Technical support is one of the most challenging parts of implementing an EHR in your practice. What are technical challenges for the vendor and the practice? How do you meet the demands of the practice by accommodating your support services according to your client needs?
Let’s lay down some steps, on how you provide technical support for an EHR.
Experts—If you are using a web-based EHR, technical support experts should be available 24/7 for their customers/users. Having expertise in ICD-10 codes and Meaningful Use gives a huge edge in providing the technical support. EHR that are ICD-10 and Meaningful Use compliant requires that support staff always ready to answer any query of their customer. So, you should always keep your experts ready.
Storage—The major technical challenge for an EHR is storage. It can come in variety of shapes. For example, if the practice grows, they may need more storage space in their hard drive or more computer power. Likewise, the importance of storage comes, when backup server is needed. In case of crashing of your server, the practices should have technical support team for their EHR that can provide efficient backup system. EHR vendors should also recommend practices to buy large storage devices that are of high quality and can provide high quality of service in time of need. If you are using a web-based EHR system, the technical support needed in terms of implementation and allocation of the storage space for your practice is much easier and faster. It is because web-based EHR technology has the capacity to grow as per the demand of the practice.
Training—Skillful use of an EHR is a complex software whether it is an enterprise or specialty EHR. Therefore, technical staff should be ready to provide support to, especially those, members of the practice who are technically weak in implementing the training of the EHR as soon as possible for their practice. Internet connectivity, slow processing of the computer system can all be issues that need immediate technical support, therefore, the more efficient the support team in these relatively small issues the efficient the practice will become.
Technical support staff requires patience to deliver quality service to the customer. It is by continued commitment to improving the service quality of your practice you can provide high quality technical support to the practice.