Stop Spending Fortunes on Poor Healthcare IT Support: A Guide for Medical Facilities

In 2025, information technology will continue driving advancements in healthcare, with professionals and patients relying heavily on digital technologies. Globally, over 1.3 billion people utilize digital health solutions—a number set to grow. This article shows how high-quality healthcare IT support can help enhance your medical facility’s operations, boost patient care delivery, and safeguard vital health data.
Game-changing Advantages of Healthcare IT Support Services
You can gauge the healthcare industry’s technology saturation based on firsthand experience in facilities and from official statistics, such as those on healthcare services in the United States.
With this state of affairs, efficient IT support contributes to healthcare delivery excellence, covering seven fundamental quality domains: patient experience, operational effectiveness, systemic efficiency, service timeliness, clinical safety, equitable access, and sustainable operations.
Healthcare IT support assists in the uninterrupted and smooth operation of healthcare organizations’ IT infrastructure, including primarily software and networks, focusing on:
- Swift resolving failures and issues
- Preventing failures, breaches, and compliance violations by identifying and assessing potential risks, analyzing typical problems, and using prophylactic measures
Here are the pivot benefits that your medical facility can receive with the introduction of robust IT support:
1. Improved patient care: Enhancing clinical practices and treatment outcomes and facilitating access to medical care through digital health technologies (DHTs).
2. Advanced data security: Protecting sensitive health records with proactive security measures and instant incident response
3. Compliance with healthcare regulations: Ensuring adherence to regulations like HIPAA, avoiding penalties, and building patient trust
4. Support for healthcare professionals: Reducing healthcare workers` technology-related frustrations and helping address staff shortages by improving workflows
5. Increased operational efficiency: Minimizing downtime and ensuring uninterrupted operations by preventing delays and critical failures
As you can see, comprehensive IT support positively impacts all key areas of healthcare facilities’ operations, helping to improve patient outcomes, save funds, and increase ROI.
Key Components of Medical IT Support
As the practice of applying information technologies in the healthcare industry confirms, efficient healthcare IT support relies on a balanced combination of reactive and proactive strategies. Both approaches are critical in ensuring smooth operations, reducing downtime, and maintaining high-quality patient care.
Reactive IT support addresses issues as they arise and involves responding to immediate technical challenges. This includes:
- Incident troubleshooting: Quickly identifying and resolving system failures
- User query resolution: Providing support for staff inquiries and technical problems
- Service restoration: Restoring systems to reliable operation after disruptions
Proactive IT support helps you deal with potential issues before they occur and focuses on preventing technical problems and maintaining long-term system health. Key elements include:
- Risk identification and tracking: Continuously monitoring for vulnerabilities and potential threats
- Infrastructure monitoring: Regularly reviewing system performance for early signs of failure
- Change impact analysis: Assessing how modifications affect applications and network stability
- Preventive maintenance: Regular system updates and patches to avoid vulnerabilities
A balanced approach matters, and combining both strategies offers the best outcomes in healthcare facilities. Proactive measures reduce the frequency of issues, while reactive support ensures swift action when problems arise.
IT Support for Healthcare: Essential Parameters and Features
Healthcare organizations determine the scope of the necessary IT support based on their goals and needs. In healthcare industry practice, it is customary to distinguish the following three levels of IT support for care facilities.
Level 1 (L1) – Basic User Support
L1 support serves as the first point of contact for healthcare staff facing IT issues. Often called the Service Desk or Help Desk, it handles basic troubleshooting, such as login problems, software setup, and access issues. Support specialists follow predefined steps to resolve routine problems quickly, minimizing workflow disruptions.
Level 2 (L2) – Advanced Technical Support
L2 support addresses more complex issues that require deeper technical expertise. This level involves troubleshooting system logs, network problems, and software system malfunctions. Tasks may include setting up multi-factor authentication, managing network access, and performing server maintenance. Based on the analytical findings of L2 support, support services teams may suggest ways to optimize IT system performance.
Level 3 (L3) – Expert System Support
L3 support focuses on advanced system management and infrastructure optimization. It handles critical issues like server virtualization, network design, and disaster recovery planning. L3 engineers also manage complex medical software concerns, working at the code level when needed to ensure system stability and security.
