The Dalai Lama said, “Our prime purpose in this life is to help others. And if you can't help them, at least don't hurt them.” This is a true statement across all fields, but especially so when it comes to the addiction recovery and mental health field and their EMR and EHR software providers. Many EMR and EHR software companies simply install their products and walk away. This often leaves both healthcare provider and their client high and dry. This is not the case with Alleva, where customer service is a number one priority.

Knowing When It Is Time to Upgrade Your EMR Software

An EMR is about a lot more than simply holding onto a client's records. According to the Office of the National Coordinator for Health Information Technology (ONC), “While an EHR does contain the medical and treatment histories of clients, an EHR system is built to go beyond standard clinical data collected in a provider’s office and can be inclusive of a broader view of a client’s care. EHRs are a vital part of health IT and can: Contain a client’s medical history, diagnoses, medications, treatment plans, immunization dates, allergies, radiology images, and laboratory and test results; allow access to evidence-based tools that providers can use to make decisions about a client’s care; [and] automate and streamline provider workflow.”

There are many signs that it might be time to upgrade your EMR software. The biggest one is that dealing with it starts to take the provider's focus away from what matters most – the client. However, there are also many other signs that it is time for an upgrade. These include employees struggling with the software, issues with billing, and clients' records potentially becoming compromised.

Running Into EMR Road Bumps

The reality is that when a provider decides to upgrade their software, there are going to be “road bumps.” This is just the reality of adjusting to a new platform. The difference with Alleva is that we are always available 24/7 to smooth out those bumps.

It is important to remember that just because a new platform is installed, it does not mean that there should be any interruption to customer care or employee well-being. This often happens with EMR software companies that do not have the proper customer service team to help both when the platform is being installed and after when it is up and running.

Experiencing EMR Growing Pains

The fact of the matter is that poor-performing EMR software causes serious problems. According to the Journal of Medical Internet Research, “One might argue that a further discussion about the proposed value of an EMR is needless because of its nearly complete implementation… However, the implementation does not guarantee a positive perception by the users. In a recent survey including 208 physicians from 3 Norway hospitals, 72% of the physicians reported interrupted or delayed work at least once a week because the EHR hangs or crashes, and 53% of the physicians indicated that the EHR is cumbersome to use and adds to their workload.”

This completely defeats the purpose of EMR software and further shows the need for effective and streamlined EMR platforms. However, it does not matter how well a software performs if issues cannot be resolved when they arise. Again, customer service is key.

Importance of Customer Service in EMR

Just as a client's needs are the most important aspect of the addiction recovery and behavioral health industry, the providers of those client's needs are the most important aspect of the EMR software industry. Unfortunately, many EMR software companies forget this. They simply install and move on. This is no way to be of service.

It is important to remember that poor customer service in EMR can have a domino effect. When a provider is struggling with their software and receiving no help, it is taking away from their focus on the client. From there, the client will ultimately pay the cost of not receiving the best care possible. Yes, quality, kind, and effective customer service truly does matter.

Customer Service Is Key at Alleva

The Dalai Lama also famously said, “I think technology really increased human ability. But technology cannot produce compassion.” He is right, and it shows in the way many EMR companies leave their clients high and dry.

At Alleva, this is not the case. Our customer service is a pivotal part of what makes us who we are – one of the premier EMR and EHR software providers working today.

At Alleva, we believe that EMR software should work seamlessly and make the lives of addiction recovery and behavioral health providers easier, not harder. We are here to serve our clients 24/7 because we know that is what they do for theirs.

When a company has a new EMR, there are growing pains and road bumps. This is simply the reality of having new software. However, customer service makes all of the difference. Here at Alleva, we offer exceptional customer service because we know it makes a substantial difference in helping the staff learn the new program and the company get the most out of their new EMR. Just like the addiction recovery and mental health field, the client is our most important priority at Alleva. For more information on our customer service policies, our EMR software platform, and how EMR could benefit how you manage your medical records, please check our website at https://helloalleva.com/demo today.