Major Hospital Enhances Patient Care with Selfservice Upgrade

Have you ever been frustrated by complex healthcare registration processes? Major Health Partners (MHP), a leading healthcare provider in southeastern Indiana, has effectively addressed this challenge through an innovative digital transformation initiative. Since its establishment in 1924, MHP has remained committed to delivering exceptional patient care. Now, through its strategic partnership with PatientWorks, MHP has successfully implemented next-generation patient self-service solutions that significantly enhance both patient experience and operational efficiency.

Founded in 1924, Major Health Partners has built its reputation on an unwavering commitment to patient welfare, growing to become a respected healthcare provider in southeastern Indiana. However, rapid industry developments and rising patient expectations compelled MHP to pursue continuous innovation to maintain its service leadership.

A significant milestone came in 2017 when MHP moved into a new 350,000-square-foot campus. This strategic expansion not only increased service capacity but also demonstrated MHP's determination to elevate care standards. While the new facility presented opportunities, it also revealed limitations in the existing fragmented systems and data silos that hindered information flow and operational efficiency.

To address these challenges, MHP recognized the need for an enterprise-level solution that could integrate all medical information systems. After careful evaluation of available options and considering its existing technology ecosystem, MHP selected MEDITECH's Expanse platform as its new integrated Electronic Health Record (EHR) system, leveraging their longstanding partnership and MEDITECH's industry reputation.

The migration to MEDITECH 6.1.6 Web Acute and Web Ambulatory platforms (Expanse) provided MHP with more than just a system upgrade—it created an opportunity for unprecedented data sharing and system integration. The Expanse platform broke down barriers between departments and care settings, enabling seamless data exchange across physician practices, emergency departments, and inpatient environments.

During MHP's enterprise solution evaluation, the importance of patient self-service became increasingly apparent. As healthcare delivery models evolved, patients demanded more convenient and autonomous registration processes. Drawing from previous experience with NextGen and CrossChx systems, MHP recognized the potential of efficient self-service solutions to reduce front desk burdens while enhancing patient autonomy and satisfaction.

After six months of rigorous evaluation, MHP selected PatientWorks in July 2018 as its strategic partner for patient self-service solutions. PatientWorks stood out due to its leading technology in self-service kiosks and electronic form automation, particularly its seamless integration capabilities with the MEDITECH Expanse platform.

The synchronized launch with MEDITECH Expanse on July 1, 2019, represented a critical achievement. PatientWorks' solution introduced several innovative features that transformed patient check-in processes:

• Appointment Reminders: SMS notifications significantly reduced no-show rates
• Self Check-in: Patients could independently verify appointments, update insurance information, and complete electronic consent forms
• Patient Queue Management: Real-time updates improved front desk resource allocation
• Efficiency Tracking: Data-driven management optimized wait times and identified bottlenecks
• Patient Xpress Module: Enabled staff assistance for patients requiring help with electronic forms
• Location-Specific Functionality: Customized self-service features for seven distinct clinical areas

Future enhancements planned for Phase Two include self-service payment options, digital wayfinding signage, and deeper MEDITECH integration to further streamline workflows.

The collaboration between MHP and PatientWorks has yielded substantial, quantifiable improvements:

• 12,950 appointment reminder SMS messages sent in August 2019
• 36,800 electronic consent forms signed between July-August 2019
• Approximately 900 electronically signed forms transmitted daily to imaging systems
• 21,500 patients entered into queues during the two-month period
• Average of 210 daily patient self check-ins

PatientWorks CEO Larry Haworth commended MHP's implementation: "Major Health Partners undertook a complex, time-sensitive initiative. Their organized team and strong project management overcame significant data migration and system change challenges to achieve the target go-live date."

As MHP continues to expand self-service capabilities and more patients provide mobile contact information, the benefits of this digital transformation are expected to grow further. MHP's successful implementation serves as a model for healthcare organizations seeking to enhance patient experience through technological innovation while improving operational efficiency.