In the dynamic world of health care, Electronic Health Record (“EHR”) systems are pivotal in ensuring seamless patient care and efficient operations. However, what happens when an EHR vendor fails to meet the expectations of health care providers? Effective vendor management becomes crucial in such scenarios. Here’s a comprehensive guide on how to handle an underperforming EHR vendor.
Identifying the Issues
The first step in managing an underperforming EHR vendor is to identify the specific issues. Common problems include:
- System Downtime: Frequent outages can disrupt patient care and administrative tasks.
- Poor User Experience: A non-intuitive interface can slow down workflows and frustrate staff.
- Lack of Support: Inadequate customer service can leave issues unresolved for extended periods.
- Compliance Concerns: Failure to meet regulatory standards can put the health care facility at risk.
Communicating Concerns
Open and transparent communication with the vendor is essential. Schedule a meeting to discuss the issues and provide specific examples. Use data and feedback from your staff to illustrate the impact of these problems on your operations and patient care.
Setting Clear Expectations
After discussing the issues, set clear and measurable expectations for improvement. This could include:
- Performance Metrics: Define acceptable levels of system uptime and response times.
- Support Response Times: Establish timelines for resolving different types of issues.
- User Training: Request additional training sessions to help staff better navigate the system.
- Compliance Updates: Ensure the vendor is up-to-date with the latest regulatory requirements.
Monitoring Performance
Implement a system to monitor the vendor’s performance against the agreed-upon metrics. Regularly review these metrics and provide feedback to the vendor. This ongoing evaluation helps ensure that the vendor remains accountable and continues to improve. If the vendor’s performance continues to fall below acceptable standards, document all issues in the event you need to terminate the contract based on nonperformance/breach by the vendor.
Exploring Alternatives
If the vendor fails to meet the agreed-upon expectations despite repeated efforts, it may be time to explore alternative solutions. Consider the following steps:
- Market Research: Investigate other EHR vendors and their offerings.
- Vendor Evaluation: Use a checklist to evaluate potential vendors based on your specific needs[1][2].
- Cost-Benefit Analysis: Assess the financial implications of switching vendors, including potential downtime, potential early termination fees and training costs.
Negotiating Contracts
When selecting a new vendor, ensure that the contract includes clear performance metrics and penalties for non-compliance. This can help protect your organization from future issues and ensure a higher level of service.
Practical Takeaways
Managing an underperforming EHR vendor requires a proactive and structured approach. By identifying issues, setting clear expectations, monitoring performance and exploring alternatives, health care providers can ensure that their EHR systems support their mission of delivering high-quality patient care. Effective vendor management not only resolves current issues but also fosters a culture of accountability and continuous improvement.
If you have any specific questions or need further assistance on this topic, please contact:
- Mark Branstetter at mbranstetter@HallRenderAS.com or (615) 423-6651; or
- Your primary Hall Render Advisory Services contact.
Hall Render and Hall Render Advisory Services blog posts and articles are intended for informational purposes only. For ethical reasons, Hall Render attorneys cannot—outside of an attorney-client relationship—answer specific questions that would be legal advice.
References
[1] The Complete Guide To Selecting An EHR Vendor – Azalea Health
[2] 25 questions to ask EHR vendors (free checklist) – The Intake
