8. diy rating

Rating the RatingsPart 8 – How to “DIY”

By Vince Ciotti & Elise AmesHIS Professionals, LLC

Who Should You Believe?

• So who has the best large hospital EMR: Epic, Cerner or Allscripts?

© 2016 HIS Professionals, LLC

And the Best Physician Practice System?

• Should your practice select MediTouch, PracticeFusion or Epic?


“Do It Yourself” (DIY) Rating

• It’s not that hard actually, and employs the very people most impacted by the new system anyway: your end users.

• Just takes a few steps at minimal cost, possibly less than the large fees some rating agencies charge for their reports.

• We developed this DIY approach during over 160 system selections our firm has conducted in 25 years of consulting.– Each search involved 5-6 vendors, so we vetted thousands

of HIS and MD systems using this “DIY” phone survey.• Yeah, we’ve made a number of mistakes too, but learned from

them and thank our clients for helping us correct them.• And there’s no ratings we can share (or sell!): the “right”

vendor varies with every unique hospital & practice…


Step 1: Starts with an RFI

• First step is to start your selection process by issuing a “Request For Information” (RFI) to the leading vendors being considered: - That’s an area where these rating agencies might come in very

handy: identifying the 5-6 leaders for the apps you are buying – not the “perfect” one to buy, but just the leading contenders.

- In the RFI, make vendors list 3-5 client references each for your:• State – for EDI with your state’s Medicaid & Medicare Inter-mediary, exchanging CCD with HIEs & RHIOs, PR taxes… • Size - # of beds: CAH (<25), small (<100), mid-size (1-300), Large (300+) or IDN (# of sites); and/or your # of physicians… • Product – the release they are proposing: not some old version barely supported, or ones they acquired and are sunsetting… • Conversions - from your old system – if they ever did any…• Recent Installs – over the past 1-3 years, not 20 years ago…


Some Common Vendor Dodges

• We send out an Excel SS with 3-5 rows for each category on the previous slide, and vertical columns for key info required for each:- Hospital name, city & state, # of beds, & switchboard phone #.- In the remaining columns, we list the key apps being considered

so the vendor can place an X under those the site has installed.• Common tactics some vendor employ to dodge such requests are:

- Provide only their primary contact phone number, usually the CIO, who they call in advance to make sure she’s happy (no sweat, you can easily look up the switchboard # on their web site!)

- Stating their contract prevents any such reference calls – which is bull-roar: nurses can’t talk about their EMR with other nurses?

- Vendors must join any reference calls – you can’t talk to their clients without them being on the call. What are they afraid of?

- If the vendor persists with such doges – eliminate them. If you can’t to talk with their clients, they’re hiding something!


2. Peer to Peer Reference Calls

• Who should then call each client reference given? Not your:– CIO & IT staff alone – who concentrate mostly on tech issues, or– C-Suite – when is the last time your COO entered an order?

• But end users – the poor folks stuck with the system after go-live:– Nurses – Informaticist(s) if you have any, shift supervisors and

any EMR “super users” for various floor and shifts. – Physicians – CMIO if you have one, but the CMO and any super

users or IT champions on staff who build EMR screens & alerts.– User Departments – not just the Directors/Managers, but the

super user or IT Coordinator for every department involved:• Lab, Radiology RX, ED, HIM, Access, RCM, HIM, Finance…

• Why involve so many people in making phone reference calls?– “Buy In” - if end users pick the system, they will make it work

despite the inevitable problems they’ll know about from the calls.– If you pick the system, they’ll blame you for every problem…


Step 3: Tracking the Calls

• It’s hard to get some end users to take time off their busy schedules to call about a new system, so some techniques to get it done:– Require users to fill out a checklist for each call and keep a SS

of how many each department turns in (samples follow).– Share the results with your C-suite so they can harass those

user departments under them who aren’t cooperating.

• For departments who say they can’t get through to anyone, suggest they call vendor users they might know from state or regional associations like HIMSS, HFMA, ACHE, AONE, etc.

• The more calls the merrier!


4. Getting Through on the Phone

• Have your users call clients in each category of the RFI list:– Your state, your size, your product, your apps, etc.

• Call the client’s switchboard and ask for their counterpart:– Access (Admitting), RCM (Patient Accounting), ERP (finance),

Nursing (RN Informaticist, CNO, Nurse Supervisor…), etc.• As busy as most healthcare employees are today, odds are they’ll

end up leaving a message, so call & leave many messages!• Once you get through (or one calls you back), the conversation gets

very granular as users talk shop that only peers appreciate:– RNs talk about OE & RR, eMAR, BMV, TPR, I&O, notes…– Lab Directors chat about instrument interfaces, BB, Micro…– MDs rant about the rotten CPOE, annoying alerts, scribes…– CIOs & IT staff compare notes on DR, upgrades, interfaces…

• Miles deeper than any rating agency (or consultant) can ever dig!


5. Sample Phone Reference Checklist

Hospital Caller: ____________________ Vendor: _____________________

Date of Call: __________ Hospital Called: ___________________________

Contact Name: _____________________ Title: ______________________

Answer the questions with 1 2 3 4 5 a according to this grid: Very Poor Ave. Good Very

Poor Good

1. What is your overall satisfaction? How do you rate separately their:

product (programs) vs. service (support)?

2. How would rate user friendliness: b. Help key?

implement?

budget?

flexibility?

training?

hardware?

how would you rateongoing support:

Phone support? On-Site Visits ?

User Groups? Periodic releases ?


Step 6: Score the Results

• Next step is to score the phone checklists in a SS like this one:

• Questions must be answered in a numeric scale, e.g.: 1-to-5 or 1-to-10.

• Have a separate page for each user dept. so they see their results.

• Hand out the results in a meeting where each user relays what they heard about each vendor.


The Net

• This DIY rating approach may give you far more relevant data on vendors than just trusting a third-party “objective” rating agency:- Our scores average about 70 points, with the best in the 80s & the

worst in the 60s, far more realistic numbers than the near-perfect scores some rating agencies give to paying vendors.

- It heavily involves end users, and teaches them that they are picking the “least of the evils,” rather than a perfect system.

- You can apply the numeric checklist & scoring to several other steps in the selection process as well: demos, site visits, etc.

• Hope you enjoyed the series – we bet the raters give it a low score!- Elise Ames

- 413.329.6925, [email protected] - Vince Ciotti

- 505.466.4958, [email protected]

8. diy rating

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