Choosing an IT support provider is a bigger decision than it first appears. The right one keeps charting systems running, answers calls from frustrated nurses quickly and quietly handles security in the background. The wrong one treats a medication cart outage like a broken office printer.
If you are evaluating helpdesk options, whether for the first time or replacing a provider, these questions can help you compare candidates beyond price and glossy brochures.
Do you support long-term care or senior living organizations today? Ask how many, and what systems they work with.
Are you familiar with our EHR? Experience with PointClickCare or whichever platform you use, including printers, tablets and interfaces, speeds up troubleshooting.
Will you sign a business associate agreement? Any provider with access to systems that hold resident information should do so without hesitation.
How do you handle HIPAA requirements in your own operations? Ask about their security practices, training and access controls.
Do you understand survey and emergency preparedness requirements as they relate to technology?
What are your support hours? Care happens around the clock. Ask what happens at 2 a.m. on a Sunday.
What are your response and resolution targets by priority level? Request them in writing.
Who answers the phone? A person, a call center, a ticket portal only?
How do you handle emergencies, and is there an escalation path to senior engineers?
Do you provide on-site visits, and how quickly can someone arrive?
Does support include servers, network equipment, phones, printers, copiers and mobile devices?
Is security included, such as endpoint protection, email filtering, patching and monitoring?
Do you manage backups and test restores?
Can you assist with vendor coordination, such as dealing with an internet provider or EHR vendor on our behalf?
Will you help with projects, such as moves, upgrades and new locations, and how is that billed?
Do you offer planning and budgeting support, such as technology roadmaps?
How do you protect your own accounts and tools, and do you use multi-factor authentication?
Who on your team has access to our systems, and are they background checked?
How do you handle remote access and log sessions?
What is your incident response process if our network is attacked?
Do you carry cyber liability and professional liability insurance?
Pricing models vary widely. Ask clearly how you will be charged, since surprises are common:
Per user, per device or flat monthly fee?
What is included, and what triggers extra charges?
Are hardware, software licenses and projects separate?
What is the contract length, and what are the terms for ending the agreement?
How will price increases be handled?
What happens to documentation, passwords and administrative control if we leave?
A low monthly price that excludes after-hours support, security and project work may cost more than a higher all-inclusive offer.
How do staff request help, and is it simple enough for a busy shift?
Will we receive regular reports on tickets, response times and trends?
Will there be periodic business reviews with leadership?
How do you communicate during outages?
Who will be our point of contact, and will we have continuity with the same people?
Ask for two or three references from organizations similar to yours in size and type. Ask them what happens when something goes seriously wrong, not just how things go on a normal day. Also ask about turnover among the provider's staff and how the transition went when they were onboarded.
Reluctance to sign a business associate agreement
Vague answers about security or backups
No documented process for onboarding and offboarding
No after-hours option for a facility that operates 24 hours a day
Pressure to sign quickly
Unwillingness to provide references
UnityCare IT works with long-term care, assisted living, senior living and clinic operators across Oklahoma, Texas and Arkansas. Whether or not you choose us, we are happy to share a checklist and talk through what a strong helpdesk arrangement should look like for your organization.
Call or text: 405-285-3845
New customers: start@unitycareit.com
Existing customers: support@unitycareit.com
Address: UnityCare Technologies, 2524 N Broadway Ste 554, PMB 947974, Edmond, Oklahoma 73034-4172