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.