What Really Differentiates EMRs?
by Leigh-Ann Renz, 6.6.13
One of my favorite EMR bloggers, John Lynn, recently wrote about what really differentiates EHR/EMR vendors like PIMSY. I was struck not only by the candidness of the post, but also by the ways in which PIMSY meets each of the criteria he describes:
Efficiency – PIMSY was designed by and for mental and behavioral health care providers, and most of the functionality that has been added since its creation has come directly from the feedback of our clients. PIMSY wasn’t created as part of the Meaningful Use craze just to gain users access to incentive money: it was thoughtfully mapped out to provide the smoothest workflow possible for the people actually using it. Our clients have given us plenty of feedback about how PIMSY has increased their productivity, saved them time and increased their efficiency:
“Navigation is a breeze and getting assistance is excellent….love love love PIMSY . . . it is so efficient in so many ways, and superbly organized.” ~Liz Branscum, LPC
“Having worked with other electronic medical record programs I can honestly say that PIMSY is incredibly user friendly, and the customer service has been outstanding!” ~Marisa Thompson, Medical Records Assistant
“It’s great! Very easy to use, streamlined, simple, fast, and allows me to have all the info I need regarding my clients at my fingertips. I love it. It is a million times better than other systems I have used in the past.” ~Charity Smith, QP
“PIMSY more than pays for itself by streamlining my office, improving efficiency and reducing billing times.” ~Seth Haney, Business Owner
Training and Support – This is one of PIMSY’s greatest strengths, so much so that I’ve featured it in previous blog posts: PIMSY’s incredibly comprehensive training and support are included in its cost, and you won’t find a better team to work with. We offer our clients an exceptional support framework, which includes: a live person answering support calls (or an incredibly quick call back if our support team can’t pick up, usually within the hour); email support; and a separate support site, featuring over 60 training videos, user forum, FAQ, ticket tracking and user resource center.
You’ll notice that the quotes above feature our customer service, and the PIMSY testimonials page is chock full of satisfied client feedback. As John Lynn pointed out: “EHR is not plug-n-play software. There’s more to an EHR implementation than just plugging it in and going. It requires some configuration and learning in order to use an EHR in the most effective way.” PIMSY provides all of the necessary tools and training to gain the most out of using it. One of our clients put it best: “I don’t care if you have the best program in the world, if you can’t use it, then it doesn’t help you. PIMSY has the features that I need and the customer support to teach me how to use them.” ~ Seth Haney, Business Owner
Quality of Care: This corresponds with how the EMR approaches its relationship with its users/clients. “Does the doctor, practice and hospital feel like a partner of the EHR company or are they a distant customer. You can imagine which situation is better than the other. This relationship will matter deeply as you run into problems that are unique to your environment. I assure you that [these] problems will come.” (John Lynn)
Because of PIMSY’s excellent hands-on approach to customer service, we strive to cultivate an exceptional relationship with our clients, and we go above and beyond to ensure that their needs are met in the best way possible, even if the problems encountered have nothing to do with PIMSY itself: “Thanks for all of the support that you and your staff have offered. Your endless intervention with the insurance companies on our behalf has been truly impressive and incredibly helpful. You have treated us as if we are your only customer. I realize that this must be a very busy time for you and greatly appreciate your commitment to our practice.” ~Dr. Michelle Rinella, Business Owner
Not only do we provide a very high level of support, but we reach out to our clients often, providing them with newsletters about issues that affect their practice; webinars for new PIMSY functionality; and frequently requesting their feedback. We’ll then implement new features based on the responses. PIMSY’s new releases are based on what our clients are requesting, and the system evolves based on the experience of its users.