Powering Proactive Healthcare: EMR Automation for Readiness

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About the Client

The client is a renowned U.S. based healthcare provider focused on advanced eye care and surgical services. With a network of clinics across the region, the organization depends on a proprietary electronic medical record (EMR) system—NexGen—to manage patient information, streamline clinical workflows, and support daily operations across its facilities.

To ensure system readiness, the client’s IT team conducted a manual validation process each morning to confirm that the NexGen platform was operating as expected. However, this approach came with several drawbacks:

Time-Consuming Process: Daily manual testing required early intervention from IT personnel, reducing their availability for strategic tasks.
High Dependency on Individuals: The process was reliant on the presence and consistency of a specific IT team member, increasing risk during vacations or absences.
Inconsistent Test Execution: Manual execution led to variability in test coverage, increasing the chance of missed or incomplete validations.
No Real-Time Alerts: Errors discovered during manual checks lacked automated notifications, delaying issue detection and response.
Limited Scalability: As the organization expanded, the manual process became increasingly unsustainable and difficult to scale.

The client required an automated, scalable, and reliable solution to maintain system readiness and reduce the operational burden on their IT staff.

Consistent System Readiness: Daily checks were automated, ensuring reliable performance validation of the NexGen platform.
Improved Efficiency: IT staff were relieved from repetitive manual tasks and could focus on high-value initiatives.
Reduced Downtime Risk: Real-time alerts enabled immediate issue resolution, minimizing disruptions to clinical operations.
Scalable Framework: The solution was designed for future growth, allowing integration of additional test scenarios as needed.
Enhanced Patient Care: Ensuring timely access to patient data each morning supported seamless clinical operations and high-quality patient service.

Charter Global partnered with the client to automate the daily system testing and integrate real-time alerting using Microsoft technologies. The solution provided a consistent, scalable, and proactive approach to system validation.

Process Automation with Microsoft Power Automate Desktop
- Automated login through Citrix to access the NexGen application.
- Verified accessibility of sample patient records and documentation.
- Ensured all relevant forms loaded and functioned as expected.
- Designed workflows in development and recreated in production due to export limitations.
Real-Time Alerts via Azure Communication Services
- Implemented SMS alerts to notify the IT team of system errors.
- Enabled automated voice call alerts for high-severity issues.
- Guided client through procurement and verification of Microsoft-approved phone numbers.
Collaborative Implementation
- Conducted discovery sessions to align on automation goals.
- Integrated architecture with Citrix, NexGen, and Azure services.
- Provided support for Azure credential management.
- Maintained weekly progress reviews.
- Deployed and validated the final solution in production.
Technical Problem-Solving
- Resolved Citrix access delays.
- Standardized Power Automate Desktop configurations.
- Provided Azure setup support.
- Parallelized dev efforts to minimize delays in phone number verification.

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