Why is Customer Service Important for Your Practice?

Customer Service in medical practice
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In the world of healthcare, electronic health record (EHR) solutions allow practices to accomplish a number of critical goals, all at the exact same time.

Through medical practice management functionality, they allow organizational leaders to optimize their billing in a way that always keeps revenue coming in the door. They act as a patient portal, enabling secure communication between patient and provider from anywhere, at any time, and on virtually any device. They streamline workflows, increase efficiency, and cut costs – and that’s just to start.

There’s a reason why the size of the EHR market is expected to grow from $29 billion in 2020 to an enormous $47 billion by as soon as 2027. The potential improvements this technology can allow you to make to your practice and to the patient experience are practically limitless.

But when you’re talking about a solution this powerful, you need to look for a vendor to do something more than just make a sale and leave you to fend for yourself. To get the most out of such a crucial investment, you need more than just basic EHR support. In reality, customer support is not a recommendation for your medical practice, it’s a requirement. This is true for a wide range of different reasons, all of which are worth exploring.

Why Do You Need Customer Support for Your Independent Practice EHR?

To get an idea of why you absolutely need proper customer support for your independent practice EHR, consider the sheer volume of services that providers like Bizmatics and others offer as part of a standard “EHR go-life support offering.”

Any company can sell you a piece of software. They may answer a few of your questions and provide you with licenses, but everything else will likely fall to you. Bug fixes. Troubleshooting. Updates. Upgrades. User support. You may need any one of these things at any hour of the day or night. If you don’t have a provider willing to explicitly offer this on an around-the-clock basis, all of the above and more falls to you and you alone.

Many companies offer things like:

  • Full scheduling for your actual deployment and on-the-day support to make sure everything goes smoothly.
  • Staffing assessments (which are sometimes virtual and sometimes on-site). This is to help make sure that your employees are properly trained and that they’re getting the most out of your EHR.
  • Access to resources like knowledge bases, eBooks, white papers, and more so that you and your users can tap into the full potential of your EHR.
  • A help desk/ticketing system (at the bare minimum) so that users can put in their own support requests for timely validation and troubleshooting.
  • Support for any product updates or necessary upgrades moving forward.
  • Overseeing the design of templates and other assets that are unique to your practice.
  • The customization of workflows to maximize the efficiency of your independent practice from day one.
  • Assistance with database migration and more to make sure the initial deployment goes off without a hitch.

Even if you only see patients from 9am to 5pm, your EHR needs to be available 24/7/365. Because of that, there’s no telling when you might have a question or concern regarding things like project management, customization, or even new user training. So why is customer service important in healthcare when it comes to EHR? Because you don’t want to worry about these types of things happening.

That way, getting your EHR platform up and running isn’t the end of your relationship with a company. It’s the beginning of something far larger, which is precisely as it should be.

Embracing Efficiency Through Constant Support

Think about it like this. As a healthcare provider, you support your patients 24 hours a day, seven days a week, 365 days a year. If a true emergency happens, late hours or a holiday aren’t going to stop you from doing what you can. To enable you to continue to do that, your EHR vendor needs to approach their own offerings from the same point of view.

That’s why constant EHR support is so pivotal. It removes any barriers that are preventing you from taking care of your patients when you need, where you need, how you need, which is exactly as it should be.

It’s also no secret that for an independent medical practice in particular, competition is a constant source of stress and anxiety. While there may be a lot of other practices out there that can do what you do, nobody does it quite like how you do it. That’s not just how you attract patients – it’s how you retain them for the long haul as well.

According to one recent survey, about 71% of patients said that having a good patient experience is critical to their health and is overall important to them. 64% of people said they want to know that their physical needs are being taken seriously and patient experience is a big sign towards that end. Two out of every three patients who responded to another survey reported a bad healthcare experience in 2021 alone. Not only does this make them less likely to return to that same provider, it actually makes it more likely that they’ll go directly to a competitor. That is, if they don’t just drop out of the healthcare system entirely.

This tells us that the quality of customer service for patients is a top concern when someone walks through the door. It’s your key to helping someone improve their health and separating yourself in a crowd at the same time. That’s also why EHR support from a trusted partner and vendor makes such a difference. Rather than spending so much of your time on trying to make your EHR system work, you have someone else to do that for you. That way, you can devote the maximum amount of your attention where it belongs: on the patient and your relationship with them that you’ve already worked so hard to build.

Key Takeaways

  • Your medical practice needs to be available to support patients 24/7/365. Your EHR should empower your ability to do that and your EHR vendor should offer the customer support needed to make that happen.
  • Your relationship with an EHR vendor shouldn’t end at the point of sale. Ongoing support should be part of the value they’re offering you.
  • The more supported your EHR is, the more supported your practice is. This allows you to meaningfully improve the quality of the patient experience.
  • That patient experience can not only help generate more revenue, but it can become a core part of your competitive advantage as well.

PrognoCIS: Supporting You So You Can Support Your Patients

At Bizmatics, we’ve always believed that modern practices require modern healthcare solutions at the heart of their efforts. They don’t need an off-the-shelf piece of software that everyone else is using. They need a tool built from the ground up with them in mind. Both powerful enough to meet the needs of today while malleable enough to adequately prepare for the challenges of tomorrow.

But that level of sophistication requires more than just another software vendor. It demands a partner in every sense of the term. One that can help you get the most out of such an important investment. One that can show you the unique applications of features like revenue cycle management and medical credentialing. Over the years we’ve proudly stood by medical practices in specialties like allergists, cardiologists, radiologists, chiropractors, cosmetic surgeons, and more. All have enjoyed a level of care and attention to detail they are unable to find anywhere else and we’re honored for the opportunity to do the same for you, too.

If you’d like to find out more information about why EHR customer support is so important for your practice, or if you just have any additional questions you’d like to go over with someone in a bit more detail, please don’t delay – contact our team today.

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