Seth Hall, Abstract Co-Author: Nothing to Disclose

Jonathan Borders, Abstract Co-Author: Nothing to Disclose

Jay A. Moskovitz MS, Abstract Co-Author: Nothing to Disclose

Timothy OConnor MBA, Presenter: Nothing to Disclose

Alex Towbin MD, Abstract Co-Author: Author, Amirsys Inc. Shareholder, Merge Healthcare Incorporated

As a Radiology Informatics support team at a large tertiary care hospital with multiple outpatient centers, we were faced with the problem of managing simultaneous complex Radiology support issues across the enterprise. To address the service and support workflow, we designed and implemented an easy-to-use, web-based informatics issue tracking application. The system provides for the collection of issue data as the tickets are worked to resolution.

A web-based application was created that allows our staff to easily enter service tickets. The user interface was designed for rapid ticket entry with pre-configured problem categories and severities. Expected response times are displayed in order to communicate service levels at the point of ticket entry. A ticket dashboard was created for service personnel to quickly view and assign tickets. As tickets are worked to resolution, the system captures status and resolution information. Automated notification was incorporated to alert service staff of newly entered tickets. Ticket and resolution data is maintained in an SQL database that provides a knowledge base of problems and resolutions which can be mined for problem trends and adherence to service levels.

The radiology informatics service ticketing application has been in regular use for approximately 39 months. During that period, 195 distinct users entered 1480 informatics tickets including 465 classified as “critical” in severity. Anecdotal evidence suggests the system allows issues to be better tracked and disbursed among support staff. We have recently begun mining the database in an attempt to identify common issues that may indicate additional user training is needed. Informatics management will be using ticket timestamps to generate metrics related to timely service.

The use of an electronic issue tracking system can introduce industry standard best practice to the service and support of information systems in Radiology. The need to provide timely resolution to issues is critical to quality patient care and business continuance. In addition, service ticketing systems provide a better means to track, monitor and collect service quality metrics and aid in management decision making.

Hall, S, Borders, J, Moskovitz, J, OConnor, T, Towbin, A, Radiology Informatics Service Ticketing System.  Radiological Society of North America 2013 Scientific Assembly and Annual Meeting, December 1 - December 6, 2013 ,Chicago IL. http://archive.rsna.org/2013/13016517.html