CoxHealth switches to EPIC system; patients report care disruptions

SPRINGFIELD, Mo. (KY3) - CoxHealth hospitals in Springfield and Branson switched to a new electronic medical records platform, EPIC, on Sunday, March 1.

While hospital leadership says the change is designed to streamline patient care, some patients say the transition disrupted their treatment during the first week. The switch affects how CoxHealth staff document and manage patient care.

“We changed our electronic medical record system, which is where we document and take care of our patients,” Heather Swearengin, Vice President of Consumer Experience at CoxHealth, said. “That went live on Sunday, March 1. And really, the biggest change is for our caregivers to have more streamlined processes.”

Kris Crutcher took her 93-year-old mother to the emergency room at Cox Branson on Sunday. She said what should have been a brief visit stretched to 13 hours, and that staff repeatedly cited the new EPIC system as the cause of delays.

“We were both trying to be patient. However, the first thing that they wanted to make sure that they told us on every encounter was with a level of frustration — ‘I’m so sorry. I’m so sorry. We’ve got this new EPIC system,” Crutcher said.

Crutcher said her mother was initially prescribed the wrong medication because staff could not access her past medical records. She said her confidence in the care her mother received declined throughout the day.

“When you’re there for help, and you feel like you’re getting excuses and dysfunction — frustration that has absolutely nothing to do with you or patient care — it’s not really a patient problem. It’s a management problem that’s flowing over and affecting the patient and their care,” Crutcher said.

Swearengin said the hospital system spent two years preparing for the transition and has support available for staff.

Crutcher said what she witnessed did not reflect that level of preparation.

“In my opinion, it felt like they were thrown to the wolves and they were barely surviving,” Crutcher said.

Swearengin said the hospital asks patients for patience as staff adjust to the new system.

“Although it’s going to take us a few days to get comfortable with what we’re doing, it’s really in their best interest at heart. And so, I think if they can remember that, they’ll be patient with us,” Swearengin said.

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