To expedite support services for all areas of Northern Health (clinical and non-clinical), the Support Services team is launching a designated Support Services Patient Services Assistant (PSA) Help Desk to service Northern Health, 24 hours a day, seven days per week.

The purpose of the Help Desk is to be the first point of contact for Support Services for all departments. The Help Desk can receive calls and immediately assist to resolve any queries or assist by redirecting the employee to the appropriate area. This will streamline the processes and ensure a faster response time is provided, with more immediate support given.

“We are very excited to launch the new Support Services PSA Help desk. Our hope is that having one number to call for all Support Services/PSA needs will help to expedite support for all areas of Northern Health. We aim to provide our employees with a higher level of customer service by ensuring that one call is all that is required to be given the help or information they seek. This will lead to faster response times, with more immediate support given, where it is most needed,” said Wendy Nicol, Support Services Operations Manager, Northern Health.

The Help Desk will assist with all the usual Support Services such as:

• Cleaning requests and queries
• CARPS queries (including patient transfers, pathology and pharmacy runs etc)
• Food service requests
• Any other support services queries outside of normal hours

Lyndsey Bowdler, Support Services Operations Manager and Larni Koutsofrigas, Support Services Coordinator, will continue to assist with any linen, waste and car parking needs during business hours.

The Help Desk will not replace, but will rather complement, the current CARPS system and handle any queries that are usually received via phone. The Help Desk team will also monitor the CARPs jobs logged via the CARPS portal, to ensure tasks are being completed in a timely manner and to align resources to logged jobs.

Employees can call the Help Desk 24/7 via extension 58189 or 58677, from any campus.

The Help Desk will be staffed by the PSA Supervisor on shift at Northern Hospital Epping.

For queries at Broadmeadows Hospital, Bundoora Centre and Craigieburn Health Services, employees are encouraged to continue to contact the onsite Support Services crew during normal business hours.

The Help Desk is available to assist with all queries outside of normal hours.

Picture in the featured image: Paul Trevena, PSA Supervisor, Northern Health.