Health Watch – onboarding to our Support
Healthwatch is a community-focused organisation dedicated to amplifying the voices of residents in matters of health and social care. Operating across Northamptonshire, they engage with service users, gather feedback, and work collaboratively with providers to improve outcomes. Their mission is rooted in transparency, accessibility, and advocacy.
Challenges
Prior to onboarding, Healthwatch faced several operational challenges related to IT support. Their systems lacked centralised oversight, and response times for technical issues were inconsistent. Communication between internal teams and external support providers was fragmented, leading to delays in resolving issues and uncertainty around accountability. Additionally, their email infrastructure required modernisation to align with compliance and security standards.
Solution
Ashby Computer Services proposed a comprehensive managed support solution tailored to Healthwatch’s needs. This included:
- Full onboarding into Ashby’s support ecosystem.
- Migration of email services to Office 365 for improved reliability and security.
- Establishment of a dedicated point of contact for streamlined communication.
- Scheduled technical reviews to ensure proactive issue resolution and infrastructure optimisation.
Implementation / Process
The onboarding process began with a technical audit to assess existing systems and identify priority areas. A phased migration plan was developed, starting with email services and progressing to broader support integration. Communication was maintained throughout via scheduled calls and check-ins, ensuring Healthwatch staff were informed and supported. Post-onboarding, a technical review was arranged to evaluate performance and gather feedback for continuous improvement.
Results/Benefits
- Healthwatch experienced faster resolution times and improved system stability.
- The Office 365 migration enhanced email security and accessibility.
- Staff reported increased confidence in IT support, with clearer escalation paths and more responsive service.
- The technical review process enabled ongoing refinement of support, ensuring alignment with Healthwatch’s evolving needs.
Key Takeaways
- A structured onboarding process is critical for building trust and ensuring seamless integration.
- Proactive communication and scheduled reviews foster transparency and continuous improvement.
- Tailored support solutions can significantly enhance operational efficiency for community-focused organisations.
For more information about our services, please call us today on 01604 790979