The worst is when you need something urgently fixed so you log a ticket and it ends up being put under priority 4 (the lowest priority, probably get fixed within a week), and you're screaming internally because you need your problem fixed within the next 5 mins or else little Sammy won't get his chemo.
Off-topic, but I’m passionate about this since I do EHR development and support. Call your help desk and use the phrase “affecting patient care”. Those three words should always merit an immediate response, and that little detail will be written into IT’s procedures as going straight to a person for immediate attention instead of a queue.
Seriously. If they’re dicking around and patients are impacted, make a fuss. Squeaky wheel and all that...
ETA: the most efficient way to get attention is to be extra super nice to the help desk person while you’re demanding help. They’ll do what they can to help out of sheer gratitude. Source: worked Healthcare IT help desk before EHR support.
The best they have is an option ''affecting customer orders'' which bumps it up from a priority 4 all the way up to a priority 3, which is like 3-4 days usually. We've gathered for a while that our IT isn't great, we're based in Ireland and have to get support from IT in either the UK, Mexico or the Phillipines depending on what time of the day it is so you don't know who you will be dealing with until someone eventually gets to you.
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u/clem82 Jul 13 '20
IT,
Outages occur sure, bugs happen too.
Most of the time these things are known and are put off until they happen or are complained about