The Challenge

After the merger of two large Texas-based healthcare systems, a need existed to change to one electronic medical record (EMR) system across the enterprise. The companies previously utilized different EMRs, making the sharing of patient data across the organization a  challenge.

Many physicians and/or staff from one of the merged healthcare systems consisted of private and independent practices, and thus could not receive full access to the new EMR. Because of this, a view-only, web-based application was implemented to allow independent practices to have secure access to patient data while providing the benefit of continuity of care.

Due to the considerable impact of the EMR implementation and limitation of resources, the healthcare system sought experienced assistance to manage the various workstreams – one of which included the view-only application. The organization needed to continue providing application access while updating the system and making it more efficient so that 13,000+ users could be added.

A view-only, web-based application was implemented to allow independent practices to have secure access to patient data while providing the benefit of continuity of care.

Our Approach

Sendero executed the technology enablement and change management efforts for the project, specifically managing 10+ remote project teams consisting of 35+ members and securing buy-in from the enterprise.

The existing process of adding physicians and staff to the view-only EMR application was manually intensive, involving practices sending emails/faxes with their requests, which required employees to manually verify the credentials of the practice and build out their profiles. Management of this system required a considerable amount of additional resources, and the process was hindered by human error and long turnaround times.

To eliminate the need for the manual system, Sendero managed the build out of an online Site Access Wizard—a tool that would automate the EMR user access process. Utilizing a multitude of analytics applications, Sendero created dashboards with relevant KPIs that showed stakeholders the need for this automated tool. To ensure adoption, Sendero developed marketing materials, and organized and led training sessions for Physician Liaisons and Providers to become familiar with the new, view-only application and access request process.

To eliminate the need for the manual system, Sendero managed the build out of an online Site Access Wizard—a tool that would automate the EMR user access process.

Our Results

The Site Access Wizard was successfully implemented, allowing for a near complete automation of the access request process.

  • The tool empowered physicians and practices to enroll in the EMR online and enabled the system to automatically create user profiles for them after their credentials were verified.
  • The new process required less resources and put an end to the previous procedure of receiving emails and faxes, many of which included misprints and illegible handwriting which led to numerous follow-ups and delayed turnaround times.
  • Additionally, the Site Access Wizard eliminated the need for manual data entry in Excel by capturing all information within its own internal logs, removing typos and other human error, while also providing automatically generated analytics reports.

The new turnaround time for when an EMR access request was received to when a user was able to log-in was now 5 days at most – many times as quick as 3 days. With the previous process taking as long as 25-30 days, this increased efficiency by ~83%.

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