Client Case Study: Randolph Health StayWell Senior Care

Client Overview 

Randolph Health StayWell Senior Care is a trusted provider of senior care services, focused on delivering high-quality, patient-centered care while maintaining operational excellence. As a longtime partner of Collabrios Health, StayWell recently completed a major Electronic Health Record (EHR) upgrade designed to improve usability, reliability, and staff confidence across clinical and administrative teams. 

The Challenge 

While StayWell had an established relationship with Collabrios Health, any EHR upgrade carries risk—especially in environments where continuity of care, staff adoption, and regulatory compliance are critical. 

Early in the process, StayWell encountered challenges common to large-scale implementations, including training coordination and change management concerns. Leadership needed reassurance that the upgraded EHR would ultimately deliver on its promise without disrupting care delivery or overwhelming staff. 

“It just got off to a rough start, with the trainings not matching up, which gave me a little anxiety.” 
— Karen Martin, MSN, BSN, RNI, Executive Director 

The Solution 

Collabrios Health worked closely with the StayWell team to address early concerns, recalibrate training, and deliver a highly coordinated go-live experience. The Client Experience team served as a consistent point of accountability, listening closely to concerns, escalating issues internally, and ensuring the team adjusted course rather than pushing forward prematurely. 

When mismatches between training materials, configurations, and permissions were identified, the Collabrios team paused, regrouped, and realigned the approach. Training environments were updated to accurately reflect the live system, configurations were finalized, permissions corrected, and additional hands-on guidance was provided leading into and through go-live.  

Drawing on years of partnership and deep operational expertise, the Collabrios implementation team provided hands-on support, rapid follow-up, and consistent communication throughout the transition. 

The result was a go-live that exceeded expectations and set a new standard for EHR implementations at StayWell. 

The Go-Live Experience 

Despite initial concerns, the EHR go-live was seamless, collaborative, and highly supported—earning strong praise from leadership and staff alike. 

“Our go-live was amazing. You and your team are so wonderful. This was the best implementation I have ever completed—and I think I’m at seven or eight now in my career.” 
— Karen Martin, MSN, BSN, RNI, Executive Director 

Karen also highlighted the responsiveness and dedication of the Collabrios team, emphasizing the value of being heard and supported during a critical operational transition. 

“I appreciate you always being willing to listen and all the follow-up—even with my crazy emails. Everyone has been amazing in helping us work through any issues.” 

The on-the-ground support from the Collabrios implementation team made a lasting impression: 

“Everyone was phenomenal. Hold on to them. They do an amazing job.” 

Results & Impact 

• Successful EHR upgrade with minimal disruption to care delivery 

• Rapid restoration of staff confidence following early implementation challenges 

• Reduced workflow friction, allowing clinicians to focus on care rather than troubleshooting system issues 

• High staff confidence and satisfaction during and after go-live 

• Strengthened trust in Collabrios as a long-term EHR partner 

• A repeatable, best-in-class implementation experience 

The shift from early anxiety to strong post-go-live satisfaction served as a clear qualitative indicator of success. 

Partner Perspective 

“Longtime partners like Randolph Health StayWell Senior Care know that EHR success isn’t just about the technology—it’s about listening, adapting, and showing up when it matters most.” 
— Miguel Delgado, Director of Client Experience, Collabrios Health 

“This upgrade demonstrated what’s possible when experienced teams collaborate closely and stay focused on the people using the system every day.” 
— Miguel Delgado, Director of Client Experience, Collabrios Health 

Looking Ahead 

With the upgraded EHR now live, Randolph Health StayWell Senior Care is positioned to continue delivering exceptional care with greater confidence, efficiency, and support—backed by a partner they trust. 

From a Collabrios perspective, lessons learned during this upgrade are already informing improvements to training alignment, environment readiness, and early engagement for future implementations helping create a more consistent and predictable experience across customers. 

“Thank you again for everything… but I do not expect to do this again in another year.” 
— Karen Martin