CHALLENGE

Lack of internal resources and expertise to host and manage NextGen’s EPM & EHR onsite.


SOLUTION


Secure EHR Cloud
Secure EHR Cloud

Protect patient data in our fully HIPAA compliant, secure EHR cloud with 99.999% (“five nines”) uptime and 35% better EHR performance than standalone hosting.

White Glove Support

White Glove Support

Attentive, hands-on support for all of your staff and physicians – keeping them productive and spending more time with your patients.


RESULTS

• Enhanced data security and compliance
• Increased EHR knowledge and utilization
• Improved system performance


South of Market Health Center (SMHC) was one of the first community health clinics in San Francisco, originating over 40 years ago. SMCH delivers a range of primary care and nursing services including chronic care management, disease management, women’s health and perinatal care, physical exams and immunizations to over 6,100 patients per year.

In 2011, SMHC implemented NextGen EHR to complement its existing Practice Management solution. SMHC runs with a lean IT staff, and determined it did not have the internal resources or knowledge to host both NextGen solutions onsite. Two local clinics recommended ITelagen as a cost-effective, reliable hosting partner. SMHC first partnered with ITelagen for EHR hosting in 2011. Today, ITelagen provides SMHC with EPM & EHR hosting, account setup and backup services (for example, active directory and DNS), as well as IT networking support.

Justina Wang joined SMHC as IT Manager in 2016. She interfaces regularly with ITelagen for EHR issues, plus ongoing management to ensure the network is running at peak performance. Prior to SMHC, Justina worked with ITelagen in multiple roles at other organizations and had a positive experience.

“As my career has progressed, so has my knowledge and appreciation of ITelagen,” says Justina. “The company has always been good and seems to be getting even better. Their capacity as a vendor is great and they are expanding the services they offer. They always have knowledgeable, responsive people with the answers we need. They have never disappointed us.”

Robust Data Security
Security and HIPAA compliance are the most valuable and important aspects of EPM & EHR hosting for SMCH. ITelagen hosts the clinic’s EHR in its fully HIPAA-compliant, state-of-the-art, 100% US-based data centers which offer 99.999% (“five nines”) uptime and 24/7 monitoring.

After over 6 successful years with ITelagen, SMCH has peace of mind that confidential patient data is fully protected and compliant. “We recently had a security audit and ITelagen was able to answer each question and check off every requirement on the audit list,” says Justina Wang. “Knowing that our data is secure in the ITelagen cloud allows me to focus on ensuring strong security at a local level in our practice.”

Knowledgeable EHR Partner
When Justina joined SMCH, she was new to the NextGen world and has relied on ITelagen as a source of solution-specific knowledge and fast answers when questions or issues arise. ITelagen’s team of experts includes CIOs, certified network administrators, security engineers and EHR Certified Professionals that are dedicated to helping practices plan, optimize and manage any aspect of their infrastructure.

“When I get challenging questions from the staff, I can always go to ITelagen for a second opinion or confirmation that I am passing along the correct information,” she says. “Our IT team is very small, so it’s really nice to have other people with insights when you need help quickly.”

Second Set of Eyes
With ITelagen as “a second set of eyes” on the system, Justina has peace of mind that the clinic’s technology infrastructure is running well, and she’s confident that potentially major issues will be avoided with proactive monitoring and communication. She recently got a call from ITelagen about an issue it had identified with SMCH’s main onsite server that would quickly impact practice operations if left unresolved. With ITelagen’s help, the clinic fixed the issue promptly with no impact on practice uptime or productivity.

“We completely trust ITelagen with a huge responsibility that we don’t have internal resources to handle,” says Justina. “They stay on top of our system to keep it up and running, which enables us to do our daily tasks without any additional burden.”

Partnering with ITelagen has delivered positive results for SMCH, its staff and patients. “If you’re looking for EHR or any type of IT-related services, ITelagen is a go-to. The company is really expanding its offerings and is a knowledgeable single vendor option for all of your needs. You can’t go wrong with whatever services you choose from them.”



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