Corporate Device Management & Security Infrastructure
At Luminos Hospice, we maintain a comprehensive technology ecosystem designed to support our care teams while ensuring the highest standards of data security and HIPAA compliance. Our approach balances accessibility with rigorous protection protocols.
Business-Grade Laptops
Lenovo laptops are equipped with robust security features, including full disk encryption via BitLocker to protect all data at rest, safeguarding sensitive patient information against unauthorized access in the event of device loss or theft. They feature advanced EDR (Endpoint Detection and Response) and MDR (Managed Detection and Response) agents that work in concert to provide real-time threat detection, automated incident response, and continuous monitoring for suspicious activities. This proactive approach ensures immediate identification and neutralization of cyber threats. Furthermore, all units integrate biometric authentication, such as fingerprint readers, for secure and convenient login, significantly enhancing user authentication while preventing unauthorized access to the device and its contents. These features collectively ensure a highly secure, compliant, and user-friendly computing environment essential for sensitive healthcare operations.
Secure Tablets
Empowering our care teams with secure, highly functional Apple iPads is paramount. These devices are meticulously managed and protected via Jamf Pro, providing centralized control and immediate remote wipe capabilities should a device ever be lost or misplaced, thus rigorously safeguarding all sensitive company data. This robust management ensures your team accesses only the essential apps and resources, streamlined for efficiency. Furthermore, leveraging Microsoft 365 F3 licensing, our iPads feature hardened access controls, including enforced Multi-Factor Authentication (MFA), stringent conditional access policies, and regulated mobile app usage. This strategic integration ensures our frontline employees remain productive without ever compromising data integrity. An additional layer of defense comes from Defender for Office 365, which proactively scans all email and shared files, neutralizing malicious links, phishing attempts, and unsafe attachments before they can impact operations. Together, these comprehensive controls transform iPads into indispensable, safe tools for our on-site workers, field technicians, and mobile staff who depend on quick, touch-based workflows to deliver exceptional care.
Corporate Smartphones
Empowering our mobile healthcare professionals, Apple iPhones at Luminos Hospice are meticulously managed and protected through Jamf Pro. This robust platform provides comprehensive oversight, ensuring optimal device health, consistent OS versioning, and unwavering compliance status. Critical remote wipe capabilities are always at hand, rigorously safeguarding sensitive company data against loss or theft. Furthermore, leveraging Microsoft 365 F3 licensing, these corporate smartphones deliver enhanced identity protection and secure communication channels, seamlessly integrating essential tools like Microsoft Teams, Outlook, and OneDrive to keep our care teams connected and productive, wherever their vital work takes them.
With Defender for Office 365 continuously monitoring email flow, links, and attachments, iPhones receive advanced protection against mobile-targeted phishing and business email compromise—two of the most common smartphone attack vectors. Enforced passcode policies, encrypted storage, and lost-device remediation ensure that even if an iPhone goes missing, your business-critical communications stay protected.
Multi-Layered Security Protocols
Access Control
  • Role-based access permissions limiting data exposure
  • Multi-factor authentication required for all system access
  • Biometric login options for enhanced security
Data Protection
  • AES-256 encryption for data at rest and in transit
  • Virtual private network (VPN) required for remote access
  • Real-time threat monitoring and intrusion detection
Compliance Framework
  • Annual HIPAA compliance training for all staff
  • Incident response protocols with 24-hour breach notification
  • Business associate agreements with all technology vendors
IT Team Structure & Technical Support Excellence
Our information technology infrastructure is supported by a dedicated team of specialists who ensure 99.9% system uptime and provide responsive, compassionate support to clinical staff focused on patient care. This strategic investment in IT capabilities drives operational efficiency and enables our caregivers to focus on what matters most.
Madison Bush Couch - Internal IT Liaison
Serves as the vital bridge between DefenTec (our Managed Security Service Provider) and Luminos Hospice's executive leadership. Responsible for coordinating external support with internal stakeholders and managing approval requests for non-pre-approved IT initiatives.
DefenTec (Managed Security Service Provider)
Our external partner handling all technical support requests via email, text, or phone. DefenTec provides comprehensive IT support and security services, routing non-pre-approved requests to Madison for leadership review and approval.
Comprehensive Support Structure
01
Multi-Channel Access
Staff can reach DefenTec IT support via email, text, or phone. Priority routing ensures clinical emergencies receive immediate attention, directly handled by service desk (DefenTec)
02
Tiered Response Protocol
DefenTec categorizes issues by urgency: Critical issues receive a first response within 30 minutes (patient care impact), High priority within 4 hours, Medium priority within 8 hours, and Low priority requests within 1 day. Non-pre-approved requests are escalated to Madison Bush Couch for leadership review and approval.
03
Proactive Monitoring
DefenTec's automated systems continuously monitor network performance, server health, and application stability. Potential issues are identified and resolved proactively, minimizing impact on staff productivity and patient care.
04
Continuous Improvement
DefenTec conducts regular reviews of support tickets, identifying trends and opportunities for system enhancements. Madison Bush Couch facilitates quarterly feedback sessions with clinical staff to drive user experience improvements and technology adoption with our MSSP.
99.9%
System Uptime
Reliable infrastructure supporting uninterrupted patient care, managed by DefenTec
<15min
Response Time
Average time DefenTec takes to address critical support requests
24/7
Availability
Round-the-clock technical support for clinical teams from DefenTec
95%
First-Call Resolution
Issues resolved by DefenTec without escalation or callbacks

Investment in Excellence: Our IT infrastructure represents a strategic competitive advantage. By maintaining robust security, reliable systems, and responsive support through our partnership with DefenTec and internal coordination by Madison, we enable clinical staff to deliver exceptional hospice care without technology barriers. This commitment to operational excellence drives both patient satisfaction and staff retention.
* We are currently in the process of migrating from Google Workspace to Microsoft 365. Full service offering is on the Microsoft tenant.