Piedmont Healthcare Partners with CTG to Maintain Critical Applications During Rapid Organizational Growth

The Client

Piedmont Healthcare, a private, not-for-profit organization serving nearly two million patients across Georgia, is transforming healthcare, creating a destination known for the best clinicians and a one-of-a-kind experience that always puts
patients first. Today, more than 110 years since it was founded, Piedmont is known as a leading health system in cancer care, treatment of heart disease, and organ transplantation. The system is comprised of 11 hospitals, 21 urgent care centers, 28 Piedmont QuickCare locations, 527 Piedmont Clinic physician practice locations, and more than 1,800 Piedmont Clinic members. Piedmont is dedicated to making a positive difference by bettering the health and well-being of the people in the communities they serve.

The Challenge

In order to remain competitive and meet the needs of Georgia’s patient population, Piedmont Healthcare set the strategic goal of building a statewide network while continuously improving patient quality and safety. Over the last several years, many hospitals and physician practices across the state have been integrated into the Piedmont Healthcare system in support of this goal.

This rapid organizational expansion required the quick consolidation of information systems, including Piedmont’s Epic electronic medical record (EMR), to ensure consistency in patient care workflows, documentation, and coding. Creating an EMR standard across the organization was necessary to achieve accurate reporting of patient care activities system-wide for both internal and external needs. Thus, Piedmont’s internal Epic team was faced with managing the balance between their responsibilities to implement, optimize, and sustain.

The CTG Solution

Piedmont partnered with CTG’s Health Solutions practice to address their Epic support needs, allowing Piedmont’s staff to focus on implementation and optimization projects without sacrificing user satisfaction. CTG implemented its Application AdvantageTM solution, a portfolio of services designed to maximize the value, efficiency, and cost effectiveness of application management. 

CTG’s experienced Tier 2 application support team seamlessly integrated with Piedmont’s internal Epic staff, and within two to three weeks, assumed delivery responsibility. For this engagement, CTG currently provides support for most Epic modules and functions, and a variety of Radiology/PACS applications. Our support includes handling break-fix tickets in addition to service requests, routine maintenance, and tasks such as queue monitoring, SER build, and build activities. The team strives to resolve all incidents according to service-level agreements.

The Results

The support that the CTG team provides allows Piedmont’s internal resources to address net new Epic build requirements, enabling the organization to meet implementation commitments in support of its strategic goal—creating a statewide health network.

CTG has quickly become a trusted partner to Piedmont’s internal Epic teams and end users by providing reliable, timely issue resolution and communication. The team routinely meets or exceeds their target to resolve 70 percent or more of all incidents for the modules CTG supports. Additionally, Piedmont IT Leadership set a target of 5 percent or less for breached tickets, and CTG consistently meets that goal. Using CTG’s remote support model, Piedmont saves the costs traditionally associated with traveling outside consultants.

Through our Application Advantage solution, the CTG team continues to provide top-notch Tier 2 Epic application support to Piedmont while offering the flexibility to scale the size of CTG’s support teams to reliably and cost effectively meet their ongoing application support needs.