American Family Care (AFC), a leading urgent care provider with over 40 clinics across the Southeastern United States, has been dedicated to serving its communities since 1982. From urgent and primary care to family and occupational medicine, AFC is committed to offering a wide range of services to meet the diverse healthcare needs of patients of all ages. Among their comprehensive offerings is the American Family Care Weight Loss Program, designed to support individuals in achieving their health and wellness goals. To manage their extensive operations and diverse service lines, including the weight loss program, AFC relies on Experity’s EMR/PM system, a partnership that began in 2012.
Alt: American Family Care clinic exterior, showcasing their commitment to accessible healthcare services including weight loss programs.
Company Profile: American Family Care – A Leader in Comprehensive Healthcare
American Family Care operates over 40 walk-in clinics across Alabama, Florida, Georgia, and Tennessee. As a physician-owned organization headquartered in Birmingham, AL, AFC boasts a substantial team of 900 staff members, including 150 providers and nurse practitioners, and 60 management personnel. Each clinic manages a significant patient volume, ranging from 40 to 175 patients daily, demonstrating the trust and reliance the community places in AFC for their healthcare needs.
AFC’s service portfolio is extensive, covering:
- Urgent Care for immediate medical needs
- Primary Care for ongoing health management
- Family Medicine for comprehensive care across all ages
- Occupational Medicine to support workplace health
- Workers’ Compensation Visits for injury management
- Specialized General Surgery Clinic
- Weight Loss Program to promote healthy lifestyles
- In-clinic U-Save Pharmacies for convenient prescription services
The integration of a weight loss program into AFC’s offerings highlights their holistic approach to patient care, addressing not just immediate medical issues but also long-term health and wellness. To efficiently manage this broad spectrum of services and the growing patient volume, AFC partnered with Experity in 2012, adopting their specialized EMR/PM system. This decision was crucial for streamlining operations, improving patient care, and supporting the diverse needs of a modern healthcare provider, including the administrative and clinical aspects of the American Family Care weight loss program. Prior to Experity, AFC faced challenges with their previous EMR vendor, including system latency and inadequate support, which hindered staff efficiency and the ability to fully leverage digital healthcare solutions.
Alt: American Family Care medical staff assisting a patient, reflecting their dedication to patient-centered care within their comprehensive service offerings, such as the weight loss program.
The Challenge: Overcoming EMR Limitations to Enhance Patient Care and Program Efficiency
As American Family Care expanded its clinic network and service offerings, including the increasingly popular American Family Care weight loss program, the limitations of their existing EMR system became increasingly apparent. The self-hosted, server-based software lacked the necessary IT support and suffered from system lags, causing significant disruptions to daily workflows. This inflexibility forced staff to resort to paper-based documentation while waiting for system responses or chart availability, leading to duplicated efforts and lost time across all locations.
Dr. Glenn Harnett, Chief Medical Officer for AFC, explained, “We were using paper and an EMR, and doing a lot of double work, going from paper to EMR—and re-entering documentation.” This inefficient process not only impacted staff productivity but also potentially affected patient wait times and the overall patient experience, aspects critical to the success of all AFC services, including the weight loss program.
Beyond workflow inefficiencies, the previous EMR system failed to support AFC’s objectives in other critical areas. It did not facilitate physician attestation for Meaningful Use incentive programs, a significant concern for a forward-thinking healthcare organization. Training staff to effectively utilize the EMR also proved challenging due to its unintuitive navigation and limited functionality. These cumulative issues prompted AFC to seek a more robust, user-friendly, and efficient EMR solution capable of supporting their diverse operations and commitment to high-quality patient care across all services, from urgent care to the American Family Care weight loss program.
Solution: Experity EMR/PM – A Cloud-Based, Urgent Care Focused System
Dr. Glenn Harnett, leading the EMR search, prioritized a system designed for the fast-paced environment of urgent care and capable of supporting the diverse services offered by AFC, including the specific needs of the American Family Care weight loss program. After evaluating over 30 EMR systems, Experity stood out as the ideal solution. Key criteria included a cloud-based architecture for enhanced accessibility and reliability, Meaningful Use certification, and a truly digital and mobile platform.
“[Experity] won out because of the chart room screen,” Dr. Harnett stated. The real-time, comprehensive view of patient flow offered by Experity’s chart room was a game-changer. It allowed all members of the clinic team – from physicians and nurses to x-ray and lab technicians, and office managers – to operate from the same information in real-time. This unified platform facilitated better coordination, reduced bottlenecks, and improved overall clinic efficiency, directly benefiting patient care across all AFC services, including the weight loss program.
Experity’s responsiveness and speed were also critical factors. “I needed speed. We didn’t have to point, click, and wait. We could point, click, and go with [Experity],” Dr. Harnett emphasized. This immediate system response enabled providers to document patient encounters efficiently, with multiple staff members able to access and update charts simultaneously. Furthermore, Experity’s system enabled AFC providers to successfully attest for Meaningful Use, unlocking valuable incentive programs and demonstrating AFC’s commitment to leveraging technology for improved healthcare delivery and patient outcomes, throughout all their services like the American Family Care weight loss program.
