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100 Locations and Counting: Large Healthcare Organization Grows with Continuant 

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Launched in 1979 with six employees and one telephone, Universal Health Services, Inc. (NYSE: UHS) today ranks among the largest hospital management companies in the United States. The company operates 350 locations throughout the world—including the U.K., U.S Virgin Islands, and Puerto Rico—and boasts some 75,650 employees, and $10.7 billion in revenue.  Now ranked #293 on the Fortune 500 list of America’s largest corporations, UHS ranks #1 in social responsibility and #2 overall in the healthcare industry. 

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The Challenge

  • Large suite of systems no longer supported by OEM 
  • Service gaps with current provider 
  • Legacy system nearing End of Life 
  • Outages and system problems persisting far longer than was doable

The Solution

  • Extended life for the Avaya PBX system  
  • Robust suite of standardized managed services at more than 17 locations  
  • All base maintenance, including:  
    • Monitoring  
    • Remote and onsite incident management 
    • Hardware replacement 
    • Remote MACD 
    • Carrier Services 
    • On-Site Managed Critical Spares 

The Story  

In addition to its focus on acute care, UHS operates a well-respected Behavior Health Division that serves both a civilian population as well as the U.S. military community, providing behavioral health support services to 160 military installations and VA hospitals across the United States and overseas. In 2016 alone, the UHS Behavioral Health Division served more than 4,700 active-duty service members, veterans, and family members. 

Tragically, this health organization so dedicated to helping others couldn’t get the help it needed for its legacy PBX system. As time went forward, the OEM would no longer support the system, and the service provider UHS found came with service gaps. Problems wound up taking far longer to complete than necessary, frustrating its staff to no end. 

Back in 2014, help finally arrived. Continuant came on to support UHS’s Avaya systems in 17 locations. Liking Continuant’s high-service model and engineering expertise, UHS gradually began turning over locations to Continuant.   

In 2018, Continuant reached a significant milestone with UHS, signing on the company’s one hundredth facility, the Turning Point Care Center in Georgia. 

In addition to supporting all the Behavioral Health Hospitals for UHS, Continuant also provides system design, implementation, and upgrades for many UHS hospitals nationally. Without a doubt, UHS has come a long way from having only one phone and six employees—and with Continuant on board to deliver managed services and solutions, UHS can continue to grow with confidence. 

Learn more about our Avaya PBX Maintenance Services and Collaborative Solutions

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