Executive Summary
When Portable Practical Educational Preparation (PPEP) sought to modernize its outdated paper-based documentation systems, they found in iCM a true partner for transformation. This IDD EHR case study showcases how iCM's integrated Electronic Health Record (EHR) platform enabled PPEP to streamline IDD operations, enhance direct support staff training compliance, and provide real-time service visibility; all while reinforcing the values of trust, support, and innovation for Arizona-based IDD service providers.
About Portable Practical Educational Preparation
Organization Overview
PPEP has been serving the Intellectual and Developmental Disabilities (IDD) community for over 50 years. What began as a mobile classroom for underserved migrant workers has evolved into a multi-faceted organization providing residential services, day programs, work programs, and youth services across Arizona.
Leadership
Dimetri Gudino, Executive Director,
At the helm is Dimetri Gudino, Executive Director, whose personal connection to the disability services sector deeply informs his leadership. Inspired by growing up with a differently-abled uncle, Dimetri brings not only operational expertise but also a profound sense of mission to PPEP’s work. Let’s dive deeper into how PPEP onboarded iCareManager’s all-in-one EHR solution to revolutionize IDD service provision and care coordination.
The Challenge: Disconnected Systems, Diminished Efficiency
Before implementing iCM, PPEP faced various deeply rooted operational challenges that are common in the IDD services space; especially for legacy organizations managing both scale and service sensitivity.
Paper-Based Chaos:
At the heart of the issue was a paper-driven care management system that couldn’t keep pace with the complexity and agility required in modern healthcare and disability service environments. Important documents, like doctor’s appointment records or updated individual service plans, were often in the hands of individual managers, and sometimes never shared across the organization.
“We were on a paper system. Supervisors would hold onto records and not upload them. That meant only they had access.”
- Dimetri Gudino
This fragmented access led to data silos, redundant communication loops, and risks in service delivery quality, especially when critical care documentation was delayed or missing.
Lack of Real-Time Communication:
Managers had their own way of sharing updates, some used bulletin boards, while others used communication logs. This inconsistency not only hindered organizational accountability but also prevented teams from functioning as a unified care delivery system. Without centralized EHR access, everyone operated in their own silo.
Clunky and Costly Software Alternatives:
When PPEP began exploring EHR software for IDD providers, they found that most platforms were either technologically outdated, module-based in pricing, or required external add-ons for what should be core EHR functionality.
“Everything felt dated. Some systems require you to buy every module separately. It just didn’t make sense.”
Training Management Inefficiencies:
Ensuring all staff from direct support professionals (DSPs) to supervisors stayed compliant on training, was another monumental task. PPEP had previously hired a full-time training facilitator, but even then, tracking and managing training compliance across teams was nearly impossible with the tools available.
The Solution: A Unified, Future-Ready Platform
When PPEP discovered iCM, the difference was immediate and undeniable. From the first demo, it was clear that iCM offered not only a more modern and user-friendly platform; but also a fully integrated EHR solution designed specifically for IDD providers.
True Centralization & Accessibility:
With iCM, information flows seamlessly across roles and levels. Whether it’s a residential manager needing medical updates, or a direct support staff logging daily notes, every stakeholder sees the same real-time EHR data.
“From our executive directors to our staff to the guardians, everyone now has access to real-time, live information.”
This level of data centralization solved PPEP’s information-sharing gaps, improved continuity of care, and eliminated the need for physical document handovers or cross-departmental chases.
Streamlined Communication Across Teams:
iCareManager replaced fragmented internal communications with a digital system where updates, notes, and records are accessible instantly. This transformed PPEP's internal alignment and allowed the organization to deliver service with confidence and clarity.
Fully Integrated Features - No Hidden Costs:
What stood out the most for PPEP was how iCM’s core EHR modules came built-in and fully integrated, without needing to bolt on extra features or pay per functionality.
“Other platforms couldn't compare. Once we saw iCM, we cancelled all other follow-ups.”
The cost savings, combined with a sleek and modern EHR user interface, made iCM the obvious choice for an organization that was looking to not just digitize, but evolve.
Robust Training Automation:
Using iCM’s automated training management module, PPEP was able to reach 95% training compliance, the highest in its 50+ year history. Staff can now self-register for sessions, receive automated reminders, and view their progress - all while managers monitor everything in real time.
“We’ve never had a better training system. Our previous facilitator just couldn’t keep up with the level of detail iCM provides.”
Human-Centered Support That Feels Like Partnership:
PPEP emphasized the importance of ongoing support and here, iCM truly shined. The dedicated EHR support team offered immense responsiveness, empathy, and a problem-solving approach. Even when issues were complex, support staff never hesitated to schedule Zoom calls, record sessions, or escalate promptly.
“It never feels like a burden to reach out. The team is responsive, respectful, and always trying to find a solution.”
Key Outcomes & Impact
Improved Data Accessibility & Communication
With iCM, updates are instantly visible to staff across the organization, from executives to support staff to guardians. Critical records are no longer siloed in paper-based folders or tied to individual managers. Everyone now operates from a single source of truth within the EHR system.
“Now, everything is live. Once you enter the information, everybody has access to it.”
Revolutionized Training Management
PPEP’s training compliance rate surged to 95%, a record high, thanks to iCM’s built-in tools that allow:
- Self-registration for courses
- Expiry notifications
- Management visibility at every level
Even a dedicated training facilitator couldn’t maintain the level of detail and compliance that iCM’s training automation software delivered.
“We've never had a better training module.”
Responsive Support & Ongoing Partnership
Dimetri lauded the iCM team for their attentiveness, quick turnaround, and genuine partnership. iCM’s EHR customer support team is known for offering Zoom calls, walkthroughs, and escalating complex issues with transparency.
“They don't make us feel like a burden. They want to help us succeed.”
Future-Ready: Embracing AI and Innovation
While some IDD care providers still rely on paper systems, PPEP is thinking ahead. Dimetri expressed full confidence in iCM’s commitment to innovation, especially as the platform moves towards AI-powered EHR capabilities.
“We got with iCM because we want to stay current with the times.”
Areas for Enhancement
While overwhelmingly positive about iCM, we did identify one improvement area: communication within maintenance requests. Dimetri advocated for a more conversational, thread-based ticketing update system within existing workflows - a suggestion iCM is taking seriously as part of its continuous EHR improvement roadmap.
Conclusion: A Champion In Progress
Dimetri Gudino and PPEP exemplify the spirit behind high-quality IDD service delivery, elevating the standard of care through innovation, compassion, and strategic partnerships. With the help of iCareManager’s all-in-one EHR solution, PPEP has not only digitized its operations but also scaled its impact across Arizona’s IDD provider landscape.
“For providers out there who aren't using iCM, my advice? Try it. You won't regret it.”
