Case Study: St. Patrick’s Mental Health Services achieves streamlined IT support and improved patient safety with SysAid

St. Patrick’s Mental Health Services - Customer Case Study

St. Patrick’s Mental Health Services, Ireland’s largest independent provider of mental health care, was struggling with an outsourced IT service desk that didn’t understand clinical needs, failed to prioritize or confirm requests, and left staff frustrated across departments. The poor service caused delays and threatened the efficiency of clinical and administrative teams who rely on timely IT support to care for patients.

The hospital replaced the provider with an in-house SysAid service desk that was quickly configured to clinical terminology and workflows. Using SysAid and its ITIL modules, teams now log and manage incidents and requests separately, track origins and response times with automated reporting, and even handle pharmacy medication queries with customized printouts. The changes have cut incoming tickets and resolution times, freed staff time, improved reporting and knowledge sharing, and — critically — helped improve patient safety.

St. Patrick’s Mental Health Services

Andrina O’Neill

Senior Systems & UC Engineer/Service Desk Supervisor