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Case Study | Beaufort Memorial Hospital | South Carolina

 * 197-bed system

 * 100+ providers

 * Serving the Lowcounty region of South Carolina

Challenges

 * Varying electronic health records systems at different locations
 * Inefficient, paper-intense processes for providers and staff
 * Difficult to effectively engage patients
 * Not able to keep up with value-based care requirements
 * Limited insight into financial and clinical performance

Solutions

 * athenaOne®

Results

 * Real-time reporting on performance metrics
 * Holistic view of each patient across the organization
 * Integrated technology and support services sustain growth
 * Streamlined administrative and clinical workflows
 * Successful participation in valuebased care initiatives
 * 30% increase in full patient registration rate, leading to overall patient
   panel portal adoption rate of 40%

Soon after Christopher Ketchie started his job as Vice President of Physician
Services at Beaufort Hospital, he realized the organization would need to
address its poorly performing, patchwork healthcare IT. “We had one EHR in
three-quarters of our practices, and a different system for our large
multi-specialty group. They didn’t integrate,” said Ketchie. “We had no patient
portals. There was a lot of paper. It was a nightmare. It was hard to track
anything or understand our business.”


MAKING CHANGES BASED ON EXPERIENCE, INSIGHTS

Ketchie previously worked with Beaufort’s President and Chief Executive Officer
Russell Baxley at another hospital system that was partnered with athenahealth.
They knew athenaOne, a cloud-based suite of EHR, revenue cycle management, and
patient engagement services was their preferred option, but asked Beaufort’s
providers for their opinion. “Nine out of ten physicians said, ‘athena all the
way,’” said Ketchie. “So we knew athenaOne was the right choice for us. After
implementation, the response has been strongly positive from our physicians.
Even the ones who were hesitant about switching EHRs are now the most compelling
advocates for athenahealth’s solutions.”

Ketchie and Baxley appreciate several key features about athenaOne. First was
the fact that Beaufort is part of a constantly updated, national network.
“Having access to knowledge and best practices from thousands of other
organizations on the network keeps us efficient and informed,” said Ketchie. “At
the same time, we have the ability to customize to our providers and practices.
That combination makes athena extremely valuable to us.”

The team also feels that athenaOne is especially easy to use. “athena feels very
intuitive to me, and to most of the people that use it, whatever their role,”
said Ketchie. For example, new physicians at Beaufort can be rapidly onboarded
with athenaClinicals, athenahealth’s electronic health records service. Ketchie
said that physicians are impressed with how athenaClinicals makes their lives
easier with accelerators and other workflow efficiencies. “I compare athena to
Apple products,” said Ketchie. “You don’t need an instructional booklet for your
iPhone.”


FLEXIBLE, INTEGRATED SOLUTION PROVIDES VISIBILITY AND IS KEY TO GROWTH

Beaufort Memorial serves a diverse and rural population — but in a region of
South Carolina that is rapidly growing. The hospital recently opened a facility
to bring internal medicine and specialized care to local residents who
previously had to drive upwards of an hour to access services. One challenge is
ensuring access to care, so the system prioritizes patient engagement and
expands services where they can. “We are aggressively innovative when it comes
to serving our patients,” said Ketchie. “athena has been able to flex with us as
we create new departments and services.”

The new clinic became a vaccine site as soon as COVID-19 vaccines became
available. With the help of athenahealth and its integrated Marketplace
partners, the team created a zero-contact patient intake as well as automated
text and phone call appointment reminders. Ketchie credits athenahealth’s
scheduling capabilities to keep the clinic running smoothly and in sync with
other locations in the hospital’s network. “athena’s patient scheduling is
flexible and easy to use. No matter how patients came to us for a vaccine,
whether through a phone call, the patient portal, or another clinical setting,
we could incorporate them into a single system,” said Ketchie.

