Case Study: How One FQHC Transformed eCW & IT Performance with PSM

by | Jun 2, 2025 | Cloud-Based Desktops, Hosting | 0 comments

Urban Health Plan (UHP) is a Joint Commission-accredited network of community-based health centers serving 86,000 patients annually across 12 clinical sites, 12 school-based centers, and two behavioral health facilities in the South Bronx, Central Harlem, and Queens. With operations of this scale, UHP relies heavily on a resilient, high-performing IT infrastructure to support clinical care and administrative continuity. 

The Challenge: Infrastructure Bottlenecks & IT Burnout 

Despite having a capable internal IT team, UHP struggled with mounting technical challenges that stretched their resources and disrupted operations. 

Key issues included: 

  • Sluggish performance from an inefficient on-premise hosting environment 
  • Recurring downtime and burnout due to consecutive, labor-intensive system upgrades 
  • Technical complexity and reporting risk tied to an anticipated eClinicalWorks (eCW) Cloud migration 

“We’re very, very, very thinly staffed in the IT department. We just needed help—and to not have to worry about it.”
— Allison, Chief Medical Information Officer, UHP 

“We know the infrastructure and application—but not the gears of eCW. We needed someone who could see what we couldn’t.”
— Gustavo, Assistant Director of IT, UHP 

Seeking a reliable, healthcare-specialized IT partner, UHP consulted with peer FQHCs and ultimately selected Physician Select Management (PSM) for consulting and hosting services. 

The Solution: A Strategic, Hands-On IT Partnership 

From the start, PSM delivered far more than an outsourced IT solution—they became an extension of UHP’s internal team, offering deep eCW expertise and a responsive, problem-solving mindset. 

“We weren’t looking for a huge company—we wanted a real partner. With PSM, I can pick up the phone and call someone I trust. That matters.”
— Allison, CMIO, UHP 

PSM’s services included: 

Strategic Infrastructure Assessment

Using advanced diagnostic tools, PSM uncovered root causes of performance issues and helped improve overall system reliability. 

“We needed to sleep at night knowing we had good backups and performance support. With PSM, we have that confidence.”
— Allison, CMIO 

Upgrade Support 

PSM streamlined UHP’s upgrade process by deploying test servers and managing updates, alleviating stress and minimizing disruption. 

“We had back-to-back upgrades that caused sleepless nights. With PSM, our first upgrade finished in under five hours—I was shocked.”
— Allison, CMIO 

Vendor & Network Support 

Whether it was backend Tomcat issues or coordinating with vendors, PSM provided daily technical assistance—even helping resolve internal network challenges. 

“They’re not a one-trick pony. Whether it’s backend Tomcat issues or vendor coordination, they step in and help us solve it.”
— Gustavo, Assistant Director of IT 

Cloud Hosting with eCW 

Rather than migrating to eCW Cloud (which would have introduced reporting complexity), UHP opted for PSM’s tailored cloud hosting, benefiting from both control and expert guidance. 

The Results: From Survival Mode to Strategic Focus 

Within months, UHP experienced significant improvements across their IT operations: 

  • Resolved longstanding infrastructure issues that had impacted system performance for years 
  • Shifted the IT team’s focus from reactive support to forward-looking planning 
  • Reduced clinical disruptions through improved uptime and faster troubleshooting 
  • Streamlined upgrade and testing cycles via rapid deployment of test environments 

“When we request a test server or a new eCW instance, PSM responds almost immediately. That kind of turnaround is rare—and critical to our planning.”
— Gustavo, Assistant Director of IT 

Key Outcomes 

Improved Performance

Legacy bottlenecks were resolved through precise diagnostics and hands-on technical support. 

“PSM quickly identified system issues we couldn’t see ourselves. Their knowledge of eCW and infrastructure gave us a huge level of comfort.” — Allison 

Operational Efficiency

PSM’s involvement allowed the lean IT team to focus on strategic work without sacrificing responsiveness. 

Flexible Testing Capabilities

Quick provisioning of test environments enabled UHP to test upgrades, interfaces, and training scenarios without interrupting operations. 

Stronger Collaboration

From vendor management to backend troubleshooting, PSM acted as a seamless, trusted extension of UHP’s internal team. 

“We’re in it for the long haul with our partners. And when we’re up a creek, PSM always helps us paddle out.” — Gustavo 

Conclusion: The Value of a Trusted Healthcare IT Partner 

UHP’s transformation underscores the importance of having a healthcare IT partner who combines technical excellence with genuine partnership. With PSM, they gained not just a service provider, but a dedicated ally capable of tackling complex systems, supporting mission-critical infrastructure, and enabling better care through better IT. 

Looking for an IT partner who knows eCW inside and out? 
Let’s talk. Call us at 775-885-2211 ext 119 or email kam.pruneau@psmnv.com.