Provider Notes

Revolutionizing the way providers tell a patient’s story

Company

Healthland/CPSI (now TruBridge) - an electronic medical record company

Role

Analyst and UX Designer

The Challenge

Providers face complex issues while they document each patient visit. This is one of the most vital features of the electronic medical record (EMR) for physicians.

The biggest challenges are:

  • 25+ patient information (things like Reason for Visit, Allergies, Lab Results, etc.) have to be physically looked up and copied and pasted or typed manually into the note editor by the provider

  • Security and HIPAA

The Research

Breaking new ground, we championed the creation of UX research, including user groups, which allowed us to have a very dedicated but diverse group of people and roles assist us with our study.

Methods used:

  • Conducted surveys, interviews, and usability testing

  • Mapped the Patient Health Journey and Provider Workflows

  • Conducted weekly end-user meetings with external physicians and clinicians

  • Bi-weekly internal subject matter expert user group meetings

  • Surveyed and interviewed individual contributors, including providers, clinicians, back office staff, and patients

  • Gathered qualitative data to drive interactions

  • Presented findings company-wide, advocating for user-centered design

Through design thinking exercises, in-depth systems thinking, and user research, we identified that the existing provider documentation feature required a complete overhaul.

The Findings
Workflow chart of providers, patients and clinicians and office staff

from 25+ pages to 1 provider user experience

from 25+ pages to 1 provider user experience

The Impact

Customer Impact

We brought a provider’s patient visit documentation workflow that was previously 25+ screens down to ONE screen.

A few of the significant insights we found after the implementation of Notes at customer sites include:

  • 97% of providers who upgraded to the new release adopted the new Notes functionality

  • 45-60 minutes per day on average of saved documentation time

  • Users unanimously praised the new Notes application for:

    • the ability to see more patients per day (equalling more cash flow)

    • the ability to concisely tell the patient’s story with the timeline, content, and facts needed

    • the ability to get home to see their families earlier

    • removing feelings of frustration and overwhelm with the computer and its software

Business Impact

A few of the significant impacts on our business after the successful launch of Notes included:

  • Customer Satisfaction, as shown by NPS scores, improved drastically

  • Being purchased was a primary goal of the executive team and investors, which was accomplished primarily due to the functionality of Provider Notes

  • Major increase in Customer Retention and return customers who had left previously

  • Additional line of cash flow as Provider Notes was an upcharge

  • High Fidelity Mockup of a Create Note Panel for providers to type in and format how they'd like to tell a patient's story of their visit.

    Create Note

  • Mockup of a Draft Note accessed from the Note List Panel.

    Draft Note

  • A mockup of the Note List where all a patient's notes live, are edited and reviewed.

    Note List

  • High Fidelity Mockup of a Create Template Panel for providers to make more efficient documentation tools.

    Template Library

  • A mockup of the library where all Note Templates are created and managed from.

    Create Template

A screenshot of a digital medical note application interface showing a "Create Note" section on the left and a "Note List" on the right. The "Create Note" section includes fields for date, note type, and a template for patient information and observations. The "Note List" displays a table of various medical notes with columns for visit number, note type, and dates."

What people are saying…

  • "She immediately exceeded my expectations in the role. She proved to be a very quick study, dedicated and a "Go to" person right away on the team. She was a critical member of the Clinical development team that successfully completed the physician documentation project for our EHR product. This was the number one priority for the company and was a very complex project to complete. She excelled in defining the requirements and helping lead the team despite her being new to the BA role, intense pressure and tight deadlines. I highly recommend Lindsay for any role that she pursues."

    Rick Evenson, Development Manager

  • “Working with Lindsay on the Notes application is what ignited the launch of my career as a web developer. Her deep understanding of the product requirements and design specifications are unmatched with any coworker I have ever had over the past 10 years. If I could take her with me to every company, I would. Her talent is only outshined by her personality and drive.”

    Jeff Dillon, Senior Software Developer

  • "Lindsay started as an associate consultant who soon became a Rockstar. She quickly learned our new clinical software applications and started to help our clients comfortably move from our legacy platform to the new system. Lindsay was a team member on several of my implementation projects serving as a clinic SME consistently delivering on time and of quality. My clients were going through a difficult transition and trying to attest for meaningful use stage 1 made the implementation challenging. Lindsay handled her interactions in a professional manner and received positive feedback for her follow up and can-do attitude. Any organization would be fortunate to have Lindsay on their team."

    Roger Lee, Head of Solutions

  • "The computer should work for the provider. Not the other way around."

    - Katy, Clinical Product Manager

  • "The new Notes feature is going to change everything."

    - Chief Medical Officer, external client site

  • "My providers are going to LOVE this."

    - Karen, Charge Nurse

  • "I want to be able to tell a patient's story in the way I want to do it. Prior to Notes, I couldn't imagine our customers doing that. But now, it's simple."

    Dr. Louks, Medical Director