Case Studies / Lane Regional Medical Center
IT Managed Services · Cerner / Enterprise IT
Lane Regional Medical Center: Comprehensive Health IT Infrastructure & Managed Support
Full-scope healthcare IT managed services, service desk staffing, and clinical application management supporting high quality patient care.
Key Results Achieved
45%
Reduction in average helpdesk ticket resolution time
24/7
Dedicated tier 1–3 healthcare IT support coverage
100%
Staff retention across senior technical analysts
98%
Clinical user satisfaction rating
The Challenge
Operational & Clinical Friction
Staffing 24/7 healthcare IT operations with knowledgeable analysts who understand clinical urgency and hospital workflow requirements.
The Solution
Purpose Health Execution
✓
Deployed dedicated healthcare IT service desk and engineering staff.
✓
Established clear SLA escalation paths for critical clinical areas (ED, ICU, OR).
✓
Proactive workstation and server lifecycle management.
Engagement Timeline
Phased Execution Model
01
Transition
Seamless takeover of IT helpdesk and infrastructure queues.
02
SLA Optimization
Implemented healthcare-specific resolution workflows.
03
Steady State
Continuous 24/7 support and user satisfaction tracking.
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