United Regional Health Care System

Rapid EHR Optimization and Operational Enhancement


ECG assisted United Regional Physician Group with rapid optimization of its NexGen EHR system to provide quick wins and long-term results.

the challenge

This 30-provider multispecialty group is affiliated with United Regional Health Care System, has been named a Top 100 Hospital award winner by Truven Health Analytics for two consecutive years, and provides primary and specialty care throughout the system’s service area. The rapidly expanding group, which tripled in size in 2 years, initially partnered with ECG to evaluate its revenue cycle. Key findings from that engagement identified underperformance and dissatisfaction with the practice management system and EHR, which was further exacerbated by experienced turnover in the IT support team.

the process

ECG was engaged to complete a rapid EHR optimization project to achieve near-term results and position the group for long-term enhancement and sustainability in its adoption of NextGen Healthcare Information Systems, LLC’s EHR. The group’s goals were to ensure a high degree of user satisfaction and enhance operational efficiencies and the revenue cycle process. ECG used a two-phased approach to establish measurable organizational goals for system optimization and develop an action plan with immediate, short-term (6-month), and long-term activities; and then complete the immediate activities for the group to secure quick wins.

the outcome

United Regional engaged ECG to manage and execute EHR optimization activities for four months to ensure that the group was on track to realize its long-term objectives. ECG also recommended a staffing and support structure for the group to help it sustain momentum post engagement. The group now has a fully staffed and well-functioning ambulatory IT team and continues to benefit from the governance mechanisms ECG recommended to manage and maintain the system. United Regional achieved several other notable milestones during and soon after optimization: collections increased 33.7%, days is accounts receivable dropped 23.9%, the net collection rate jumped 10%, and Meaningful Use incentive dollars were collected for the first time.