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    Case Study

    Mission Critical Managed IT Services for Arthur Rank Hospice Charity

    Arthur Rank Hospice Charity (ARHC) supports those living with a life-limiting illness and those who need end-oflife care. In 2017 they made the decision to completely outsource their mission critical IT functions to Riverlite, including network monitoring, support desk and services.

    By outsourcing its IT to Riverlite, staff at the hospice are able to focus on their core purpose of ensuring the patients and families get the care they need and deserve.

    ARHC and Riverlite Working Together

    ARHC needed a specialist service tailored to their needs as a hospice and a fundraising charity. They required a supplier that understood their technology needs and could act fast when needed. ARHC received a recommendation for Riverlite’s services during a chance conversation with the CEO of Thames Hospice, another Riverlite client.

    Phase one was to implement Riverlite vCloud & Riverlite Ensure, offering tailored Infrastructure as a Service, managing all systems and applications including Microsoft Exchange. In this way Riverlite are able to provide proactive monitoring of the IT systems so that they are up-to-date and secure.

    Phase two was to introduce Riverlite Assist, a managed support desk service, to provide first, second and third line support, where both internal IT, as well as end user issues and requests are covered.

    Karen Field, Financial Director at ARHC said; “The move to Riverlite has been a complete success, we now have a responsive, professional and helpful service. Staff across the organisation have been delighted with the result of moving to Riverlite as a provider and the feedback has been excellent. The smoothness of the transition and attention to detail has made my job a whole lot easier”.

    Riverlite are a delight to work with, they put forward useful suggestions and take a proactive approach – it’s clear they really care. I have no hesitation in recommending them.

    Lynn Morgan, CEO

    ARHC employ on-site Professional Services from Riverlite, taking two days a month for strategic planning & advice and two days a week for general IT support.

    Additional services provided by Riverlite include Riverlite ALM, an asset lifecycle management service which provides equipment inventory with checks on all hardware & software as well as recommendations for procurement.

    Security is also a feature, with Riverlite Phish Protect, a service delivered by the Riverlite professional services team, which assisted ARHC to achieve NHS patient data security compliance by educating staff in dealing with malicious email attacks and security threats to the organisation.

    Riverlite deliver an end to end suite of managed services to the ARHC. The result is a robust IT infrastructure, which keeps patient data secure, integrates a complex fundraising database and is aligned to the charity’s website and donor banking process, whilst keeping it’s systems monitored and policies up to date.

    Lynn Morgan, CEO at ARHC stated “The transition to Riverlite went really smoothly and they have been very collaborative since we started working with them. Riverlite respond very quickly & they are good at finding a robust solution to any problem”. Lynn added: “Riverlite are also able to convey quite complex IT in very plain language and make it easy for us to understand. I would unhesitatingly recommend them. They are professional & really easy to work with and also very efficient. They really do believe in customer service.”

    About the Client

    Arthur Rank Hospice Charity was the brainchild of Dr David Bratherton, a therapeutic radiologist and it admitted its first patient in 1981, An extension – The Bernard Reiss Centre, was opened in 1995 and the hospice became independent in 2015. On 11 November 2016, it opened the doors to a £10.5m state-of-the-art facility, designed around the needs of its patients.

    The Charity needs to secure £8.1m every year to deliver its services free of charge to patients and their loved ones. About half of this currently comes from statutory sources, with the remainder raised thanks to the efforts of the local Cambridgeshire community.

    Our previous support arrangement was not working for us. Riverlite gave us a completely bespoke solution and their customer service is fantastic. I would recommend them without hesitation.

    Karen Field, Financial Director

    Riverlite vCloud:

    • Systems & application hosting
    • DR & business continuity
    • Back-up & archiving
    • Co-location of infrastructure

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    Riverlite Assist:

    • 24x7x365 support desk
    • 1st, 2nd & 3rd line support
    • Unlimited support tickets

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    Riverlite Professional Services:

    • Consultancy & engineering
    • Design & Implementation
    • Project Mgt & IT health checks

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    Riverlite Ensure:

    • Proactive IT management
    • 24x7x365 monitoring
    • App deployment & patching

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    Got a question?

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    Simply complete the form here, or alternatively contact us using the details below:

    +44(0)1223 911191

    contact@riverlite.co.uk

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