The vaccine rollout came with challenges, however, and Ketchie found his team
pivoting when supplies weren’t ready. athenahealth provides near-real-time
visibility into metrics at the organizational, location, and departmental level,
which allowed Beaufort to quickly identify and act on opportunities to optimize
and make decisions. “Having athena has helped us forecast what our schedules
might look like a number of weeks out,” he said. “We relied on their platform to
estimate capacity, help us manage what stock we needed to have on hand, and keep
our throughput efficient.”

Big picture, Ketchie and the leadership team believe that transparency into
their operations is a key to ongoing improvement and growth. “athena gives us
the ability to see what’s going on across the organization in real time,”
Ketchie said. “I’m always looking at our financial volume, referral patterns,
you name it. I can customize reports and build my own. I rely on that data to
make informed decisions.”


AN ALIGNED PARTNER SUPPORTS THE TRANSITION TO VALUE-BASED CARE

The Beaufort leadership team believes that the pandemic has underscored the
importance of building patient-centered, valuebased models that incorporate care
outside of the hospital. The team is implementing several population health and
quality management initiatives. They are not going it alone; athenahealth is an
accountable partner in Beaufort’s continued growth and success with value-based
care across their organization.

Ketchie reports that Beaufort has a new patient-centered medical home initiative
with a large commercial payer. “athena has always helped us track trends and
submit quality measures,” Ketchie said. For example, the referral management
workflow in athenaOne allowed Beaufort providers to meet the full MIPS Promoting
Interoperability measure for both Sending and Receiving and Incorporating
Patient Data. “We are grateful for our partnership with athenahealth when it
comes to population health management and the risk-based contracts we’re
entering into now. They provide us with the quality management workflows and the
support we need in order to be successful.”


ATHENAONE HELPS ENHANCE THE PATIENT EXPERIENCE — AND CONTAIN COSTS

The Beaufort leadership team believes that athenaOne has made a positive impact
on their patients’ experience. Patients enjoy the personalized outreach they get
when it’s time to schedule a preventive appointment, appreciate the easy-to-use
patient portal, and have come to expect efficient visits.

With improved collection of patient email and cell phone data thanks to
athenahealth staff workflows, the hospital’s patient full registration rate has
increased by 30 percent. That, in turn, has increased Beaufort’s total patient
panel portal adoption to 40 percent. The patient portal provides patients with
24/7 access to lab results, health records, and payment options. As a result,
Beaufort saw a significant reduction in self-pay balances.

Ketchie believes that Beaufort is able to care for patients better because
athenaOne provides a holistic view of each patient. “Getting that complete
picture of each patient helps us take care of them better. We can more
effectively manage care so that they don’t end up back in the ER,” he said. “It
also helps us contain the escalating costs of healthcare and provide the best
quality care possible.”



Having access to knowledge and best practices from thousands of other
organizations on the network keeps us efficient and informed. At the same time,
we have the ability to customize to our providers and practices. That
combination makes athenahealth extremely valuable to us.
Christopher Ketchie, Vice President of Physician Services, Beaufort Hospital





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Solutions
 * Electronic Health Records
 * Medical Billing
 * Patient Engagement
 * Care Coordination
 * Enterprise Revenue Cycle
 * Telehealth
 * Mobile Capabilities
 * Advisory Services

Who We Serve
 * Specialty Practices
 * OBGYN
 * Orthopedics
 * FQHC
 * Health Plans
 * Member-Centric Organizations
 * Start-Ups
 * Ancillary Service Organizations

Why Choose Us
 * Interoperability
 * The athenahealth network
 * Customer support
 * Improved efficiency
 * Master MACRA and MIPS
 * Cost and value

About
 * Who We Are
 * Careers
 * Newsroom
 * Marketplace Partners
 * athenaGives
 * Contact Us
 * Leadership

Resources
 * Our Insights
 * Real-Time Care Notifications
 * Webinars
 * Case Studies
 * Whitepapers
 * Developer Portal
 * Marketplace


Let's connect

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Call us anytime 800.981.5084



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