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Case Study

Training

Empowering a Small Healthcare Provider Through Effective EHR Workflow Training

Empowering-a-Small-Healthcare-Provider-Through-Effective-EHR-Workflow-Training.jpg
Background and Challenges

A small healthcare provider—hereafter referred to as “Meadowbrook Health”—serves a tight-knit patient population in a suburban region. Offering primary care and select specialty services, the clinic thrives on delivering personalized attention to its patients. In an effort to modernize operations, Meadowbrook Health invested in a well-regarded electronic health record (EHR) system. Yet, the transition from paper charts and traditional processes to the new digital platform proved more challenging than anticipated.

From the outset, staff members felt overwhelmed by the EHR’s complexities. Front-desk personnel struggled with intake forms that didn’t match their existing workflows, while nurses and medical assistants had trouble locating relevant patient information efficiently. Providers themselves found it cumbersome to navigate patient charts, document encounters, and manage billing codes within the system. Productivity dipped as staff spent extra time trying to troubleshoot EHR-related issues—time that should have been spent caring for patients.

Recognizing that these difficulties went beyond mere “growing pains,” Meadowbrook Health’s leadership engaged 1ConsultingSolution to assess the clinic’s workflows, identify bottlenecks, and design a comprehensive training program. The goal was clear: help every staff member—from receptionists to physicians—use the EHR effectively and consistently so that the clinic could deliver high-quality care with minimal administrative hassle.

 

 

 

Challenges: Where EHR Use Fell Short

  1. Fragmented Workflows
    Meadowbrook Health had grown organically over time, with each department developing its own unique set of procedures. When the EHR was introduced, these varied methods did not align neatly with the system’s default settings. Instead of a streamlined digital process, staff faced a jumble of steps that often required manual workarounds.

  2. Knowledge Gaps
    Although the EHR vendor provided a basic overview and reference materials, no tailored training existed to show how the software could fit Meadowbrook Health’s specific needs. Staff members developed ad hoc ways to complete daily tasks—leading to inconsistent data entry, duplicated records, and billing oversights.

  3. Limited IT Resources
    As a small provider, Meadowbrook Health did not have the internal IT infrastructure of larger hospital systems. The clinic’s designated “EHR champion” wore multiple hats, leaving limited time for troubleshooting and process optimization. This exacerbated staff frustration, as many questions went unanswered.

  4. Resistance to Change
    Some clinicians who had practiced medicine for decades were hesitant to fully embrace digital charts, even though they recognized the potential benefits. Without a clear roadmap on how the EHR could simplify daily routines, many defaulted to old habits, prolonging the transition period.

 

 

 

1ConsultingSolution’s Approach

1ConsultingSolution began its engagement by conducting a thorough on-site assessment of how Meadowbrook Health staff actually performed their tasks. Rather than relying solely on system logs or vendor manuals, the team shadowed medical assistants, receptionists, nurses, and physicians. This “real-world” perspective helped identify where each workflow intersected (or clashed) with the EHR.

 

Workflow Modeling and Gap Analysis

  • Mapping Current Processes: Every step—from patient check-in to clinical documentation, lab result tracking, and billing—was mapped in detail. Inconsistencies and inefficiencies quickly surfaced.

  • Identifying EHR Functionality: 1ConsultingSolution matched each step of the workflow map with existing EHR features, noting where a built-in function could replace a manual workaround.

Designing a Training Curriculum

Armed with this granular understanding, 1ConsultingSolution crafted a curriculum targeted to the unique needs of each role within the clinic. Key components included:

  • Role-Based Modules: Separate tracks were created for front-desk staff, clinical support staff, and providers. Each track focused on the specific tasks those roles performed in the EHR—such as scheduling, triaging, documenting encounters, or generating billing codes.

  • Hands-On Exercises: Recognizing that adult learners benefit from experiential practice, the curriculum emphasized live demonstrations and hands-on sessions. Staff practiced completing entire patient workflows in a test environment, which mirrored real-life scenarios.

  • Job Aids and Quick Reference Guides: After each workshop, attendees received concise tip sheets—illustrated with screenshots—that reinforced the steps necessary to complete common tasks.

 

 

 

Implementation and Rollout

1ConsultingSolution opted for a phased rollout over the course of six weeks, ensuring minimal disruption to daily patient care:

  1. Pilot Group Training
    A pilot group—comprising a cross-section of roles—participated in the first training sessions. This allowed 1ConsultingSolution to gather immediate feedback, refine materials, and anticipate questions that might arise in larger sessions.

  2. Department-Specific Sessions
    Following the pilot, each department went through a dedicated session. Morning or afternoon blocks were scheduled to accommodate patient-care demands, ensuring sufficient coverage at the clinic while staff rotated through training.

  3. Post-Training Support
    After each session, participants were encouraged to practice new workflows in a sandbox environment. An on-site 1ConsultingSolution consultant was available for “office hours” to address real-time questions that came up when staff returned to their daily routines.

  4. Manager Check-Ins
    Department managers convened weekly to share progress updates and discuss any persisting issues. These meetings fostered accountability, reinforcing the importance of consistent EHR use across all roles.

 

 

 

Results and Impact

Within three months of the training program’s conclusion, Meadowbrook Health observed several tangible improvements:

  1. Increased Efficiency
    Staff no longer had to juggle paper forms and digital entries. Comprehensive digital workflows reduced administrative tasks by 25%, freeing up time to focus on patient care.

  2. Higher Data Accuracy
    Clear guidelines for patient registration, documentation, and billing ensured consistent data entry. Duplicate patient records dropped noticeably, and claims denials due to coding errors decreased by 15%.

  3. Enhanced Staff Confidence
    Through hands-on practice, staff members became more comfortable with the EHR’s interface and capabilities. Internal surveys showed a 40% boost in perceived proficiency and confidence among the clinic’s staff.

  4. Improved Patient Experience
    Shorter wait times, clearer instructions, and faster retrieval of medical records contributed to a more positive patient experience overall. Patient satisfaction metrics rose, and unsolicited feedback highlighted the clinic’s “organized” and “tech-savvy” approach.

 

 

 

Sustaining Success

To ensure the training’s impact endured, 1ConsultingSolution helped Meadowbrook Health establish an ongoing support structure. This included designating “EHR champions” within each department, formalizing monthly refresher micro-sessions, and integrating EHR best practices into new-hire onboarding. Additionally, the consulting team created a digital knowledge base where staff could reference updated protocols and tip sheets as the system evolved.

 

 

 

Conclusion

By thoroughly modeling Meadowbrook Health’s existing workflows and tailoring a training program to the clinic’s specific needs, 1ConsultingSolution empowered staff to harness the full potential of their EHR. The result was a streamlined, efficient practice where team members felt confident and patients benefited from more coordinated, attentive care. For small healthcare providers looking to optimize their use of digital tools, this case study underscores the value of a customized, role-focused approach that aligns technology with the realities of day-to-day patient services.

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