This is the second in a series of positive and negative EHR user experiences. This feedback is not directed at any specific vendor or product. The intention is to highlight key issues and benefits experienced by a wide spectrum of EHR users.
Capable IT assistance is critical if using the client-server option. As with any EHR/PM system, is always a work in progress, but my EHR vendor has been responsive to feedback and updates often incorporate suggestions. Training new staff/MDs is easy. For MDs, visits can be slowed by the amount of data entry, but efficiencies in other tasks are markedly improved. In-office communication and accountability for tasks markedly improved with this system. Remote access is very useful, less time at the office (but more time working!).
The support is provided by a third party vendor who is not entirely familiar with the software. They still have not been able to get all of the features working. They will tell us to ask questions on the vendor forums. However the vendor representatives on the forums refuse to answer our questions because the third party vendor is supposed to. Yet the software support charges for this product are much higher than what other products we looked at were charging.
These comments highlight the critical importance of support, whether it is provided onsite for the maintenance of computer hardware or through telephone/online forums. There is no area more important to which you should apply due diligence than support.
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This post is the personal opinion of the author and does not necessarily reflect the official policy or position of the American College of Physicians (ACP). ACP does not endorse a specific EHR brand or product and ACP makes no representations, warranties, or assurances as to the accuracy or completeness of the information provided herein.