Alt: Experity EMR Chart Room screen, illustrating its user-friendly interface designed for efficient patient flow management in urgent care and diverse medical programs.
Results: Enhanced Efficiency, Improved Patient Care, and Scalability for Growth
The implementation of Experity EMR at American Family Care yielded significant improvements across various operational areas. AFC achieved reduced patient door-to-door times, streamlined documentation processes, increased revenue, and successful Meaningful Use attestation. These positive outcomes underscore the transformative impact of Experity EMR on AFC’s ability to deliver efficient and high-quality healthcare, including effective management of specialized programs like the American Family Care weight loss program.
Time Savings and Staffing Efficiencies
Switching to Experity resulted in a dramatic improvement in patient turnaround times. Dr. Harnett estimates a time saving of 10 to 15 minutes per patient visit, reducing the average total patient time from 75 minutes to 60 minutes. Eliminating the need for double documentation – paper and electronic – significantly boosted staff productivity.
This time efficiency enabled AFC to accommodate more patients and optimize staffing levels. “I needed a system a doctor could capably see and document patients — that would allow them to get the patients in and out in a timely fashion and safely,” Dr. Harnett explained. With Experity, providers can see approximately one additional patient per hour compared to the previous system.
Experity’s discharge instructions feature further contributes to time savings and legal compliance. Providers can quickly select and customize patient education materials, ensuring comprehensive and consistent information delivery, a valuable tool across all services, including specific guidance within the American Family Care weight loss program. Dr. Harnett noted that the detailed discharge instructions are comparable to what he would personally create, highlighting the quality and comprehensiveness of the system’s resources.
Flexibility and Customization
Experity’s mobile tablet functionality revolutionized clinical workflows at AFC. Providers and staff are no longer tethered to desktop computers, enhancing flexibility and patient interaction. “The staff loves it. They love having the tablets. They can access and use [Experity] from anywhere in the clinic,” Dr. Harnett shared. The mobility offered by Experity not only improves staff convenience but also enhances patient perception, projecting a technologically advanced and patient-centered image, beneficial for all AFC services, including the weight loss program.
Customizable templates within Experity empower providers to tailor the system to their specific preferences and workflows. “I like the fact we can design our own templates,” Dr. Harnett added. This customization extends to interface flexibility, allowing for electronic integration of lab results directly into patient charts, eliminating paper-based processes and further streamlining workflows. AFC plans to expand interface capabilities to further optimize efficiency and data management across all aspects of their operations, including the American Family Care weight loss program.
Ease of Implementation and Scalability
AFC’s large-scale Experity implementation across 26 clinics within just nine weeks demonstrates the system’s ease of deployment and scalability. A phased rollout, starting with beta clinic locations to refine workflows and optimize system utilization, ensured a smooth transition. AFC leveraged the implementation process to also refine internal procedures and enhance overall efficiency, maximizing the benefits of Experity.
Dr. Harnett emphasized the importance of Experity’s support during implementation, noting their understanding of the stresses and challenges associated with such a large-scale transition. The intuitive design of Experity EMR minimized the learning curve for staff. “It’s so intuitive out of the box. [Experity] looks like what a doctor thinks an EMR should look like,” Dr. Harnett remarked. AFC developed its own Learning Management System, combining Experity’s training resources with internal training methods, ensuring comprehensive staff proficiency. The ease of use and effective training contributed to high staff satisfaction, with 91% of AFC staff reporting in a University of Alabama – Birmingham study that Experity enhances their job performance.
Meaningful Use Attestation
A primary driver for AFC’s EMR switch was the need to achieve Meaningful Use attestation. Experity’s certified EMR/PM system enabled 95% of AFC’s full-time physicians to successfully attest for Meaningful Use in 2012. “Meaningful Use is not even something we have to work at [with Experity],” Dr. Harnett stated. AFC has successfully passed multiple audits by the Centers for Medicare & Medicaid Services related to Meaningful Use, demonstrating the system’s robust compliance capabilities and AFC’s commitment to meeting national healthcare standards across all their services, including any relevant aspects within the American Family Care weight loss program.
Final Thoughts: Experity – A Partner for Continued Growth and Enhanced Patient Care
Dr. Harnett concluded, “I can truly say that I couldn’t be happier with our decision to utilize the Experity system. The experience, the support, and the relationships we have made with the Experity people have far exceeded my expectations.” He expressed confidence that Experity will continue to support AFC’s growth and evolution, providing ongoing innovation and software developments to further enhance patient care. As American Family Care expands its reach and service offerings, including continued development of the American Family Care weight loss program, Experity remains a crucial partner in enabling efficient operations, optimized patient experiences, and sustained success in a dynamic healthcare landscape.
Alt: Quote from Dr. Glenn Harnett, CMO of American Family Care, praising Experity EMR for exceeding expectations and supporting AFC’s diverse healthcare services.
