Some medical practices stand out not only because of their clinical reputation, but also because of how intentionally they build the organization behind the care.

Massachusetts Eye Research and Surgery Institution (MERSI) is one of those practices.

MERSI is a world-class ophthalmology practice established in 2005 in the Boston region by Dr. C. Stephen Foster, Professor of Ophthalmology at Harvard Medical School, serving patients across New England and beyond. MERSI has deep expertise in complex eye conditions and subspecialties including uveitis, retina, cataract, cornea, and glaucoma. The practice combines highly specialized care with the breadth of services needed to support patients in one place.

What makes MERSI so strong starts with internationally recognized doctors in ophthalmology, Dr. Stephen D. Anesi and Dr. Peter Y. Chang, together with a team of physicians and fellows. This clinical depth is supported by advanced infrastructure and clinical processes.

MERSI also stands out for its role in advancing the field. The practice is active in research and clinical trials and promotes an environment that contributes to innovation in ophthalmology, not just day-to-day care delivery.

Its leadership in education is just as notable. MERSI offers advanced fellowship training in complex eye disease diagnosis and treatment, and the institution has trained hundreds of eye surgeons and ocular immunologists who now practice worldwide.

Just as importantly, MERSI’s leadership continues to invest in how the practice operates behind the scenes.

At MERSI, operational excellence depends on much more than what happens in the exam room. Every day, incoming referrals, medical records, authorizations, clearances, lab results, and patient messages arrive through fax, email, and voicemail, creating a constant stream of work that must be reviewed, understood, routed, and acted on by the right team, at the right time. Because this process is closely tied to scheduling, visit readiness, and patient follow-up, managing it well is essential. Without the right systems in place, even strong teams can face delays, missed details, rescheduling, and unnecessary administrative burden.

That is where Carethink came in.

MERSI deployed Carethink to improve how documents and messages are handled across all administrative areas. Carethink receives faxes, emails, and voicemails and turns them into structured workflows. Incoming documents are sorted into the appropriate categories, routed to the right teams, and uploaded into the EHR automatically. Carethink also gives management full visibility into the work as it moves through the organization.

Today, the entire administrative and clinical staff at MERSI connects to Carethink on a daily basis to search and read documentation, perform work, and monitor progress in real time.

The results have been meaningful:

• Significant labor time savings.

• No more lost faxes or forced reschedules.

• Faster processing of incoming documents, without staff needing to read long multi-page faxes to find a few key details.

• Faster response to incoming requests and better follow-up prioritization.

• Full visibility into incoming document work for management.

We are incredibly proud to work with MERSI.

They continually raise the bar for both patient care and the behind-the-scenes operations that support it. It is exactly the mindset that drives real progress in specialty care.