Services

Cost effective, customized, secure, leading-edge IT solutions

Our team of more than 100 customer support representatives, analysts, designers, technicians and project managers can help healthcare organizations transform the capacity and functionality of their information technology. The following provides more detail about our various service offerings:

Customer Service/Helpdesk

HITS' Customer Service team, through our Helpdesk, provides support for all technology needs for our valued health care organizations and related business entities. The Customer Service team also supports use of Hamilton Health Sciences-hosted application environments such as Meditech, Safety Occurrence Reporting, Integrated Decision Support, ClinicalConnect™, Blackberry Enterprise Services (BES) and many other clinical information systems.

The Helpdesk is effectively a central point of contact that operates 24/7 on site and through on call services for any technology inquiry. Inquires are logged and tickets are tracked. Tickets can be opened by calling the Helpdesk, emailing the Helpdesk for non-urgent issues or by using GET-IT at supported sites. The Customer Service team manages all technology-related issues or service requests from the time they are initially reported to resolution.

Strategic Planning & Project Management

HITS' strategy planning and project management teams deliver high quality solutions that meet or exceed business requirements, using standard methodology and tools, according to your business priorities and timelines. Our project managers will work with you from start to finish to ensure your success. Part of the project oversight includes reports to support IT governance, including labour capitalization, resource management, project charters and priorities.

Security Consulting

The Security team provides expertise, support, and solutions to ensure your entire IT environment including systems, networks, servers and data are protected. The team utilizes a variety of tools and industry best practice to ensure your environment is safe and secure.

The Security team has the skills to provide Threat Risk Assessment that will outline a list of potential vulnerabilities that could be exploited for malicious intent. The team will review all of these with you and make suggestions and recommendations to mitigate that risk for your particular environment depending on your wants and needs.

Security is a rapidly changing entity and our team of dedicated security experts will help ensure you stay informed and aware of all options available to you to ensure the safeguarding of your IT environment within your organization.

Clinical Informatics

Clinical Informatics at the simplest level is about providing better care to patients using technology.

The notion that care is better results from the extensive use of technology throughout the patient journey within the healthcare system which ultimately results in more timely and accurate patient information being made available to health care workers so clinical decisions can be made efficiently and with the best available information to affect positive outcomes for the patient.

Technology is used from the moment a patient is registered in the electronic systems at the organization. The flow of this information to downstream systems is a complex and cumbersome process and is linked with many electronic systems.

The Clinical Informatics team is responsible and accountable for integrating and adopting technology in a clinical environment. Sitting at the intersection of clinical practice and information technology, the Clinical Informatics team utilizes their knowledge and leadership to ensure the efficient and optimal use of clinical information systems which directly affect patient care. They provide leadership in the development, implementation and change management of clinical informatics projects, processes and programs. As such, Clinical Informatics is uniquely positioned to advance the organization in their use and adoption of Health Information Technology and ultimately provide better care to patients.

Electronic Health Information Systems

HITS' Production Systems and eHealth Solutions support team offers a varied range of services related to electronic health systems. The team is responsible for providing consultation, implementation and support for applications for all our customers' electronic health systems. Our team provides extensive implementation of solutions and services in partnership with HITS' Clinical Informatics team in the Meditech HIS and Epic Ambulatory Systems platforms.

HITS' eHealth Office manages the advancement of regional eHealth initiatives and priorities. The eHealth Office, in concert with Hamilton Health Sciences (HHS), are leaders in the advancement of eHealth systems and solutions which enable improvements in healthcare delivery, patient care and safety.

The eHealth Office provides management services such as regional eHealth strategic planning, stakeholder engagement, communication, adoption, transformation and change management, proposal preparation and negotiation, program and implementation management and enhancement planning. As part of the connecting South West Ontario (cSWO) Program and HHS are the regional solution providers deploying ClinicalConnect™ across the Erie St. Clair, South West, Waterloo Wellington and HNHB LHINs, and are the regional delivery partners for HNHB.

Application Development

Our team also provides application development, SharePoint support and workflow development using Infopath Forms, applications integration, including HL7, iOS application development and web design.

Network Support & Design

Working with our partner CompuCom, we will assist you with the design and build of network solutions that meet all your business needs in a safe and secure manner. Our network experts will ensure networks are sized appropriately and design for optimal performance.

IT Core Services

The HITS team has extensive experience in delivering core IT Infrastructure services. Our talented team can ensure the correct solution is available to meet your organization's needs. Whether you need Citrix, Email, File & Print, or Domain Management services, we have the core IT solution to ensure the continuous and secure operation of your IT investment.

Hosting Services

The HITS team can also provide you with a variety of Hosting solutions. We have a strong team dedicated to ensure secure and always available Data Centre, Server Hosting, and Storage Management offerings. The storage needs of your organization must also be taken into consideration with your disaster recovery and business continuity needs. Our team can help you with planning and assessing the needs of your organization to come up with a custom solution that will ensure the continuous, safe, and secure operation of your organization.