04/28/2026
Stop playing whack-a-mole with your EHR training strategy.
Most health systems are caught in a reactive cycle: a ticket comes in, you fix it. A complaint surfaces in a department meeting, you dispatch a team. You're constantly busy, constantly solving problems, but never making strategic headway.
The real issue? You're treating symptoms instead of building a sustainable system.
One academic medical center was in this exact trap. Three years out of date on Epic updates, stuck at a 2-3 Gold Star level, and bleeding physicians. They had a skeleton crew of five people supporting 2,500 providers. The result was a staggering 12% annual physician turnover rate.
But here's what changed everything. Instead of continuing to patch problems, they stepped back and built what Dr. Brian Patty calls the "House of Success for EHR Satisfaction." It's a strategic framework with three critical components:
First, they stabilized the foundation. They got current on Epic upgrades and solved the core speed and reliability issues that were dragging down the entire system.
Second, they invested in the pillars. They expanded their training and support team from 5 to over 20 people and established physician governance. In the first year alone, they retrained over 800 providers and conducted 650 one-on-one personalization labs.
Third, they built real-time support. They established a team of physician builders and clinical informaticists who could get clinicians unstuck immediately, not days later.
The results speak for themselves. Within 18 months, they went from the 45th percentile in KLAS satisfaction to the 99th percentile. They're now maintaining 8-9 Gold Stars. And most importantly, physician turnover dropped from 12% to 6%.
This wasn't about working harder. It was about working smarter, with a clear strategy grounded in data.
We published a deep dive playbook that walks through exactly how to build your own House of Success, including how to "mind the gap" between implementation and utilization scores to unlock your highest-impact training opportunities. It's a practical guide for any C-suite leader looking to move from reactive firefighting to proactive strategy.
Read the full article for the complete framework. Link in the comments!
