CHIME Innovator of the Year Dr. Priscilla Frase Says Passion, Listening & Creativity Can Lead to Big Wins, Even in Resources-Strapped Rural Environments

Dr. Priscilla Frase, CMIO and hospitalist at Ozarks Healthcare, is a champion for innovation and collaboration in rural health systems. As a leader at a 114-bed independent hospital with 28 associated clinics in South-Central Missouri, Frase has faced the challenges of limited resources head-on, transforming the organization’s approach to health IT.

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Through a combination of creative partnerships, a patient-centered vision, and a passion for progress, Frase has proven that small organizations can achieve big results. Her efforts have not only enhanced provider satisfaction but have also earned her national recognition, including the CHIME Innovator of the Year Award and the HIMSS Senior Executive Changemaker Award.

A Data-Driven Approach to EMR Optimization

At the heart of Frase’s success is her commitment to improving the EMR experience for clinicians and staff. One of her most impactful initiatives began with participation in the KLAS Arch Collaborative, a program that surveys end-user satisfaction with EMR systems and provides actionable insights for improvement.

“We started by gathering data on how we were doing with EMR satisfaction across the organization—physicians, mid-levels, and nursing staff,” Frase explained. “From there, we could act on that data, implement changes, and remeasure to ensure continued progress.”

Ozarks Healthcare consolidated multiple EMR systems into a single platform, Meditech Expanse, which led to significant improvements across clinical areas, including ambulatory care, acute care, and behavioral health. Frase attributes much of this success to the organization’s willingness to listen to feedback and make targeted adjustments.

But achieving these results wasn’t without challenges. Small organizations often struggle to allocate resources for initiatives like EMR optimization. Frase shared that, at one point, she was so committed to participating in the Arch Collaborative that she considered paying for it out of her own pocket. “Anything you add to a budget in a rural health organization is a line item that’s ready to be cut,” she noted.

Frase’s persistence paid off, as the collaborative not only helped improve EMR satisfaction but also demonstrated the value of investing in data-driven solutions. “When the passion is there to do what’s best for the organization and the providers, you find ways to make it work,” she said.

Building Meaningful Vendor Partnerships

Frase has also made strides in fostering productive relationships with vendors, turning what could be purely transactional interactions into mutually beneficial partnerships. For her, the key lies in collaboration and communication.

“I’m always willing to help vendors if their product is good for our organization,” she said. “That might mean participating in webinars, writing white papers, speaking at conferences, or giving feedback to improve their product.”

This approach has given Ozarks Healthcare an edge when negotiating with vendors, particularly as an early adopter of new technologies. By demonstrating her willingness to provide constructive feedback and assist in refining products, Frase has been able to secure solid pricing and terms for the organization.

She stressed the importance of following through on commitments. “One thing I hear from vendors is that some organizations promise to participate in user groups or provide testimonials but don’t follow through. When you consistently deliver on your commitments, vendors see you as a trustworthy partner,” she said.

Frase also emphasized the importance of being both candid and professional when providing feedback, even when it’s critical. “Vendors have told me, ‘You give negative feedback better than anyone else.’ It’s about being constructive and helping them understand your pers...