Comprehensive support services should encompass all information systems that medical facilities use, including EHR/EMR systems, medical device software, patient portals, practice management software, doctor on demand and doctor appointment apps, and more.
As a rule, a medical facility and service provider detail the scope, standards, and responsibilities for healthcare IT support in a Service Level Agreement (SLA). Key parameters often include response times, uptime guarantees for critical systems, etc.
Metrics can also cover, e.g., data recovery times after outages, ticket resolution rates, and security-focused commitments. Customization of these metrics allows healthcare providers to obtain robust, uninterrupted IT support tailored to their specific needs.
Specialized Solutions in the Healthcare Information Technology Services Support
Healthcare is changing faster than ever, and your facility’s adaptability may require specialized services in critical areas of IT infrastructure.
Cloud-based solutions
Cloud computing in healthcare is projected to reach $89 billion by 2027, and 81% of healthcare leaders implement cloud-based solutions across their enterprise operations. At the same time, according to a PwC report, about half of such organizations are still on the way to the desired goals.
Proactive IT support services can help institutions in the healthcare industry unleash the potential of cloud computing and get the most out of investments in this area. Your facility can leverage cloud solutions for ubiquitous data accessibility, automated scalability, and cost optimization while maintaining high-quality healthcare delivery.
Healthcare integration services
An IDC survey revealed that 88% of U.S. healthcare providers plan to increase their investments in third-party technology through 2024, underscoring the industry’s commitment to adopting advanced solutions.
Integrating third-party software systems, foremost EHR integration, into medical facilities’ IT infrastructure is essential for enhancing operational efficiency and patient care. However, this process presents unique challenges that require specialized IT support solutions. Expert support for integrated systems assists in ensuring their ongoing interoperability and data exchange while complying with security standards and industry regulations.
Telemedicine systems support services
The contribution of telemedicine to healthcare delivery and patient satisfaction grows. According to a recent survey of adults in the United States, 69 percent prefer telemedicine visits for prescription refills, nearly 50 percent for remote medical consultation for minor ailments, and 41 percent for mental health needs.
Your facility’s telehealth systems, among other things, need support for the smooth operation of HIPAA-compliant video conferencing, multi-participant session mode, doctor-patient messaging, etc.
Preventing and Fixing the Most Common Flaws in Healthcare IT Support
Healthcare IT support must effectively address its operational challenges to help medical practices run smoothly. That is why it is worth getting acquainted with real reviews from healthcare professionals regarding the drawbacks of healthcare IT support, grouped by typical flaws. You can also adopt Raisapp engineers’ recommendations to prevent or resolve these issues.
1. Insufficient team competence
Healthcare IT support suffers critically when gaps in staff training arise, often stemming from inefficient specialist development methods.
Specialists may inconsistently handle similar user issues without clear internal communication and skill-sharing within the support team.
Healthcare professionals’ keen eyes frequently identify which internal weaknesses are the root causes of declining competence across the support team.
Recommendations:
- Standardize support staff training: Build comprehensive training programs based on real-world cases. Ensure all support staff receive training on common issues and solutions
- Implement an internal knowledge base: Be sure that your personnel have complete and up-to-date documentation on the software they use. Create an easily accessible additional knowledge base for end users and support staff to reference
- Constantly develop your support team: Introduce skills and experience sharing, mentoring, cross-checks, and analysis of basic problems and troubleshooting methods. Keep staff updated on new features and best practices
2. Slow response
Slow response times from healthcare IT support services can create significant challenges for medical professionals and increase stress.
For doctors and managers juggling demanding schedules to meet patient care responsibilities, delayed resolutions to software issues disrupt workflows, strain resources,
These delays can hinder timely access to vital medical software tools, compromising the quality and efficiency of healthcare delivery.
