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Needs Analysis tool - Clarify your solution requirements
Purchasing Insights
Do check signers have significant pain?
  • Understand pain points of CIO/VP Customer Service
  • Significant pain must exist for senior management to sign a check
  • Giva White Papers will help you "listen" for pain statements
  • Tell vendors your pain. Otherwise, they will ignore you
Purchasing Insights
Are funds approved and set aside?
  • Check in with CIO or VP Customer Service
  • Don't invest time until given iron clad assurance that funds are available
  • Determine what you are already paying for application maintenance
  • Find a cloud based replacement product for less money than annual maintenance
Purchasing Insights
Learn latest IT service desk or customer service best practices.
  • Prepare to ask vendors tough questions with confidence
  • Prod and poke at lead the questioning
  • Acquire best practices fluency: first call resolution, service level agreement compliance, root cause analysis, customer satisfaction surveys, KPIs/metrics, dashboards, etc.
  • Subscribe to Giva Blog & review Giva White Papers. Join "Linked In" groups, industry associations and user groups
Purchasing Insights
What are problems with current call tracking system?
  • Hire consultants/technical experts, if necessary
  • Call vendor CEO; list of issues ready to send.
  • Proposal to fix? Cost, timeline, guarantees
  • Is fixing less expensive vs. buying a new application
Purchasing Insights
What are feature needs/requirements?
  • Obtain feedback from all stakeholders; prioritize the list
  • Use Giva's Needs Assessment Tool as a starting point
  • Check signers like a rigorous quantitative analysis
  • Share requirements openly with short list of vendors
Purchasing Insights
Ask vendors tough questions early and often.
  • Early on share complex "must have" & "deal killer" requirements to eliminate vendors
  • Ask for an estimated price quote. Is it in your budget ball park?
  • Ask for customer case studies and references
  • Poke and prod, listen carefully, get it all in writing
Purchasing Insights
What is the total cost of ownership (TCO) of all vendors?
  • Calculate TCO of all vendors for applies-to-apples comparison
  • Acquisition costs only 30% of TCO over 5 years according to Gartner Group
  • Ongoing lifetime costs vary significantly between vendors
  • Compare cloud vs. on premise hosted software licenses
Purchasing Insights
What are important license agreement terms?
  • What happens if stop paying annual maintenance?
  • Arbitration clause - inexpensive means of recourse
  • SLAs for product support & reports to measure SLA compliance
  • Termination clauses
Learn more about current help desk/customer service industry best practices

Customer Service & Help Desk for Electronic Health Records (EHR)

EHR / EMR Help Desk Support Checklist & Industry Resource Listing

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  1. Does your health delivery system have the resources to support provider staff at the point of care for HCIT deployments?

  2. Are there resources in place (champions in place, peer coaches, trainers, technical staff, workflow templates and IT help desks) to ensure that there are not dramatic interruptions in workflow productivity and patient care?

  3. Are the workflows of your provider practices or operational processes documented and optimized?

    1. How will these workflows work or not work with your EMR/EHR deployments?

    2. Have you captured your findings and learning for training education purposes?

  4. Does your help desk and knowledge content systems assist with provider system training, questions on workflow?

  5. Does your health delivery system have a dedicated help desk function to support effective business office and physician practice adoption of your EMR/EHR investment?

  6. Does the help desk function support your other HCIT investments (CPOE, telemedicine, medical equipment, RFID, networks, ERx, patient monitoring, alerts, etc)?

  7. Can your help desk and training center demonstrate reduced provider and employee downtime?

  8. Has your help desk tracked and improved provider perceptions of being customer friendly and connected to operational and patient workflow needs?

EMR /EHR Industry Resource Listing


American Academy of Family Physicians

AAFP preserves and promotes the science and art of family medicine and ensures high-quality, cost-effective health care for patients of all ages.



American Health Information Management Association

The American Health Information Management Association is the community of professionals engaged in health information management, providing support to members and strengthening the industry and profession. AHIMA supports the common goal of applying modern technology to and advancing best practices in health information management.



Agency for Healthcare Research and Quality

This Agency's mission is to improve the quality, safety, efficiency, and effectiveness of healthcare for all Americans.



American Medical Association

The AMA's mission is to maintain high standards of medical education, provide scientific information to medical professionals and health-related information to the public, and develop programs to advance the practice of medicine and to serve the health needs of the public.



American Medical Informatics Association

The American Medical Informatics Association is a nonprofit membership organization of individuals, institutions, and corporations dedicated to developing and using information technologies to improve health care.



American National Standards Institute

ANSI is a voluntary organization composed of over 1,300 members (including all the large computer companies) that creates standards for the computer industry. In addition to programming languages, ANSI sets standards for a wide range of technical areas, from electrical specifications to communications protocols.



Bureau of Primary Health Care

A department within HRSA



College of American Pathologists

The College of American Pathologists, the principal organization of board-certified pathologists, serves and represents the interest of patients, pathologists, and the public by fostering excellence in the practice of pathology and laboratory medicine.



College of Healthcare Information Management Executives

Their mission is to serve the professional needs of healthcare Chief Information Officers; and to advance the strategic application of information technology in innovative ways aimed at improving the effectiveness of healthcare delivery.



