How to Identify Good vs. Exceptional EHR Support for Dermatology Practices

Running a dermatology practice isn’t just about treating skin conditions; it’s about ensuring every facet of your operation runs smoothly. And let’s be honest, the right Electronic Health Record (EHR) system can make or break that flow. But here’s the kicker: it’s not just about the software itself—it’s about the support behind it. So, how do you know if you’re getting top-tier support from your EHR vendor? Let’s chat about what exceptional support looks like and why it matters more than you might think.

The Mission Matters: Is Your EHR Vendor Invested in Your Success?

Technical Support vs. Customer Success: What’s the Difference?

You might be thinking, “Support is support, right?” Well, not exactly. There’s a world of difference between basic technical support and a dedicated customer success team.

• Technical Support is all about reacting. Got a glitch? They’ll fix it. Can’t find a feature? They’ll point you in the right direction. It’s essential, but it’s just the tip of the iceberg.
• Customer Success, on the other hand, is proactive. These folks are in it for the long haul. They don’t just want to solve today’s problem; they want to help your practice thrive for years to come.

Questions to Ask Yourself:

• Does your vendor reach out with tips to improve your workflow?
• Are they helping you plan for the future, not just putting out fires?

If the answer is no, you might be missing out on a partnership that could elevate your practice.

A Personalized Touch: Cookie-Cutter EHR Support Just Doesn't Cut It

Let’s face it: every dermatology practice is unique. Your patients, your staff, your challenges—they’re all yours. So why settle for a one-size-fits-all approach?

What Personalized Support Looks Like:

• Tailored Training: Instead of generic tutorials, you get training sessions designed around your specific needs. Maybe you’re struggling with the billing module or need a deep dive into patient scheduling. Whatever it is, the training adapts to you—not the other way around.
• Dedicated Representatives: Imagine having a go-to person who knows your practice inside and out. No more explaining your situation to a new person every time you call.

Ask Yourself:

• Do you feel like just another number in the queue?
• Or does your vendor make you feel like you’re their only client?

Personalized support isn’t a luxury; it’s something every dermatology practice deserves.

Cross-Functional Teams: Is Everyone on the Same Page?

Ever played a game of telephone? Messages get lost, and the end result is often a far cry from the original intent. The same can happen with EHR support if teams aren’t communicating effectively.

Why Cross-Functional Support Matters:

• Holistic Problem-Solving: When support teams collaborate with developers and customer success managers, issues get resolved more efficiently and effectively.
• Unified Goals: Everyone is working toward the same mission—your success.

Ask Yourself:

• Does your vendor’s support team seem disconnected from the rest of the company?
• Are your concerns being lost in translation?

A vendor with cross-functional teams ensures that your feedback doesn’t just stop at the support desk—it drives real change.

The White-Glove EHR Support Experience: Because You Deserve the Best

You know that feeling when you walk into a place and everyone knows your name? It’s comforting, isn’t it? That’s the kind of experience you should expect from your EHR vendor.

What Sets Exceptional Support Apart:

• Real People, Real Relationships: You’re not talking to a script; you’re talking to someone who genuinely cares about your practice.
• Accessibility: Quick responses, direct lines of communication, and no endless hold music. Sounds dreamy, right?

Ask Yourself:

• When was the last time you felt truly supported by your EHR vendor?
• Do you have a direct line to someone who can help, or are you stuck navigating a maze of automated options?

Support should be seamless, not a headache.

Specialized Knowledge: Do They Really Get Dermatology?

Here’s the thing: dermatology isn’t just any medical field. It’s specialized, and it comes with its own set of challenges and nuances.

The Importance of Industry Expertise:

• Understanding Your Challenges: From complex billing codes to specific clinical documentation requirements, a vendor versed in dermatology can offer solutions that generic vendors simply can’t.
• Relevant Updates: Ever had a vendor inform you about a regulatory change before you even heard about it? That’s the kind of proactive expertise that can save you time and stress.

Ask Yourself:

• Is your EHR vendor bringing valuable, actionable insights to the table?
• Do they understand the ins and outs of dermatology, or is dermatology one out of many different specialties they support?

An EHR vendor with specialized knowledge can be a game-changer for your practice.

Long-Term Partnership: More Than Just a Vendor

Think of your EHR vendor as a business partner. Are they invested in your growth? Do they adapt as your needs change?

Signs of a Strong Partnership:

• Scalability: As your practice grows, your EHR system should grow with you. Whether you’re opening a new location or expanding services, your vendor should make that transition smooth.
• Feedback Loop: Your opinions should matter. If you suggest a feature or report a recurring issue, does your vendor take action? Have they invited you to participate in user advisory groups, or does your vendor limit participation to an elite few practices?

Ask Yourself:

• Do you feel like your EHR vendor is in it for the long haul?
• Are they actively contributing to your practice’s success?

A true partnership means your success is their success.

Comprehensive EHR Vendor Support: Covering All the Bases

Let’s not forget the basics. Comprehensive support means having all your needs met, from quick fixes to strategic planning.

What Comprehensive EHR Vendor Support Includes:

• 24/7 Technical Assistance: Issues don’t always happen between 9 and 5. Knowing help is available whenever you need it provides peace of mind.
• Ongoing Education: Regular updates, webinars, and resources to keep your team up-to-date with the latest features and best practices.
• Strategic Guidance: Advice on optimizing workflows, improving patient engagement, and more.

Ask Yourself:

• Are you making the most out of your EHR system?
• Is your vendor helping you unlock its full potential?

If not, it might be time to reassess.

Your Dermatology Practice Deserves the Best

You didn’t get into dermatology to wrestle with software issues or navigate lackluster support. You got into it to make a difference in your patients’ lives. So why settle for anything less than exceptional when it comes to your EHR vendor?

Final Thoughts:

• Evaluate Your Current Support: Be honest—are you truly satisfied?
• Know What You Deserve: Personalized, proactive, and comprehensive support isn’t too much to ask for. It’s the standard you should expect.
• Make a Change if Necessary: If your current vendor isn’t meeting these criteria, it might be time to explore other options.

Taking the Next Step: What to Do Now

So, you’re thinking about your EHR support and realizing there might be room for improvement. What’s next?

Here’s a Simple Plan:

1. List Your Needs: Write down what’s lacking in your current support and what you wish you had.
2. Research Vendors: Look for EHR providers who specialize in dermatology and offer the level of support you’re seeking.
3. Ask Questions: Don’t be afraid to reach out and ask potential vendors tough questions about their support structure.
4. Read Reviews: See what other dermatology professionals are saying. Their experiences can offer valuable insights.
5. Make an Informed Decision: Choose an EHR vendor who doesn’t just want your business but wants to support your practice’s growth and success.

The Bottom Line

At the end of the day, your EHR vendor should be more than just a service provider—they should be a partner invested in your success. Exceptional support isn’t a bonus; it’s a necessity. By ensuring your vendor meets the high standards discussed above, you’re not just improving your practice’s operations—you’re enhancing the care you provide to your patients.

So, take a moment, evaluate your current situation, and don’t hesitate to seek out the support you truly deserve. After all, your practice is worth it.