Imagine you’re on vacation and your hotel room has a major issue, like a broken air conditioner in the middle of a heatwave — you’d want it fixed immediately, so you can get back to your vacation. The same urgency applies at work when technical issues arise. Quick and easy access to IT support is essential to address your needs and keep operations running smoothly, especially when it can affect workflows, scheduling and most importantly, patient care.

“We’re all busy. No one wants to be stuck at a workstation where they can’t log in or access important records,” shared Carlos de Carlos, director of IT service operations at HM. “You need to be able to find the right person who can fix your situation, so you can get back to work.”

To address that challenge, we’re working to provide you with the most efficient IT support tools. Just like a hotel concierge ensures you have everything you need for a perfect stay, we’re enhancing our services with tools like our IT Support website, quick ways get help while you’re working in Epic, AskI.T. walk-up stations at all campuses and more IT support resources rounding in your areas. This way, you can get assistance when and where you need it, for a more seamless experience.

IT Support Website: IT Support at Your Fingertips

Did you know you can get support on your own through the IT Support website? The IT Support website is your go-to resource for all your technology needs. This user-friendly platform lets you quickly submit and track IT issues and requests, suggest ideas, search the knowledge base for self-help solutions, and stay updated on important IT news, such as downtimes and issues. It’s like having a personal concierge for IT support, right at your fingertips.

To access the IT Support website, scan the QR code to the right or go to the IT Support website directly at itsupport.houstonmethodist.org. You can also find us on The HUB. Regardless of how you access it, the IT support website is your go-to solution for all of your IT needs.

Get Support While Working in Epic

If you’re working in Epic, you don’t have to leave Epic to request IT support. You can click the blue IT button on the top Epic toolbar for help with all IT and Epic-related issues, or click the envelope with a question mark for help with Epic issues only. These tools automatically include key details, such as your user ID, login department and patient information, to streamline your request.

Since becoming available, more than 3,300 Epic users have accessed support through these options.

AskI.T. Walk-Up Stations: In-Person Support, at all HM Hospitals

To provide convenient, one-on-one support, AskI.T. walk-up stations are now available at every hospital from 8-11 a.m. and noon to 4 p.m. Monday through Friday. Think of these walk-up stations like a concierge desk at a luxury hotel — each hospital has a dedicated spot where you can get IT help or ask questions. The goal? To bring support right to your doorstep, making it easier and more convenient for you.

Just like a concierge who assists with all your needs, the AskI.T. teams are here to help with more than just network or application access issues. They provide support for password and multifactor authentication (MFA) updates, workstation and laptop problems, mobile phone assistance and even those IT questions you might be hesitant to ask. If the AskI.T. representative can’t resolve your issue, they’ll connect you with someone who can, ensuring you get the help you need.

To view a list of AskI.T. walk-up stations, click here.

The Voice of the Customer: Lee Ann Arabie, senior project manager at HMCL
“I wanted to share with you one of the many stories about how Keith helped work through an issue with myself and another team member. We have a team member who isn’t very computer savvy and kept moving folders around, causing workflow issues for the entire team. When I took the team member and her laptop over to Keith, he was able to help her navigate through the folders and show her the proper way to access, move and save documents. He demonstrated all of the I CARE values during this exchange.”

On-Site Assistance: Ready to Resolve Any Problem

When you’re on vacation, you expect a seamless experience at your hotel. You trust that the staff working behind the scenes will keep everything running smoothly and be there to quickly resolve any issues you experience. Similarly, at work, you expect to turn on your computer and start working without any problems. If an issue arises, you want it resolved quickly.

That’s where IT’s frontline support staff becomes essential. When you encounter a problem, an entire team is on-site and ready to assist, including principal service analysts (PSAs), physician support coordinators (PSCs), nurse informaticists and the Epic Thrive Team. Service Operations team members and service desk analysts are also onsite and available to help you quickly resolve any issues.

The Voice of the Customer: Chrisy Schexnider, a coding specialist
“I wanted to thank you so much for helping me with my issue on a Sunday afternoon/evening. You were very patient, and I was able to understand every directive you had given me. You helped me solve my problem, and I was able to log in on Monday morning and start my day.”

Evolving to Meet Your Needs

Just as your needs might change during your vacation, requiring different services from the hotel concierge, your IT support needs at work can evolve, too. Soon, a new IT support mobile app will be available, giving you access to help right from the palm of your hand.

As we continue to refine and enhance our IT services to better support you, your feedback is invaluable. We take your responses to our surveys very seriously, ensuring we meet your needs effectively.

Our goal is to make it easier for you to find and get the help you need, bringing resources closer to you so you can focus on what matters most — our patients.