Tag Archives: customer profile

Customer Profile: OrthoTexas Orthopedics and Sports Medicine (NEW)

The Baseline
Across the country practices of all sizes and specialties are merging to form larger entities and serve the patients in their surrounding cities and towns. For four orthopedic practices in the greater Dallas area this happened back in January 2011. The newly merged practice was named OrthoTexas, and today is one of the largest orthopedic groups in the state. With twenty-one practicing physicians, seventeen mid-level providers and six rehab clinics, OrthoTexas sees approximately 80,000 per year. OrthoTexas proudly employs 200+ employees and offers comprehensive and compassionate orthopedic care, therapy services, access to on-site imaging services and on-site outpatient surgery.

Coincidentally, all four practices were using Centricity Practice Management when they merged back in 2011. Even though scheduling and billing workflows may have been different, it was very helpful that the staff all knew how to use Centricity Practice Management. At the time OrthoTexas selected another 3rd party EMR, but over the years realized that using disparate systems was not ideal and duplicate work was occurring in parts of the practice. In late 2017 the practice made the decision to move to a fully integrated system. OrthoTexas knew that Centricity PM was a stable product and the relationship with Quatris was good therefore the likely choice was Centricity EMR.

The Process
OrthoTexas acknowledged early on that for the implementation to be a success it was going to require that the entire practice be on board and be willing to embrace the change. Some of the implementation initiatives included creating a Core EMR Team that consisted of 3-5 users from various locations, as well as Physician EMR Champions from five different specialties. As a result of creating the teams, there was accountability and leadership was on the same page”, Rachael Daniels, Software Support Director for OrthoTexas.

Over the course of the ten-week implementation through to the live date of August 1, 2018, the OrthoTexas teams met regularly with the Quatris implementation team. It was beneficial to all in understanding the implementation time line, setting training expectations, documenting accomplishments and understanding next steps. “The implementation was very structured and detailed and we liked that because we always knew what was expected. As a result of creating the teams, there was accountability and leadership was on the same page”, Rachael Daniels, Software Support Director for OrthoTexas.

All locations and departments successfully went live on the same day. “Our EMR go-live was a non-event. We can honestly say that forty-eight hours after our go-live the office was quiet, and employees had embraced Centricity EMR”, said Daniels. The OrthoTexas teams even had a little fun with the EMR implementation and coined the hashtag #noemrtantrums, to remember the task at hand yet have a laugh.

The Result
“We are sixty days into using Centricity EMR and we are so much more efficient. It was the best thing we ever did. Physicians are finishing their notes must faster and not having to  complete charting in the evening. They often comment on how much easier it is than the previous EMR.” said Daniels.

OrthoTexas is always looking for ways to be more innovative and efficient.

Customer Profile: St. Elizabeth’s Health Center

The Baseline.

St. Elizabeth’s Health Center (SEHC) is a faith-based
community health center that supports the healthcare needs of
the uninsured and underserved individuals and families in
Southern Arizona. The Center is in Tucson, Arizona and was
founded in 1961. Over the years the Center has transformed
from a volunteer-run free clinic as a part of the Catholic
diocese, to an independent organization. Based on its
geographical location approximately 60% of the patients seen
at SEHC are Spanish speaking (all staff are bilingual), and
50% of the patients pay on a sliding fee schedule.

Because the need for medical care from infants to the elderly
in the area is essential, there are two other large Federally
Qualified Health Centers nearby. Although relatively small
compared to the other Centers, SEHC has developed a strong
presence in the area and a unique physician staffing model
that meets the needs of the community served. The physician
staffing model deploys both on-staff as well as contract and
volunteer providers that provide additional part-time primary
care and specialty care services at the lowest cost possible.

In 2017 SEHC received the PCMH Level 3 accreditation. “St.
Elizabeth’s was able to utilize our robust PCMH dashboards
and we provided step by step guidance to help them achieve
this high level of recognition”, said Patti Adams, National CHC
Director for Quatris.

