Major Florida Children’s Hospital Gains Critical Visibility into Healthcare Services
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- nGenius solution
- InfiniStream appliances
- nGenius Virtual Agent
- nGenius Integrated Agent for Cisco ISR
Tech Stack
- Cerner EMR system
- Microsoft Exchange
- Oracle
- Lawson ERP systems
- VMware servers
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Employee Satisfaction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Networks & Connectivity - Network Management & Analysis Software
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Maintenance
- Quality Assurance
Use Cases
- Remote Collaboration
- Remote Asset Management
- Predictive Maintenance
Services
- System Integration
- Software Design & Engineering Services
About The Customer
With a staff of 3,000, including more than 650 attending physicians and 130 pediatric subspecialists, this major Florida children’s hospital is renowned for excellence in all aspects of pediatric medicine. The hospital has a number of pediatric specialty programs and has been consistently ranked among the best in the nation. The hospital is also home to a large pediatric nurses teaching program. Patient care services at the hospital focus on providing both patients and families with topnotch medical care, coupled with emotional, psychological, and educational support.The hospital provides comprehensive care and rehabilitation in all clinical areas for infants, children, and young adults and uses a multi-disciplinary team comprised of pediatric medical, surgical and rehabilitation specialists to evaluate, diagnose, and develop a systematic, comprehensive treatment plan for each child. The hospital also offers many unique, family-centered programs and services designed to help familiarize parents with hospital services and to make the entire experience less intimidating.
The Challenge
The hospital has recently undertaken several major IT initiatives that impact all functions of the IT department. One of the most significant projects is an institution-wide rollout of a Cerner® Electronic Medical Record (EMR) system that connects and provides critical care collaboration between physicians, staff, and patients. The Cerner EMR solution also automates processes between departments such as emergency care, laboratory, surgery, radiology, and pharmacy. The new EMR system also includes a hospital-wide Computerized Physician Order Entry (CPOE) system and Picture Archiving Communications System (PACS). The EMR system is cross integrated into a number of different applications such as Electronic Patient Record (EPR) systems as well as the Clinical Decision Support (CDS) systems that transfer patient data between caregivers and are extremely critical to the hospital operations and patient care activities. Other applications and services that are vital to the operation of the hospital include Microsoft® Exchange®, Oracle®, and Lawson™ ERP systems. In addition, Voice over IP (VoIP) along with telemedicine video conferencing have become an increasingly important application for the hospital as they facilitate real-time consultation between medical specialists located on and off campus. The ability to provide always-on access to all of these systems is critical to the effective operation of hospital and patient care services.
The Solution
The hospital deployed nGenius solution for a number of essential tasks associated with managing and assuring the delivery of service and applications to its users. A big driver for the deployment was to support the rollout of the systems automation and Cerner electronic medical record project. With this project, the hospital needed to provide critical visibility into the health and availability of delivered services to several different IT teams, such as the application owners and network managers. Management wanted all IT teams to have the same insight into service performance and the ability to work from the same metrics to improve collaboration and effectively address issues that could arise. As the IT team began preparing for the project rollout, they leveraged nGenius solution to create Key Performance Indicators (KPIs) to enable monitoring and alerting for the applications that the support desk receives the most calls on. In addition, the hospital leveraged the nGenius solution to address a number of additional IT service management needs including: 24x7 service visibility, service- level baselining, bandwidth utilization for capacity planning, troubleshooting using intelligent deep-packet analysis, and pre-production testing to assure the smooth rollout of new applications and services.
Operational Impact
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