EHR Transition: FAQs for Payers and Provider Groups

Overview of the New EHR System and Its Benefits

Q: What are the anticipated benefits of the EHR transition for partners and patient outcomes?

A: The KeyCare system, powered by Epic, will enhance care coordination and streamline communication between providers, improving both patient and provider experiences. Epic’s Care Everywhere allows providers to securely share clinical data (with patient consent), supporting more holistic treatment and better outcomes. The platform’s intuitive interface will also make it easier for patients to manage their appointments, access health records, and communicate with their care team.

Q: Will the new system offer enhanced reporting, analytics, or collaboration opportunities?

A: Yes, KeyCare provides robust reporting and analytics capabilities, allowing us to track patient progress through measurement-based care. These tools will support targeted interventions, improve collaboration among providers, and streamline care delivery across the various organizations involved in a patient’s care.

Q: How will this transition improve care coordination and patient satisfaction?

A: The new system integrates care coordination into our platform, helping us monitor patient progress and provide timely interventions. This approach ensures that patients receive the right care at the right time, leading to better outcomes and higher satisfaction.

 

Timeline, System Access, and Scheduling

Q: When does the new EHR system go live, and what are the key dates leading up to the transition?

A: The KeyCare system will go live on November 18th. Key transition dates are:

  • November 14th: Last day for all patient sessions in Athena.
  • November 15th: Only return patient sessions will be held; no new patient sessions will be scheduled.
  • November 16-17th: No patient sessions will be held during the transition weekend.
  • November 18: All appointments and services will move to the new KeyCare system.

Clinicians will work directly with patients to reschedule appointments as needed to ensure continuity of care.

Q: Will recurring appointments for existing patients be transferred to the new system?

A: Yes, all scheduled appointments, including recurring ones, will be transferred to the new system and will remain on the calendar as they are currently scheduled. There is no need for patients to reschedule these appointments. If any issues arise, patients can contact their clinician or Care Navigation at 800-442-8938 for assistance.

Q: What will happen to our custom cobranded landing page for booking appointments during and after the EHR transition?

A: On November 15th, all custom cobranded landing pages will redirect to the main booking page on Array’s website. Patients and referrers will be instructed to call Care Navigation at 800-442-8938 to schedule appointments during the transition. After the transition on November 18th, all custom landing pages and the main booking page will redirect to the new Provider Finder scheduling system used by KeyCare.

 

Patient Experience and Impact of the Transition

Q: Will patients need to create a new MyChart account if they already have one with another provider?

A: Yes, patients will need to create a MyChart account specifically for Array through KeyCare. Once their new account is set up, they will have the option to link it with any existing MyChart accounts, making it easy to manage all their health information in one place.

Q: What changes will patients notice in terms of accessing their health information?

A: Patients will access their records through MyChart, replacing the current Athena portal. MyChart offers an intuitive experience that allows patients to view their health records, schedule appointments, and securely communicate with their care team.

Q: Will there be changes in how patients receive notifications and reminders?

A: Yes, notifications and reminders will now be sent through MyChart based on patient preferences. Key automated messages include:

  1. Appointment scheduled: Sent immediately after booking.
  2. MyChart activation: Sent 1 day after scheduling (if not yet activated).
  3. Appointment reminder: Sent 7 days before the appointment.
  4. Appointment confirmation: Email or SMS (based on preference) 3 days prior.
  5. eCheck-in: Sent 2 days before the appointment.
  6. eCheck-in reminder: Sent 24 hours prior (if not completed).
  7. Video visit reminders: Sent 60 and 15 minutes before the visit.

 

Patient Communication and Support Resources

Q: How is Array communicating the EHR transition to patients?

A: We are notifying patients through email, text messages, and direct conversations with their clinicians. Our Care Navigation team is also available to provide additional support and answer questions throughout the transition.

Q: How can our organization support communication with shared patients?

A: Please review the Patient FAQ to ensure alignment with our messaging. We will also share a timeline of communications and key milestones, so you remain informed and aligned throughout the process.

Q: How will Array support patients with limited digital literacy?

A: Our Care Navigation team will work directly with these patients as needed to provide hands-on support and ensure they can access and use the new system effectively.

Q: Who should patients contact if they have questions or concerns during the transition?

A: Patients can contact our Care Navigation team at 800-442-8938 for assistance. Care Navigation will manage inquiries and escalate issues as needed to ensure timely resolution.

Q: Will provider availability or responsiveness be impacted during the transition?

A: Providers will maintain their usual availability. Additional care team members will be staffed during the transition to provide extra support and ensure smooth operations.

Q: What contingencies are in place if patients encounter issues with the new system?

A: Additional staff will be available before, during, and after the transition to handle any technical, operational, or clinical concerns. Care Navigation will be the first point of contact for troubleshooting and support.

Q: How can our organization refer patients or access support resources during the transition?

A: Please direct referrals and support requests to our Care Navigation team at 800-442-8938. Our team is ready to assist with any needs during the transition.

 

Measuring Success and Ensuring Continuity

Q: How will Array measure patient satisfaction after the transition?

A: Patients will receive satisfaction surveys through MyChart following their sessions. Surveys will be sent after the first appointment and every eight visits thereafter to avoid survey fatigue.

Q: How will Array ensure minimal disruption to care and continuity for patients?

A: We have carefully planned the transition to prioritize patient and provider experience. Additional staff will be assigned the week before and after the transition to address any concerns and maintain continuity of care.

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