Troubleshooting Healthcare IT Problems
The name of the game in Healthcare IT is problem-solving. As such, I find this is where my own background in engineering benefits me in that I was taught to take a methodical approach in troubleshooting and root-causing technical issues, fully documenting findings and results. That said I would be remiss if I did not mention some invaluable tools which aid technical issue investigation:
A Healthcare IT professional’s tools of the trade (must-haves):
- SQL Profiler
- Diff software (Notepad++)
- HTTP analyzer (Fiddler2)
- Screen capture software (Printkey2000)
- Paint.net
- Windows Process Monitor
- RedGate tools (SQL Toolbelt, Reflector)
- HL7 Editor
In addition to the technical component of the job, an equally-important component is communication. I’ve found that utilizing the proper communication channels can drastically reduce problem-solving time and effort. As Dr. Halamka alludes to in his blog yesterday, a good rule is if more than 3 rounds of emails go back and forth about an issue, it’s time to pick up the phone or have a meeting.
The first step in investigating an issue starts with having the proper background information provided by the client. Utilization of an issue submission form is invaluable to document all items surrounding the issue. With incomplete background information, the Healthcare IT professional is forced to solicit more information from the client – forcing unnecessary additional communication and driving up the time-to-resolution.
Once background information has been assimilated and an email thread has been opened, if the issue cannot be resolved in more than 3 rounds of emails as alluded to above, a conference call should be scheduled. The components and outcomes for a successful healthcare IT technical troubleshooting conference call are as follows:
- Well formulated problem statement and documentation provided to all parties on the call
- Issue submittal form to include short description, full description, screen shots, steps to reproduce, onset, frequency, users/devices affected, etc.
- Skeleton Agenda
- Ensure that the right representatives are on the phone (RIS analyst, Lab HL7 interface analyst, etc)
- Vet issues related to the different “layers”
- Application Analysts
- PC/Desktop Techs
- Network Analysts
- Server Techs
- Server Architects
- Storage Architects
- OS Architects
- DB Architects
- Application Architects
- Action items for representatives if the problem is not resolved
- Eliminate misinterpretation via oral communication
- Representative 1: “This is what we are expecting”
- Representative 2: “Really? Wow, we never expected that.”
- Representative 3: “We never would have interpreted the spec to mean that”
And finally, for a great article addressing troubleshooting complex IT problems, please see Dr. Halamka’s blog article posted in December of last year.
Please contact sales@galenhealthcare.com and visit our website for more information regarding our technical service offerings.
