Case Study: Prime Care Family Practice achieves 25% patient app adoption and 10,000 fewer calls with eClinicalWorks

How Patient Relationship Management Services Can Help

Prime Care Family Practice, a 25-year-old primary care clinic in Prince George, Virginia that sees about 600 patients a week, had already adopted eClinicalWorks for EHR and practice management but struggled to turn technology and marketing materials into sustained patient engagement, better efficiency, and reduced provider burnout. The core challenge was training staff and patients to use the tools consistently so the practice could become more responsive, team-based, and data-driven.

Working with eClinicalWorks Patient Relationship Management Services, Prime Care trained staff on Patient Portal and the healow app, appointed “healow champions,” implemented scribes, standing order sets, a nurse manager, and began using telemedicine and population health analytics. Within five years a quarter of patients were using the healow app, the front desk handled 10,000 fewer phone calls last year, nurses had 40% fewer messages, providers saved nearly four hours of charting weekly, and the practice improved preventive care, quality metrics, and overall staff satisfaction.

Prime Care Family Practice

Amar R. Shah

Owner