I’m completely fascinated by stats and metrics. I’m not sure what it is, but it’s like a drug for me. Looking at charts of what’s happening on my blog is like a little shot of adrenaline. Turns out that this isn’t just true for me. It’s true for many bloggers.
So, of course I was interested when I got an email talking about SOAPware EMR’s quality metrics. Ok, so I was a little misled by the title. At first, I thought I was going to see some really interesting metrics on how SOAPware EMR had improved the quality of patient care that was provided. I expected some really interesting initiatives and collaborations with doctors around improving patient care. Instead, it was a post about the quality of support that SOAPware offers their clients.
While not quite what I was hoping to see, it’s still really interesting to have a high level view of the type of support an EMR vendor offers. Finding an EMR company that provides top notch support is an essential part of selecting an EMR and I commend SOAPware for making what appears to be a sincere effort to measure and improve the support they offer.
Of course, they stopped short of publishing what would be the most interesting part of the survey results. Yes, I’m talking about the narrative answers to the question: “Any additional comments” That would likely be a pretty interesting read. They do address them generally when they say, “The negatives that we currently see in the comments are most often about appointments with support that were late, or return calls that had delayed response times. These are part of our growing pains, and we are taking actions to address these issues.”
I love seeing EMR companies taking a pro active role in providing great support for their EMR. Trust me. You don’t want to be using an EMR where you can’t get support from your EMR vendor.
“It’s true for many bloggers.” Guilty as charged. In fact, I probably need to check those figures right now….
Great link: I’m often more interested in level of support a product offers than how “perfect” it is. No matter what program it is, I figure they’ll be some bugs. What I worry about is how to fix them when they’re encountered. That sort of paradigm (anticipating problems rather tahn a lack thereof) was excellently written about last week over at The Health Care Blog. It’d be interesting to see some metrics on how level of support influences physician purchase, or reasons for switching vendors/products.
Thanks for the link to the article. Completely fascinating write up and applies to so many aspects of life. I might have to go and read it again.
The reasons for switching products is the most interesting to me. I’ve always found it interesting to hear why people are switching. Imagine what that will be like once there’s broad EMR adoption. That’s why this blog should be around for a long time to come.