Kristin Arbuthnot

Optimizing your EHR Investment

A message from Kristin Arbuthnot, Clinical Product Manager

One of the most common frustrations after purchasing and implementing EHR software is that customers feel it does not work the way they had expected. There are many features available to help address business needs and data which can be leveraged to help make sound operational business decisions. Understanding the features and functions in the system and the value they provide is critical in helping your staff fully adopt and utilize those features to ensure your organization’s needs are met. Structured implementation and on-going training will allow for a positive return on your investment. In this article, I will discuss how to start optimizing the investment of your software to allow your organization to focus on its core values.

As an organization, you made the software investment, completed the initial setup and implemented a go-live. But the work is not done yet. In fact, the go-live is just the beginning. Often times some of the decisions made during the initial implementation phase may need to be re-evaluated in order to maximize the benefits of your software. User frustration is often a sign that new approaches may be necessary to overcome concerns, improve satisfaction, and increase adoption.

Below are a few questions I recommend discussing in order to develop a strategy plan to optimize your software.

What are your short term and long term software goals?
One of the most important aspects of successful software implementation is to continually evaluate the software strategy goals and if needed, reset goals to meet the expected outcomes. Most importantly, have you achieved your resident safety, quality improvement, compliance, referral management, and billing goals? If not, what needs to be adjusted to get there? If so, what’s the next goal your organization can set for optimization? With feedback coming from all directions, it’s important to let your goals guide the optimization strategy. Where do point of care, reporting, and interoperability fall on the priority list?

Have you clearly defined your expectations and evaluated if performance has improved since the implementation?
It’s extremely important to truly understand what you expect to receive from your EHR software. First, review how your software has helped with the coordination of care and daily operations. Are discharge processes more efficient, medication reconciliation more compliant, documentation completed more timely, and is the organization experiencing less billing errors? Discussing what’s going well and what needs improvement is essential to help you create a strategy plan.

Have you determined which stakeholders need to be involved in discussions related to optimizing your software?
Everyone in your organization is going to believe that their feedback is the most important. But, in order to truly optimize and find efficiencies, it’s important to understand the broad spectrum of stakeholders and determine who needs to be involved in deciding priorities. This group of individuals will also serve as your positive influence on other team members. Don’t forget to involve end users so you can truly understand how it affects their daily lives. The stakeholders should meet on a regular basis to discuss progress and evaluate priorities.

What do the adoption statistics say?
If measurement goals were included in the original go-live plan, you should be able to obtain quantitative insights into how things are going. If measurement goals were not part of the original implementation, it should be included in an optimization strategy for ongoing tracking purposes.

The key to successful implementation is to act early and optimize quickly. A lot of organizational friction can be mitigated through additional training and small modifications to the system build. Another key to successful optimization is to measure the impact of the changes. What you measure is what gets improved. Your software will continually evolve with new features. Be sure that your organization understands the feature and creates a plan to implement it in a way that brings the most value to the organization.

MatrixCare is committed to ensuring that you are maximizing the value of your investment and utilizing it to its full potential. We offer Optimization Services to help increase adoption by your staff and improve efficiencies so that they can spend more time providing quality care. Read on to learn more!

New MatrixCare Support Case Software

MatrixCare Support has big news! We have upgraded our support case software to better serve you! You will notice a new auto-response email when creating cases via email, new case numbers (you can still reference your prior case numbers), emails coming from MatrixCare Support instead of directly from an analyst for better tracking purposes and many other improvements as we continue to utilize more of the Salesforce Service Cloud.

Support Case Software
Product News

MealTracker Tube Feeding/Flush Order Feature Announcement

MealTracker wants to assist you with monitoring enteral fed residents by allowing users to take advantage of our new feature, Tube Feeding/Flush Order. We continue to enhance our Nutrition features to support your entire facility population.

Users now have the option to add a resident Tube Feeding / Flush Order which will support 3 main areas in MealTracker:

  1. Add the orders to the Resident Profile Report.
  2. Utilize the product details to evaluate the order provided and compare it to resident needs on the Census with Tube Feeding Report.
  3. Generate delivery Labels for any Tube Feeding coming from your kitchen.

In preparation for the Patient Driven Payment Model regulatory change, MealTracker now supports one universal solution for all Nutrition details of your residents. Having detailed reports for Enteral fed residents at your fingertips will be extremely valuable. You can now utilize the auto-calculations to evaluate their needs for calories, protein and fluid.



Frequently Asked Questions & Helpful Tips

Why won’t my report run?
Support often receives calls about why a user’s report won’t run or open. Periodically reminding your staff to check their pop-up blocker is recommended. There are different areas of the application that require a second window to open to use such as reports, events or observations, and the MDS. In addition, verifying that users are running the recommended browser settings can fix other glitches they may be experiencing.

Access the System Requirements User Guide from our Client Portal for more information.



How do I update my Medicare A RUG Reimbursement Rates?
Only the Area Wage Modifier (AMW) which is updated every October needs to be entered. This will save you time from manually updating each individual RUG rate. MatrixCare will use the AMW to calculate the RUG rates for your facility which will ensure that payments match the billing, reducing the amount of adjustments that are needed.

