From entering patient data to managing security cameras, information technology (IT) has become an integral part of any physician practice group. Patients, too, have expectations that they can schedule appointments online, fill out electronic intake forms, and securely access their records online.
To help healthcare practices understand the role of a Managed Services Provider (MSP), Jennifer Brown, Vice President, Client Relationship Management, shared her insights on today’s demands for technology and considerations for how an MSP can be customized to serve both patients and healthcare providers.
“Many physician practice groups, whether it is orthopedics, OB/GYN, behavioral health or community health or any mid-sized practice, face the same challenges,” said Jennifer. “The administrative staff often hear from the doctors that they ‘need an IT person’ who can give them the technical assistance they need to do their job. However, an in-house support person doesn’t usually exist.”
An MSP offers the advantage of getting access to a team of subject matter experts (SMEs) who will show up, troubleshoot, and solve specific IT issues as well as keep the day-to-day systems running as expected. Key considerations include:
- Cybersecurity experience
An MSP team stays on top of the latest cybersecurity threats and works to ensure that its client is using proper security practices and keeping personal health information (PHI) protected per the HIPAA Privacy Rule.
“Healthcare is being hit all the time by cybersecurity threats,” said Jennifer. “An MSP team can set up alerts, provide monitoring agents, install antivirus software, and perform security awareness training to help address this ongoing issue from multiple angles. If an attack attempt is detected, the MSP can also remotely log in and shut systems down to minimize damage.”
- Infrastructure oversight
Healthcare practices may underestimate the amount of physical IT technology infrastructure needed to manage their systems. This includes cables, Wi-Fi, the phone system, security cameras, and servers.
“A good MSP can cover anything related to healthcare technology infrastructure, whether it is wireless, hardwired, or hybrid,” explained Jennifer.
- Presence management
While a generic MSP may handle IT needs for a variety of industries, a healthcare-focused MSP appreciates the sensitive and often urgent nature of a healthcare practice.
“We understand the unique needs of the healthcare environment and the importance of presence management,” said Jennifer. “Our MSP team is conditioned to work in any environment or setting. For example, we might have to wait until a room is available, come in after hours to work, or wear protective personal gear.”
- Physical security
Consider a behavioral health setting where security cameras and door systems are essential to patient and staff safety. A healthcare MSP can help plan, install, and manage the technology behind secured buildings and access settings.
- Telehealth capabilities
The ability to offer telehealth consultations can provide several benefits to patients and providers. An MSP can help ensure that the telehealth platform and its underlying technology are secure, ease the process, and offer a seamless user experience.
- Insurance requirements
Insurance companies are increasingly asking healthcare practices about their IT management practices, such as system backup practices, compliance audit schedules, and firewall protections. An MSP can help fill out these forms on behalf of their client as part of their insurance requirement.
“A Managed Services Provider (MSP) offers great value to a physician practice group,” said Jennifer. “Some practices may ask if they can afford it, but there’s truth in the cliché: ‘you can’t afford not to’ when it comes to maintaining essential IT infrastructure along with compliance and security.”
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