A New Era of Nursing at Legacy Medical

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 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: Heidi.

Legacy started with a small pilot using Heidi, beginning with two of their most experienced nurses. The setup was easy and quick. “All they had to do was hit the transcribe button and forget about it until after the call,” Lindsay says. “That’s literally it.” Within days, the nurses were asking for more. “As soon as they used it, they were like, ‘Can we use it for more than five notes?’”

“With Heidi, it’s just been amazing. We can have our conversations, look in the record, not have to be looking at another screen, and really do a better assessment.” The team refined a shared note template that fit their workflow, keeping documentation consistent and professional. If a transcription was missed, nurses could easily upload a RingCentral recording into Heidi to generate a note.