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.
To remain competitive and meet the needs of Georgia’s patient population, Piedmont Healthcare set the strategic goal of building a statewide network while continuously improving patient quality, safety, and the overall patient experience. This rapid organizational expansion required the quick consolidation of information systems, including Piedmont’s Epic EHR to ensure consistency in patient care workflows, documentation, and coding. Thus, Piedmont’s internal Epic team was faced with managing the balance between their responsibilities to implement, optimize, and sustain.
Piedmont partnered with CTG to address their Epic support needs, allowing Piedmont’s staff to focus on implementation and optimization projects without sacrificing user satisfaction. The team implemented CTG’s Application and IT Support solution, designed to maximize the value, efficiency, and cost effectiveness of application management. CTG’s experienced Tier 2 application support team seamlessly integrated with Piedmont’s internal Epic staff, providing support for most Epic modules and functions, and a variety of Radiology/PACS applications. The support included handling break-fix tickets in addition to service requests, routine maintenance, and tasks such as queue monitoring, SER build, and build activities.
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