Piedmont Making Clinicians Happy by Leveraging AI to Streamline In-Box Management & Feedback Loops to Ensure It’s on the Right Track, KLAS Case Study Finds

Piedmont Healthcare has achieved significant advancements in clinical efficiency and patient care through strategic technology enhancements, according to the recent KLAS Arch Collaborative case study, “Implementing the Right Technology Enhancements to Improve Clinical Practice 2024.”

Prioritizing Clinician Efficiency and Patient Safety

Piedmont focused on improving clinician efficiency, streamlining communication, and enhancing patient safety. According to the case study, the organization identified key pain points through feedback loops and implemented targeted solutions. “We aim to eliminate unnecessary work and provide tools that genuinely add value,” the case study quoted.

This initiative is led by a newly appointed manager tasked with aligning clinical informatics projects to three core goals: clinician efficiency, meaningful alerts, and improved patient care. One significant change includes creating system-related quick lists and smart phrases in the Epic system, enabling faster documentation and communication. “System enhancements like these have saved clinicians considerable time, reducing burnout and increasing satisfaction,” the case study states.

Streamlined Communication and In-Basket Management

To address inefficiencies in communication, Piedmont revamped its in-basket management system. The organization reduced message folder types, eliminated unnecessary messages, and introduced rules to automatically discard irrelevant communications. Over 17 million outdated messages were removed from the system. Additionally, quick action steps and smart phrases were implemented to expedite responses.

The case study highlights the team’s use of generative AI for drafting messages, with plans to go live in early 2025. By automating routine tasks, Piedmont aims to further improve efficiency and enhance the clinician experience. The organization is also exploring advanced AI tools to prioritize message management, aiming to balance efficiency with user satisfaction.

Redesigning Alerts for Impact

A major focus of Piedmont’s efforts involved optimizing EHR alerts to ensure they delivered meaningful and actionable information. According to the case study, the organization adopted the “five rights of clinical decision support” framework, emphasizing delivering the right information to the right person at the right time and in the right format.

The case study notes that many ineffective alerts, such as notifications sent to non-prescribers, were removed. “Every alert must demonstrate significant impact, such as preventing patient harm or improving workflow,” the study states. This approach reduced cognitive overload and enhanced clinician efficiency while maintaining high safety standards.

To further refine alert systems, Piedmont established a feedback loop with users to assess the effectiveness of alerts. Weekly meetings ensure that feedback is acted upon, leading to improved alert designs. For example, a poorly performing sepsis alert was reengineered to provide more precise notifications.

Innovative Virtual Nursing Program

Piedmont launched a virtual nursing pilot program across three hospitals in September 2024. The initiative centralizes virtual nursing teams, known internally as “The Bungalow,” to provide an efficient work environment. Virtual nurses are responsible for admission history, medication reconciliation, and discharge instructions, saving bedside nurses 30–40 minutes daily.

The program has already garnered positive feedback, improving nurse satisfaction and stabilizing staffing models. According to the case study, “virtual nursing is expected to expand across all medical-surgical units by the end of 2024, further enhancing patient and clinician experiences.”

The virtual nursing initiative also aims to address labor challenges by reducing reliance on contract staff. Promotional materials and localized meetings are used to generate enthusiasm and promote smooth implementation. Press Ganey survey results have shown improvements in patient satisfaction, particularly in communication and responsiveness.

Comprehensive Approach to Clinician Wellness

Piedmont’s efforts extend beyond technology to address clinician wellness. By focusing on reducing burnout through efficient workflows and meaningful support, the organization has created a positive culture of continuous improvement. The case study notes that clinician burnout scores significantly declined between 2021 and 2023 and have remained stable since. This progress is attributed to the organization’s structured feedback loops and commitment to acting on clinician concerns.

Piedmont also prioritizes training and ongoing education. Newly onboarded clinicians receive in-depth training on EHR tools, while existing staff benefits from periodic refreshers to maximize efficiency and adoption of best practices. “We ensure that clinicians feel supported and equipped to deliver quality care,” the case study states.

Key Results

Piedmont achieved a 93rd percentile ranking for the Net EHR Experience Score and similarly high rankings for measures of clinical efficiency, quality care, and patient safety. Clinicians seemingly agreed that the EHR supported quality care, with 94% citing it as a tool that enables patient safety and 92% affirming its role in patient-centered care.

The case study emphasized the importance of a feedback-driven approach. Piedmont’s structured process for gathering and acting on clinician input is seen as critical to its success.

A Recipe For Success

Healthcare IT executives looking to replicate Piedmont’s success can consider the following:

• Implement meaningful alerts: Evaluate the effectiveness of existing alerts and ensure they deliver actionable information.
• Enhance EHR efficiency: Use tools like quick lists, smart phrases, and generative AI to reduce clinician workload.
• Streamline communication: Eliminate unnecessary messages and optimize inbox management.
• Adopt virtual nursing models: Leverage virtual nursing to improve documentation efficiency and reduce bedside nurse workload.
• Create feedback loops: Regularly collect and act on clinician input to drive continuous improvement.
• Focus on clinician wellness: Invest in reducing burnout through supportive tools and ongoing education.

The study concluded, “The success of these initiatives lies in prioritizing the needs of clinicians and patients while leveraging technology to enable smarter, more effective workflows.”

For more on clinical efficiency and AI click here.