Piedmont Healthcare

Piedmont Healthcare, a private, not-for-profit organization serving nearly two million patients across Georgia, is comprised of 11 hospitals, 24 urgent care centers, 28 Piedmont QuickCare locations, 555 Piedmont Clinic physician practice locations, and more than 2,000 Piedmont Clinic members.

CHALLENGE

To meet the needs of Georgia’s patient population and stay competitive, Piedmont Healthcare set the strategic goal of building a statewide network while continuously improving patient care. As many hospitals and physician practices joined the Piedmont Healthcare system, the rapid expansion required the consolidation of information systems, including Piedmont’s Epic electronic medical record (EMR). Amidst implementation and optimization, the IT department still needed to address day-to-day support needs.

SOLUTION

CTG implemented its Application AdvantageTM solution, which helps maximize the value, efficiency, and cost effectiveness of application management. Within three weeks, CTG’s Tier 2 application support team assumed delivery responsibility for most Epic modules and functions, and a variety of Radiology/PACS applications. Our support included handling break-fix tickets in addition to service requests, routine maintenance, and tasks such as queue monitoring, SER build, and build activities. CTG analysts provided reliable, timely issue resolution and communication, keeping end users satisfied. 

As a result, Piedmont’s internal team could address net-new Epic build requirements, enabling the organization to meet implementation commitments in support of its strategic goal. The CTG team routinely met or exceeded its target to resolve 70% or more of all incidents for the modules it supports, in addition to Piedmont’s target of 5 percent or less for breached tickets. Using CTG’s remote support model, Piedmont saved the costs traditionally associated with traveling outside consultants. 

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