Center for Medicare and Medicaid Services

CMS administers the Medicare program and works in partnership with the States to administer Medicaid, the State Children's Health Insurance Program (SCHIP), and health insurance portability standards.



Department of Health and Human Services

This is the United States government's principal agency for protecting the health of all Americans and providing essential human services, especially for those who are least able to help themselves.



DOQ-IT is a two-year Special Study demonstration that is designed to improve quality of care, patient safety ... by promoting the adoption of Electronic Medical Records (EMR)/Electronic Health Records (EHR) and Information Technology (IT) in primary care physician offices." Note that successful physician participants will receive additional Medicare funding.


EHR Best Practice Series

A nationally recognized EHR education program endorsed by state medical associations and community hospitals. More than 17 states currently participate. Seminars, webinars, and toolkits are provided. Topics range from: EHR Stimulus Act funding – how to apply for reimbursements, to EHR selection + negotiation, and implementation best practices. Standard program fees are waived for medical association members enrolled in the program.



eHealth Initiative

The eHealth Initiative and the Foundation for eHealth Initiative are independent, non-profit affiliated organizations whose missions are the same: to drive improvement in the quality, safety, and efficiency of healthcare through information and information technology.


Electonic Medical Record Blog

EMR Medical Software Information and Resources

EMR (electronic medical records) and other medical software information and resources that help physicians save time, save money and improve quality of care.



Food and Drug Administration

The FDA is responsible for protecting the public health by assuring the safety, efficacy, and security of human and veterinary drugs, biological products, medical devices, our nation's food supply, cosmetics, and products that emit radiation.



Health Care Financing Administration

It has recently been renamed Centers for Medicare & Medicaid Services.



Healthcare Information and Management Systems Society

HIMSS is the largest membership organization representing healthcare information systems users, vendors and consultants.



Health Insurance Portability and Accountability Act (of 1996)

This requires the Department of Health and Human Services to establish national standards for electronic health care transactions and national identifiers for providers, health plans, and employers. It also addresses the security and privacy of health data.



Health Resources & Services Administration

A component of the PUBLIC HEALTH SERVICE that provides leadership related to the delivery of health services and the requirements for and distribution of health resources, including manpower training.


Health Technology Review

Health Technology Review provides Electronic Medical Records Software Reviews & Medical Billing Software Reviews.



Institute of Medicine

This is a nonprofit organization for science-based advice on matters of biomedical science, medicine, and health. The Institute provides a vital service by working outside the framework of government to ensure scientifically informed analysis and independent guidance.



International Standards Organization

ISO (International Organization for Standardization) is the world's largest developer of standards. ISO has defined a number of important computer standards, the most significant of which is perhaps OSI (Open Systems Interconnection), a standardized architecture for designing networks. ISO is a network of the national standards institutes of 148 countries, on the basis of one member per country, with a Central Secretariat in Geneva, Switzerland, that coordinates the system.



Joint Commission on Accreditation of Health Care Organizations

An independent, not-for-profit organization, the Joint Commission is the nation's predominant standards-setting and accrediting body in health care. Since 1951, the Joint Commission has maintained state-of-the-art standards that focus on improving the quality and safety of care provided by health care organizations.



KLAS assists healthcare providers in their technology decisions with vendor performance information.

KLAS EMR Toolkit

KLAS Vendor Directory



Medical Records Institute

The Medical Records Institute's (MRI) mission is to promote and enhance the journey towards electronic health records, e-health, mobile health, and related applications of information technologies (IT).



National Council on Prescription Drug Programs

NCPDP creates and promotes standards for the transfer of data to and from the pharmacy services sector of the healthcare industry. NCPDP also offers its members resources, including educational opportunities and database services, to better manage their businesses.



National Center for Health Statistics

They are the Nation's principal health statistics agency, They compile statistical information to guide actions and policies to improve the health of people.



National Committee for Quality Assurance

They are a private, not-for-profit organization dedicated to improving health care quality. The organization is frequently referred to as a watchdog for the managed care industry, but NCQA also recognizes individual doctors and medical groups.



National Committee on Vital Health Statistics

This committee was established by Congress to serve as an advisory body to the Department of Health and Human Services on health data, statistics and national health information policy.



National Health Information Infrastructure

This is composed of the set of technologies, standards, applications, systems, values, and laws that support all facets of individual health, health care, and public health.



National Institutes of Health

NIH is the steward of medical and behavioral research for the Nation. Its mission is science in pursuit of fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to extend healthy life and reduce the burdens of illness and disability.



National Institute of Standards and Technology

The National Institute of Standards and Technology develops technologies, measurement methods and standards that help U.S. companies compete in the global marketplace



National Library of Medicine

The National Library of Medicine (NLM) is the world's largest medical library. The Library collects materials and provides information and research services in all areas of biomedicine and health care.



Radiological Society of North America

This is the largest association of Radiologists in North America



Systematized Nomenclature of Human Medicine

SNOMED International advances excellence in patient care through the delivery of a dynamic and sustainable, scientifically validated terminology and infrastructure that enables clinicians, researchers and patients to share health care knowledge worldwide, across clinical specialties and sites of care.



Systematized Nomenclature of Medicine--Clinical Terms

The SNOMED CT Core terminology provides a common language that enables a consistent way of capturing, sharing and aggregating health data across specialties and sites of care.


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