
Priscilla Frase, MD, CMIO/Hospitalist, Ozarks Healthcare
Dr. Priscilla Frase, CMIO and hospitalist at Ozarks Healthcare, is a champion for innovation and collaboration in rural health systems. As a leader at a 114-bed independent hospital with 28 associated clinics in South-Central Missouri, Frase has faced the challenges of limited resources head-on, transforming the organization’s approach to health IT.
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Through a combination of creative partnerships, a patient-centered vision, and a passion for progress, Frase has proven that small organizations can achieve big results. Her efforts have not only enhanced provider satisfaction but have also earned her national recognition, including the CHIME Innovator of the Year Award and the HIMSS Senior Executive Changemaker Award.
A Data-Driven Approach to EMR Optimization
At the heart of Frase’s success is her commitment to improving the EMR experience for clinicians and staff. One of her most impactful initiatives began with participation in the KLAS Arch Collaborative, a program that surveys end-user satisfaction with EMR systems and provides actionable insights for improvement.
“We started by gathering data on how we were doing with EMR satisfaction across the organization—physicians, mid-levels, and nursing staff,” Frase explained. “From there, we could act on that data, implement changes, and remeasure to ensure continued progress.”
Ozarks Healthcare consolidated multiple EMR systems into a single platform, Meditech Expanse, which led to significant improvements across clinical areas, including ambulatory care, acute care, and behavioral health. Frase attributes much of this success to the organization’s willingness to listen to feedback and make targeted adjustments.
But achieving these results wasn’t without challenges. Small organizations often struggle to allocate resources for initiatives like EMR optimization. Frase shared that, at one point, she was so committed to participating in the Arch Collaborative that she considered paying for it out of her own pocket. “Anything you add to a budget in a rural health organization is a line item that’s ready to be cut,” she noted.
Frase’s persistence paid off, as the collaborative not only helped improve EMR satisfaction but also demonstrated the value of investing in data-driven solutions. “When the passion is there to do what’s best for the organization and the providers, you find ways to make it work,” she said.
Building Meaningful Vendor Partnerships
Frase has also made strides in fostering productive relationships with vendors, turning what could be purely transactional interactions into mutually beneficial partnerships. For her, the key lies in collaboration and communication.
“I’m always willing to help vendors if their product is good for our organization,” she said. “That might mean participating in webinars, writing white papers, speaking at conferences, or giving feedback to improve their product.”
This approach has given Ozarks Healthcare an edge when negotiating with vendors, particularly as an early adopter of new technologies. By demonstrating her willingness to provide constructive feedback and assist in refining products, Frase has been able to secure solid pricing and terms for the organization.
She stressed the importance of following through on commitments. “One thing I hear from vendors is that some organizations promise to participate in user groups or provide testimonials but don’t follow through. When you consistently deliver on your commitments, vendors see you as a trustworthy partner,” she said.
Frase also emphasized the importance of being both candid and professional when providing feedback, even when it’s critical. “Vendors have told me, ‘You give negative feedback better than anyone else.’ It’s about being constructive and helping them understand your perspective so they can make improvements.”
Addressing EMR Pain Points
Despite progress, the inherent complexity of EMR systems remains a challenge for clinicians. Frase described her own frustrations with the systems’ design, particularly the overwhelming volume of data and the number of clicks required to access critical information.
“Every year, there’s more information I need to sift through to ensure I know everything about a patient,” she said. “The EMR forces us to navigate through multiple screens instead of presenting everything we need in one view.”
Frase believes that AI and automation hold great promise for alleviating these issues. Ozarks Healthcare is currently trialing several AI platforms to enhance efficiency and reduce administrative burdens. “I’m excited about the potential of these tools to bring us closer to the simplicity we had with paper records, while still giving us access to all the data we need,” she said.
One of the challenges with EMRs, Frase explained, is that many were originally designed for billing purposes rather than clinical workflows. “When we transitioned from paper to electronic records, a lot of tasks that weren’t traditionally part of a physician’s job suddenly became our responsibility. It’s about finding ways to automate those tasks and let us focus on patient care.”
The Importance of Governance and Collaboration
A strong governance structure is essential for managing IT systems in a healthcare setting, according to Frase. At Ozarks Healthcare, she works closely with committees and stakeholders to ensure decisions are aligned with the organization’s clinical, financial, and regulatory needs.
“Governance has to be a group effort,” she said. “It’s not just about what physicians or nurses want; it’s about finding solutions that work for the entire organization.”
Frase also takes pride in fostering open communication between clinicians and the IT team. “Our physicians feel they have a voice in IT decisions, and that’s something I’m incredibly proud of,” she shared. “When they bring concerns to me, I listen, and when I can fix something, I do. When I can’t, I work with them to find an alternative.”
This collaborative approach extends to addressing individual clinicians’ needs. Frase recounted a recent example where a new oncologist shared a specific frustration with the EMR. By working with the IT team, she was able to implement a solution that met the oncologist’s needs. “If he hadn’t mentioned that one thing, we wouldn’t have been able to fix it,” she said. “Listening to those small details makes a big difference.”
Driving Change in Rural Health
Frase’s ability to drive change in a rural health setting stems from her passion, persistence, and patient-centered approach. She believes that success in health IT requires a willingness to embrace challenges, build relationships, and stay focused on the ultimate goal of improving care.
“It’s about making it better for everyone—patients, clinicians, and the organization as a whole,” she said. “You have to stay positive and keep pushing forward, even when the obstacles seem overwhelming.”
Her message to other CMIOs at similar rural health systems is clear: “Be patient, be persistent, and let your passion drive you. Those three things, combined with a collaborative spirit, can create real change.”
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