CenterWell Senior Primary Care, a group with over 1,000 physicians and health professionals, has successfully transformed its approach to electronic health records (EHRs). By leveraging artificial intelligence (AI) and optimizing clinical workflows, the group has achieved a remarkable 64% reduction in severe burnout among its care teams.
Owned by Humana, CenterWell operates 335 practices across 15 states, serving a complex patient population of older adults who often have multiple chronic diseases. According to Dr. Tom Yackel, CenterWell's Chief Clinical Excellence Officer, this patient group requires an intensive care model with longer visits, which traditionally led to a heavy documentation burden for physicians.
Finding the Pain Points
The first step was to identify the root causes of the problem. CenterWell used a physician satisfaction survey to pinpoint key issues. The results revealed that while training programs were highly rated, physicians were deeply frustrated with their inability to easily access patient data or customize EHR templates. This dissatisfaction led to burnout and excessive 'pajama time'—hours spent on documentation after work. The goal was clear: make the EHR a source of professional satisfaction, not a burden.
A Comprehensive Strategy
CenterWell implemented a multi-faceted approach to tackle these challenges:
- Reducing Administrative Hassles: The group adopted guidelines from the AMA STEPS Forward® 'Getting Rid of Stupid Stuff' toolkit. This helped clarify misconceptions about regulations and debunked myths, such as the idea that only physicians can handle medication refills. By correcting these false assumptions, CenterWell created more efficient, compliant workflows.
- Integrating AI: CenterWell incorporated AI-powered tools, including Abridge’s ambient intelligence, to streamline data entry and reduce the cognitive load of documentation. This allowed doctors to focus on interacting with patients rather than typing.
- Empowering Physicians: CenterWell established a clinical informatics committee to give physicians a direct voice in decision-making that affected their workflows. This was crucial in ensuring that improvements were genuinely helpful to those on the front lines of care.
Measurable Results
The changes led to significant improvements, as confirmed by a follow-up survey. The results included:
- A 64% reduction in severe burnout and a 54% decrease in cognitive load related to documentation.
- A 16% reduction in 'pajama time', with some doctors cutting their after-hours work by over a third.
- A 12% increase in same-day note closure.
- Improved note quality, as a longer lag time for closing notes on new patients showed that physicians were capturing more comprehensive patient history and diagnoses.
By listening to its physicians, empowering them to lead change, and implementing smart technology, CenterWell has demonstrated that it is possible to transform the EHR from a source of frustration into a valuable tool. This has not only improved physician well-being but also enhanced the quality of care for their patients.
Source: American Medical Association | August 7 2025