Case Study: United States Healthcare Organization achieves reduced MTTR and restored EMR & voice performance with NETSCOUT nGeniusONE

Healthcare Identifies Cause of EMR Slowdown with NETSCOUT

This large U.S. healthcare organization—serving patients across more than 125 hospitals and 1,500 clinics with nearly 50,000 staff—was struggling with intermittent slowdowns in its custom EMR accessed via Citrix, widespread voice/SIP quality issues, and no consistent benchmarks or visibility across a complex mix of data centers, MPLS and SD‑WAN links, and thousands of endpoints. IT needed end‑to‑end service assurance to quickly identify whether problems originated in the application, the network, Citrix, or remote sites.

The team deployed NETSCOUT’s nGeniusONE with InfiniStreamNG and engaged nGenius Visibility‑as‑a‑Service (nVaaS) for rapid onboarding and expert troubleshooting. The solution revealed EMR application flows and pinpointed a faulty database server causing errors, and diagnosed QoS mismatches and 100% packet loss through a firewall that harmed voice quality. As a result the organization reduced mean time to resolve incidents, gained proactive single‑pane‑of‑glass monitoring and baselining, and realized operational and cost efficiencies with nVaaS acting as an extension of IT.