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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

2020 Year-End HIPAA Compliance Snapshot: Are You Prepared?

2020 Year End HIPAA Compliance Snapshot

Photo Attribution: Ananieva Elena/

A recent report from the Health and Human Services (HHS) Office offered some sobering news about the safety of information in the healthcare industry. According to the HHS, there was a staggering increase in large data breaches in 2020. There were 642 healthcare data breaches of 500 or more records in the past year, resulting in a 25% increase from the year prior, according to HIPAA Journal.

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7 Essentials for IT Change Management Digital Transformation

IT Change Management Digital Transformation

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With the constant changes in the digital industry, it becomes extremely important to have robust IT change management strategies. By applying them consistently, organizations can ensure their IT change process is swift in responding to digital transformations.

Companies can establish a powerful IT change management digital transformations plan with the following essentials:

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The Importance of Data Encryption in a Work or Personal Environment

Importance of Data Encryption

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Data encryption is available on many of the applications and devices we use daily. In most cases, it is quite easy to toggle "on" as well. It would also seem as if many internet users are beginning to realize the importance of encrypting their data online. A recent article by Chad Skipper of VMware notes "the percentage of encrypted web traffic on the Internet has steadily increased, from around 50% in 2014 to between 80% and 90% today..."

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Top 4 Tech Priorities for Healthcare CIOs in 2021

Technology Challenges for Healthcare/Hospital CIOs

Technology, such as cloud computing, is becoming increasingly attractive in the healthcare management industry. Hospital Chief Information Officers (CIOs), however, now face the difficult task of optimizing new technology while still maintaining the healthcare industry's ethical standards. Here are the top four challenges faced by Hospital CIOs in implementing new technology:

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Canada Introduces Bill to Further Protect Consumer Privacy

Canda Consumer Privacy Bill

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Bill C-11, also known as the Digital Charter Implementation Act, was introduced in the House of Commons in Canada, on December 2, 2020. Its aim is to amend current acts while creating new guidelines to bolster consumer privacy.

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3 Ways Digital Transformations Improve Healthcare Customer Service & Fall Short

Healthcare Customer Service Digital Transformations

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How Healthcare Customer Service Benefits from Digital Transformations

Throughout recent decades, doctor-patient relationships have completely transformed, with patients now having higher expectations and playing active roles in their own diagnosis and treatment. Accordingly, the evolution of patients from passive individuals into well-informed customers has encouraged the healthcare industry to keep up with new expectations by digitizing its processes. This means that patients can now experience:

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Top 3 Ways to Improve Your Patient Engagement Plan

Healthcare Patient Engagement

Photo Attribution: Irina Strelnikova/

In a fast-paced society that relies heavily on digital technology, it would seem unusual for any business not to engage with both current and potential clients via new mediums.

Customer engagement is not only restricted to your favorite retailer or restaurant. Many healthcare providers have taken up the practice of patient engagement, and more plan on following the trend.

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Solutions to 4 Critical IT Change Management Issues with Work from Home (WFH)

IT Change Management WFH

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COVID-19 forced many organizations to quickly mobilize their teams to work from home (WFH). Ensuring the proper technology and guidelines are in place is an ever-evolving job when employees are located off-site, in different cities, regions, and countries around the world. To add perspective, according to Stanford News, 42% of the U.S. labor force was working from home as of June 2020. Although employees will most likely begin returning to workspaces in the future, a portion will remain working from home permanently. Some organizations may even opt for a hybrid scenario, where employees work days both in and out of the office. Whichever scenario plays out, all will involve IT change management procedures and systems to be used to their full potentials.

Though IT change management can seem like a difficult undertaking in a WFH environment, it can be made easier, while also promoting more effective workspaces. With the right combination of technical tools and human-centered strategies, IT change management can create effective and long-lasting results, even in a WFH environment.

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3 Simple Strategies for Boosting Customer Support During & Post-COVID-19

Boost Customer Support During & After Covid-19

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COVID-19 abruptly changed the way many of us live our day to day lives. With a "new normal" now becoming apparent, businesses have had to change the way they operate. Long line-ups outdoors, capacity limits indoors, and keeping distance from other patrons has changed the way customers are used to shopping at brick and mortar locations.

Perhaps the greatest change is seen in the employee-customer communications. Are there ways your business can still answer questions and resolve issues while customers remain in the comfort of their own homes? The answer is yes, and we have some recommendations to make the transition smoother for businesses.

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The 2020 Industry Report of 2016-2017 HIPAA Audits

HIPAA Compliance Audits

Photo Attribution: Ananieva Elena/

Although it has been a long time coming, results of HIPAA audits conducted in 2016 and 2017 were finally released to the public in December of 2020.

The Scope

In 2016 and 2017, the Office for Civil Rights (OCR) at the U.S. Department of Health and Human Services (HHS) performed audits of 166 covered entities and 41 business associates to check on compliance with selected provisions of the HIPAA Rules.

In the report, the Department of Health & Human Services outlines some of its findings, both good and bad, related to policy. This snapshot will look at some of the key findings from the report. Whether positive or negative, neither section is a reflection on all organizations audited.

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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms