After being told that, yes we would respond to residents,  CB decided that the only way employees should contact the IT department was via the help desk ticketing system.  This means either by sending an email or calling an unattended voice mail box.  We were explicitly instructed to not answer the help desk phone when it rings, forcing the caller to leave a voicemail.  The first day this was put into practice, the dietary department called the help desk phone twice, then my phone, then another office phone, all without leaving a message.  Early the next morning, it was discovered that diet orders were not getting to the kitchen, which is why they were calling.  I argued that had we answered the phone, we would have known about the issue earlier.  I was told, no, had they left a voicemail, we would have known.  Much discussion was held about the process to be followed with the outcome being if anyone contacts us other than putting in a help desk ticket, we are to instruct them to put in a ticket and it will be assigned.  We are not to answer the helpdesk phone, even if we are sitting there.

We were also instructed to not monitor the queue for helpdesk tickets if it is not our week to be "helpdesk"  This is what happened today because we followed this new rule:

A Nurse Manager submitted a helpdesk ticket before 8 am saying she needed her email password reset.  This same Nurse Manager called my phone directly at 8:30 am, asking for her password to be reset.  I explained I could not help her, that she had to wait until the ticket was assigned to someone.  She thought I was joking at first, but I explained that due to the new procedures in the IT Department, I needed to have the ticket assigned to me before I could help her.  Previously, I would have already pulled the ticket before she called me and had the password reset already.  I explained that if she had concerns about the new policy, she should address them with the Assistant Director. 

At 3 pm, she put in another helpdesk ticket, saying she had not heard from anyone.  I do not know why the ticket was never assigned.  I saw it sitting there all day.  I did hear the help desk person try to phone her about 3:30, but she was gone for the day.  She has gone without email the entire day, totally unacceptable. 

I received an email from Medical Administration, asking for a password reset for the EMR.  According to the new policy, I responding, saying "due to changes in the IT Department, you will need to submit a helpdesk ticket for this concern. I apologize for any inconvenience."  That response took me longer to type than changing the actual password would have taken.  The original requester did not submit a helpdesk ticket, that I am aware of , so the password has not been reset. 

Late morning I received an email from the Pharmacy department, referencing an issue that happened while I was on vacation.  I responded saying I could not help them without a helpdesk ticket.  The pharmacist argued that he had put in a ticket several weeks ago, but it was closed and he was told I would contact him.  I did not have any knowledge of this conversation and again told him I could not help him without a helpdesk ticket  He then emailed CB to complain that I wouldn't help him, as well as asking if there were menu items that would help him perform his job in the EMR  CB responded by repeating the new procedure, and adding that, unfortunately, the IT Department cannot help people with things they don't know. 

 

What does a helpdesk do if not help people with things they don't know how to do?????

 

 

And lastly, CB has decided that we will need 3-5 days to put a phone in a resident's room, when the whole process takes about 10 minutes to complete.  I do not know why he has said it will be 3-5 days but lets think about this for a minute.  You are admitting your loved one to The Hospital.  You tell the social worker you would like a phone in their room.  You kiss your loved one good bye and say I will call you later.  Only you CAN'T because it will be 3-5 days before they have a phone in their room.  This, I am sure, can only end badly.  

 

Tomorrow is our staff meeting.  I can hardly wait to see what dumb decision or unnecessary change awaits us....