Florida Orthopaedic Institute Outcomes

What Happens When We Don't Leave After Go-Live

A look at how Florida Orthopaedic Institute onboarded 230 providers in 10 weeks — with proactive support at every stage and engagement growing week over week.

230
Providers
onboarded
103
Power Users
by week 10
+72%
Engagement growth
per provider
50%
Power User
rate
The Partnership Timeline: Proactive at Every Stage
We didn't wait for support tickets to tell us where the friction was. We already knew.
Before Launch
Understand
and Prepare
1hr leadership call to map real workflows
Specialty-specific nuances documented
Notion pre-work page built for staff
Account setup instructions sent in advance
Weeks 1-2
Launch
and Train
16 group sessions, 4 per day over 2 weeks
Max 20 providers per session
Real-time Q&A built into every session
First 1:1 calls scheduled within days
Weeks 3-6
Respond
and Reinforce
22 individual support calls completed
49 emails answered, 1 to 2 day response time
At-Risk segment flagged and monitored
Leadership check-ins as needed
Weeks 7-10
Track
and Sustain
103 Power Users, 45% of all providers
Engagement growing, user count stable
At-Risk declining week over week
Peer knowledge sharing emerging organically
The honest story: friction was real, the response was faster
What We Saw
Providers new to AI documentation needed a hand getting started
Template customization kept coming up as a sticking point
Eval goal generation wasn't landing right for a subset of users
Double-booking and multi-patient workflows needed clarity
57 users showing at-risk patterns at peak
What We Did
Scheduled 1:1 calls within days, not weeks, of issues surfacing
Responded to every email within 1 to 2 business days
Flagged at-risk users in reporting and kept leadership in the loop
Ran optional follow-up group sessions for common questions
Encouraged peer-to-peer sharing within FOI teams
What Happened
At-Risk users fell from 74 to 57 and held steady
Power Users grew every single week, now sitting at 103
Engagement per provider up 72% after headcount stabilized
Support volume stayed flat, no escalation spiral
The "Trying It Out" group nearly disappeared
Adoption Stage Migration
The cohort is maturing. Power Users now sit at 50% while "Trying It Out" has nearly disappeared.
103
Power Users (wk 10)
57
At Risk (wk 10)
50%
Power User Rate
28%
Still At Risk
Engagement Intensity Per User
After headcount stabilized, usage per provider kept climbing. That is not habit. That is value.
15.6
Visits/User (wk 10)
2.3
Hrs/User (wk 10)
+72%
Visits/User Growth
At-Risk Declined As Power Users Grew
Staying engaged means problems get smaller, not bigger.
+103
Power Users gained
-17
At-Risk change
Wk 6
Crossover point
10 Weeks, By the Numbers
Not tickets closed. Providers actually helped.
~16
group
sessions
Structured group training at launch
4 sessions per day over 2 weeks, with real-time Q&A built in, not bolted on
22
1:1 support
calls
Individual calls scheduled fast
Booked within days of friction surfacing, not left to resolve on their own
49
emails
answered
Every email responded to within 1 to 2 days
No question left unanswered, no provider left waiting on read receipts
57
at-risk
monitored
At-Risk users flagged, not forgotten
Tracked weekly in reporting so leadership always knew where things stood
What this data doesn't claim: a frictionless rollout or a perfect experience for every provider. What it does show is that friction gets caught faster when someone is paying attention, and that 103 Power Users with growing engagement per provider is what you get when that is the standard. That is what partnership looks like at scale.