Hospital for Special Surgery

Hospital for Special Surgery (HSS), the world’s leading academic medical center focused on musculoskeletal health, performs more than 32,000 surgical procedures annually. With a main campus in New York City, HSS has facilities in New Jersey, Connecticut, and in the Long Island and Westchester County regions of New York State.


To keep up with its high volume of surgeries performed each year and the resulting patient information, as well as to improve the overall user experience, HSS conducted a two-year project to replace its existing core clinical and patient financial systems with Epic. A key part of the Epic MyChart release, branded as MyHSS, was ensuring sufficient patient support. HSS established the MyHSS Service Desk to address the support needs of their Epic MyChart patient portal users. This support included timely access to patient portal information, and a defined service plan to make sure that service levels and objectives were being met on a consistent basis.


To create a customized solution for HSS, our experts leveraged CTG’s Patient Portal Support offering, designed to maximize the value, efficiency, and cost effectiveness of application support. CTG helped implement the MyHSS Service Desk, and our analysts provided first-level support of Epic MyChart issues, documented each issue in the ticketing system, and adhered to agreed-upon workflows for issue escalation between support desks, all on a 24x7 basis. As a result, more than 97% of incidents were resolved on the first call, calls were answered in an average of 23 seconds, and resolution of in-scope issues exceeded 99%—all leading to increased patient portal adoption.

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