Any healthcare solutions provider worth their salt knows that the customer experience can make or break the success of an IT system. The most sophisticated software means very little if the solution doesn’t fit in with clinical and operational needs or if facility staff aren’t properly trained.
For example, right now, Athens Regional Health System is in the middle of trying to navigate physician frustration and patient endangerment blamed on an EHR implementation. The system was considered too “aggressive” by hospital physicians and could have been the root of communication problems that lead to medical errors.
With some planning though, there are ways to keep the needs of your healthcare customers and users in mind, as well as boosting long-term satisfaction of IT for your clients — and better client relationships for you.
Maintain (And Apply) Best Practices
Best practices in IT are a given, but healthcare can offer up some challenges that you’re less likely to see in other industries. You probably have your own standards, but a report (available from Healthcare IT News) offers some good starting considerations for refreshing and improving what you already have in place.
Remember The People
Think of the customer — and ultimately, the patient. This means being mindful of the hectic nature of healthcare work and communicating with staff and clinicians in ways that involve them and provide comprehensive information while not overburdening them with unnecessary jargon. Ultimately though, the entire IT backbone of any healthcare entity is about the patient. Make an effort to relate to your clients that you both understand, and are on board with the industry shift toward a patient-centered focus, and you’ll put a lot of their concerns at ease before they even arise.
Looking to go deeper into customer satisfaction when implementing your next EHR project? Familiarize yourself with some of the challenges that your clients are facing around EHR adoption requirements, and read up on new research on EMR software applications and customer satisfaction trends in this study from TCS Healthcare Technologies.