Transcript of a Briefings Direct podcast on how a major healthcare provider is improving internal operations and patient care with a hybrid cloud model.

1. Creative Solutions in Healthcare Improves Client Services
and Saves Money with VMware vCloud Air
Transcript of a Briefings Direct podcast on how a major healthcare provider is improving
internal operations and patient care with a hybrid cloud model.
Listen to the podcast. Find it on iTunes. Sponsor: VMware
Dana Gardner: Hello, and welcome to the special BriefingsDirect podcast series coming to
you directly from the VMworld 2014 Conference. I'm Dana Gardner, Principal Analyst at
Interarbor Solutions, your host throughout this series of BriefingsDirect IT Strategy Discussions.
We’re here in San Francisco the week of August 25, to explore the latest
developments in hybrid cloud computing, end-user computing, software-defined
data center, and virtualization infrastructure management.
Our next innovative case study interview focuses on Creative Solutions in
Healthcare in Fort Worth, Texas. We're going to hear how they've adopted
cloud, and why cloud is benefiting them as a healthcare organization.
To learn more about Creative Solutions in Healthcare, we're joined by their CIO, Shawn Wiora.
Welcome.
Shawn Wiora: Good morning, Dana.
Gardner: Tell us a bit about your organization? It sounds like you've got a big, sprawling
healthcare facility group?
Wiora: Yes. Creative Solutions in HealthCare is the largest independent owner and operator of
skilled nursing facilities (SNFs), which are nursing homes in the State of Texas. We also operate
assisted-living facilities and we provide long-term care solutions, primarily in
Texas.
Gardner: How many people we are talking about, both in terms of your
employees and then also patients?
Wiora: We have about 6,000 employees. Many of them are nurses, and many
of them are capturing data about our patients and our residents. Our residents
are in the thousands and, as a private company, we're able to deliver solutions in the marketplace
that are really geared toward lifestyle, care, nutrition, activities, and programs. That's why the
company has been so successful -- we have this passionate care about our residents.
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Gardner
Wiora

2. Gardner: Of course, healthcare is really gearing up and changing in terms of how it's using IT
and leveraging IT, and I suppose you're no different?
Wiora: That's exactly right. HealthCare has been ramping up in terms of IT, not only catching up
with the industry, but in some cases, leading the forefront, especially when it comes to patient
care and delivering innovative diagnosis and treatment programs over telemedicine and other
types of electronic media.
Gardner: Shawn, tell us a bit about why cloud computing has been appealing to you with your
requirements? What challenges were you trying to solve when you looked at the cloud model?
Going virtual
Wiora: It's an interesting story. About two years ago, the company was 100 percent physical
in terms of its server infrastructure. Similar to many other long-term care
facilities, we have to deliver new forms of compliance as it relates to
HIPAA, the HITECH Act, and the NIST framework.
So if you take all those, in addition to the new apps that are being
required of the organization, new types of health exchanges that we are involved with, the
requirements were just escalating dramatically. So we started with a physical infrastructure and
we looked at going virtual.
Gardner: Did you begin cloud in a particular part of your organization, perhaps in development,
and then expanded out, or was this wholesale change ramp–up? How did you approach it?
Wiora: You're right. It was a wholesale change ramp-up. We took a big challenge by embarking
on an initiative that allowed the company to go from physical to virtual, and at the same time, we
went from premise-based to the cloud. We did that together.
Fortunately, we already had some really good experience with virtualization, but by no means
did we have a program that was deploying across the server infrastructure. So we issued an RFP
and we selected a group of vendors at the top of the pyramid. At that top was Azure, AWS, and
VMware’s vCloud. We chose Microsoft Azure.
We started a pilot with Azure, and it was really interesting. We're a Microsoft house, and the
team chose Azure based on the fact that not only we were Microsoft house, but we had a number
of initiatives that we wanted to move to the cloud, including Microsoft Exchange.
So, we started moving Exchange into the cloud with our Azure program. Then, we asked
Microsoft to issue a document that indicated that they would support Exchange, their own
software, in Azure, their own cloud, and guess what happened.
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3. We did not get acknowledgment. Ultimately, they would not indicate that they would support
their own software in their own cloud. We were flabbergasted. We just couldn't believe it.
We ended up pulling the plug on that project, on that initiative. We went back to the marketplace
and we chose VMware’s vCloud hybrid services, now known as vCloud Air, and we quickly
ramped up. That's the reason why this project has been so successful -- the ramp-up.
The team at the VMware understood what we were doing in terms of our timeline, our projects,
and our applications that we are looking to move to the cloud. That's really where they
differentiated, not only between Azure and AWS in terms of their on-boarding, because we did
pilots on all those cloud infrastructures. VMware’s vCloud Air team, the on-boarding team, had
the best on-boarding process for any kind of IT project that I've been involved with in the past 20
years.
Had our back
It just really made the IT team at Creative Solutions in Healthcare, the company, just feel like
those guys really had our back. They really cared about what was happening. They knew that we
were under the gun, because we had done this Azure kind of cluster, and it was not even feasible
for us to go down the path with our own infrastructure. It ended up being a great partnership.