The Process.

SEHC is committed to providing high quality healthcare to meet
the medical needs of the population. In an effort to better
manage the care of its patients, SEHC implemented Centricity
Practice Solution PM and EMR in 2007. It was decided early on
that they didn’t want to run disparate systems, and opted to
implement a fully integrated practice management and
electronic medical record system at one time versus stagger
the implementation. A few years later the Center added a
comprehensive UDS Dashboards tool, a dental component and
an analytics solution. All of these are complementary, fully
integrated into Centricity and come from Visualutions, our
FQHC development partner.

Over the years the Center has also actively used the Quatris
Podio resource, which is a library of documentation and
support resources (including recorded webinars) and is
available anytime online. Podio is complimentary for all
Quatris customers and a great resource.

In an ongoing effort to improve communications amongst
its patients, the Center implemented the ezAccess Patient
Portal in 2016. Although portal engagement has increased
since it was implemented a few years back, the Center
continues to promote the benefits. Since most patients and
family members have smart phones, it’s easier to
communicate versus calling or having them come into the
Center. In 2017 they had 10% of their patient base actively
using the portal, and in 2018 that has risen to 20%.

Lastly, SEHC decided to move to the Quatris cloud vs
maintaining an in-house system. Since moving to the
cloud the Center no longer needs to have an on-site IT

The Result.

For over ten years SEHC has enjoyed working with the
Quatris staff. “Quatris is easy to work with. Not only are they
friendly but the staff is responsive, knowledgeable,
understanding and always willing to share tricks and tips.
We have also benefited from using Podio so that we can
easily share information and train our staff”said Heidi
Kurgat, Director of Operations at St. Elizabeth’s.

Regarding their move to the cloud the Center had this to
say, “Since migrating to the Quatris Cloud we have been
pleased with the service and performance, and it has
enabled our resources to be reallocated to other areas”, said
Heidi Kurgat.

“We are always looking for ways to improve the services we
deliver to our patients, and the Centricity system supports
that”said Mark Schildt, MD, Chief Medical Officer at St.


Customer Profile: Mellman Medical

The Baseline.

Mellman Medical is an Internal Medicine practice serving adolescents and adults in El Segundo, California. The practice consists of one physician, Dr. Michael Mellman, and PA, Rebecca Pestle who combined have fifty years of clinical experience. Dr. Mellman has also served as a team physician for several of the LA area professional sports teams since the 1980’s. Dr. Mellman and staff have used Centricity PM and EMR since 2007.

Being a primary care practice Mellman Medical has a”healthy” population of Medicare patients, many of whom are affected by chronic care medical issues. With the introduction of Chronic Care Management (CCM) by CMS in 2015, Dr. Mellman opted to implement a CCM workflow into his practice to enhance patient care and to generate additional revenue. Payment for CCM services offers an opportunity to be compensated for the non-face-to-face work that the practice provides, to effectively manage the Medicare patients with multiple chronic conditions.

Initially the practice chose to work with a third party company that provided CCM services. Unfortunately, the patients resisted discussing their medical care with nurses and medical assistants who were unfamiliar with them and the practice, and from a revenue perspective it wasn’t cost prohibitive. On top of that the company was located on the east coast and calls to patients sometimes occurred outside of “office hours”.

Because of this Dr. Mellman decided to bring the CCM effort in house, and create the necessary forms in Centricity EMR. Initially the custom forms and content allowed the staff to integrate CCM into their daily workflow, but the practice struggled to meet the billing requirements (minimum 20minute calls) and they didn’t feel they were enhancing the healthcare provider-patient relationship. Mellman Medical wanted a comprehensive and interactive solution that documents and helps manage the patients’ chronic illnesses, captures data, records events and billing in Centricity EMR.

The Process.

