How CSI Companies Accelerated Epic EHR Provider Adoption at Memorial Hermann
The Background
Memorial Hermann's Large-Scale Epic EHR Implementation
Memorial Hermann Health System, one of the largest not-for-profit health systems in Southeast Texas, embarked on a large-scale Epic EHR implementation spanning thousands of providers across its hospitals, specialty clinics, and ambulatory facilities. Like many health systems navigating a go-live of this magnitude, Memorial Hermann recognized early that technology alone wouldn’t determine success but the speed at which providers could adapt, adopt, and reach proficiency would. Clinicians asked to learn a new system mid-shift, without the right support, face real consequences: burnout, documentation delays, and eroding confidence. Recognizing this, Memorial Hermann partnered with CSI Companies to deliver a structured, personalized adoption program built around the needs of their provider community, ensuring a faster path to stabilization from the very first day of go-live.
The Challenge
Scaling Provider Adoption Across Thousands of Clinicians Without Disrupting Care
When Memorial Hermann launched its large-scale Epic Implementation, leadership faced a familiar challenge: how to maintain quality patient care while focusing on adoption for the thousands of providers across their organization.
A traditional at-the-elbow (ATE) support model was implemented across the organization. However, in fast-paced clinical environments, where space is limited and providers are often under pressure to move quickly, providers often miss out on the ability to receive customized, in-depth support. Consequently, CSI and Memorial Hermann worked together to deliver targeted provider support in quieter, dedicated spaces.
Memorial Hermann was eager to partner with CSI to provide structured and personalized support, aiming to limit delayed stabilization and change fatigue. This focus strengthened provider morale and later showed the ROI of their decision.
How CSI Can Help
Our Training & Personalized Provider Adoption solutions help healthcare organizations accelerate EHR go-lives by equipping clinicians with the personalized support, hands-on guidance, and workflow optimization they need to reach proficiency faster with less friction so that they can focus on what matters most— patient care.
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The CSI Solution
CSI's Provider Adoption Model for Epic Go-Live Support
CSI developed a comprehensive, provider-focused adoption model built around one simple truth: how clinicians are supported during a go-live determines whether they thrive or struggle. The approach brought together seven integrated methodologies, each working in together to move providers from uncertainty to proficiency:
Dedicated Support Spaces
Dual Support model
Change Management and Communication
Personalization Focus
Prescriptive Staffing
Leadership Collaboration
Outcome Driven Approach
“The team fostered cross-department collaboration to encourage close communication between coding and quality teams to ensure accurate documentation, compliance, and quality reporting.”
The Results
The partnership between CSI Companies and Memorial Hermann yielded tangible, lasting results measured not only by the speed of adoption, but also by the number of providers that actively and repeatedly engaged in the program. Providers consistently expressed higher satisfaction with the activation process, noting that CSI’s combination of real-time ATE support and structured personalization gave them the flexibility and confidence to navigate Epic efficiently. Three outcomes defined the success of this partnership:
Accelerated Adoption & Proficiency
Improved Provider Satisfaction
Stronger Return on Investment
Download the full case study to explore the complete strategy, implementation details, data outcomes, and lessons learned from Memorial Hermann’s Epic go-live.