How Loma Linda engaged one partner to tackle Connect and Tier 2 maintenance

Today’s health IT teams have to grapple with competing priorities. Whether it’s extending your EHR to affiliate partners, improving end-user productivity and satisfaction with the system, securing maintenance and support for your EHR, or getting in front of a looming cycle of upgrades, we know that you have a lot on your plate.

That’s why we’ve designed our business to provide customized, end-to-end solutions to your healthcare challenges.

How Loma Linda tackled its roll-out

Take the example of Loma Linda University Health. In 2015, Loma Linda partnered with Nordic to extend its Epic EHR to two affiliate systems. The goal: to roll out to Riverside University Health System (RUHS) and Social Action Community Health System (SACHS) while keeping the project on-time and under-budget.

Those two indicators are no easy feat. Loma Linda was planning to connect to a county-run organization that included a 362-bed acute care hospital, a 77-bed psychiatric facility, and 10 FQHC outpatient clinics.

Nordic staffed a 34-member team of project managers, application leads, analysts and trainers to work in partnership with Loma Linda IT team members – and was able to help Loma Linda's affiliates go-live successfully, on time, and more than $1M under budget. The outpatient clinics went live after only 12 months, and the hospitals followed shortly in October 2016.

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In many partnerships, that would be the end of the engagement with the vendor. But Loma Linda knew that they had a trusted partner in Nordic, and when the time came to provide consistent, top-tier maintenance and support to their affiliate partners, they re-engaged with the team.

The move to managed services 

Today, Nordic is providing long-term application maintenance and support for an initial period of five years, freeing up Loma’s team to concentrate on additional affiliate relationships and ensuring the “white glove” service that Loma’s affiliates expect. In the first year of engagement, Nordic has been able to increase SLA compliance, work through existing ticket backlogs, create efficiencies for future work, and develop resources for onboarding staff. And the work is just getting started.

Don’t take our word for it. See below for a video of Doug Turner, Executive Director of IS Rapid-Cycle Deployment for Loma Linda University Health, speaking about the partnership.

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Topics: Managed Services Success, Epic Community Connect

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