Norton Healthcare Achieves HIPAA Compliance and Scales Telehealth Offerings with BeyondTrust
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- BeyondTrust Remote Support
Tech Stack
- ITIL
- ITSM tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
Technology Category
- Cybersecurity & Privacy - Cloud Security
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Maintenance
Use Cases
- Remote Asset Management
- Remote Control
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Norton Healthcare is a leader in serving adult and pediatric patients throughout Greater Louisville, Southern Indiana, the Commonwealth of Kentucky, and beyond. The hospital and health care system is Louisville’s fourth largest employer, and provides care at more than 250 locations throughout Kentucky and Southern Indiana. The Louisville-based not-for-profit system includes five Louisville hospitals with 1,837 licensed beds, 7 outpatient centers, 14 Norton Immediate Care Centers, more than 14,600 employees, nearly 1,000 employed medical providers, and approximately 2,000 total physicians on its medical staff. Mitch Bryant is the Information Services Production Support Manager and is responsible for managing the Service Center, including ITIL and ITSM tools.
The Challenge
Norton Healthcare, a leading healthcare provider in Louisville, Kentucky, was in search of a remote support tool that could help them lower costs, increase first-call resolution, reduce incident handling times, decrease call escalations, and reduce on-site visits. Additionally, the tool needed to be secure and meet HIPAA compliance standards, including data encryption and session recording. The demand for mHealth and telehealth services was increasing exponentially, and the number of mobile devices used amongst its workforce was continually increasing. The team needed a solution that could support all these endpoints securely. Furthermore, due to the COVID-19 pandemic, Norton Healthcare had to support a significantly increased number of remote workers, many of whom were using personal devices. The team needed to ensure that remote support and remote sign-in services were able to support BYOD in a secure fashion.
The Solution
Norton Healthcare has been using BeyondTrust Remote Support for more than 12 years. BeyondTrust Remote Support offered a secure solution that enabled Norton Healthcare to meet HIPAA compliance standards, including data encryption and session recording. The solution also supported mobile devices, which was crucial as the demand for mHealth and telehealth services increased exponentially. BeyondTrust automatically recorded all session activity, and all session data was encrypted to ensure HIPAA compliance. As a consequence of COVID-19, Norton Healthcare had to support an exploding number of remote workers. BeyondTrust Remote Support was able to support BYOD in a secure fashion. Looking ahead, Norton Healthcare is preparing their BeyondTrust tool to support considerably more mobile devices than ever before. They are also looking at migrating their BeyondTrust instance to the Cloud to reap further flexibility and scalability benefits.
Operational Impact
Quantitative Benefit
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