The challenge
This busy Auckland medical centre had been struggling with their previous IT provider for years. Response times were slow, problems kept recurring, and nobody seemed to understand the specific requirements of a medical environment. Patient data security was a constant worry.
Our approach
When they switched to us, we started by properly documenting their environment and fixing the underlying issues that had been causing repeated problems. We implemented proper backup systems that met health sector requirements, secured their patient management system access, and set up monitoring that catches issues before they affect patient care.
The outcome
The biggest change was response time. When something goes wrong in a medical centre, you cannot wait. We committed to 15-minute response for critical issues and we deliver on it. Their average support response time is now 12 minutes, and they have had zero patient data incidents since we took over.
For years, I dreaded Monday mornings wondering what would be broken. Now I do not think about IT at all. When something goes wrong, they are on it in minutes.
Practice Manager, Auckland Medical Centre
