Top Three Annoying Things EHR Vendors Do To Sell

Posted on June 1, 2011 I Written By

Katherine Rourke is a healthcare journalist who has written about the industry for 30 years. Her work has appeared in all of the leading healthcare industry publications, and she’s served as editor in chief of several healthcare B2B sites.

The following is my personal list of pet peeves about the way vendors conduct themselves during the sales process. This comes from observation, not direct experience, as I’m a researcher rather than a techie — but I hear about these issues over and over.

Top Three Annoying Things EHR Vendors Do To Sell
(in no particular order):

1.   Can’t explain how their product actually solves physician problems:  Tech companies can’t help being a little, er, technical when they describe their products, and EHR firms are no exception. Too often, they end up writing their documentation to please their colleagues rather than their customers.  Others, meanwhile, entice customers with shallow nonsense (oh, and I mention spectacular, $200K boothes at HIMSS) then throw a confusing technical mess at buyers when they’re ready to look closer.

2.   Claim their product is a Swiss Army knife: Even the biggest, baddest enterprise EHR package will eventually need significant add-ons such as master data management technology.  Not only that, implementing any high-end EHR product will call for bridging technologies that integrate everything from labs to PACS.

3.  Slack off on support after the sale: Oh, this is a classic one for just about any software vendor, but it’s particularly damaging where EHRs are concerned.  Vendors often overpromise and under-deliver when it comes to tech support. The wise IT manager will evaluate what they need in the way of training and support, then make sure they get absolutely everything on the list.

I’ll be interested to see if you disagree with these, or come up with others. Just shoot me a note at katherine@emrandehr.com.