Your IT infrastructure is the backbone of your Clinic or practice. It empowers your people to work efficiently, your processes to operate seamlessly and data to flow throughout your business. Managing and maintaining your IT environment is a huge task and you might require onsite IT support. You need to ensure you have the IT resources and expertise to support your business effectively. If issues arise and are not dealt with swiftly it can have a serious impact on employee productivity and even patient experience.

At IT4Dental we take the pressure off of your internal IT resources by offering onsite IT support services. Whether you need us on an ad-hoc basis to deal with issues reactively, or if you need us on a more permanent basis our team is on hand to accommodate.

How do we provide Onsite IT Support?

IT4Dental provides 24/7/365 IT support as well as Technical Account Management giving you the expertise and knowledge you need to meet your practice objectives.

Based in Melbourne Australia, you’ll have an entire team of skilled and accredited Dental IT professionals, from remote IT support to field engineers and onsite resources at your fingertips. Not only will we proactively monitor and manage your IT environment, but we’ll advise you on how best to leverage your IT investments.

Our onsite IT support offers:

  • Reactive (ad-hoc) Onsite IT Support
  • Full-Time Onsite IT Support (daily, weekly, monthly)
  • Seasonal Onsite IT Support (for busy periods such as holiday seasons)

The Benefits of Onsite IT Support

SLA Mean everything to us

SLA Mean everything to us

Back-to-back SLAs between Field Service and Service Desk

Onsite deployment is our biggest strength

Onsite deployment is our biggest strength

Expertise in coordinating and delivering clinical roll-out projects, from hardware to software upgrades.

Same Day – Reduce downtime

Same Day – Reduce downtime

With a dedicated team of field technicians, 95% of urgent site visits happen the same day.

Hard & Software Provisions

Hard & Software Provisions

Understanding the Medical & Dental IT world, we carry a vast array of replacements in house.

Managed Service Programs

Managed Service Programs

With managed service programs to suit your needs, IT4GP & IT4Dental offer an included monthly site visit at no extra cost.

 Angelo – Head technician

“Our medical facilities have always been surprised how quick our onsite team react to issues which can’t be repaired from our HQ remotely, our aim is under 2 hours“

Many IT companies promise great response times during the sales process and are great during the first couple of months. But it is when things really come to the crunch and something critical in your clinic or practice is at stake that those expectations are really put to the test. And, unfortunately, it’s also the most likely time those expectations will be met with disappointment.

What you can do to avoid this:

  1. Find a Medical IT company with a solid response time target structure that gives you a clear view of what to expect. On top of this it’s absolutely crucial they are willing to penalise themselves for lack of performance at any time during the lifetime of your services. That means whether it’s 2 months in or 2 years in, you should be able to expect the same high standards of service. With your own ticketing system installed on as many PC’s as you require our “Issues raised” to “Issue resolved” can be tracked, transparency is the key to our success, if we’re waiting on a 3rd party vendor, then you will know from your portal as to which one.
  2. Speak to as many references as you can before signing any contracts, until you are at least 99.9%  confident in your decision to move forward. Good medical IT companies will provide you with a list of references you can call directly, so you can talk to people who’ve experienced their services first hand.

IT4GP & IT4Dental offer a range of fully managed clinics that can independently verify our services, our success is down to the fact 95% of our business comes from recommendations, people whom we consider as not just customers, but partners in our journey, from small independents to multi-chain medical & dental facilities, we always have a partner happy to vouch for our services.

Quite a few IT companies tend to start things off by implementing as many changes as they possibly can to your system. This not only sends your whole operations and staff into a flurry to try and relearn every process they know, but it’s also a red flag that they don’t fully understand your systems – and they’re not willing to learn either.

Companies like these tend to do things their way and their way only, so when you get on board with them they push all their preferred technologies, processes, brands of equipment, software applications and so on. And 3 months later, you find that you’ve spent tens of thousands of dollars on upgrades only to see little to no improvement.

What you can do to avoid this:

  1. Ensure your new company are willing to perform a complete audit & assessment of your systems as they are right now. Their process should enable them to get a good preliminary understanding of your systems before they start supporting you.
  2. Most importantly however is before they can make any practical recommendations, they really need to sit and monitor your systems for at least 5-7 days. Make sure this 5-7-day learning period is built into their onboarding process so they can get to know on a day-by-day basis, exactly how your systems tick, how they affect your business from an operational perspective as well as get to know any glitches or issues that will need to be addressed.

