Case Study: a nation’s largest pediatric medical hospital achieves smooth EHR transition and backlog reduction with Impact Advisors legacy support

a major pediatric hospital reduces EHR backlog to zero with Impact Advisors

Impact Advisors provided legacy support services to one of the nation's largest pediatric medical hospitals as it prepared for a complex transition to a new Epic EHR system. The hospital's challenge was to maintain full operational stability and "keep the lights on" within its existing legacy Epic environment, which supported over 40 clinical departments, while its internal team focused on building the new system. This required ongoing support for access, revenue cycle, and clinical functionality across two different systems without allowing the legacy system to be deprioritized.

The solution implemented by Impact Advisors was a strategic approach to Application Managed Services (AMS) that moved beyond simple ticket resolution. They established clear strategic goals with hospital leadership, including reducing a large ticket backlog, adhering to SLAs, and deploying necessary changes before the go-live. Impact Advisors utilized root cause analysis to solve persistent issues, such as malfunctioning credit card readers, which reduced related tickets by over 50%. The results were significant: the team cleared an initial backlog of 1,000 tickets, achieved a 90% SLA adherence for over 21,000 tickets, and transferred only 84 items to the new system, ensuring a clean and successful go-live.