Help Customers Meet Goals & Challenges
Help Customers Meet Goals & Challenges
What Matters Most…
• Your Satisfaction
• Your Trust and Confidence
• Your Success with a MEDITECH EHR
What Do Customers Expect?
Strategy and Service
What Does MEDITECH Seek to Provide?
• The Balance You Require
• Direct Connection:
Your Voice - Concerns - Ideas = MEDITECH Priorities
• Process: Enable Transparency
• What MEDITECH is Working On
• Well Articulated Benefit Statements for "Your
Internal Customers“
• Timelines
• Feedback Cycle
Role of MEDITECH’s Service Organization
Resolving Issues
• Investing in Our Service Organization Staff
• Capturing and Analyzing Impact – Adverse
Physician Impact
• Launch of CSI View
• Established Performance Group
• Daily Customer Interaction Driving Real
Software Improvements
• Mammography Desktop
• Medication Reconciliation
• Discharge Process
• Type Ahead Features
• Order Set Nesting
• Meditor Changes
• Problem List Flow
• Modernized Customer Web Portal
• Enhanced Focus on Best Practices (Non-ARRA) and
Knowledge Base
• Common Findings of Customer Optimization
• Revamped Customer Optimization Assessments
• Executive Findings
• Stakeholder Engagement
• Key Recommendations with Project Plans
• Structured Follow-up - Three and Six Month Intervals
• Integrated Functional Newsletters - Super Users and Analysts
• C-Level Newsletter - Making the Most of Your MEDITECH System
Looking Inwardly
• Workflow vs. Modular Staff Education
• Best Practice Staff Training Approach
• Physicians as Part of MEDITECH’s Service Team
• Dr. David Albert
• Dr. Brian Yeaman
Achieving Customer Satisfaction
Influencing Factor:
Rapidly Changing Industry
• Physicians drive culture
• Speed and adoption of more clinical
• Workflow & best practice emphasis
• Competitive marketplace
Influencing Factor:
Customer Expectations and Evolution
Changing faces of a MEDITECH customer
Silos of product knowledge
Bouncing around vs. connection/ownership
Role of a Customer Service Organization
Regional Teams
Doug Aylaian – Group 1
Janice Burns – Group 2
Laurie Houle – Group 3
Patti Pacewicz – Group 4
Group 1
Group 2
Group 3
Group 4
Why a regional, integrated support team model?
• support teams will be familiar with working together
• will assist with the networking of organizations in similar
geographic areas
• an integrated and user workflow support model rather
than modular focused
• More customer centric
Will Specialists supporting the same applications still work
with peers in the other regional teams?
l they will be working with specialists as a regional
integration team
l they will be working across regions with product
l they will be working with product analysts in Group 5
We have a great working relationship with our current
Specialists. Does this have to change?
• we will continue to promote and ensure strong working
• there will be collaboration between Specialists,
Supervisors, etc. to ensure a smooth transition
• we appreciate your patience and assistance as we work
in unison to move to a new model that we are confident
will lead to more integrated support of your MEDITECH
Electronic Health Record
How will outstanding tasks be handled?
• we are ensuring review and discussion of outstanding
tasks to ensure a smooth transition
• tasks that would be best served to remain with your
current Specialist will until completed
• we all work closely together and will continue to do so to
ensure positive outcomes
Is the role of the HCIS Coordinator changing?
• Your HCIS Coordinator will continue to fulfill the same
responsibilities he/she does currently
• HCIS Coordinators are currently aligned regionally and
will be working closely with the new regional teams
Will the escalation process change with this new
organizational structure?
• the escalation process will not change; Applications
Specialists will have a Supervisor, Manager and Director
under the new structure as well
How will Home Care in Atlanta and LSS be affected by this
• no change in contacts or reporting structure at the
present time
• the Homecare group in Atlanta has provided integrated
support for some time, and will continue to do so
• over the last year we have been making improvements
to product integration with LSS and are continuing to
make this a priority going forward
What Cross Training is taking place?
• over the last nine months we have been focusing on providing more
integrated, workflow based training for both new hires and more
senior staff
• newer specialists have been attending training visits and
optimizations with more tenured staff to see how our products are
used every day in the field
• over the last 18 months, Optimization visits have been performed by
several specialists across applications versus separate visits by
• Workflow Integration Guide was completely redesigned
• initially most staff will continue to support their current applications;
over time we will introduce more formal training on integrated
Will more educational opportunities be available
• with staff regionally focused, we will have the opportunity
to offer more events closer to our customers as we see a
• Optimization Events have been presented by the 5.x
Client Services division regionally in 2011 and 2012. In
2012 we organized seven regional events. In 2013 we
hope to offer even more.
How are the Programming groups affected by this
• not part of the restructuring of staff at this time
• will be closely evaluating the effects of this
reorganization on our technical staff and will consider
possible changes if needed
• for the last six months, both the 5.x Development and
Implementation and Service Technical groups have been
reporting to Helen Waters; she has worked closely with
Kathy Leblanc (AVP Technical staff), along with Bob
Molloy and Michelle Brousseau (Directors of
Development) developing ways to optimize time spent
coding taking advantage of economies of scale
Customer Notification
Letter sent to CIO/IS Director
Article on
Email sent to CIO/IS Director
New leadership team structure
• Two webinars presented by
Helen Waters
• Powerpoint presentation to be
• Phone calls to CIO/IS Director
• Phone calls to module
Independent Groups
(not part of Regional Teams)
EBH, Nights, Weekends – reporting to Doug Aylaian
Instrument Interfaces – reporting to Laurie Houle
Continuing Care – reporting to Janice Burns
DR/RW/RD – Reporting to Doug Aylaian
Updates – Reporting to Patti Pacewicz

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