enables a set of tools, including merged reality capabilities.
  • The healthcare worker uses the smartphone or tablet’s video to allow the remote technician to see exactly what they see.
  • The technician guides the user on what to do to resolve the issue.

Merged Reality Tech Support Experience

It is no longer necessary for healthcare workers to wait hours or days for an onsite technician to respond to an IT problem. Any issue a healthcare worker is likely to encounter can be resolved immediately with remote virtual assistance. For instance, a U.S. doctor was recently in quarantine after two weeks due to COVID-19. She was able to get a new corporate laptop, but needed help connecting to the hospital’s network from home. A Unisys remote technician used the Unisys Virtual Tech Care to guide the doctor through the steps required to connect to the network quickly and easily.

Virtual Tech Care for Immediate Issue Resolution

Healthcare has been shaken by COVID-19. Along with many other aspects of the industry, the model for IT support should not return to pre-pandemic norms and vulnerabilities. Healthcare organizations have the opportunity – and the need – to strengthen their resiliency by moving to a hybrid IT support model that leverages modern technologies to deliver immediate remote issue resolution.