It’s not very often that we get a healthcare organization administrator calling that is as frustrated as our recent caller was. His name? – Let’s call him “Tim.”
Tim wasn’t our client, but his question was right down our alley.
“Is it normal for healthcare IT support specialists to spend a lot of time and attention on SAN and pretty much ignore the efficiency of an organization’s EMR system?”
When we heard his question, we quietly smiled. – Fortunately, he couldn’t see our smile through the telephone.
You see, we get this question relatively often from healthcare professionals.
Sure, it’s not always SAN that the tech is prioritizing over the EMR system. Sometimes it’s the mobile devices, the internet-based telephone system, or the virtualization technology. But whatever the technician is fixated upon falls far down the list of things that you would like him/her to put their time or energies into.
As we see it, there are several reasons that technology professionals shy away from providing adequate attention to EMR systems.
Reason #1 – Healthcare isn’t their thing.
It’s easy to put “We support healthcare organizations” on a website. It’s entirely another thing to have the experience and healthcare industry expertise to provide adequate support to a fast-paced medical organization.
Reason #2 – They aren’t familiar with your specific EMR solution.
To be fair, there are a lot of EMR management products on the market. A single individual cannot be proficient in them all. This is where hiring a team of multi-discipline, IT professionals is advantageous.
Reason #3 – They don’t want to get sucked into dealing with your EMR vendor for endless hours.
Even though the technicians that you have hired likely charge you by the hour, they still have other clients to get to and other work that needs to be accomplished. They don’t want to get stuck on the phone with your EMR system’s tech support people – or worse, get put on hold while an ill-trained help-desk attendant goes searching for someone with an answer.
Reason #4 – They can’t make any more money by optimizing your EMR experience.
Take a look at your agreement with your healthcare IT support provider. Where is there incentive to keep your EMR system running flawlessly? They have a financial incentive to fix what is broken and to sell you on new software and hardware, but some agreements are structured in such a way that any time spent on EMR system support is revenue-neutral for them at best.
Are you looking for a more strategic approach to supporting your EMR systems? We’d be happy to have a no-obligation call with you to answer any questions you have.
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