Hospital EHR Sales Not About Customer Satisfaction

Luke Gilliam offered the following comment about hospital EHR sales that is well worth some discussion:

Most vendors don’t feel any incentive to focus on excellent service. After all, this problem occurs long after a contract is signed and a product has undergone lengthy implementation. Switching costs are high, and not many people want to acknowledge mistakes in an expensive purchase, so there is disincentive inside the organization to address such problems once found. A related problem is that after decades of crummy experiences, users simply expect bad software and support as the norm.

Given the barriers to entry imposed by high switching costs and other factors, a vendor attempting to compete on excellent implementation, service, and usability is by no means guaranteed to storm the market, an unfortunate circumstance for the entire system. Curious to know – can anyone point out EMR vendors that excel at customer satisfaction?

That last question just burns: Can anyone point out EMR vendors that excel at customer satisfaction?

In the hospital realm I think that’s an incredibly tough challenge. I can think of some ambulatory EHR companies that might be able to say so, but as Luke says there are so many factors which make EHR customer satisfaction much less important to a hospital EHR vendor. Eventually I think that will catch up with them, but for now they’re living high on the hog. It’s kind of sad state really.

About the author

John Lynn

John Lynn

John Lynn is the Founder of the HealthcareScene.com, a network of leading Healthcare IT resources. The flagship blog, Healthcare IT Today, contains over 13,000 articles with over half of the articles written by John. These EMR and Healthcare IT related articles have been viewed over 20 million times.

John manages Healthcare IT Central, the leading career Health IT job board. He also organizes the first of its kind conference and community focused on healthcare marketing, Healthcare and IT Marketing Conference, and a healthcare IT conference, EXPO.health, focused on practical healthcare IT innovation. John is an advisor to multiple healthcare IT companies. John is highly involved in social media, and in addition to his blogs can be found on Twitter: @techguy.

3 Comments

  • There is a newer EHR Vendor called CDS Health Tech that is:

    Accessible from Anywhere/Anytime
    Compatible with any Billing System
    Customizable to your Facility
    Extremely Easy to Learn & Use
    Fastest Implementation & Training
    They are incredible!

    There number is 800-689-7899 ex. 928

    Ask for Adrian

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