When critical incidents took days to reach the right people, patient safety was at risk. Central Florida Health Care needed a faster way to capture and act on what mattered—before small issues became big problems. By partnering with Performance Health Partners, they transformed their incident response time from days to hours, doubled reporting volume, and gave staff the confidence to speak up.
As an FQHC serving thousands of patients—many uninsured or underinsured—Central Florida Health Care (CFHC) is the final safety net for vulnerable communities. For Jessica Gandy, Director of Corporate Compliance, and Caitlyn Britt, Risk and Compliance Coordinator and Safety Officer, ensuring patient safety across 17 sites meant staying ahead of incidents—before they escalated into harm or costly claims.
But until recently, their incident reporting process was stuck in the past, dragging down their incident response time and leaving safety issues unresolved for days.
“Staff had to fill out a multiple-page paper form, then courier it to us,” said Caitlyn. “If something happened on a Friday, we might not see it until Monday. We were constantly chasing reports and filing them in huge binders. It was time-consuming, and sometimes critical details slipped through the cracks.”
This cumbersome system discouraged staff from reporting at all. Incidents that should have been documented and investigated never made it past the clipboard—putting patients, staff, and compliance at risk.
CFHC knew they needed more than just a digital form. They needed a system staff would actually use, one that would improve incident response time, transform their safety culture, and empower teams to speak up without hesitation.
“When we saw Performance Health Partners’ demo of their incident management system, it was clear they understood how healthcare really works,” Jessica explained. “We didn’t want a rigid system we’d have to fight against. PHP gave us flexibility to tailor everything to our processes—and their team was ready to help us every step of the way.”
Transitioning 17 clinics from paper to digital reporting might sound daunting, but CFHC’s rollout with PHP was refreshingly fast and intuitive.
“In weeks, our staff were submitting reports from their desktops, tablets, even phones,” said Caitlyn. “The forms are simple, mostly checkboxes and short-form answers—no long paragraphs or confusing fields. That alone removed so much hesitation.”
Today, incidents that once took up to 20 minutes to document can be reported in just a couple of minutes. And instead of reports coming in from “here, there, and everywhere,” each one routes automatically to the right managers and compliance leaders in real-time.
The difference has been remarkable. CFHC’s measurable gains include:
“Before PHP, we were drowning in paperwork and unnecessary reports,” Jessica shared. “Now, our dashboards show us exactly what matters. We can see if one hallway has multiple falls, or if a patient keeps behaving aggressively. We act on patterns instead of reacting to chaos.”
Patient falls are one of CFHC’s top reported incidents. In the old system, staff would call multiple people, fill out paper, and wait days for a follow-up.
“Now, if someone falls in the parking lot, for example, leadership can submit a report immediately, and we start investigating within minutes,” said Caitlyn. “We pull security footage, gather witness statements, and close the loop that same day.”
This instant notification system has become vital for all high-risk events—including dealing with disgruntled patients who threaten staff or property.
“Knowing we can respond right away makes everyone feel safer,” Jessica added. “Our staff trust that when they speak up, they’re heard.”
CFHC credits not just the technology—but the people behind it.
“The customer service is absolutely unmatched,” Jessica emphasized. “If we need a new form or want to tweak a workflow, PHP’s team jumps on it that day. I’ve used bigger, more expensive incident reporting systems in previous roles—and none compare. With PHP, we feel like a priority, not a number.”
With incident reporting now proactive and paperless, CFHC is turning more focus to analyzing trends, preventing repeat issues, and sharing lessons learned systemwide. And they have no plans to slow down.
“PHP has given us the tools and confidence to keep improving,” said Jessica. “We’re not stuck in the past anymore. We’re building a culture where safety is everyone’s job—and where no concern goes unheard.”
|
Metric |
Before PHP |
After PHP |
|
Average time to submit report |
12–20 minutes |
2–3 minutes |
|
Resolution time |
3–5 days |
1–2 days |
|
Reporting volume |
Baseline |
Doubled |
|
Low-risk noise in data |
400+ unnecessary reports/year |
Cut by half |
See how Performance Health Partners can help your organization respond faster, reduce risk, and empower your staff to speak up. Book a personalized demo of our best-in-class incident management system today.