Remote support: the phrase itself implies significant advantages over older ways of getting service on the computers that drive so many medical imaging systems. No more waiting for an IT professional to come to you- no more holding on the phone to read error messages or describe symptoms to the support staff- real-time access that opens your workstation's software and its problems to dedicated assistance in minutes. There's no doubt that remote support is a valuable tool for saving time, money, and manpower at an imaging facility.
Now, however, there's a new way to receive remote support that offers even more than the application-by-application support you may be currently receiving: MirAssist. Below, we'll draw the comparison between traditional remote support and MirAssist to show you how they differ and what else you may be able to accomplish by using MirAssist.
Traditional Remote Support
Until now, remote support for image acquisition software has generally been administered by support staff from the manufacturer of an individual application or an applications suite. Under this remote support model, a tech logs into a customer's system to perform support functions related only to software authored by their company or affiliates. For radiology software, this includes troubleshooting connectivity to PACS or worklist functions, software reloads, how-to/help for using the software, revision updates, calibration, HIPAA-compliant disaster recovery, and offsite backup. Issues or maintenance related to other software, like operating systems or anti-malware are handled by support reps from those software companies or, frequently, by the users themselves with the assistance of online help pages or FAQ forums.
While the traditional model of remote support has enabled many organizations to speed up the resolution of computer issues and lower their overall tech support costs, it still works best when supplemented by maintenance from on-site staff. A hospital or affiliated imaging center with a dedicated IT department may find this simple, but smaller clinics still establishing themselves are often forced to divert time from the schedules of their other team members or subcontract help from an outside provider to see to regular computer maintenance.
The MirAssist model of remote support has much in common with the traditional model. Your PACS connectivity can be troubleshot, your acquisition software can be reloaded, your image log can be backed up off site, and so on, however, MirAssist goes much further than that. Because of the breadth of coverage MirAssist offers, it can be termed a fully-managed remote support solution.
MirAssist extends its coverage beyond your acquisition software and over your entire workstation. In addition to the support pieces offered by traditional remote support, it includes 24/7 workstation monitoring, operating system updates, patches, and security essentials, and hard drive health assessment and correction. If additional service is needed, the MIrAssist platform allows for simple submission of help tickets. MIrAssist support reduces the workload for your onsite staff and provides workstation coverage that would normally require intervention from someone on-site or from an additional IT service provider.
Remote support in any form makes good sense for imaging facilities and is a proven tool for decreasing costs and increasing system uptime. Fully-managed remote support, however, improves on the model in a way that we believe provides even more savings potential for facilities, more freedom for radiology staff, and greater peace of mind for all parties concerned.
In the long run, if any of your imaging equipment is currently covered under traditional remote support, you're still in a better place than a facility that has to call someone in every time they experience a problem. If you'd like to take that advantage to the next level, though, we recommend looking deeper into remote coverage with MirAssist. If you're interested, use the button below to begin the conversation.