At Cool Springs Internal Medicine and Pediatrics, staff members didn’t waste any time prioritizing operational changes to their quality improvement process. These changes have allowed them to stay ahead of the curve and consistently meet the different measures set by multiple payors.

When the pandemic hit in March 2020, West Tennessee Healthcare (WTH) faced the same dilemmas as health care organizations across the country: With a lack of available PPE, safety concerns for doctors and patients, and the inability to reach many patients in person, WTH needed to launch a telehealth program quickly.