ADOPTION TURNAROUND
Fixing adoption when the technology already worked.
Turned around a stalled virtual-consults program at Presbyterian Health by rebuilding training and change management around clinical champions — moving from informal phone calls to a structured, EHR-driven workflow.
THE CHALLENGE
The workflow was sound. Clinicians just weren’t using it.
Presbyterian Health’s virtual-consults workflow was technically sound but wasn’t being used the way it was designed — clinicians defaulted to informal phone calls instead of the structured, EHR-integrated workflow, undermining documentation and scalability.
WHAT I DESIGNED
Change management built around champions, not mandates.
Rebuilt the change-management and training approach around clinical champions rather than top-down mandates, and reworked the workflow itself to fit more naturally into how clinicians already worked inside the EHR.
HOW IT WAS DEPLOYED
One service line at a time.
Rolled out with champions embedded in each service line, moving providers off informal calls and onto the EHR-driven workflow one service line at a time.
IMPACT
A workflow clinicians actually use — and are expanding.
The program is now live across three service lines with 76 providers actively using the EHR-driven workflow, and expansion into additional service lines is underway.
LET’S BUILD WHAT’S NEXT