IT4GP & IT4Dental implement a monitoring agent on to every PC/Server to allow us to monitor your systems for some time to enable us to understand the logistics of your clinic or practice, with this agent in place we are able as a team to look at the inner workings of how your business runs, with a strict policy to inform you of any immediate changes we feel are critical, and to guide you through any policy changes.

Frustration starts with IT companies when problems remain unresolved as the blame is bounced from one person to the next. This often means you will get caught in the middle between your IT people and third party IT vendors – forcing you to waste time negotiating with them & practically fixing things yourself.

You choose to work with a Medical or Dental IT company because you don’t have the time or the in-depth technical knowledge required to handle IT-related issues internally. You expect them to be able to act on your behalf, almost as if they were internal to your company. You don’t need finger-pointing, blame avoidance & politics when the problem is still sitting there unresolved.

What you can do to avoid this:

  1. Find an IT company that’s prepared to take on responsibility for all aspects of your IT. Even if it’s not something they directly provide (such as 3rd party software or Internet services), they should be willing (or practically insist) to manage it for you, acting on your behalf.
  2. Make sure their primary focus is to simply keep things moving when a problem occurs, regardless of where the blame may lie. They should be willing to negotiate with third parties, find workarounds for you and pursue the issue right up until it’s either resolved or deemed unnecessary to pursue further.

IT4GP & IT4Dental offer a service that enables us and our dedicated team to take over all 3rd party services, meaning you are not sat in that dreaded hold cue when things go wrong, we are! and with our Auto task ticketing system you will always be informed of how we are handling 3rd party issues, and be realistic with repair timeframe.

During the sales process, many general IT companies will tell you their tech is fully trained and certified in a vast range of medical & dental software including specialist applications, highly experienced, highly skilled, driven to meet support targets and so on – but just because they meet these basic criteria doesn’t mean they will be able to deliver on their promises.

The technical team must be highly technically competent, highly results-driven and tick all the boxes and often the technical sales consultant you speak to will give you the impression the whole team is just as motivated as themselves. In reality, IT is a practical thing and it’s quite simply the people who actually deliver the support that should matter.

But often it’s next to impossible to tell how capable your technical team will be before you sign a contract.

What you can do to avoid this:

  1. Find a company that’s willing to let you experience their services first hand, speak with clinics and practices who they manage who operate on the same platforms.
  2. Better still, find a medical IT company that offer scenario results, open up past experiences where you feel your current IT have lacked in experience, ask them how they would approach the situation and more to the point how they would solve it more efficiently.

All of the IT4GP & IT4Dental technical team are trained in everything from Medical Director, Dental4Windows, Best Practice down to specialist programs you will use daily, all we do is medical, dental and specialist IT, its simply all we know.

Surprisingly one of the biggest reasons people move on from their IT company isn’t because of cost savings or poor customer service. They move on because there are just too many problems – and those problems keep recurring over and over again, no matter how many times their IT people come and “fix” them. (Otherwise known as ‘break & fix’)

This can be incredibly frustrating especially if you’re paying good money for a premium service and not getting anywhere near the level of technical service quality or the results you need. More than anything it has a huge impact on day-to-day operations – staff may start working on a project thinking a problem has been fixed, only for it to happen again at a critical time. It entirely defeats the purpose of having an IT company to rely on.

What you can do to avoid this:

  1. Find a company that has a clear problem-solving process built right into the DNA of its technical team. They should have a clear process for how they handle & respond to the ticket, how they troubleshoot an issue and how they monitor the status of the ticket from start until finish. And as much as we’d like our requests to be handled by the best of the best every single time, most IT companies do need to separate their tech by skill levels – ranging from level 1 & 2 technicians (able to handle most day-to-day issues) up to level 3 senior technicians (able to handle more advanced technical issues). A good IT company should have a clear process for escalating tickets from one level to the next to ensure problems are resolved as fast as possible by the right people – in a reasonable timeframe without it impacting your business.
  2. Ensure your IT company is willing to offer complete transparency to this process. You want to be able to see exactly who’s looking after your support request, what stage of the resolution it’s at and any complications or delays (such as hardware parts that need to be shipped in) which need to be accounted for. A great example of this in action is an Online Ticket Management system – which gives you complete access to your account with that company, a complete overview of any tickets you’ve submitted and the ability to track a ticket status from start to finish. With IT4GP & IT4Dental you have a clear trackable ticketing portal with clear and defined SLA’s these are provided to you before we migrate your services, this sets out a clear path as to what to expect, your portal will become the place to find out where we are at with your medical or dental issues, our team are trained to update this daily, so if we are waiting on a 3rd party vendor or awaiting an NBN repair down to the status of any hardware orders, this will all be in your portal.