Customers are your bread and butter – you can’t lose sight of that. It doesn’t mean that the customer is always right, but they are a big part of why you are doing what you are doing. My field of work is health IT, so my customers are hospitals, radiology departments, labs, and doctor’s offices. However, ultimately my customer is the patient. The goal is to get patient health records into the hands of those treating patients, accurately, securely and when needed.
At times health IT is very confusing, so much new and ever-changing technology. Additionally, new methods of secure delivery continue to crop up. New EMRs (electronic medical records) used by hospitals and providers. Adoption is a big obstacle – everyone wants to retrieve the data quickly and easily but also doesn’t want to have ONE MORE password. So – lots of obstacles to keep so many different customers happy.
Because customers in health IT are really the patient population, I must work really hard with the customers within the project to get the actual needed-result. Sometimes reassessing the skill-level of the customer’s staff, leveraging the patient’s results to the timeline to push the “customer” to get tasks completed.
There is always a balance between pushing/leveraging to get the job done and yet understanding that they also have a stake in getting the tasks completed. ‘It takes a village’ is how the saying goes, I believe, so it really does take a multitude of people to get the job done.
CoreTech Revolution is an IT consulting firm that specializes in providing project services, strategy & operations support, and specialized knowledge within HIT and health information exchange. With a keen eye for healthcare operations and business processes, CoreTech Revolution is skilled in defining client requirements, creating, and implementing change management strategies and plans that maximize adoption, minimize resistance, and meet project and organizational objectives.
Our approach of CorePurpose CoreAssessment, and CoreTransformation brings organizations positive and efficient changes to their current structure leaving the staff with successful repeatable processes and sustainable IT foundations.