Ozarks Healthcare (West Plains, MO) was recently awarded two KLAS Arch Collaborative EHR Experience Breakthrough awards for physician and nurse EHR satisfaction improvements, during the organization’s annual learning summit. These new awards recognize participants who have improved their net EHR experience by 15 points or more between survey measurements. Ozarks was one of just 14 organizations to earn the distinction in both categories.
Ozarks first surveyed with the Arch Collaborative in 2019, where they established their baseline data. Upon following the Arch Collaborative guidebook to optimize around best practices and implementing MEDITECH’s newest Expanse EHR, they repeated the survey in 2021 to some impressive results. Their net EHR Experience score for providers rose significantly to 47.5, an improvement of over 48 points. Their nurse satisfaction score also considerably improved, rising 24 points to 44.6.
“We’re a 114-bed rural hospital,” said Ozarks Healthcare Executive Director of IT EZ Niles. “These results show that it doesn't matter your organization's size or budget. If you follow the guidelines, look at the data, and listen, you can make a difference.”
While the award focused on initial improvements from 2019 to 2021, Ozarks Healthcare repeated its success when surveyed in 2024, growing its net EHR satisfaction for physicians another five points to 53.6 points. Today, when looking at physician responses, they sit in the 100th percentile across organizations of similar size for seven of the 10 categories measured around EHR Support Metrics (including “Have a voice,” “Changes Well Communicated,” “IT Improving EHR,” etc.) and in the 80th, 92nd, and 96th percentiles in the three other categories.
“I wasn’t expecting this level of improvement from measurement to measurement,” explained Dr. Priscilla Frase, CMIO at Ozarks Healthcare. “I didn’t think an organization like ours could ever be in the 100th percentile. It speaks to our IT team's commitment, passion, and innovation for doing everything possible to make life easier for our staff. I also can’t thank KLAS enough for helping us improve the lives of our physicians and our patients.”
While much of their first survey plans focused on capturing more data and EHR enhancements impacting revenue, recent projects have focused on improving clinician workflow and satisfaction. Three strategic projects Dr. Frase has helped drive include the deployment of IMO Core for problem list management, Zynx Health ambulatory order set content, and a trial of Nuance’s DAX Co-pilot for ambient listening. These initiatives have had the most significant impact on recent improvements in physician satisfaction.
“You can’t underestimate the importance of having a CMIO role, especially one led by a practicing physician like Dr. Frase,” explains Niles. “The passion she brings creates a trusting bridge between executives, physicians, and IT.”
Dr. Frase’s efforts earned her a keynote speaker role at this year’s Arch Collaborative Learning Summit and recognition as a 2024 HIMSS Changemaker of the Year.
“Providers and nurses just want to be heard,” she explains. “I want all of our providers to feel like they have a voice. That’s what means the most to me. When we all work harmoniously toward a common goal, there is nothing we can’t achieve.”
Dr. Frase will present her KLAS Arch Collaborative findings at this year’s MEDITECH LIVE leadership event, which will be held September 25-27 at MEDITECH’s Foxborough, MA Conference Center.
