Doug McCoy, CEO of EPHC, leads a team of over 300 people in delivering comprehensive healthcare services, from acute care to rehabilitation, to roughly 25,000 residents across Eastern Plumas and Sierra Counties.
Like many rural hospitals, EPHC faced serious challenges managing IT with a small, resource-stretched internal team. “We identified that we had vulnerabilities in areas like network infrastructure, obviously cybersecurity. And then technologically, we were falling behind,” Doug explained. Despite their efforts, EPHC struggled to stay on top of evolving healthcare technology needs.
The turning point came in 2020, when a nearby hospital suffered a $20 to $40 million ransomware attack. “It was very important news within our hospital association. Partnering with ITS to look at our systems and vulnerabilities became a top priority,” Doug said.
The Tipping Point: From Reactive to Proactive with ITS
In January 2020, EPHC made a strategic decision to partner with ITS.
Their goals were clear:
- Modernizing IT infrastructure
- Reduce cyber risk
- Support new initiatives like telemedicine and grant-funded care models
- Access specialized expertise without overextending internal teams
“What I wanted was a real relationship, not just someone we call when something breaks,” McCoy said. “ITS told me I should feel like their only client. Five years later, I still do.”
“I didn’t want a transactional relationship… I wanted a partner who could assess our needs, customize solutions, and work alongside us. ITS has done that,” Doug said.
ITS began by conducting a thorough risk and infrastructure assessment, quickly identifying outdated systems and recommending strategic, cost-effective upgrades. “It was helpful to leverage ITS resources… not overselling or being at risk of having someone come in and just say, ‘Well, here’s what you need.’ Really customizing it for what our needs were, what our budgets were,” Doug emphasized.
The Transformation: Tailored Solutions That Deliver Results
ITS didn’t just modernize EPHC’s infrastructure; they built a foundation for long-term success. From cybersecurity to telemedicine to data-driven decision-making, ITS helped transform how EPHC operates, competes, and cares for its community.
EPHC knew it needed to modernize to better serve its community. What it needed was a trusted partner to help make it happen. With guidance from ITS, EPHC strengthened its cybersecurity, embraced telemedicine, and gained clearer insight through data. The result? A more agile, secure, and connected organization ready to grow and serve for the long haul.
1. Cybersecurity Modernization
ITS conducted a full risk assessment and implemented a layered cybersecurity strategy. This included:
- Upgraded network infrastructure
- MFA and cyber protections on EHR systems
- 24/7 monitoring
- Phishing simulations and employee training
“Over five years, we’ve only had one attempted infiltration—and it was caught at 2 a.m. on a weekend. ITS called me immediately, provided an analysis and a report I could give to our board,” McCoy said.
2. Telehealth Implementation in Record Time
With COVID-19 changing healthcare delivery overnight, ITS helped EPHC roll out a telemedicine infrastructure in just 3 to 6 months, which is something that hadn’t previously been on the radar.
3. Fully Managed IT Model
Initially using a hybrid support model, EPHC eventually moved all IT services under ITS. This allowed:
- 7-day-a-week tech support
- Proactive issue resolution
- Predictable IT costs
4. Health IT Team + Data Analytics = Revenue Growth
ITS established a dedicated HealthIT team to support grant compliance and data reporting. This has had a measurable financial impact:
“I oversee quality programs worth up to $2 million annually. Without ITS’s data analytics team, we’d have lost that funding or taken years to ramp up,” said Joanna Garneau, Program Manager at EPHC.
“When I’m in meetings with other hospitals and I say, ‘I have a data analytics team,’ they’re shocked. It’s that rare.”
ITS’s team helped EPHC succeed in Medicare’s Promoting Interoperability Program, avoid penalties, and improve their claims and reporting processes, which are all crucial in a financially constrained environment.
A True IT Partner: Behind the Scenes and Beyond Expectations
Doug and Joanna emphasized the relationship-centric approach that sets ITS apart.
“I’ve worked in corporate healthcare for 35 years. ITS is the first partner that truly feels invested—not just in our operations, but in our people,” McCoy shared.
“Even when I’m stressed and frazzled, calling ITS resets everything,” said Joanna. “They solve the issue and do it with kindness. That’s rare.”
Whether it’s responding to emergency evacuations during wildfires or identifying risks before vendors even notice, the ITS team has earned EPHC’s deep trust.
Final Thoughts: Why Rural Healthcare Leaders Need the Right IT Partner
Choosing the right IT partner isn't just about uptime—it’s about outcomes.
EPHC’s journey shows how the right support can transform not just technology, but operations, resilience, and financial health. With ITS, EPHC didn’t just upgrade infrastructure; they built a sustainable model for success in one of healthcare’s most challenging environments.
“We couldn’t have done it without them,” McCoy said. “ITS has been one of the pillars that helped us not just survive but excel through COVID and beyond.”
Ready to strengthen your healthcare organization’s IT, compliance, and data systems like EPHC did? Schedule a no-cost consultation with ITS today.