Gardner: Shawn, tell me to what degree you're hybrid? Do you have an on-premises cloud
virtualized set of applications? Do you have another set of applications? You've have opted to go
into the public cloud, the vCloud Air. Is this something that you're still sorting out in terms of
what goes where? How about the data? Is that also on-prem, and how you are factoring the
hybrid approach?
Wiora: We're very deliberate with our cloud strategy. We started with a pilot of some core
applications, got our feet wet in the cloud, and then we took that success that we had. Again, the
on-boarding that we received in that process was really second to none.
That made the team feel very comfortable with moving other infrastructures. Now, we've moved
our entire back-office infrastructure, our accounting, a number of custom apps, provisioning, and
supply chain into the cloud with the vCloud Air.
We're are also in a hybrid environment, as you've indicated. We have servers throughout our
facilities and servers at headquarters. We have other software-as-a-service (SaaS) models that
we're interacting with. We're moving data from other providers back into our on-premise
environment and then we're moving that into vCloud Air. There's a lot of hybrid going on right
now.
Gardner: So that integration, management, and orchestration, being able to automate that, seems
very important to you. You want to be able to set this up, have it run, and then devote your
energy to all these new projects?
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4. Wiora: Yes. That's really where the return is to the company, the shareholders, the board, and the
management team. That's what IT should be focused on: how do we ultimately deliver solutions
that the other business units, and ultimately our patients, can appreciate.
Dana, we're in the long-term care industry and we've been very successful in growing the
company based on the passionate, caring model. The IT organization aligns its passion and care
towards the patients.
Instead of being wrapped up with servers, virtualization, and all of the other things that VMware
is the best at doing, we're outward focused on the business units and the patients.
New product appeal
Gardner: Shawn, we are here at VMworld, and there is been some news and announcements,
some new things happening with vCloud Air, particularly the Object Storage beta program and
Virtual Private Cloud on Demand.
Are you interested in being a beta customer? Do these added new functions for public and hybrid
cloud model appeal to you?
Wiora: Absolutely. We talked about total cost of ownership (TCO), and when you look at
ramping up on an on-demand scenario that has been announced, we're absolutely interested.
We've indicated our interest. We're going to be moving forward and looking at that.
Who has more data than healthcare? There are some organizations that have a lot of data, but we
track what our patients eat, what time they go to sleep, what they do during the day in terms of
activity. We're talking each and every day across each and every facility, thousands of patients.
So Object Based storage, yes, this is something that is in our future. We talked earlier about
desktop virtualization and the Air launch announcement recently that was also something that we
were keenly interested in.
Gardner: So, one last area for adoption. You have talked about the on-boarding process, but
there's also the end-user absorption of new approaches from IT. How this has gone in terms of
your end users?
Have they noticed a change in the type of applications? Has it been something that they didn't
notice? What's been that result at that end-user inception point when you made this transition to
cloud?
Wiora: It is been game changing for the company. It is been game changing for our patients.
Instead of being fearful about approaching IT, the business units are coming to IT, and they know
that we can ramp up applications very quickly.
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5. We just ramped up our maintenance application in a couple of days. In the past, that would have
taken months of planning. The business unit laughed. They just looked at IT and said, "You have
to be kidding. This is up and running already?"
Advice for others
Gardner: That's a strong testament. How about advice for other organizations that are
beginning that RFP process, that are thinking about cloud, looking at the different approaches,
the different providers? Any words of wisdom in hindsight that you could offer now that you
have been through that process?
Wiora: Absolutely. Who wants to reinvent the wheel? If I'm looking at going to the cloud for the
first time or if I am looking at enhancing my hybrid cloud environment, I would suggest you look
at TCO.
Look at what your labor costs are. Look at who the A-Team is in the industry for virtualizing.
Look at what the roadmaps are and look at which vendors really don't care what you put in your
cloud infrastructure. There are vendors. as we talked about earlier, that really have the ability to
approve or disapprove what you put in there.
I'd look at that, but you have to look at TCO and look at partnering with an organization that can
help you easily ramp up. Then, I think you look at how you want to run your IT organization. If
those things make sense to you, then I would suggest you look at the vCloud.
Gardner: Well great. I'm afraid we'll have to leave it there. We've been hearing about how
Creative Solutions in Healthcare in Fort Worth Texas has embarked on a cloud journey and have
leveraged hybrid cloud quite successfully. So a big thank you to our guest, Shawn Wiora, the
CIO at Creative Solutions in Healthcare. Thank you.
Wiora: Thank you, Dana.
Gardner: And also thank you to our audience for joining this special podcast series coming to
you directly from the 2014 VMworld Conference in San Francisco.
I'm Dana Gardner, Principal Analyst at Interarbor Solutions, your host throughout this series of
VMware sponsored BriefingsDirect IT discussions. Thanks again for listening, and come back
next time.
Listen to the podcast. Find it on iTunes. Sponsor: VMware
Transcript of a Briefings Direct podcast on how a major healthcare provider is improving
internal operations and patient care with a hybrid cloud model. Copyright Interarbor Solutions,
LLC, 2005-2014. All rights reserved.
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