EHR Support: You are not alone…or are you?

Have you ever called your EHR customer support line and been unable to speak with a live representative? Have you ever been directed straight to voice mail? Or to untrained personnel overseas reading a script? Have you ever been told that your call will be responded to sometime within the next 48 hours?

When you contact support, isn’t it because you need support NOW?

So, are you alone when it comes to EHR support?
Dependable support can mean the difference between your practice running smoothly and productively, and your practice running behind schedule, bogged down by technical system inefficiencies or even complete failures. Knowing that your practice is in good hands if any issues or questions arise will give you and your staff peace of mind and confidence in your success.

Here’s a list of the most important support-related items your practice should consider when selecting an EHR system:

1) Vendor support reputation – Find out if the vendor delivers on its promises. Seek support feedback from the vendor’s clients, investigate KLAS ratings (if applicable), and do not hesitate to ask as many questions as you see fit.

2) Availability/Dependability – What is the availability of your potential EHR vendor’s support team and how dependable are they? What is the typical turn-around time for support requests? Ask about support hours: Are they 24/7/365? How do they handle emergency support needs? Just as important, how do they define an emergency?

3) Location of the support team – Is the EHR vendor’s support team domestic? International? If the vendor’s support team is international, are they reading from scripts, or do they intimately understand the functionality of the EHR? Do they have the knowledge to quickly resolve your issue?

4) Size of the support team – The EHR vendor you’re considering should have a large enough support team to effectively manage the size of their client base. You don’t want a vendor’s bandwidth challenges to limit or delay the support that your practice needs when it needs it.

5) Experience of the support team – An EHR vendor with a seasoned support team is very important. How many years of experience does the average technician have at the company? Are the technicians Microsoft certified? Do they have other advanced certifications? The depth of knowledge s/he has translates to how quickly and effectively a problem can be resolved.

6) Support terms – What is included in the support terms? What is not included? Be sure you have a complete understanding of your support terms. This will help you avoid any “surprise” fees from your EHR vendor.

Superior support is an important consideration when selecting an EHR system. Reliable and timely support from your EHR vendor allows your practice to run smoothly and successfully, and it allows you to focus on providing exceptional patient care.

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