Northeast Transcription, Inc. Adopts Ipswitch Instant Messaging for HIPAA-Compliant, Virus-free Instant Messaging

Company: Northeast Transcription, Inc.
Industry: Healthcare / Medical Services
Business Challenge: Northeast Transcription, Inc. could not rely on free consumer instant messaging to protect confidential patient information, and needed a secure, cost-effective alternative.
Outcome: The company adopted Ipswitch Instant Messaging™ and has eliminated the threats of viruses and spam transmitted via instant messaging while providing its staff with a convenient, HIPAA-compliant instant messaging solution.

Based in Portland, Maine, Northeast Transcription, Inc. (NTI) is a premier Medical Transcription company serving the medical community throughout the U.S. with digital based dictation and transcription outsourcing services. Like many small to midsize businesses, NTI began using a free instant messaging service to take advantage of convenient, instant communication among its staff. However, with a staff of about 50, including approximately 30 medical transcriptionists working at remote locations throughout the country, NTI soon found that the consumer instant messaging solution they were using was not adequate.

David Powell, Technology Manager for NTI, explains, “As a medical transcription company, we must comply with Federal HIPAA (Health Insurance Portability and Accountability Act) regulations. Because Ipswitch Instant Messaging provides encrypted communication that remains entirely within our Virtual Private Network (VPN), we can use Ipswitch Instant Messaging to communicate with offsite employees in a HIPAA-compliant fashion. If a conversation needs to include confidential patient information about a client, we can rest assured that it is happening in a data secure manner when using Ipswitch Instant Messaging. We can't do that using any of the public ‘free’ instant messaging systems.”

Security A Top Priority

HIPAA-compliant encryption was a key factor in NTI’s decision to adopt Ipswitch Instant Messaging, but it was security in a broader sense that ultimately made the decision an easy one. Powell reports that computer viruses are taken seriously at NTI, and while the company’s IMail Server from Ipswitch provides virus protection for inbound email, there was no such protection on the consumer instant messaging system the staff was using. Powell explains, “When I read in the online press that the next wave of viruses is going to be transmitted by instant messenger clients, we had to decide what to do. Do we uninstall and ban using Microsoft’s MSN Messenger? We could, but it would impact our ease of communications. Right around that time, I received an email from Ipswitch – which we receive because we use IMail – announcing Ipswitch Instant Messaging. It was really fortuitous timing.” With Ipswitch Instant Messaging, both the server and clients are run on NTI’s network behind the firewall, so there is no need to expose any instant messaging software or messages to the Internet at large. In addition, Ipswitch Instant Messaging is primarily a business application, not used by the general public as free instant messaging services are. As a result, Powell notes, “Ipswitch Instant Messaging is much less of a target for virus and trojan horse writers than the big, public instant messaging programs."

The Annoyance Factor of Free Instant Messaging

In addition to the security concerns with free instant messaging services, there were other drawbacks. Powell recalls that unsolicited instant messages were increasing. “It was instant messaging spam,” says Powell. “And we didn’t want to talk with anybody but our fellow workers.” Because all access to Ipswitch Instant Messaging is authenticated, NTI now has full control over who can – and cannot – send instant messages.

In addition, outages of MSN Messenger left the NTI staff with no way to send instant messages, compounding Powell’s frustration. “We had a number of occasions where MSN Messenger went down. I had no idea how to contact their customer support. I never bothered to do so because I thought it would be an exercise in futility. There was nothing I could do about it. I had to try and support something that we didn’t own in any way.”

A Simple Solution

For NTI, the security concerns combined with outages and other issues with the free instant messaging service made the decision to switch to Ipswitch Instant Messaging simple. Ipswitch Instant Messaging’s easy install process and intuitive interface made setting it up even simpler. “I downloaded a trial version and tried it out here in the office. It took only a few minutes to set up. Then I tested it out myself at home using the VPN, and it all worked great.”

To keep things simple down the road, NTI took advantage of both Ipswitch Instant Messaging and its Service Agreement, which includes the server, unlimited clients, upgrades and technical support for twelve months. Powell reports that although they have had no problems with the server, it is assuring to know that Ipswitch support is available should he need it. “We know we're going to get the prompt, knowledgeable technical support to which we've become accustomed as IMail customers,” he explains.

Making the IT Manager’s Job Easier

Powell reports that Ipswitch Instant Messaging is not only benefiting the medical transcriptionists and office staff at NTI and the business as a whole, but it also makes his job as Technology Manager easier as well.

If Powell has to bring down a production system during the workday, he needs to notify all of the remote staff to save their work and exit the system. Without Ipswitch Instant Messaging, he would have two poor choices – call each person individually or send everyone an email and hope that they read it in time. “For me personally, it is very advantageous to be able to broadcast messages using Ipswitch Instant Messaging. For example if we have a problem with the medical transcription server software I can broadcast and let everyone know immediately. Whereas, that would take me half an hour if I had to call everybody serially on the telephone. That is where Ipswitch Instant Messaging is a huge help. There is nothing else that could do that as well and as timely.”

While Powell could send email to everyone in such cases, the immediacy of instant messaging makes it a better option, particularly at NTI. Powell explains, “Because our transcription software relies heavily on Microsoft Word macros, any other instances of Word or Microsoft Outlook will interfere with it. So by my request, many of our transcriptionists don’t have Outlook running at the same time as they are running the transcription software. Typically, they will work for a couple hours, then take a break and check email. But Ipswitch Instant Messaging runs all the time and has no conflicts. If I have to get everybody’s attention quickly, instant messaging is the best way. We don’t communicate exclusively by instant messaging -- we do send email and make phone calls -- but in terms of timeliness I think Ipswitch Instant Messaging fits a unique niche between email and being on the phone.”

He adds, “Ipswitch Instant Messaging also lets me communicate quickly and inexpensively when I need to do troubleshooting off site. I even use it when I know someone is not online, because I know they’ll get the message when they login later on.”

One Less Thing To Worry About

With Ipswitch Instant Messaging, the medical transcriptionists no longer have to limit their online conversations to non-patient related topics. “Because Ipswitch Instant Messaging is compliant with HIPAA regulations, our transcriptionists don’t have to worry about privileged communication. The transcriptionists have so much complexity in their job anyway – with different procedures for different clients and me telling them what they can and can’t do – it is nice for them to know that they can communicate and say what they need to say without having to worry about it.”

Powell adds that the presence indicator, which shows when users are present at the computer, is also a big help to the transcriptionists and office staff. “Our transcriptionists work on varying schedules, so the presence indicator is very helpful when you need to know who is working.”

Cost-Effective and Cost-Saving Messaging

By adopting Ipswitch Instant Messaging, NTI has gained control over its instant messaging system and has provided its staff with secure, reliable and cost-effective instant messaging. Powell notes that Ipswitch Instant Messaging is a great solution for cost-conscious organizations. “We’re saving on our phone bill, because we are leveraging instant messaging and our existing infrastructure for many of our quick conversations. The cost of the Ipswitch Instant Messaging is minor compared to other software systems that we’ve purchased. Also, I’ve seen other Enterprise Instant Messaging solutions discussed in the online press, and they are thousands of dollars.

He concludes, “It was my experience with IMail and the reputation of Ipswitch that made it such an easy decision to bring in Ipswitch Instant Messaging. It is secure, it is inexpensive, and we control the whole thing. And, we no longer have privacy concerns with the instant messaging provider, because we are the provider.”