Ultimately, Dr. Mellman chose to co-develop an iPhone/ iPad app (now called called MedVu) that would allow patients to interact with the practice, provide test results, and advise the practice of patient issues. While using MedVu app the patient is prompted to answer questions consistent with monitoring their chronic problems. The information gathered is then transmitted into Centricity EMR and results are reported and evaluated by the practice. All irregular responses, unexpected responses, abnormal responses are then flagged and escalated to the provider for further action and instructions.

The Result.

Mellman Medical can now proactively work with patients to validate the severity of their symptoms, and recommend action prior to further deterioration of the illness or undesired event.

Patient activities are documented, consolidated and billed accordingly at the end of the month. “The success of implementing a team-based CCM process has exceeded our expectations in many ways: there is fully documented interaction with patients to substantiate, satisfy, and exceed all billing requirements, and CCM is now a revenue producing line of business established and recurring within the practice”said Dr. Mellman. The clinical staff is also focused on quality and capturing the MACRA data is captured outside of regular office visits.

“The patient and provider experience is much more satisfying, important and meaningful, which is what every patient and provider desires. The patient and staff acceptance has been very positive and we have introduced the MedVu app to non-CCM patients with the same practice healthcare efficiency goals as with the CCM patients. We are thrilled to see it unifying and enhancing the patient care workflow throughout the practice”said Dr. Mellman.

Customer Profile: Ko’olauloa Health Center

The Baseline.

Ko’olauloa Health Center (KHC), a Federally Qualified Health Center (FQHC) opened in 2003 and is a highly-regarded comprehensive community health center serving the east and north shore communities of O’ahu, Hawaii. KHC operates in three locations, one of which is a school-based health center which opened in 2013, and one of only a few in the area serving students, parents and faculty.

KHC has been fulfilling its mission of “Improving the quality of life for all – IMUA!”. They do so by providing high quality, culturally responsive, and consumer driven medical, dental, behavioral health, and ancillary services regardless of ability to pay and on a sliding discount. The surrounding community is disproportionately affected by poor socioeconomic and health indicators. The KHC service structure is designed to eliminate barriers, improve outcomes, and enhance the quality of life for the Ko’olauloa service area.

Several years back the Center experienced internal business and IT challenges ranging from a lack of Community Health clinical content, staff training and documentation and to top it off, a less than optimal IT area infrastructure based on the rural area where they are located on the island. At the time KHC knew there were other Centricity CHCs on the Island that were happy and decided to look at Quatris because of their depth of experience in Community Health.

The Process.

KHC implemented Centricity Practice Management and EMR in 2012. The Center also added several CHC specific components to help them manage the unique requirements of a CHC. Implementing the ezAccess patient portal has also been helpful and KHC can now send appointment text reminders and announcements to their patients.

Because of the unreliable Internet they also opted to host the Centricity software via the Quatris hosting center. KHC can now enjoy the benefits of Centricity without having to install, configure or maintain their own database. “It’s refreshing to work with Quatris. The support we’ve received from the staff over the years has been valuable and greatly appreciated. Quatris just feels like family.” said Bella Gary, Chief Operating Officer at KHC.

The Result.

KHC is more self sufficient because of the tools available to them and the support they receive from Quatris. KHC has been fortunate to add new providers over the last several years enabling them to increase the service offerings for the members of their community. Additional service offerings include substance abuse counseling, dental enhancements, evening hours, and additional screening services for pre-diabetes and tobacco treatment.

“It’s because of the relationship we have built with Quatris that we are in a much better place” said Gary, Chief Operating Officer at KHC.

Customer Profile: Genesee Medical Group

The Baseline.

Genesee Medical Group (GMG) is a well-established practice serving the San Diego area since 1984. The healthcare market in the metro San Diego area is extremely competitive, much like it is in many cities across the country. Consolidation amongst the area hospitals as well as the medical practice community continues to grow and evolve.

GMG knew early on that they wanted to remain independent. To do so they realized they needed to offer services and solutions similar to that of the larger groups. They also needed to “act” like the bigger practices, and implement the services and solutions that enable them to run more efficiently, both within the practice as well as patient-facing. But one thing they didn’t want to change was the level of quality care and the personable service that they have been known for.

