Accelerating Enterprise EHR Modernization

Accelerating enterprise EHR modernization without disrupting patient care

How HCLTech helped a leading U.S. health system simplify electronic health records (EHR) support, strengthen service continuity and create a more resilient foundation for necessary enterprise change.

5 min read

Driving large-scale EHR consolidation across complex healthcare system

A nonprofit health system embarked on a large-scale transformation to consolidate multiple EHR platforms into a unified Epic environment. At the same time, the system needed to maintain uninterrupted clinical operations across the vast care network.

Support requirements spanned five EHR systems, along with applications and interfaces:

Epic
Oracle Health
Meditech
eCW
Paragon
1,700+ EHR integrated applications
40+ modules
~23,000 enterprise-wide interfaces

Only a robust, scalable support model could manage such complexity without impacting clinician experience or service continuity.

HCLTech partnered with the client to design and implement a unified, enterprise-scale EHR support model. The objective was to achieve seamless day-to-day operations, while supporting ongoing consolidation and transformation initiatives at scale.

The Challenge

Launching change and maintaining operational stability in complex EHR environment

The complex, multi-EHR environment was a huge hurdle. Legacy systems were bound by tacit knowledge dependencies without backup. Limited SME bandwidth and the need for rapid onboarding of niche skills further increased delivery complexity. Within this challenging environment, HCLTech had to maintain operational stability while executing the large-scale Epic consolidation.

The Objective

Build an EHR support model for continuity, scale and better user experience

The team implemented a unified strategy to standardize support across all existing EHR systems while safely scaling operations.

Create a unified support model across all EHRs under a single governance framework.
Maintain a high-quality clinician and end-user experience throughout a large-scale Epic consolidation program.
Deliver resilient support across a highly connected ecosystem of 1,700+ applications and nearly 2,980 interfaces.
Provide continuous 24x7 coverage across four time zones.
Enable internal teams to focus on strategic migration and modernization priorities.

The Solution

Unified governance and support model for resilience and scale

A centralized management framework was established to unify support across all existing EHR systems while scaling operational capacity.

Established unified, domain-aligned, enterprise-scale EHR support model across all five EHRs under single governance structure, organized into three focused towers: Epic, Cerner and other EHR platforms.
To maintain continuity, executed phased transition using an Engage–Learn–Run methodology, with extended shadow and reverse-shadow periods to ensure experiential knowledge capture and minimize delivery risk.
Rapidly scaled the support organization, onboarding 75+ Full-Time Equivalents (FTEs) in three months within a broader 140+ FTE delivery landscape.
Designed a blended onshore, nearshore and offshore (non-Epic EHRs) model to provide 24x7 coverage across four US time zones.
Supported Cerner to Epic migration, including interface build, mapping, testing and cutover, without disrupting business operations.

Launched best practices designed to manage EHR complexity

HCLTech implemented best practices to address skill variability and ecosystem complexity:

Cross-training across EHR modules
Standardized playbooks
Structured governance
Metrics-driven oversight during and post-transition
Consistent resolution quality and operational stability at scale

The Impact

Operational continuity and large-scale EHR transformation

The engagement delivered strong operational continuity and enabled quantifiable large-scale transformation.

Maintained 24x7 support coverage across four time zones, while sustaining operational stability in a complex clinical environment.
Delivered 100% CSAT score, reinforcing strong clinician and end-user support experience.
Transitioned support seamlessly across 158 hospitals and 2,200+ care sites without service disruption.
Enabled continuity across 40+ EHR modules, while supporting high service volumes of approximately 77,000 incidents and 174,000 service requests.
Improved scalability and cost efficiency through a blended delivery model.
Created a stronger operational foundation for long-term EHR simplification and enterprise transformation.

Conclusion

Accelerating health provider’s Epic consolidation journey

By reimagining EHR support through a unified operating model and a structured transition, HCLTech maintained operational stability, while also advancing the health system’s Epic consolidation journey.

This challenging engagement demonstrates HCLTech’s ability to successfully deliver large-scale EHR support transformation. As a result, healthcare organizations can modernize faster without compromising patient care.