Client Spotlight: Fairview Health Services

How Fairview meets users where they are to improve Epic training and usability

Fairview Health Services, a large integrated health system formed in 2019, faced a growing challenge: how to ensure consistent, effective use of Epic across a complex and expanding organization. Training was fragmented across modules, tip sheets, and systems, making it difficult for clinicians to find relevant guidance when they needed it. As the organization prepared for system-wide Epic consolidation, it became clear that traditional training alone would not be enough to improve performance at scale.

Initially planning a gradual move to hybrid learning, Fairview accelerated its strategy dramatically when COVID-19 disrupted classroom training. What was intended to be an 18-month transition became a seven-day pivot to digital-first learning. This shift forced a broader rethink: training needed to move beyond delivery and become embedded directly into the way clinicians work.

With uPerform, Fairview centralized its learning content into a single Learning Library and began embedding support directly into Epic workflows. Instead of requiring users to search through large libraries of generic content, clinicians could access role- and context-specific guidance in real time. This reduced friction, eliminated content overload, and aligned learning with actual tasks—creating a more efficient and intuitive user experience.

This approach proved especially valuable as Fairview managed continuous change across its Epic environment, including major rollouts, upgrades, and workflow updates. By combining rapid content creation with targeted, in-workflow delivery, the organization was able to keep training aligned with evolving systems while reducing the burden on both educators and end users.

“

The uPerform Learning Library gave us a central repository for all of our learning collateral, so with one click in Epic our users can get all of their learning materials from one central platform.

“

– Derek Harley, Learning & Development System Manager

Most importantly, embedding learning into workflows created measurable improvements in EHR performance. Fairview increased adoption of key workflows—such as eConsent, which rose from 7% to 87%—while also improving engagement with Clinical Practice Model content. At the same time, clinicians spend less time in training, training teams reduced content creation effort, and the organization scaled support across thousands of users and ongoing system changes while reducing time and costs associated with training.

As Fairview continues its journey with self-paced virtual learning, the organization continues to uncover insights that support its new strategy. At the 2025 Arch Collaborative Learning Summit, Fairview shared insights comparing “deep adopters” of learning resources (users who leveraged all three offerings available in uPerform – F1 Dashboard, Learning Library, and Support Chat) to non-users. They discovered a:

• 27% improvement in agreement that ongoing training is sufficient
• 10% improvement in agreement that training is workflow-specific
• 28% improvement in agreement that changes are well communicated
• 15% improvement in agreement that the organization delivers well
• 38% improvement in agreement that EHR support is timely

The findings signal a clear trend – more engagement with training materials correlates with happier, more informed, and more efficient clinicians.

Today, Fairview has moved beyond traditional training to a performance-driven model of learning. By delivering the right guidance at the moment of need within Epic, the organization has built a scalable system that improves adoption, efficiency, and user experience—while supporting continuous transformation across its EHR environment.

Further Reading

Want to learn more about Fairview’s journey? Dive into these client stories for more in-depth reading of Fairview’s results and strategies: