Case Study: Mercy Health System achieves faster EpicCare access and higher clinician satisfaction with Imprivata OneSign

Increase care provider satisfaction, speed access to EpicCare

Mercy Health System is a large, integrated healthcare organization serving communities in southern Wisconsin and northern Illinois with hospitals, clinics and nearly 4,000 employees, using EpicCare as its EMR. IT faced a major burden from disparate passwords—clinicians had 8–10 different credentials with varying rules and expirations—which drove thousands of helpdesk reset calls, slowed access to patient records, impeded workflows, and encouraged unsafe credential sharing that risked HIPAA compliance.

Mercy implemented Imprivata OneSign single sign-on, using keycard tap authentication and SmartEpicLock, and rolled it out progressively with a train‑the‑trainer approach. Adoption reached about 95%, with over 56 applications enabled; clinicians gained faster, simpler access to Epic and other systems, helpdesk password calls dropped, physician satisfaction and workflow speed improved, and credential-sharing (and associated HIPAA risk) was effectively eliminated.

Mercy Health System

Jeremey Burton

System Analyst