“I don’t know what we went through before Heidi.”
When Lindsay Maurer talks about her nurses, her pride is obvious. “They’re incredible,” she says. “They work nights, take hundreds of calls, and still find ways to care deeply for every resident they support.” Lindsay leads the after-hours RN team at Legacy IHP Solutions, a subsidiary of Edgewood Healthcare. The organization started small, with a handful of nurses covering a few senior living communities across the upper Midwest. Over time, it grew into a trusted partner for dozens of facilities, including the North Dakota Department of Health and Human Services.
Legacy’s mission is to make sure residents get high-quality, timely care at night while reducing unnecessary ER visits and improving quality of life for both staff and patients. But as the organization expanded, the workload increased dramatically.“Our call volume is massive,” Lindsay says. “The Legacy Medical team handles upwards of 200 calls a night and being unable to add additional staff, the team was already operating at full capacity.”
The Challenge
The issue wasn’t just the number of calls. It was everything that came after them. Each conversation required typing detailed notes, integration and communication between systems, and juggling multiple screens while still focusing on the customer. “You can’t give someone your full attention when you’re documenting at the same time,” Lindsay explains. “Something always suffers — either the care or the charting.”
Nurses were staying late to finish notes due to an increasing call volume with less time for documentation. “It wasn’t sustainable,” says Lindsay. Then one of the nurses mentioned something they had seen elsewhere: Heidi.
A Simple Start
Legacy started with a small pilot using Heidi, beginning with two of their most experienced nurses. The setup was easy and quick. “All they had to do was hit the transcribe button and forget about it until after the call,” Lindsay says. “That’s literally it.” Within days, the nurses were asking for more. “As soon as they used it, they were like, ‘Can we use it for more than five notes?’”
“With Heidi, it’s just been amazing. We can have our conversations, look in the record, not have to be looking at another screen, and really do a better assessment.” The team refined a shared note template that fit their workflow, keeping documentation consistent and professional. If a transcription was missed, nurses could easily upload a RingCentral recording into Heidi to generate a note.
Real Results
The results came quickly. In just a few months, Legacy’s 22 nurses created more than 41,000 notes in Heidi, reaching an 85% average adoption rate. Together, they have saved over 2,000 hours of documentation time. “We’re faster but we’re also more efficient,” Lindsay says. “It’s more thorough, better.”
With just two on-call nurses and one charge nurse, the team can now efficiently handle upwards of 200 calls nightly without changing the staffing pattern. The notes are consistent, concise, and easy to review. “It’s just the main information, not a lot of extra unnecessary things," Lindsay says.
Happier, Healthier Nurses
For Lindsay, the biggest change is how the nurses feel. “It’s given those RNs back their family lives and home lives. They really appreciate us for that.” With Heidi handling the note-taking, nurses can finally take breaks and go home on time. “Morale overall is better too,” Lindsay says. “There’s a lot less carpal tunnel.” Heidi didn’t just make charting faster. It made the job feel manageable again.
Smarter Growth
Heidi also helped Legacy grow responsibly. “It has enabled the team to manage a higher call volume without adding additional staff.” The improved consistency in documentation has also made a difference for providers who review notes. “Professional-appearing notes that are concise and easy to look through,” Lindsay says. Nurses are more focused during calls, and providers have a clearer picture afterward. Everyone benefits.
What’s Next
As Edgewood transitions to a new EHR, Lindsay hopes to integrate Heidi even more deeply into their workflows. That would make charting even smoother and more standardized across facilities. But for now, Lindsay is just grateful for how far they’ve come. “I don’t know what we went through before Heidi,” she says.
“It has become an integral component of delivering high-quality nursing care for the Legacy team.”
