BeyondTrust Case Studies Norton Healthcare Achieves HIPAA Compliance and Scales Telehealth Offerings with BeyondTrust

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	Norton Healthcare Achieves HIPAA Compliance and Scales Telehealth Offerings with BeyondTrust BeyondTrust

Norton Healthcare Achieves HIPAA Compliance and Scales Telehealth Offerings with BeyondTrust

BeyondTrust

Technology Category	Cybersecurity & Privacy - Cloud Security
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Maintenance
Use Cases	Remote Asset Management Remote Control
Services	Cloud Planning, Design & Implementation Services
Challenge	Norton Healthcare, a leading healthcare provider in Louisville, Kentucky, was in search of a remote support tool that could help them lower costs, increase first-call resolution, reduce incident handling times, decrease call escalations, and reduce on-site visits. Additionally, the tool needed to be secure and meet HIPAA compliance standards, including data encryption and session recording. The demand for mHealth and telehealth services was increasing exponentially, and the number of mobile devices used amongst its workforce was continually increasing. The team needed a solution that could support all these endpoints securely. Furthermore, due to the COVID-19 pandemic, Norton Healthcare had to support a significantly increased number of remote workers, many of whom were using personal devices. The team needed to ensure that remote support and remote sign-in services were able to support BYOD in a secure fashion. Read More
About Customer	Norton Healthcare is a leader in serving adult and pediatric patients throughout Greater Louisville, Southern Indiana, the Commonwealth of Kentucky, and beyond. The hospital and health care system is Louisville’s fourth largest employer, and provides care at more than 250 locations throughout Kentucky and Southern Indiana. The Louisville-based not-for-profit system includes five Louisville hospitals with 1,837 licensed beds, 7 outpatient centers, 14 Norton Immediate Care Centers, more than 14,600 employees, nearly 1,000 employed medical providers, and approximately 2,000 total physicians on its medical staff. Mitch Bryant is the Information Services Production Support Manager and is responsible for managing the Service Center, including ITIL and ITSM tools. Read More
Solution	Norton Healthcare has been using BeyondTrust Remote Support for more than 12 years. BeyondTrust Remote Support offered a secure solution that enabled Norton Healthcare to meet HIPAA compliance standards, including data encryption and session recording. The solution also supported mobile devices, which was crucial as the demand for mHealth and telehealth services increased exponentially. BeyondTrust automatically recorded all session activity, and all session data was encrypted to ensure HIPAA compliance. As a consequence of COVID-19, Norton Healthcare had to support an exploding number of remote workers. BeyondTrust Remote Support was able to support BYOD in a secure fashion. Looking ahead, Norton Healthcare is preparing their BeyondTrust tool to support considerably more mobile devices than ever before. They are also looking at migrating their BeyondTrust instance to the Cloud to reap further flexibility and scalability benefits. Read More Log in to view content
Contents

Technology Category

Cybersecurity & Privacy - Cloud Security

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Maintenance

Use Cases

Remote Asset Management

Remote Control

Services

Cloud Planning, Design & Implementation Services

Challenge

Norton Healthcare, a leading healthcare provider in Louisville, Kentucky, was in search of a remote support tool that could help them lower costs, increase first-call resolution, reduce incident handling times, decrease call escalations, and reduce on-site visits. Additionally, the tool needed to be secure and meet HIPAA compliance standards, including data encryption and session recording. The demand for mHealth and telehealth services was increasing exponentially, and the number of mobile devices used amongst its workforce was continually increasing. The team needed a solution that could support all these endpoints securely. Furthermore, due to the COVID-19 pandemic, Norton Healthcare had to support a significantly increased number of remote workers, many of whom were using personal devices. The team needed to ensure that remote support and remote sign-in services were able to support BYOD in a secure fashion.

About Customer

Norton Healthcare is a leader in serving adult and pediatric patients throughout Greater Louisville, Southern Indiana, the Commonwealth of Kentucky, and beyond. The hospital and health care system is Louisville’s fourth largest employer, and provides care at more than 250 locations throughout Kentucky and Southern Indiana. The Louisville-based not-for-profit system includes five Louisville hospitals with 1,837 licensed beds, 7 outpatient centers, 14 Norton Immediate Care Centers, more than 14,600 employees, nearly 1,000 employed medical providers, and approximately 2,000 total physicians on its medical staff. Mitch Bryant is the Information Services Production Support Manager and is responsible for managing the Service Center, including ITIL and ITSM tools.

Solution

Norton Healthcare has been using BeyondTrust Remote Support for more than 12 years. BeyondTrust Remote Support offered a secure solution that enabled Norton Healthcare to meet HIPAA compliance standards, including data encryption and session recording. The solution also supported mobile devices, which was crucial as the demand for mHealth and telehealth services increased exponentially. BeyondTrust automatically recorded all session activity, and all session data was encrypted to ensure HIPAA compliance. As a consequence of COVID-19, Norton Healthcare had to support an exploding number of remote workers. BeyondTrust Remote Support was able to support BYOD in a secure fashion. Looking ahead, Norton Healthcare is preparing their BeyondTrust tool to support considerably more mobile devices than ever before. They are also looking at migrating their BeyondTrust instance to the Cloud to reap further flexibility and scalability benefits.

Impact #1	Reduced incident handling times
Impact #2	Increased first-call resolution
Impact #3	Decreased on-site visits for remote offices

Impact #1

Reduced incident handling times

Impact #2

Increased first-call resolution

Impact #3

Decreased on-site visits for remote offices

Benefit #1	Reduced incident handling times by 30-60%
Benefit #2	Increased first-call resolution by 55%
Benefit #3	Decreased on-site visits for remote offices by 90%

Benefit #1

Reduced incident handling times by 30-60%

Benefit #2

Increased first-call resolution by 55%

Benefit #3

Decreased on-site visits for remote offices by 90%

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Overview

Norton Healthcare Achieves HIPAA Compliance and Scales Telehealth Offerings with BeyondTrust

Operational Impact

Quantitative Benefit