Use cases · Multi-site care
Multi-site careHealth & clinics
When the printer is down at 8am and the first patient is at 8:10, the desk has to know which problem is actually urgent.
How IT usually works in this setting
A multi-site practice runs on appointments, and every minute of downtime is a waiting room. IT is usually one or two people who also handle everything else, and nothing in the day leaves room for a slow fix.
What it costs you today
- Urgent incidents queue behind low-priority requests because everything looks the same.
- Nobody can see which team is holding up a job, so the chase is manual.
- When the practice manager asks what IT actually did last month, the answer is a shrug.
- The person who knew how the practice network is wired has left.
What the desk does about it
- Urgency decided once, applied everywhere — Clinical-impacting incidents carry their own priority and deadlines, per team, so a printer at reception outranks a software request every time.
- Per-team deadlines, not one shared clock — The desk tracks each hand-off separately, so you can see whether the delay sits with first line, the vendor or the site visit.
- Fixes that stay fixed — Resolutions are turned into knowledge articles, so the third printer call becomes a two-minute job for whoever is on.
- A month in one page — The practice manager gets a plain-language summary: what broke, how fast it was fixed, what it cost in downtime.
“The clinic printer is down at 8am”
Labels must print before the 8:10 appointments.
What we show you, in order
Priya N., practice manager — sample record
- Priya reports the fault from her phone, in a portal that already knows her site.
- ELLA reads it, sets Priority High and the Clinical/Printing category, and checks the knowledge base for the same fault at that site.
- The ticket is assigned to the on-duty engineer with the asset's warranty attached, and the per-team deadline starts.
- A work note is drafted from the last identical fault, so the fix begins immediately.
- Resolution is confirmed, the deadline is met, and the fix is written into Knowledge.
Why it lands
The queue moves on clinical impact rather than on who complained loudest — and the next occurrence is a five-minute job.
What we can stand behind
- Per-team deadlines and overdue tracking, not one deadline for the whole request.
- Assets carry warranty, location and history, so the engineer knows what they are walking into before they drive to the site.
- Requests can be raised from the portal, from email, or by talking to the assistant.
- Sample records are clearly marked wherever they appear on this site.
What we would need from you
- Your sites, their hours, and which systems are clinically critical.
- Your service catalogue — even a rough list gets us most of the way.
- The escalation path for each site, including any vendors involved.
- Two short sessions with the practice manager and whoever runs IT today.
What every one of these has in common.
The configuration changes by sector. The platform underneath it does not: one record per request, service levels per team, and tenancy enforced on the server.
One request, everything attached to it
The same data model behind all eight situations — which is why a sector change is a configuration change rather than a new product.