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Realizing world-class service for Frederick Health

How NRI helped Frederick Health enhance patient experience, secure infrastructure, and drive operational efficiency.

Business situation

Frederick Health, the largest healthcare provider in Frederick County, Maryland, envisioned delivering leading-edge healthcare while maintaining its community-centered approach. However, with the need for additional technology resources and an expanding workforce, the organization required enhancements to its infrastructure to improve the patient experience, increase communication efficiency, and bolster security.

With thousands of users and patients interacting daily, Frederick Health needed a secure, high-performance technology ecosystem to support its growth and maintain operational excellence. NRI had an established relationship with Frederick Health and was chosen to lead the project due to its expertise and collaborative approach. After extensive discovery and design meetings, along with input from Cisco, NRI developed and implemented a strategy that addressed the organization’s goals.

Considerations

Define a strategy to improve internal and external communication processes.
Establish a robust security infrastructure to prevent disruptions and unauthorized access.
Ensure scalability of the platform to support future growth and evolving requirements.
NRI streamlined Frederick Health’s voice environment by integrating Nortel and Cisco voice systems, enhancing licensing, and optimizing the Unified Cisco Contact Center. These enhancements included advanced call reporting, call monitoring, and staff training—improving response times and elevating the overall patient experience.
To safeguard sensitive healthcare data and meet compliance requirements, NRI deployed robust Cisco solutions that included email security, DNS protection, next-generation firewalls, dual authentication, and enhanced network visibility. These improvements ensured a secure and resilient IT environment capable of supporting Frederick Health’s growth.
To enhance physician-patient communication and telemedicine, NRI secured 250 Webex licenses, enabling seamless virtual consultations. Additionally, NRI engineered secure wireless connectivity to facilitate rapid COVID-19 testing, improving registration efficiency and throughput. As part of ongoing enhancements, NRI integrated Cisco voice solutions with Microsoft Teams and provided comprehensive training to optimize platform usage.

Our solution

NRI delivered a scalable, secure, and highly responsive infrastructure tailored to Frederick Health’s operational and clinical needs. By modernizing communication systems, strengthening cybersecurity, and enabling virtual care through telemedicine, NRI positioned Frederick Health to deliver faster, more connected patient experiences.
Staff across departments now have reliable access to the tools and information they need—whether supporting patients at the front desk or collaborating across clinical teams—driving efficiency, improving response times, and elevating the overall standard of care.

Capabilities applied

Technology Strategy & Consulting
Security Assessment & Planning
Modern Collaboration

Technologies utilized

Pure Storage
Cisco Communication and Security Solutions
Cisco Webex

Results

By implementing a scalable, secure, and collaborative platform, NRI empowered Frederick Health to achieve its vision for world-class service. The enhanced infrastructure significantly improved operational efficiency and strengthened data security, while delivering an elevated patient experience. These improvements also boosted physician productivity by streamlining communication and enhancing patient interactions, while simultaneously reducing operational and support costs to drive long-term efficiency.
Increased the customer service team’s capacity, growing from 65 to 135 agents. Reduced call hold times to consistently less than one minute. Lowered call abandonment rates to 2% or below, enhancing overall responsiveness.
Increased the customer service team’s capacity, growing from 65 to 135 agents.
Reduced call hold times to consistently less than one minute.
Lowered call abandonment rates to 2% or below, enhancing overall responsiveness.

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