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 volume of surgeries performed each year, and each surgery’s accompanying patient information, HSS decided to replace its existing core clinical and patient financial systems with Epic, including Epic MyChart. Essential to its release was ensuring ample support for all patient portal users, so HSS needed to establish a dedicated Service Desk to provide high-quality support. The objective was to provide patients with timely access to their information, including after hours, and adhere to mutually agreed-upon SLAs to ensure service levels and objectives are consistently met. The ultimate goal was to increase patient adoption and satisfaction of their MyHSS portal through successful and timely resolution of issues.


Our experts leveraged CTG’s Patient Service Desk Support offering, one of the services in our Application and Service Desl Solutions portfolio, to create a customized solution that would meet HSS’ specific requirements and supplement current client teams, activities, methods, and tools. 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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