We’ve all read the headlines. A hospital decides to make the move to a new technology and things don’t go as anticipated. The project timeline was longer than originally projected. The solution in production isn’t working as expected.
Problems like this create additional costs and a loss in revenue. Pretty scary, right? You don’t want your organization to experience the same pain points. So, how do you find the right solution?
Ask questions…and then ask more
It’s important to ask a lot of questions. The more that you ask, the more you learn about the technology and the company behind it. Ask questions like:
- Is it configurable to meet your needs?
- Is it easy to push and pull information?
- Does it provide an audit trail of transactions?
- What kind of reporting does it provide?
- How long does it take to implement?
- Is training provided?
Find a partner
There are LOTS of vendors out there to choose from to provide a solution that meets your needs. Finding a vendor that will partner with you from requirements to implementation and beyond is harder to find. An innovative technology is only half of the puzzle to finding the right solution for your organization. You need a partner with a high level of customer service, knows the healthcare industry’s best practices, and will be there when you need them after go live. Partners are in it with you the whole way.
Flexibility is a necessity
Your organization isn’t single dimensional and neither should your healthcare solution. Find a technology that is more than a “point solution” that only solves a single problem. Great products anticipate and address a client’s unique requirements. They are designed around a framework that allows it to adapt and expand to meet additional requests as they become apparent.
Let the users decide
User acceptance plays a crucial role in the success or failure of a new technology. Successful solutions start with buy in from those who will be using it. It’s important to have the “end users” of your technology involved in the evaluation process. The more involved they are in the beginning, the more they own their part in it. Have them participate in demos and pilot programs, providing feedback along the way.
It has to be easy
There are numerous examples of organizations that have purchased software, implemented it, and then shelved the product while still paying for it. Why? Simply put, it was too hard to use. Choose a technology that makes your current process easier than it is now. Technology should work for you, not the other way around!
Staff training
Development is over, the solution is implemented, and now the fun begins. It’s time for your organization to have fun with the new toy. Solutions with multiple training options make it easier to get all involved using the application in no time. Onsite, web based, and “train the trainer” sessions are great training options.
Short implementation window
A new technology can’t improve your patient outcomes or get you better HCAHPS scores while hanging out in development. The quicker you get the solution implemented, the sooner it can do what it was designed to do – help your organization. Make sure you know up front, what is involved to get the technology live. You want to see that there is a proven process for client implementations. Knowing the timeframe for a typical install helps manage expectations within your organization.
The right healthcare workflow solution is more than just the product. You want an innovative technology supported by a company whose focus is your success. Innovation and responsiveness can make a big difference between the right solution and the wrong one. Why go through the process of choosing a product every time you see a need, if you can select a solution that is the whole package? Remember, it’s about your organization’s needs, not that of the provider. Selecting the right solution for your investment will continue to pay you back year after year.
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Lauren Walling
Lauren Walling is a graduate of Emory University with a degree in Industrial Psychology, as well as an MBA from the John Sykes School of Business from The University of Tampa. She currently sits on the Board of Fellows at the University of Tampa, and is a member of the Healthcare Business Women's Association, National Association of Professional Women, and the Morton Plant Skip Cline Society. Lauren works with large Healthcare Systems implementing Patient Experience Solutions that streamline processes, increase patient experience and improve quality and safety.