Case Study: Coastal Medical achieves coordinated care and improved clinical quality with eClinicalWorks

Coastal Medical - Customer Case Study

Coastal Medical Services is a physician‑owned Accountable Care Organization in Rhode Island that grew by merging multiple independent practices into a single network serving more than 105,000 patients (about 10% of the state). Faced with the challenge of unifying clinical processes and data across 17 diverse practices and 100+ providers—while addressing variable technology experience and concerns about losing practice identity—Coastal needed a single Electronic Health Record (EHR) to standardize care, capture quality data, and enable coordinated population health management.

Coastal implemented eClinicalWorks as a clinical tool through an inclusive selection process, multidisciplinary workgroups, and in‑house clinical trainers, and supported care teams with onsite clinical pharmacists. The unified EHR produced measurable results: improved ER response, fewer medication errors, faster access to labs and imaging, higher patient satisfaction, and data-driven quality programs (PCMH Level 3, Davies Award). Financially, Coastal realized a 200% ROI and millions in new revenue and incentives (BCBSRI $1.705M, Beacon $267K, PCMH incentives $3.439M), enabled participation in pay‑for‑quality and shared‑savings programs, and transformed 17 practices into a cohesive, data‑driven organization.

Coastal Medical

Alan Kurose

President and Chief Executive Officer