CenterWell Senior Primary Care Leverages AI and Workflow Improvements to Enhance Physician Satisfaction and Patient Care

Strategic Insights -

CenterWell Senior Primary Care, a network of 335 practices with over 1,000 physicians and 430,000 patients, faced significant challenges with electronic health records (EHR) inefficiencies. Physicians struggled with accessing patient data, customizing templates, and excessive documentation, leading to burnout and decreased job satisfaction. In response, CenterWell implemented a series of initiatives, including a validated physician satisfaction survey, committees to oversee evidence-based practices, and the use of Abridge's augmented intelligence (AI) technology to reduce cognitive load and streamline data entry processes.

Key Takeaways:

  • CenterWell Senior Primary Care used a validated physician satisfaction survey to identify key areas for improvement and existing strengths.
  • The survey revealed that accessing data in the EHR and customizing templates were significant pain points, with satisfaction scores in the lower percentiles.
  • CenterWell leveraged Abridge's AI technology to reduce cognitive load and streamline data entry processes, achieving a 54% reduction in cognitive load in documentation.
  • The initiatives improved EHR satisfaction and physician burnout, leading to a 64% reduction in severe burnout and a 41% improvement in "no burnout" responses.
  • CenterWell's patients are older adults with complex needs, requiring efficient EHR and processes for doctors.
  • The AMA STEPS Forward "Getting Rid of Stupid Stuff" toolkit and the "Reducing Regulatory Burden Playbook" were instrumental in debunking myths about EHR practices and reducing unnecessary administrative burdens.
  • CenterWell formed a clinical informatics committee to optimize the EHR for its care teams and implemented AI ambient transcription solutions to reduce cognitive load.
  • The post-implementation survey showed significant reductions in burnout and cognitive load, including a 6% reduction in EHR time and a 16% reduction in "pajama time", which is the time spent on paperwork outside of the office.

Statistics:

  • 54% reduction in cognitive load in documentation
  • 64% reduction in severe burnout
  • 41% improvement in "no burnout" responses
  • 6% reduction in EHR time
  • 16% reduction in "pajama time"
  • 12% rise in same day closure rate
  • 89% notes retention
  • 50% utilization
  • 30,452 notes created in 2024
  • 50,000 patients seen in 2024 (based on 430,000 total patients)

Sources:

  • American Medical Association (AMA)
  • Abridge's augmented intelligence (AI) technology
  • AMA STEPS Forward "Getting Rid of Stupid Stuff" toolkit
  • AMA STEPS Forward "Reducing Regulatory Burden Playbook"
  • Arch Collaborative (EHR Improvement) physician satisfaction survey
  • Jennifer Lubell, Contributing News Writer, August 7, 2025