Case Study: Windstream Healthcare JHSMH
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Case Study: Windstream Healthcare JHSMH

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Jewish Hospital & St. Mary’s HealthCare in Louisville, Ky., like all healthcare facilities, is in the business ...

Jewish Hospital & St. Mary’s HealthCare in Louisville, Ky., like all healthcare facilities, is in the business
of healing. The hospital system, known for several medical firsts including the world’s first successful
hand transplant, needed some healing of its own several years ago and found the solution with the
Windstream team in Lexington, Ky.
“Communication is critical in any work place but most especially a hospital where lives are on the line
everyday,” said Bob Greenwell, assistant director of network operations for the hospital system. “And
with about 12,000 phone lines throughout the hospital system it is imperative that we receive the best possible products and services to care for our patients.”

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Case Study: Windstream Healthcare JHSMH Document Transcript

  • 1. CASE STUDY         Jewish Hospital and St. Mary’s HealthcareRenowned hospital system depends on Windstream to care for its communications newtorkBackgroundJewish Hospital & St. Mary’s HealthCare in Louisville, Ky., like all healthcare facilities, is in the businessof healing. The hospital system, known for several medical firsts including the world’s first successfulhand transplant, needed some healing of its own several years ago and found the solution with theWindstream team in Lexington, Ky.“Communication is critical in any work place but most especially a hospital where lives are on the lineeveryday,” said Bob Greenwell, assistant director of network operations for the hospital system. “Andwith about 12,000 phone lines throughout the hospital system it is imperative that we receive the bestpossible products and services to care for our patients.”According to Greenwell, JHSMH was not getting the level of telecommunications service demanded ofa premier heart and transplant hospital, so he went looking for a change.“The sales support was spotty with our previous phone equipment vendor,” Greenwell says. “Our salesrepresentative just wouldn’t return a phone call. The first opportunity we had to get out of thatrelationship, we did.”Not long afterward, in 1997, Windstream began serving JHSMH, now one of Windstream’s largest out-of-territory customers.SolutionsToday, Windstream maintains and services several Avaya (formerly Nortel) PBX systems servingJHSMH, plus one carrier remote and one fiber remote, along with approximately 80 Norstar keysystems. Windstream also provides local access services to one of the system’s hospitals located innearby Shepherdsville, Ky. The Shepherdsville site is connected to the main hospital in Louisville via aone-gigabit data pipe.“The customer service and support is excellent with Windstream,” said Greenwell. “The company isflexible, and our sales rep is close by. If there is ever a problem or concern or a need, I haveWindstream feet on the street here, literally.”
  • 2. CASE STUDY        The ‘feet on the street’ refers to three full-time Windstream customer service technicians who are solelydedicated to serving JHSMH. In fact, the hospital serves as their daily base of operation.“We turn things around quickly,” says Herman Thomas, Windstream’s director of business solutions inKentucky. “We are a good advocate of Jewish Hospital & St. Mary’s HealthCare within Windstream,and we give them the service they expect for the dollars they pay. It’s a relationship we’re committed tomaintaining.”ResultsThe relationship between Windstream and Jewish Hospital & St. Mary’s HealthCare has flourished inthe last decade. As the hospital system has grown—adding facilities, specialties and doctors—theyhave relied on Windstream for expanded communications connectivity and expertise.If your business is interested in implementing similar technologies, please call Windstream at 888-673-WIND (9463) or speak to your current Windstream account executive to learn more.