Recommendations:
- 24/7 support: Provide round-the-clock healthcare IT support. To facilitate this, you can automate IT support processes by applying, for example, AI software development products
- Define and agree on all the main parameters of IT support: Set standards for responding to requests, resolving typical problems, communicating with users, etc., for example, in a service level agreement (SLA)
- Create a healthcare IT support toolkit: Arm your specialists with well-tested algorithms for solving typical issues and practice their use at training until automaticity
3. Limited communication options
Limited communication options with healthcare IT support can significantly disrupt operations in medical facilities. When users cannot choose from multiple convenient channels—such as phone, email, text messaging, or live chat—it hinders efficient problem resolution.
Overloaded communication lines or unclear instructions on how to contact support further compound the issue, leading to wasted work hours and delays in addressing critical software issues.
Ensuring robust and accessible support communication is vital for maintaining seamless workflows in healthcare environments.
Recommendations:
- Introduce multi-channel support: To cater to user preferences, offer multiple ways to reach support (chat, email, phone, instant messaging, voice-over-IP (VoIP) services, etc.)
- Set up communication channels properly: Provide them with adequate bandwidth and take care of clear instructions for their use
- Allow users to supplement requests with information in different formats: Often, a screenshot or a short video will help the user and the support engineer understand much faster
4. Inflexible service
Healthcare IT support’s flexibility and adaptability are crucial for ensuring seamless operations in medical facilities. Support teams must understand the unique workflows, needs, and priorities of medical staff and accurately assess the criticality of each user request or issue. Their work should avoid creating bottlenecks and align with physicians’ and nurses’ schedules to minimize disruptions.
It is appropriate for the IT support team to announce and explain novelties related to software solutions to the healthcare facility staff.
However, even after doing this, you still need to be prepared for an avalanche of additional user questions.
Essential innovations, such as implementing new digital tools, upgrading applications, or integrating complex software systems, often demand additional attention and effort from IT support. A responsive and tailored approach helps make such transitions smooth and effective for end users.
Recommendations:
- Inform users about planned changes and updates: This practice allows you to prepare users for transformations and prevent the support team from suddenly overloading
- Ensure targeted support for large-scale innovations: Build a temporary dedicated support team, prepare manuals or video tutorials, and answer possible FAQs while conducting integrations, launching new or updating existing software systems, etc.
- Set the right priorities for the IT support team: Troubleshooting, choosing the moment to clarify something or reconfigure the software system, etc. – IT specialists should always do this in a way without disturbing the doctor’s schedule and interfering with the planned patient care
5. Lack of analysis and feedback
Customer-centric IT support analyzes user requests, identifies software weaknesses, and addresses the most pressing issues that end users face.
Clear feedback on timelines for bug fixing and improvement implementation fosters trust and transparency.
The handling of requests beyond their immediate scope is also a reflection of the support team`s professionalism.
Of course, IT support cannot solve issues of scalability, performance, and mobile friendliness that are described in the reviews presented. However, gathering and organizing frequent issues by support engineers allows stakeholders to prioritize critical updates, improve software release by release, and focus on the most vital needs of healthcare personnel.
Recommendations:
- Involve the IT support team in gathering and analyzing user feedback: Such an approach helps to provide relevant insights to stakeholders for healthcare software upgrades
- Implement a user-centric approach: Have the support team constantly inform end-users about the results of their requests, the planned dates for resolving the issues they raised, and what improvements to the software have been made possible by feedback from healthcare professionals
- Take care of pain points and bottlenecks: Provide specialists with proven methods and instructions for resolving critical failures and issues that cause the most frequent requests
Benefits of Healthcare IT Support Services from a Software Development Company
According to Deloitte, around 71% of businesses outsource their IT operations to managed service providers. Such an approach helps them fill the knowledge gaps, reduce costs, and improve overall IT efficiency.
Engaging a software development company for healthcare IT support enables medical facilities to streamline digital processes, aligning them with business objectives. This partnership ensures that software development, new application deployment, legacy software updates, integrations, support, and staff training are managed by a single, knowledgeable entity that understands your facility’s unique needs and the healthcare sector’s specifics.
Here are at least a couple of points on how IT support from a software development company can drive improvements in healthcare delivery.
Access to the full range of healthcare IT services
Generic IT support frameworks fail to address all the healthcare-specific complexities. A comprehensive response to the challenges faced by medical institutions demands more than technical proficiency for glitch-free running existing systems.
