Mount Sinai South Nassau (Oceanside, NY) is the flagship hospital on Long Island for the Mount Sinai Health System. An award-winning 455-bed non-profit teaching hospital, South Nassau connects its more than 900 physicians and 3,500 employees with patients via a robust complement of Allscripts solutions.

As Interface Analyst at South Nassau, I’ve seen how information system interruption can translate to an enormous operational impact. As a result, we needed proactive IT monitoring and incident management.

Our IT infrastructure turned to Allscripts Proactive Application Monitoring, an intuitive service that helps healthcare organizations meet the highest levels of IT system performance, to reduce and prevent unplanned downtime and improve operating costs.

This service quickly pinpoints, isolates and resolves issues. Fast incident resolution maximizes uptime and improves support for care delivery and related financial operations.

Customized, expert support that delivers peace of mind

With this new service, I’m somewhat of a hero now. In the past, if something happened to an interface at night, I’d get the call and would help work the problem until it was resolved. Now, the monitoring team just handles it and I read the resolution email about it in the morning. In most cases, end users never know an application had issues!

This service has helped our organization proactively monitor Allscripts applications, specifically Sunrise^TM, Allscripts TouchWorks® EHR and Paragon® solutions. The monitoring service improves user experience by maximizing application uptime and frees us to focus on patient care and strategic enterprise efforts. The service can also be tailored to meet the needs of non-hosted Allscripts clients.

Allscripts Proactive Monitoring benefits:

• Enterprise-level monitoring for Allscripts applications
• Continuous around-the-clock monitoring by Allscripts experts
• Proactive issue avoidance, fast incident resolution and rapid escalation
• Customized Allscripts application monitoring
• Problem management used to monitor trends and avoid future recurrence

By the numbers: Incident avoidance and escalation

I want to share the following illustrations that summarize South Nassau’s experience in avoiding incidents and escalations using the Allscripts Proactive Application Monitoring Service.

The Avoided metric represents events responded to and resolved by the Proactive Application Monitoring team that did not require an incident/case to be raised. The CTS column represents the number of events requiring an incident/case to be raised to document support response.

The Avoided % metric represents the accumulation of Avoided and CTS-handled events and cases.

Other columns represent the number of escalated cases by the Proactive Application Monitoring team and the team to which the case was escalated (for example escalated to
Support or Hosting).

This new service delivers peace of mind for analysts like me who no longer have to work through the night to resolve issues.

While each organization’s situation is unique, all share the same vital need: To keep clinical and financial applications available. Allscripts has helped enable our organizations to deliver reliable systems across the enterprise.

Learn more about how Mount Sinai South Nassau maximized IT application performance here.

While each organization’s situation is unique, all share the same vital need: To keep clinical and financial applications available. Allscripts has helped enable our organizations to deliver reliable systems across the enterprise.

Learn more about how Mount Sinai South Nassau maximized IT application performance here.