To add in your new Area Wage Modifier (AWM), navigate to Facility Tab > A/R Setup > View/Update Medicare Billing Setup > and click Add.

Services News

Optimize the Use of MatrixCare to Maximize Operational Efficiency

MatrixCare helps long-term care and senior living organizations deliver a higher quality of care, resulting in healthier outcomes for their residents.

Because every organization is unique, we offer customized Optimization Services that will ensure your organization is maximizing the value of your MatrixCare solution.

MatrixCare experts will work with your organization to evaluate:

  • Level of staff adoption
  • Opportunities for process improvements to gain efficiencies
  • Incorporation of best practices in current processes
  • Need for advanced module training

Based on the outcome of the assessment, a custom approach and training agenda will be developed for your organization. Elements include:

  • On-site or remote training options
  • Advanced training
  • Configuration consulting
  • Development of process enhancements

Optimizing the use of MatrixCare in your organization can help drive efficiencies to deliver better care and lower costs. Contact your Account Manager to learn more!

Nurse Using MatrixCare

‘Elevating Employee Engagement’ Teleforum Recording Available

A recording of our thought-leadership teleforum Elevating Employee Engagement in Long-term and Post-Acute Care led by Patrick Hart, VP Senior Living Solutions at MatrixCare and Mary Ellen Sanajko of Conduit Coaching is now available.

During the July 18th teleforum, the points below were discussed in addition to specific questions submitted by the audience:

  • Why is employee engagement key for the bottom line in Long-Term and Post-Acute Care?
  • What are the 3 leadership fundamentals to elevate employee engagement at the front lines and beyond?
  • Who’s the most “at risk” for disengagement and how can you bring them back in?

Teleforum Recording

Partner News

Enhance Your MatrixCare EHR with Partner Integrations

As part of our commitment to be the most-connected LTPAC EHR solution, we have partnered with several leading clinical technology providers to bring you a more robust tool-set that enhances your existing MatrixCare environment.

Join us for an informative session on August 16, 2018 at 1:00 pm CDT led by a panel of our certified partners on products and solutions that improve clinical outcomes, financial performance, staff efficiency and more. Attend this session and hear from Relias, Constant Care Technology, Pioneer Solution Inc. and eKare, Inc. on utilizing their technologies to get more from your MatrixCare investment.

See what these technologies can do for you!

Register Now

Paperless Environments

MatrixCare Enterprise Financials Integrates with Paperless Environments

Paperless Environments is a content management and workflow automation solutions provider whose products integrate electronic versions of paper documents and digital information with your existing business applications and infrastructure. Paperless Environments integrates with more than 30 systems including MatrixCare Enterprise Financials.

Paperless Environments software streamlines existing manual invoice processing, including coding, routing, approvals, and payment, saving clients time and money while maximizing early pay discounts and improving data quality. Their solution provides advanced document capture software coupled with easy-to-use workflows, flexible eForms and a secure, scalable storage archive.

For more information, contact Matt DeBenedetti at

Regulatory News

New Medicare Card Mailing Update: Wave 4 Begins, Wave 2 Ends

CMS started mailing new Medicare cards to people with Medicare who live in Wave 4 states: Connecticut, Maine, Massachusetts, New Hampshire, New Jersey, New York, Rhode Island, and Vermont. CMS will continue to mail new cards to people who live in Wave 3 states, as well as nationwide to people who are new to Medicare.

CMS finished mailing cards to people with Medicare who live in Wave 1 and Wave 2 states and territories (Alaska, American Samoa, California, Delaware, District of Columbia, Guam, Hawaii, Maryland, Northern Mariana Islands, Pennsylvania, Oregon, Virginia, and West Virginia). If someone with Medicare says they did not get a card, print and give them the “Still Waiting for Your New Card?” handout (in English or Spanish) or instruct them to:

  • Sign into to see if CMS mailed their card. If so, they can print an official card. They need to create an account if they do not already have one
  • Call 1-800-MEDICARE (1-800-633-4227). There might be something that needs to be corrected, such as updating their mailing address.

To ensure that people with Medicare continue to get care, health care providers and suppliers can use either the former Social Security number-based Health Insurance Claim Number or the new alpha-numeric Medicare Beneficiary Identifier (MBI) for all Medicare transactions through December 31, 2019.

Check the mailing strategy as the mailings progress. Continue to direct people with Medicare to for information about the mailings and to sign up to get email about the status of card mailings in their state.

CMS is committed to mailing new cards to all people with Medicare by April 2019.

Information on the transition to the new MBI:

Industry Events

Upcoming Tradeshows

We look forward to seeing you at the upcoming events. Be sure to stop by our booth and learn more about all the MatrixCare solutions available to you.

  • Zimmet Seminar August 8-9, 2018
  • AZNHA August 24, 2018
  • MHCA (Missouri) Annual Convention August 26 – 29, 2018
  • LeadingAge NY Financial Professionals Conference August 28 – 29, 2018