These objectives often require building digital solutions from scratch with a deep understanding of clinical operations. Domain expertise ensures a comprehensive understanding of both technological requirements and medical workflows, in particular, delivering tailored department-specific solutions addressing specialized needs – from diagnostic imaging workflows to pharmaceutical inventory management systems.
Assistance with AI implementation
Partnering with software development companies contributes to AI adoption in healthcare facilities. AI healthcare solutions have impressive capabilities, but their success hinges on working with data properly. Companies that combine expertise in AI and healthcare assist in creating a system for collecting and processing high-quality data. With clean, relevant, and structured data, AI models can provide meaningful insights and improve healthcare providers` decision-making.
Moreover, integrating generative AI software development products into healthcare IT support greatly enhances the user experience of health apps. You can learn about Riseapps` generative AI solutions from the image below.
AI-powered tools like AI chatbots and full-fledged virtual assistants can deliver intelligent, round-the-clock support, addressing patient inquiries or troubleshooting software issues in real time. These solutions create a more personalized and efficient interaction for patients and medical professionals who use healthcare digital solutions, reducing response times and increasing satisfaction.
Healthcare Software Solutions: Riseapps Client Success Stories
Case Study: Black Doctor 24/7
Black Doctor 24/7 is a telemedicine platform that connects patients with physicians and features a virtual assistant for patient support, telehealth services, and secure healthcare management tools.
Implemented Solutions:
1. AI-Powered Virtual Assistant: Developed “Amina,” a 24/7 AI virtual assistant for symptom checking, patient guidance, and reducing service times by 65%.
2. Physician Web Portal: Built a multi-functional platform for doctors to manage appointments, e-prescriptions, and administrative tasks.
3. Secure Patient Mobile App: Delivered a HIPAA-compliant mobile app featuring telemedicine, symptom assessment, real-time chat, and physician selection tools.
Project Results:
- Rapid Deployment: Delivered the complete platform within six months
- Operational Efficiency: Reduced care delivery overheads by 40%
- Regulatory Success: Achieved 100% HIPAA compliance through rigorous security testing
Case Study: PareIT
PareIT is an AI-driven platform designed to transform the medicolegal industry by automating medical record summarization.
Implemented Solutions:
1. Case Management Dashboard:
- Created a detailed hub to monitor and adjust case statuses (e.g., created, analyzing, in review)
- Enabled bulk editing and granular tracking for greater administrative efficiency
2. Advanced Medical Record Search:
- Introduced robust search capabilities for diagnoses, cases, doctors, and AI-generated contexts
- Supported multi-component searches for streamlined record navigation
3. AI Conversational Bot with Real-Time Support:
- Designed and trained AI bots on thousands of scenarios
- Enabled bots to handle 95% of user requests, drastically reducing response times
Project Results:
- Efficiency Gains: Medical summarization is now 40x faster, taking hours instead of days
- Cost Savings: Summarization costs reduced to $300 per 1,000 pages, a third of previous costs
- Real-Time Support: AI bots handle 95% of user requests, improving user satisfaction and reducing workload
- Ensures uninterrupted access to patient records and critical data
- Helps to maintain compliance with regulations like HIPAA in the U.S. or GDPR in Europe
- Enhances the efficiency of patient care and administrative tasks
- Reduces downtime caused by technical issues
- 24/7 help desk: Troubleshooting software issues
- System integration: Ensuring seamless communication between devices and software
- Data backup & recovery: Protecting patient data against loss or breaches
- Compliance support: Ensuring all IT systems meet healthcare regulations
- Cybersecurity: Safeguarding sensitive medical data against cyber threats
- Experience in healthcare: Familiarity with industry-specific needs, regulations, and solutions
- Ability to provide 24/7 support: Around-the-clock assistance for critical issues
- Scalability: Ability to grow as your healthcare organization expands
- Proactive Monitoring: Identifying and addressing issues before they escalate
- Set up secure video conferencing tools
- Provide reliable patient-doctor communications
- Ensure HIPAA compliance for virtual visits
- Resolve connectivity and software compatibility issues
- Assure seamless integration with electronic health records (EHRs) systems and more
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