“I don’t know what we went through before Heidi.”
When Lindsay Maurer talks about her nurses, her pride is obvious. “They’re incredible,” she says. “They work nights, take hundreds of calls, and still find ways to care deeply for every resident they support.” Lindsay leads the after-hours RN team at Legacy IHP Solutions, a subsidiary of Edgewood Healthcare. The organization started small, with a handful of nurses covering a few senior living communities across the upper Midwest. Over time, it grew into a trusted partner for dozens of facilities, including the North Dakota Department of Health and Human Services.
Legacy’s mission is to make sure residents get high-quality, timely care at night while reducing unnecessary ER visits and improving quality of life for both staff and patients. But as the organization expanded, the workload increased dramatically.“Our call volume is massive,” Lindsay says. “The Legacy Medical team handles upwards of 200 calls a night and being unable to add additional staff, the team was already operating at full capacity.”
The Challenge
The issue wasn’t just the number of calls. It was everything that came after them. Each conversation required typing detailed notes, integration and communication between systems, and juggling multiple screens while still focusing on the customer. “You can’t give someone your full attention when you’re documenting at the same time,” Lindsay explains. “Something always suffers — either the care or the charting.”
Nurses were staying late to finish notes due to an increasing call volume with less time for documentation. “It wasn’t sustainable,” says Lindsay. Then one of the nurses mentioned something they had seen elsewhere: .
