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County Health Agency Assures Quality Performance of Cloud-Based EHR Platform

NETSCOUT Case Studies

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l CASE STUDY l Customer Profile In supporting 500,000+ annual patient visits, this leading U.S. County government healthcare agency is focused on extending its heritage of providing high-quality patient care to under- served citizens, leveraging the dedicated efforts of 20,000+ staff members and employing a 5-year patient improvement care plan. Beyond personnel efforts and strategic plan guidance, the agency has introduced several next- generation technologies that improve patient care, including an expanded Contact Center that handles higher volumes of patient calls and an electronic patient consultation platform which reduces the turnaround times for appointments. The agency is a long-time NETSCOUT ® customer, using the nGeniusONE service assurance platform and nGenius InfiniStream packet capture appliances to coordinate network monitoring from two data center locations'. The Challenge Implementing a Cloud-based Electronic Health Record (EHR) platform at 20+ locations represented a major accomplishment for the healthcare agency, replacing a previous siloed solution operating on six different servers. Operating in the Cloud, this EHR Software-as-a- Service (SaaS) solution is a mission-critical, patient-impacting application. It is used at all agency locations and requires always-on monitoring by the IT team, as any performance anomaly potentially impacts quick and safe delivery of patient care services. When the EHR platform is not functioning, electronic orders cannot be placed, patient information is limited or unavailable, and care providers may resort to inefficient paper-based record keeping. OVERVIEW The Challenge • County healthcare agency lacked visibility into Cloud-based EHR platform • Challenged to solve issues with patient- impacting services. EHR vendor denied its Cloud service was the cause • Needed visibility into data center expansion, new Cloud environments, and virtualized desktop platforms Solution • nGeniusONE ® service assurance platform • InfiniStreamNG TM appliances • vSTREAM TM virtual appliance • nGenius ® 3900 series packet flow switches The Results • Reduced MTTR from vendor finger-pointing • Better cost control with WAN management from site monitoring • Improved patient care experience with better application performance County Health Agency Assures Quality Performance of Cloud-based EHR Platform Improves Patient Care Services with nGenius E N T E R P R I S E

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