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Case Study: Pulmonary Associates

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September 15, 2017
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Founded in 1978, Pulmonary Associates is a medical subspecialty provider serving patients with a variety of pulmonary conditions, sleep disorders, allergies and asthma. With four privatepractice offices in the Las Vegas area, Pulmonary Associates also services acute- and long-term care centers and provides intensive medical care to patients in Las Vegas area hospitals.

Downtime cripples business productivity and patient service

For healthcare practitioners, the days of large rooms filled with paper records and medical charts are gone. Doctors, nurses and staff input and access patient records electronically, and rely on the availability of the network to efficiently service patients. With 99 percent of its medical practice completely paperless, Pulmonary Associates cannot conduct business when its servers go down. Consequently, uptime is everything.

When Pulmonary Associates began experiencing recurring downtime, Sonya Kohl, Practice Administrator for Pulmonary Associates, knew it was time to find a new provider that could keep the business up and running. With its medical records accessible only through electronic medical records (EMR) applications, the ongoing loss of connectivity paired with long resolution times forced Pulmonary Associates to occasionally shut down clinics and reschedule patients – a less-than-appealing scenario for any business, especially one serving the public.

Sonya turned to technology partner David Sechrist to find a new solution that could offer outstanding reliability, while safeguarding patient privacy. Familiar with Peak 10 + ViaWest through another customer, David engaged the infrastructure provider to propose an appropriate solution. With SLA-backed 99.999% availability, Peak 10 + ViaWest’s HIPAA-compliant cloud fit the bill, but it was its hands-on, consultative approach and superior customer service that sealed the deal.

Peak 10 + ViaWest HIPAA compliant cloud provides enduring accessibility to support operations

Pulmonary Associates enlisted Peak 10 + ViaWest’s public cloud to host its EMR applications as well as other business-critical applications, including payroll and email. Since then, Pulmonary Associates has experienced a tremendous improvement in its uptime, allowing it to better serve its patients.

Pulmonary Associates also appreciates that the Peak 10 + ViaWest cloud is HIPAA compliant and undergoes yearly independent audits by third parties to ensure its compliance. As a medical provider, Pulmonary Associates is laden with various regulatory mandates, and Peak 10 + ViaWest’s compliance offers a solid foundation to help Pulmonary Associates achieve its own compliance.

To build upon Peak 10 + ViaWest’s highly secure environment and pass regulatory audits, Pulmonary Associates employs three third-party applications to ensure HIPAA and PCI compliance. These applications integrate with the Peak 10 + ViaWest cloud and allow Pulmonary Associates to assess its databases to ensure data safety, monitor how doctors document patient records, and track who is accessing the system and how they are using it. These supplemental security checks are critical to ensure that unauthorized users are not accessing the system and approved users are using it appropriately.

Game-changing customer service solidifies the relationship

Today, Pulmonary Associates conducts its daily business without the pervasive fear of losing connectivity and shutting down. With minimal downtime and issues, performance and productivity have significantly improved, facilitating a better customer experience.

This peace of mind is business altering, and Sonya – who is responsible for the day-to-day operations of the clinics and serves as the link to the executive team – is now confident that they’ve eliminated the need to close clinics as they have in the past.

Sonya is also encouraged by how quickly issues are handled by Peak 10 + ViaWest, noting that her inquiries are generally resolved by the technician who answered her call, without the need to go through the ticketing process. This access to a technical expert is “invaluable to her, as she has had a technician not only walk her through resolution steps, but also offer information she may find useful in the future.”

Not only is productivity and customer satisfaction significantly enhanced by uptime, but Pulmonary Associates’ larger clinics have also recognized a cost benefit since partnering with Peak 10 + ViaWest – another important advantage to its bottom line.

Scalability and expanded services sculpt the future

With downtime no longer an issue, Pulmonary Associates is now focused on serving its patients and growing its customer base. As new clinics continue to open in the Las Vegas area and new patients join existing practices, the amount of data Pulmonary Associates needs to store expands exponentially. However, Pulmonary Associates is secure knowing that Peak 10 + ViaWest’s cloud offers a cost-effective, scalable solution that will continue to support its growth.

A critical component of this scalability is the ability to quickly spin up new VMs when needed, rather than wait for a third-party technician to schedule and complete the task. This flexibility allows Pulmonary Associates to closely manage its timeline for getting clinics onboard.

As Pulmonary Associates looks to the future, it is keenly aware of the importance of staying updated on new technologies that will enhance the level of care it provides while continuing to protect privacy. With Peak 10 + ViaWest as its infrastructure partner, Pulmonary Associates is ready for a future of expansion and continued service excellence.

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About Peak 10

"Our values are the foundation for everything we do at Peak 10, and are ultimately what enable us to earn our customers' business and their trust."
David H. Jones,
Board Member, Peak 10 + ViaWest