IT Support: Meeting You Where You Are

In today’s fast-paced, digital world, we rely on technology now more than ever, and health care is no exception. In patient care, every second counts. When you’re using different technologies to care for patients, having a strong IT support system can be a game changer. That’s why we’re driving a systemwide IT transformation to ensure you have convenient ways to receive the support you need — when and where you need it.

You Spoke, We Listened: Personalized Assistance That Meets You Where You Are

While a quick phone call to the IT Service Desk can help you with urgent issues, onsite IT support offers a hands-on approach to assist you with issues and requests that remote support can’t always match.

Earlier this year, HM IT conducted systemwide surveys to get your feedback on how we could do a better job in supporting you. After analyzing thousands of surveys, your top request was to have IT support closer to where you work.

You provided feedback and we listened. We now have more IT teams rounding at each campus, bridging the gap between technology and clinical care by providing real-time, on-the-spot support to our hospital staff. This includes IT Service Operations teams, principal service analysts (PSAs), physician support coordinators, nurse informaticists, medical device integration teams and other IT team members rounding at all campuses to help you.

“Being present in the hospital environment gives our IT support teams the opportunity to observe workflows, identify potential bottlenecks and collaborate directly with our providers, clinicians and hospital staff,” said Carlos de Carlos, director of IT Service Operations.

Meet Your PSAs

The IT Service Operations team has expanded to give you more onsite support. Principal Service Analysts (PSAs) are now available at all campuses, as well as for HMAI, the Physician Organization and HM Corporate. Their goal is to help you with your IT needs — everything from Epic support and issues, to resolving application and equipment issues.

HMB: Angela Smith

HMCL: Matt Trana

HMH: Kester McCuin

HMH: Rosyln Grizzard

HMSL: Nam Pham

HMTW: Dorina Melendez

HMW/HMCCH: Olamide Williams

HMB: Chancedi Wilson

HMAI, Corporate and PO: Godwin Ogiamien

“As a PSA, it’s rewarding to be onsite, providing one-on-one support to various roles from providers and clinical staff, to front desk staff and unit clerks,” said PSA Godwin Ogiamien. “For our last Epic Update, I rounded at different HMH buildings to help get everyone prepared and to answer any questions they had.”

“It’s really helping physicians who need quick, in-person help, so they don’t have any interruptions when caring for their patients,” Ogiamien continued. “Recently, I helped a physician troubleshoot issues with e-prescribing medications, while he was walking to see his next patient.”

Need Onsite Help? Check Out AskI.T.

If you can’t find an IT support representative rounding in our hospitals, you can visit an AskI.T. walk-up station, located at all community hospitals (HMH will open at a later date). Available between 8-11 a.m. and noon – 4 p.m. Monday through Friday, you can simply “walk up,” and let one of our IT experts help you with anything from network and application access and support, to setting up your mobile device and much more! If the walk-up station can’t fix your issue, they’ll find someone who can.

HMB: Kirk Selexman

1st Floor, Room 1745
(near Security)

HMCL: Keith Irwin

1st Floor, Across from Administration

HMSL: Dan Miller

1st Floor, Sweetwater Pavilion
(near HR and Starbucks)

HMTW: John Herron

3rd Floor, Garage B Skybridge (near Einstein Bagels)

HMW/HMCCH: Greg Brown

1st Floor, Main Building
(near Security)

HMWB: Hector Andrade

1st Floor, North Pavilion Main Lobby (near Starbucks)

To Keep Improving, We Need Your Feedback

Earlier this year, we launched the new IT Support website (itsupport.houstonmethodist.org), powered by ServiceNow. Here, you can submit your IT issues, requests and ideas online, offering both convenience and transparency. You can also use this website to track your ticket’s progress, stay current on the latest HM IT news and downtimes, or browse knowledge based articles (KBAs) to find solutions on your own.

Another notable part of the new IT Support website is its IT survey feature. When you submit a ticket, there’s a survey available at the end, so you can provide valuable feedback about your experience. It’s important that you take this survey every time you go to the site and submit a ticket, so we can assess your responses and continue working to improve the quality of the support we provide to you.

Get the IT Support You Need

Technology is a key component of the work we do every day. Whether you’re on the front lines caring for patients or working behind the scenes to keep operations flowing, having onsite, in-person IT help isn’t just beneficial — it’s essential. With multiple IT support resources onsite, you can trust that help is always available when and where you need it, allowing you to continue to focus on what truly matters — delivering exceptional care to our patients.

CIO QUARTERLY REPORT - September 2024