The Process.

The foundation for all GMGs technologies started with Centricity PM/EMR, which they implemented in 2005 and 2009. From day one GMG also decided that hosting (aka cloud computing) was going to be more cost effective than housing their own hardware.

In the ongoing effort to provide the highest level of care, and remain profitable, GMG identified the services and solutions that were best suited for their practice and would help streamline the processes throughout the office. One of the first technologies implemented was a Lab interface with Centricity, saving staff time.

The next was Phreesia. “The physicians at GMG have always been ahead of the technology curve and willing to be early adopters. We decided to implement the Phreesia patient engagement solution early on and has since grown considerably. Our patients use it to do self-check-in, remit payments and our back-office uses it to collect signatures” said Alex Rader, Practice Manager.

GMG also implemented a patient portal and have over 50% of their patient base using it. Other services and solutions include a Liaison Lab interface for enhanced results, and an appointment request service called Zocdoc.

The Result.

Because GMG is forward thinking, willing to implement new technologies and interfaces and constantly assessing and improving workflow and processes they have been able to add additional office hours for their patients, opening earlier in the morning and staying  later in the evening, as well as adding Saturday hours. “We are committed to taking full advantage of the technology available to us. As a result, we realized we had the ability to offer extended office hours, which in turn grew our patient based and increased revenue”says Rader.

The additional annualized patient hours increased revenue by over $600,000 and on top of that they were even able to reduce head count by one. “Our business has expanded and we have been able to handle the expansion because of better workflows. Overall, we just come across as being much bigger than we actually are” says Rader.

Finally, GMG is active in the yearly Centricity Healthcare Users Group conferences. They are a great way to make the most of your Centricity investment by attending classes on advanced topics and networking with fellow Centricity users from around the county.

Customer Profile: Ortho NorthEast

Whether it be declining reimbursement rates, regulatory hurdles, recent merger and acquisition activity, or the impending shift from fee for service to pay for performance, industry change is putting tremendous operational and financial performance pressure on ambulatory practices. In this transitional period of healthcare, the ability to remain an independent practice seems to be directly related to the ability to adapt and to drive profitability.

This case study analyzes how a successful orthopedic practice leveraged their EMR and PM software (Centricity Practice Solution) to drive productivity through their practice.

Louisville Orthopaedic Clinic

Customer Profile: Louisville Orthopaedic Clinic

The Baseline.

Louisville Orthopaedic Clinic (LOC) opened in 1974 with three orthopedic surgeons and has continued to grow ever since. In addition to offering the latest technological advances in orthopedic care, they are also dedicated to providing education and treatment to the community, including serving as team physicians for several of the area high schools.

Providing a positive experience from both a clinical and personal standpoint, and helping patients make informed, confident decisions about their health is very important to LOC. Their emphasis on providing orthopedic care with a personal touch is, unlike the large, more “corporate”orthopedic centers.

Early on LOC realized that a necessary component to their day-to-day operations meant partnering with a solid technology company that could grow with them.

The Process.

LOC implemented Centricity Practice Management in 2000 and later added Centricity EMR in 2011. Although they looked at many systems, “Quatris (fka Alliance) was the only one that listened to our needs and spoke the language. We knew they were the right long term partner for us”, said Peg Nixon, Business Office and Health Information Manager for LOC.

As a forward thinking practice LOC also committed to participating in the Meaningful Use program. At the time there were no other practices in the area participating in Meaningful Use, and therefore there were no peer medical practices to turn to for help. LOC relied on Quatris to guide and help them along the way, and has continued to do so as they transition to the MIPS program. “It’s been a great relationship. Quatris is the partner we turn to for help, they help us do our jobs better”, said Nixon.

The Result.

“Quatris has been great resource for us and GE’s Centricity Practice Solution is a great product for capturing the data needed to successfully attest” said Nixon. LOC has successfully attested for the last five years and received all incentives for all of their physicians.