THE FOX REHABILITATION STORY

Modernizing a Business-Critical EHR for More Than 4,000 Frontline Clinicians

FOX Rehabilitation is a private healthcare practice that provides in-home physical, occupational, speech therapy and wellness services for older adults. Founded in 1998, FOX specializes in Geriatric House Calls, with therapists traveling directly to patients’ homes to help them regain strength, reduce fall risk, and maintain independence.

Its therapists rely on Raintree as its electronic health record system (EHR) for patient scheduling, clinical documentation, reporting, billing, and patient engagement. It provides critical infrastructure for more than 4,000 clinicians to document patients’ skilled care, coordinate care delivery, support billing and reimbursements, and overall reporting.

FOX Rehab has been a Whatfix customer since 2020, using Whatfix DAP on Raintree to give clinicians contextual guidance and self-service support without pulling them away from patient care. Over time, Whatfix became part of FOX’s broader approach to helping clinicians adapt to ongoing changes in technology and processes.

As Dr. Rachel Read, Director of Enterprise Systems at FOX, explained: “We were throwing all this technology at our clinicians, but we didn’t really have the tools in place to support them through those changes.”

That established digital adoption foundation became especially important as FOX prepared for its next major EHR initiative: moving its clinicians from a customized desktop Raintree environment to the modern, web-based version.

THE CHALLENGE

Moving More Than 4,000 Clinicians From a Customized Desktop EHR to a Modern Web App Experience

Its Raintree modernization project significantly changed the day-to-day application experience for FOX’s 4,000+ frontline clinicians. Moving from a customized desktop environment to Raintree’s standard web version required users to learn new UI and navigation patterns, updated clinical workflows, and changes to how they completed documentation, communicated with patients, other routine tasks.

For FOX, clinician proficiency was directly tied to transformation value realization. Its therapists needed to become productive in the new application while continuing to focus their time on delivering patient care.

Preparing a distributed clinical workforce for that change was difficult to scale. FOX’s therapists are part of a mobile workforce rather than a traditional brick-and-mortar clinic. FOX clinicians depend on regional directors and local leadership for support, but do not sit in a building where support or hands-on training can be easily administered. 

The migration also created support-volume risk. The team anticipated a spike in EHR questions and support tickets due to the new Raintree rollout and its changes across core patient management workflows. FOX’s small internal IT service delivery model meant EHR-related support tickets carried a risk of not being able to scale to the anticipated increase in ticket volume.

Additionally, FOX needed a mechanism to train clinicians outside a traditional sandbox environment to learn the new system. Provisioning and maintaining conventional training environments at scale for over 4,000 clinicians within a short onboarding period would add administrative overhead, while static training documentation could become outdated as its Raintree clinician training and feedback evolve. 

FOX needed an enablement model that could prepare clinicians for the new web experience, provide post-go-live support, scale across roles and regions, and evolve with the application.

THE SOLUTION

Combining Hands-On Raintree Standard Practice With In-App Guidance and Self-Service Support

FOX extended its Whatfix partnership to support its Raintree Standard transition across the learning and performance lifecycle. The approach combined Whatfix Mirror for pre-use and hands-on training with Whatfix DAP for contextual guidance and support inside the production environment.

Building hands-on proficiency with EHR workflow simulations

FOX implemented Whatfix Mirror to recreate Raintree Standard workflows in simulated application environments, allowing clinicians to practice tasks and learn the new system without affecting live production workflows.

Instead of learning the new web experience primarily through passive documentation or demonstrations, clinicians could work through realistic Raintree workflows step by step and gain familiarity with the application before performing those tasks during patient care.

FOX created 39 interactive simulations across high-value workflows such as:

• Work schedules
• Task training
• RT Connect patient messaging
• Communication preferences

Mirror served as a direct replacement for a training sandbox during EHR training and onboarding for the new, modernized system. This eliminated the need for setup, maintenance, and technical overhead of a training environment. The support and QA team saved a total of 640 hours over the four-month training period for the new EHR system by using Mirror instead of a transitional sandbox.  

