HIPAA
US law securing protected healthcare information
Healthcare
Keeping smiles on the faces of your patients and staff
Our centralized HIPAA compliant help desk stores all your patient data in one convenient place, and helps to reduce the pressure on your staff.
Healthcare heroes that rely on Deskpro
Deskpro has worked really well for our purposes. We needed some customization which Deskpro was able to help us out with and the support was great.Steven Zats Owner
Protect patient information with secure deployment and HIPAA compliance.
Customize your help desk with notification tools and prompts.
Centralize all of your data to keep patient information at your fingertips.
Powerful automations make your help desk run more efficiently.
Give patients easy access to information with a 24/7 self-service help center.
Track the performance of your support service with in-depth analytics.
Join other healthcare providers improving their support with Deskpro
We were using another help desk software, but we had to stop using it because it wasn’t compliant with current legislation surrounding health care data.
Glenn Jackson IT Support Engineer
Using Deskpro, we've seen a noticeable improvement in the services that we have been able to provide to our customers.
Neil Davis Procurement Support Manager
We are always glad that we moved from Outlook to Deskpro, our capacity to handle support is much better now. We can measure our performance and stay on top of all our client communication.
Mustafa Büyükkaya IT & Business Development Manager
Security
Keeping sensitive healthcare data secure
Whether you choose our Cloud or On-Premise deployment for your help desk, Deskpro can ensure that your patients' data will be kept secure.
Cloud
Cloud deployment protects against intruders and secure AWS immediately writes up your data to disk which is backed up in multiple locations with up to 99.99% uptime guarantee.
On-Premise
On-Premise offers the same security as Cloud with the benefit of self-hosting. Control who accesses your data to comply with healthcare regulations and protect the sensitive information stored in your help desk.
Deskpro's compliance certifications and regulations
ISO 27001
Specifies requirements for an ISMS to manage sensitive info securely
GDPR
EU regulation protecting citizens' data & privacy rights
SOC 2 Type II
Reports on control effectiveness over time for Trust Services Criteria
Cloud Security Alliance
Promotes secure cloud environments via best practices
California Consumer Privacy Act
Enhancing CA residents' privacy rights through stronger consumer protections
Automation
Prioritize your patients' needs with ease
If a patient needs emergency medication, or has a time sensitive health issue they will need a quick resolution.
Arm your agents with time-saving tools that increase the efficiency, quality and consistency of their work so that they can resolve any problems for your patients and still provide top quality support.
Make sure your patients always feel taken care of
Automations that your admins create will ensure that actions occur to notify the correct agent or department of a priority ticket, without the need to manually triage tickets.
Important patients who require an urgent response can be added into a usergroup in your CRM as a priority patient. Settings applied to that usergroup will ensure their tickets are highlighted within the help desk.
Global settings that change the urgency or reassign tickets that have been left unanswered.
Tickets will enter a warning or failed state which changes its appearance in the agent interface.
Urgency fields prompt a visual update on the agent interface to show tickets that have not been responded to.
Filters organize tickets through default or custom ticket filters your admins create for your help desk.
Optimize your workflow with custom automations
When you're dealing with similar queries everyday a help desk that makes common and repetitive tasks more efficient through powerful automation tools is essential.
Customize your automation tools to save your agents time and reduce overall costs by optimising workflows.
Require specific form fields so agents have all the necessary information to resolve the ticket, which store the patient's information for future use.
Define your own organizational SLAs to ensure your patients receive efficient responses to keep agents working efficiently and patients satisfied.
We can set it so that if something has a deadline, we will be alerted nearer to the due date. It is stuff like that really helps HR a lot.Colin Jones IT Specialist
Approvals
Avoid administrative bottlenecks with a streamlined authorization process
In a medical field it is often necessary to get approval from senior or specifically qualified individuals before you can move forward with a solution because of stringent medical guidelines and compliancies.
With a streamlined approvals process your agents can easily request approvals and ensure they reach the right person every time. Approvals in Deskpro provide organizational transparency that enables agents and admins to resolve tickets more efficiently with all the required permissions.
Omni-Channel Help Desk
Centralize patient information
All your patients communications will be stored within your help desk so you can easily keep track of their history. Agents can quickly retrieve information about your patients from one centralized location allowing your agents to resolve issues more efficiently.
Your patients won't have to relay their sensitive medical information each time they get in contact, whilst also making it easier for your agents to locate their medical history.
We've have much more clarity with regards to the type of tickets customers are sending and visibility of their history.Neil Davis Procurement Support Manager
24/7 Self-Service
Simplify self-service for your patients
Build a robust Help Center to provide your patients with 24/7 access to helpful content. If your agents spend valuable time answering the same questions every day then you could benefit from a platform containing articles about prescription refills, or downloadable change of address forms.
Providing this to your patients reduces the strain on your agents, who can spend more time on queries that require individual attention and refer common inquiries to the Knowledge Base full of helpful content.
Reporting
Analytical insights that you can action
Measure your support service through customer feedback and discover what does and doesn't work for your customers.
Patient feedback helps you monitor the performance of your help desk and Deskpro's customizable reporting and dashboard systems display insights about your performance clearly and conveniently through automatic report generating.
Design any kind of report with DPQL query language to understand your performance.
Display metrics on customizable dashboards where you can group specific reports together.
Set your dashboard to send updates on schedule and stay up to date with your organization's performance.
Control who accesses report data keep them visible to all agents or just for management.
Out of the on-premise help desk software options, Deskpro stood out. When we started looking for a solution Deskpro ticked all the boxes in terms of features.Glenn Jackson IT Support Engineer
