Bringing Order to Behavioral Health Intake

In healthcare, as in life, there is often a gap between theory and practice. Every practice, for example, has standardized procedures for patient intake. From registration and check-in to updating insurance and demographics, each visit is supposed to follow a script.

Reality, of course, is very different. Patients may not have insurance. They may not show up for their appointments. And for providers of behavioral and mental health, the usual challenges are often compounded by patients who are in crisis.

Mental Health Cooperative (MHC), which has been serving the Nashville, Tennessee area since 1993, faced exactly that problem — how to manage the sometimes chaotic process of behavioral health intake.

The eClinicalWorks Difference

Before implementing the integrated Behavioral Health module from eClinicalWorks, MHC struggled with time-consuming patient registration, tracking medication administration, and accurately transferring each patient’s health history.

The lack of a centralized system hindered the practice’s ability to provide timely and coordinated care, especially during critical situations such as drug overdoses or psychotic episodes.

The introduction of the eClinicalWorks Behavioral Health platform brought greater efficiency, making all patient details easily accessible to staff, from health histories and demographic information to insurance coverage, room assignments, and information on medications and treatment plans.

“So, instead of having to add all of those additional resources and notes, we’re able to easily import all the stuff from the past right into this current episode of care,” said Megan Isham, Senior Clinical System Manager, Mental Health Cooperative. “That has been a game changer for us.”

New Tools for New Challenges

A 2024 study from the American Psychological Association highlighted several key challenges facing mental health providers, including “longer waitlists, patients with increasingly severe symptoms, increases in treatment course length, and a sense that they are unable to meet the demand for treatment.”

Such challenges are faced by many healthcare providers, whether they focus on physical health, mental and behavioral health, or both. The severe tests posed by the COVID-19 pandemic led to some welcome changes, notably the widespread adoption of telehealth, which has helped increase access for patients who may be unable or unwilling to come to the office for an appointment.

Advances in technology are also a major factor helping today’s providers meet the often complex needs of their patients.

At MHC, the eClinicalWorks Behavioral Health module has made patient registration fast and simple, allowing staff to log patients and quickly assign rooms. Integration with MHC’s existing Pyxis® system automated the transfer of home medications for returning patients, eliminating manual data entry and reducing errors. And the real-time census list offered a comprehensive overview of all admitted patients, enabling nurses to efficiently administer medications and focus on patient care.

Embracing a Healthcare IT Partner

Over its 30-plus years, MHC has expanded its services to include children and youth, emphasizing a holistic, multidisciplinary approach to care that is tailored to the complex needs of individuals living with severe behavioral health conditions.

Without a true healthcare IT partner, MHC would struggle to fulfil its mission of helping patients live meaningful, quality lives in the community. With a centralized system in place, the team at MHC can now focus on what truly matters — providing compassionate care to those who need it most.

The results of implementing the eClinicalWorks Behavioral Health integrated solution spoke for themselves:

• Centralized access to all patient information, including room and bed assignments
• Faster and more efficient patient registration and intake process
• Automatic transfer of medication history for returning patients
• Enhanced ability to track and manage patient care in real time

“Our wishes have been met,” Isham said. “eClinicalWorks comes through.”

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