Remote Desktop Support Resolves Healthcare Software Support Issues

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NetworkStreaming's Remote Support Solution Enables Timeliness of Critical Decisions

For every second I'm not spending connecting to our client's PCs, I'm spending more time actually fixing the problem, allowing our customers to get back to work more quickly

IT personnel supporting healthcare software are faced with the daily reality of enabling quick access to information for doctors and medical staff making critical health decisions. As onsite visits are all but impossible when supporting nationwide providers, remote support is the only viable model. However, finding a secure solution that allows support reps to connect quickly through a virtual maze of firewalls and systems has proven to be difficult. Practice Partner chose NetworkStreaming's Remote Desktop Support solution to resolve their issues.

Practice Partner provides a complete set of clinical and administrative tools designed to enhance all aspects of the modern medical office. The company is a leader in the development of electronic health records (EHR), practice management, and computerized physician order entry (CPOE) software. Practice Partner systems are used nationwide by more than 1,300 practices of all sizes and specialties, from solo-practitioner offices to large enterprise, multi-site clinics.

The remote desktop support solution Practice Partner was using prior to Network Streaming's remote support appliance was slow and had connectivity issues when dealing with different firewalls and networks. The IT support staff was spending excessive time handling connectivity issues instead of solving their clients' problems.

"For every second I'm not spending connecting to our client's PCs, I'm spending more time actually fixing the problem, allowing our customers to get back to work more quickly," said Practice Partner IT Support Representative Paul Brogan. "Also, with our previous solution we were spending close to 10 minutes to connect to our customers, losing valuable time and money."

Privacy is also a high priority in the health profession. Since the implementation of the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and the more recent deadlines for compliance to the privacy and security rules, Practice Partner's clients have been compelled to use extra precaution in handling protected health information. As a result, Practice Partner's clients are implementing increased security measures - audit controls, unique user identification, transmission security, and emergency access procedures.

Practice Partner needed a remote desktop support solution that was secure, quick, and easy for clinical and administrative staff to use.

"Choosing NetworkStreaming over the competitors was an obvious solution for us. SupportDesk was clearly more cost-effective and manageable than other remote control solutions," said Malcolm Hooper, Practice Partner operations manager. "The appliance was incredibly easy to implement and manage because we host the appliance internally, we save on monthly fees that an ASP solution demands, and we have full control over data security."

For information on NetworkStreaming's remote desktop support appliance, go to http://www.networkstreaming.com.

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Melissa Taylor Dent
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