Transforming Integration Operations from Reactive Support to Proactive Management

Executive Summary

Healthcare organizations depend on thousands of integration touchpoints to support patient care, revenue cycle operations, clinical workflows, and business operations.

For Guthrie, an integrated healthcare system serving communities across Pennsylvania and New York, maintaining reliability across a rapidly growing integration ecosystem required a new approach.

Guthrie partnered with Tido to establish a proactive integration operating model built on Tido Connect™ and Tido MIDR-AI™.

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Today, Tido proactively manages and supports an environment processing:

15+ Million Messages Daily

150,000+ Files Daily

Across:

• Epic EHR
• HL7 Interfaces
• FHIR APIs
• X12 Transactions
• EDI Exchanges
• Imaging Integrations
• File-Based Workflows
• Multiple Integration Engines

The result is a scalable, highly visible, and operationally resilient integration environment designed to support patient care, organizational growth, and long-term cost efficiency.

At a Glance

15M+

Messages Processed Daily

150K+

Files Processed Daily

24/7

Proactive Monitoring & Support

99.99%+

Interface Uptime Target

Epic

Enterprise EHR Platform

HL7 • FHIR • X12 • EDI • Imaging • Files

Enterprise Integration Coverage

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About Guthrie

Guthrie is a leading integrated healthcare system providing care across hospitals, clinics, physician practices, and outpatient facilities throughout Pennsylvania and New York.

Like many health systems, Guthrie relies on a complex integration ecosystem that enables critical information to move seamlessly between clinical, operational, financial, and business systems.

As the organization continued to grow and modernize, maintaining visibility, reliability, and operational efficiency across that ecosystem became increasingly important.

The Challenge

Modern healthcare organizations face growing integration complexity.

Every day, critical workflows depend on thousands of real-time and batch transactions flowing between applications, providers, partners, payers, and clinical systems.

For Guthrie, the environment included:

✓ Epic EHR

✓ HL7 Interfaces

✓ FHIR APIs

✓ X12 Transactions

✓ EDI Workflows

✓ Imaging Systems

✓ File Transfers

✓ Multiple Integration Engines

Collectively processing:

15+ Million Messages Every Day

150,000+ Files Every Day

The challenge was not simply supporting integrations.

The challenge was creating an operational model capable of proactively managing risk, identifying issues before they impacted users, and supporting future growth without continually increasing operational burden.

Guthrie wanted to:

• Improve visibility across the integration environment
• Reduce operational risk
• Detect issues earlier
• Accelerate incident response
• Improve reliability
• Reduce dependency on reactive troubleshooting
• Create a scalable support model
• Identify opportunities for long-term cost savings

The Tido Difference

Rather than starting with technology, Tido started by listening.

Guthrie's leadership team outlined a clear objective:

Build a proactive integration organization capable of supporting enterprise growth while minimizing operational risk and improving operational efficiency.

To achieve that goal, Tido implemented a proven framework that combines managed integration operations, AI-powered monitoring, governance, optimization, and healthcare-specific expertise.

Unlike traditional staffing models or generic managed service providers, Tido delivers:

✓ Dedicated healthcare integration expertise since 2007

✓ Epic Bridges-certified resources

✓ Deep experience across HL7, FHIR, X12, EDI, APIs, imaging, and file-based integrations

✓ AI-powered proactive monitoring through Tido MIDR-AI™

✓ Managed integration operations through Tido Connect™

✓ Proven methodologies for stabilization, optimization, and modernization

Solution Overview

Tido Connect™

Tido Connect™ provides a managed integration operating model that combines healthcare integration expertise, governance, optimization, project delivery support, and operational management across the enterprise integration landscape.

Tido functions as an extension of the internal IT organization, providing strategic guidance, operational support, project execution, and continuous improvement initiatives.

Tido MIDR-AI™

Included within Tido Connect™, Tido MIDR-AI™ continuously monitors interfaces and connected applications to identify abnormal patterns, delays, queue growth, failures, and performance risks before they become operational disruptions.

Unlike traditional monitoring solutions that primarily alert after failures occur, MIDR-AI™ learns operational patterns and proactively identifies potential issues before clinicians, business users, or support teams experience impact.

Phase 1

Assess and Stabilize

Tido conducted a comprehensive assessment of Guthrie's integration ecosystem to identify opportunities for improvement across people, processes, technology, governance, and operational workflows.

