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Case Study

Operational Confidence with Healthcare-Ready IT Support

With a 24/7 care environment and complex regulatory requirements, Bethel Home & Services needed an IT partner that could keep systems secure, compliant, and running without disruption. Locknet delivered reliability, responsiveness, and confidence for the future.

 

About Bethel Home & Services

Founded in 1955 by 32 Lutheran churches near Viroqua, Wisconsin, Bethel Home & Services began as a retirement home offering congregate living. Over the decades, the organization has evolved to meet changing community needs, including expansion into skilled nursing, community-based services, a group home, adult day care, in-home support, independent senior living, assisted living, and memory care. Today, Bethel Home & Services has approximately 150 employees across multiple locations, delivering compassionate care around the clock.

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  • The Challenge

     For many years, Bethel Home & Services operated without a dedicated internal IT team. IT support was outsourced to a single individual located offsite, which often meant delayed response times and limited proactive oversight. As the organization grew and systems became more complex, those gaps became harder to manage.

    Healthcare operations added another layer of pressure. Bethel Home & Services runs 24/7, with no downtime. Staff are administering medications, supporting residents, and relying on technology at all hours. Any system disruption could directly impact care delivery.

    Regulatory compliance was also a constant concern. As a healthcare provider working with state and federal programs, including Medicaid, Family Care, and Veterans Affairs, Bethel Home & Services needed strong cybersecurity controls to protect sensitive health information and demonstrate compliance with HIPAA and other regulations.

    “Because we work with Medicaid, the VA, and other state programs, we have to be able to demonstrate that we’re protecting people’s private health information. Locknet helps ensure we have the right systems, safeguards, and documentation in place so we can confidently meet state and federal requirements. That level of compliance and security is critical for our organization,” said Carolyn Eness, CEO and CFO, Bethel Home & Services.

  • The Solution

    After evaluating multiple providers, Bethel Home & Services chose Locknet for its local presence, depth of expertise, and structured support model. Visiting Locknet’s facility and seeing its tiered service approach gave leadership confidence that issues would be routed quickly to the right level of expertise.

    Locknet now provides fully managed IT services, cybersecurity tools, and ongoing strategic guidance. The team understands the realities of healthcare environments with maintenance and updates scheduled around care routines to minimize disruption. Server upgrades, patches, and system restarts are planned collaboratively, ensuring resident care always comes first.

    A dedicated Technical Account Manager (TAM) plays a critical role, helping Bethel Home & Services stay proactive rather than reactive. From tracking hardware lifecycles and warranties to planning upgrades and reviewing security posture, Locknet handles the complexity, so Bethel’s leadership doesn’t have to.

    “Having a dedicated Technical Account Manager at Locknet has been incredibly valuable for us. He keeps us on track, helps us plan ahead, and makes sure nothing falls through the cracks. From tracking the age of our computers and servers to reminding us about renewals and helping us plan for future needs, I don't have to worry about those details anymore. The quarterly reviews give us clear visibility into the health and security of our systems, and when new solutions are recommended, everything is explained in a way that allows us to make informed decisions. That proactive guidance allows us to focus on running our organization instead of constantly reacting to IT issues,” said Eness. 

Results & Impact

Support for Care, Compliance, and Confidence

Bethel Home & Services now operates with the assurance that its IT environment is secure, compliant, and reliably supported which frees leadership to focus on residents, staff, and mission.

  • Improved Regulatory Confidence

    Locknet’s security controls and documentation help Bethel Home & Services meet state and federal requirements, supporting contracts with Medicaid, Family Care, and VA programs while protecting private health information.

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    Reduced Cyber Insurance Costs

    With stronger cybersecurity measures in place, Bethel Home & Services saw its cyber liability insurance premium drop by nearly $1,000 annually - an immediate, tangible financial benefit.

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    Faster Issue Resolution

    Issues are addressed quickly and efficiently, with no lingering tickets. Staff experience minimal downtime, even in a complex, multi-location environment.

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    Significant Time Savings for Leadership

    From purchasing and configuring equipment to tracking assets and renewals, Locknet takes ownership of IT logistics saving leadership countless hours and eliminating stress.

“I would 100% recommend Locknet because the service is excellent, the people are extremely knowledgeable, and their customer service is outstanding. Knowing that Locknet is always there if something goes wrong gives us complete peace of mind, especially in a 24/7 healthcare environment.” 

Carolyn
CEO & CFO, Bethel Home & Services

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