Data visibility that drives fast action and reduce delays

Results

  • Queue Reduction: 900 open telephone encounters cut to 50, with only 10 high-priority encounters
  • Faster Triage: Providers work one of five items, not one of 50, so urgent tasks get handled first
  • Medication Safety: Failed prescriptions flagged early and fixed before patients reach the pharmacy
  • Aging Controls: 3- and 7-day triggers prompt manager review and keep workflows current
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“With KPIs at our fingertips we went from roughly 900 open telephone encounters to a firm cap of 50, with only 10 high-priority items at any time. The 3-day and 7-day triggers surface aging work fast, and failed prescriptions are caught before patients reach the pharmacy.”
– Matt Cady, Practice Administrator, Adult Medicine of Lake County

Problem

Adult Medicine of Lake Country struggled with scattered EHR interfaces and blind spots where data and efficiency were lost. There was no single graphical view of KPIs, so aging tasks and trends were hard to spot. Telephone encounters ballooned to roughly 900 open items, burying high‑priority work and making triage difficult. Failed prescriptions weren’t visible until patients reached the pharmacy, causing delays in same day care, extra phone calls, and lower patient satisfaction.

Solution

Using the eClinicalWorks Safety and Compliance Dashboard, Adult Medicine of Lake Country centralized their KPI insights tied to the EHR and eBO links, making it easy to identify and act upon trends based on their underlying data. They standardized telephone encounter workflows with hard caps of no more than 10 high-priority items and 50 total open encounters and set aging rules so anything past 3 or 7 days triggers a manager review. Providers now work one of five items instead of one of 50, and failed prescription tracking surfaces issues in real time, so they are fixed before the patient arrives.

About Practice:

Adult Medicine of Lake County was founded more than 30 years ago by Dr. Shirley A. Nagel. They deliver high-quality care to thousands of patients in a rural area north of Orlando, Florida. In addition to serving patients by appointment, Adult Medicine offers a walk-in clinic, lab, pharmacy services, stress tests, and much more.