Key focus areas included:

• Monitoring and alerting
• Documentation and visibility
• Operational processes
• Technical debt reduction
• Governance improvements
• Cost optimization opportunities
• Integration architecture strategy

Following the assessment, Tido worked closely with Guthrie to strengthen the operational foundation through cleanup initiatives, standardization, process improvements, and enhanced visibility.

Outcome

A more stable, manageable, and scalable integration environment prepared for proactive operations.

Phase 2

Implement Proactive Monitoring

Once the environment was stabilized, Tido deployed MIDR-AI™ across the integration ecosystem.

Continuous Monitoring Coverage

• HL7 Interfaces
• FHIR APIs
• X12 Transactions
• EDI Workflows
• Imaging Integrations
• File Transfers
• Integration Engines
• Connected Applications

MIDR-AI™ continuously analyzes activity to identify:

✓ Queue Backlogs

✓ Processing Delays

✓ Throughput Degradation

✓ Traffic Anomalies

✓ Failed Transactions

✓ Performance Risks

✓ Interface Outages

This allows Tido's team to investigate and resolve issues before they impact patient care, operations, or revenue cycle workflows.

Phase 3

Managed Integration Operations

Today, Tido serves as Guthrie's strategic integration partner.

The engagement includes:

Operational Management

• Incident Management
• Root Cause Analysis
• Production Support
• Change Management
• Release Support
• Governance Oversight

Project Delivery

• New Interface Implementations
• Workflow Enhancements
• API Development
• Modernization Initiatives
• Optimization Projects

Strategic Guidance

• Architecture Recommendations
• Cost Optimization Strategies
• Platform Consolidation Opportunities
• Future-State Planning

Epic Expertise

Guthrie benefits from dedicated Epic Bridges-certified integration specialists with extensive experience supporting complex Epic environments.

Results

Enterprise-Wide Visibility

24/7 monitoring and support across an ecosystem processing:

15+ Million Messages Daily

150,000+ Files Daily

Hundreds of Critical Workflows

Increased Reliability

Targeting:

99.99% + Interface Uptime

Supporting uninterrupted clinical, operational, and financial workflows.

Faster Detection and Resolution

Potential issues are identified proactively rather than waiting for clinicians or end users to report problems.

This allows for earlier intervention, reduced disruption, and faster resolution.

Reduced Operational Burden

By assuming responsibility for proactive monitoring, support, governance, and project execution, Tido enables internal teams to focus on strategic priorities instead of daily firefighting.

Increased Capacity

Through automation, operational efficiencies, and AI-powered monitoring, Guthrie is able to support growing integration volumes and complexity without proportional increases in staffing requirements.

Long-Term Cost Efficiency

Through assessment findings, operational improvements, architecture recommendations, automation, and proactive monitoring, Guthrie has established a framework to:

• Reduce integration management costs
• Minimize costly downtime
• Improve resource utilization
• Reduce operational inefficiencies
• Optimize future technology investments

The result is a more sustainable and cost-efficient operating model capable of supporting future growth.

Business Value Delivered

Improved System Reliability

Supporting critical patient care and business operations.

Faster Issue Resolution

Problems identified before widespread operational impact occurs.

Greater Operational Efficiency

Reduced time spent troubleshooting and managing integration issues.

Enhanced Visibility

Comprehensive insight into integration health, performance, and risk.

Increased Team Capacity

Ability to manage growing complexity without corresponding growth in operational burden.

Future-Ready Foundation

A scalable integration operating model designed to support modernization, digital transformation, and AI initiatives.

Building the Future of Healthcare Integration

Healthcare organizations are increasingly dependent on complex digital ecosystems that require reliability, visibility, and operational excellence.

Through Tido Connect™ and Tido MIDR-AI™, Guthrie has established a proactive integration operating model that delivers reliability, scalability, operational efficiency, and long-term value.

The result is more than improved integration support.

It is a stronger foundation for patient care, organizational growth, digital transformation, and future innovation.

Partner Perspective

"At Guthrie, our partnership with Tido has been a seamless addition right from the start."

Terri Couts
Former SVP & Chief Digital and Information Officer
Guthrie

About Tido

Tido helps healthcare organizations ensure clinicians have access to the right data at the right time, no matter the system.

Through Tido Connect™, Tido MIDR-AI™, data migration, archive modernization, test automation, and AI-ready data foundations, Tido partners with health systems to improve reliability, reduce operational burden, increase team capacity, and lower the total cost of integration management.

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