My last post on EMR companies holding practice data for ransom was very popular and had some very interesting discussion in the comments. Honestly, every EMR vendor should be considering the impact of the choice to not liberate the data in the EMR.
No, I’m not talking about being loose with the data. HIPAA will come back to bite you if you do that. Plus, no doctor will want to use your system. What I’m talking about is making the data in the EMR available to the doctor. In fact, if your a doctor or practice manager reading this post, you should make this a requirement of the EMR vendor you select. If you already have an EMR vendor, you should work to have them incorporate this feature in their EMR ASAP.
Lest you think that I’m just being pro doctor and not considering the EMR vendor, let me provide you some business reasons why an EMR vendor would want to create a plan to make the data in their EMR available to their doctor in a liberated format.
As one EMR vendor put it:
Bottom line, its a good business practice to provide the data in an accessible manner to the client when and if he/she wishes to move on to another EHR.
Let me add the following:
If you don’t hold the EMR data ransom then you will have a better image in the community.
1. If someone wants to leave and you make it hard, word will travel that you held them ransom and others will be afraid to choose you because they know they’ll be locked in. We all know how tight the medical community is.
2. If you free the data, users will trust you more cause they know they can leave at any time. Plus, they see you’re doing what’s best for the customer. This narrow minded focus on the customer’s needs will certainly carry over into other areas of your application and lead to happy customers who can leave, but won’t have any reason to leave.
3. SaaS EHR vendors in particular should offer this service. One of doctors biggest complaints about SaaS EHR is their fear that their EMR data isn’t stored in their office. What easier way to allay this fear than to provide them a regular copy of their data?
Do NOT underestimate the power of your image with the customer. It leads to happy long term customers, but also leads to future customers. I saw a recent study (which I can’t find right now), but it was amazing to see the amount of influence that other colleagues EMR recommendations made on a doctor’s EMR selection decision. Providing doctors their EMR data which may lose you a few customers along the way, but it will retain and find more customers than you lose.