Reinforcing workflows inside the live Raintree environment with guided content

After clinicians entered the production environment, Whatfix DAP provided contextual support directly inside Raintree.

FOX built an extensive in-app enablement layer that included 348 articles, 122 Flows, 11 Smart Tips, 5 Beacons, videos, PDFs, and external resources.

These experiences guided clinicians through key workflows, clarified application behavior, reinforced documentation requirements, and surfaced compliance and regulatory reminders when users needed them.

Providing self-service answers inside the EHR with Self Help

Self Help gave clinicians a searchable support experience without requiring them to leave Raintree or immediately escalate a question to IT.

FOX also used AI-powered capabilities within Self Help so clinicians could ask questions in plain language, receive summarized answers, and locate relevant supporting documentation.

As Dr. Read explained: “We’ve utilized AI within Self Help so our clinicians can simply ask a question directly within the EHR system and get an immediate response. It provides a summarized answer and surfaces the relevant articles and documentation they need at that moment.”

THE RESULTS

Accelerated Readiness, Lower Support Dependency, and Measurable Workflow Adoption

By pairing hands-on simulation training with contextual in-app guidance and self-service support, FOX Rehab created a structured path for clinicians to ready themselves for the Raintree Standard experience, practice important tasks before go-live, and receive in-app guidance and self-help assistance after entering production. Here’s a breakdown of its key results with Whatfix:

Accelerated clinician proficiency across core Raintree tasks and workflows

Fox created used Mirror to create 39 simulations across key Raintree tasks and workflows. Clinician user engagement with Mirror simulations demonstrated strong participation and completion across workflows tied directly to clinical and administrative work. For example:

• Its Check Patient Form Status simulation, which trains clinicians to verify Patient Consent to Care documentation, recorded 2,300+ engagements with an 85% completion rate.
• Its RT Connect Send Message simulation, which guides clinicians through secure patient communication workflows, recorded 2,500+ engagements with an 80% completion rate.

Overall, Mirror provided its clinician teams with repeated, structured, hands-on exposure to the workflows they would need to perform in the modernized Raintree environment.

Reduced IT support dependency and reclaimed 7,340 hours over the 4 month EHR transition window

Whatfix Self Help continued to support clinicians after go-live by resolving common questions directly within the EHR.

Self Help handled an average of 1100  clinician queries per day. By deflecting 25% of those routine questions through automated, in-app help, FOX reclaimed over 7,300 hours of working time over the 4-month transition period. common support-ticket activities and engagement with Whatfix content.

Dr. Read summarized the impact: “Thanks to Whatfix, our therapists are self-sufficient and empowered to resolve issues on their own.”

Automated critical EHR workflows

During the transition period, 4 critical EHR workflows were identified as repetitive, multi-step processes needed for onboarding or setup to the new system. These workflows were automated using Whatfix flows that required a single-click initiation by the end user and proceeded through all steps. This eliminated user error or missed steps in the workflow. These Flows were initiated 2,000 times to simplify workflows and reduce user error.

Reinforced workflow changes directly inside Raintree

FOX also used Whatfix to communicate changes and reinforce critical actions inside the application.

For example, a Conversion Note Smart Tip reached 3,243 unique clinical staff members across 44,577 events, helping clinicians meet documentation requirements in specialized cases.

During an urgent Raintree Standard system event, FOX used an in-app alert that generated 2,783 user acknowledgments and a 79.7% engagement rate, giving operations teams a direct way to distribute time-sensitive instructions across the clinical workforce.

Together, Mirror and Whatfix DAP gave FOX a scalable EHR adoption layer around its Raintree modernization, helping clinicians build proficiency with the web experience, find support in the flow of work, and translate its EHR investment into everyday clinical execution.