Can I Have the Benefit of Multiple IT Vendors Without the Hassle? Yes. Here’s How

Healthcare information systems are becoming increasingly complex. Systems are integrated, which makes it easier to streamline business operations, but can make it much more difficult to troubleshoot interoperability issues. This troubleshooting can become even more complicated when multiple vendors are in play.

There is an unfortunate phenomenon of finger-pointing that occurs in multiple vendor environments. Vendors don’t want to take responsibility for problems; rather than assist in the resolution of issues, they take no action whatsoever, choosing instead to blame a different vendor or technology. This blame game can go on for hours, days, or even weeks, costing medical practices a great deal of lost time and money.

What About a Single-Vendor Solution?

Some practices try to avoid this finger pointing by opting for a single-vendor solution. This is often not a wise choice for medical environments that require a variety of technologies. Even though single vendors can take care of a lot of your needs, they rarely do everything well, which means your practice could suffer with some gaps in service deliverability. By using multiple IT vendors instead, you can get the expertise you need in each of your required service areas.

Using multiple IT vendors can also lead to cost savings. When you use a single vendor, you are at their mercy when it comes to pricing and billing. By looking for the best technology for each function you can streamline operations and keep costs in line.

Retaining Multiple IT Vendors Without Finger Pointing

Medical practices often find themselves at the mercy of finger-pointing at vendors because they don’t understand enough about their technology to isolate and identify the root cause of the problem. If you don’t understand the ins and outs of each component, you won’t know who to contact in order to resolve the issue and you won’t know who is telling the truth when everyone is saying, “That’s not our fault.” It isn’t practical for doctors or office staff to take classes on information technology but hiring an advocate can help. Managed IT partners can eliminate the confusion that comes with multiple vendor environments. When a problem arises, a quick call to the outsourced service desk is often all it takes to get a resolution. It is up to the service desk personnel, not your office staff, to contact the individual vendors involved in order to reach a solution.

Service Desk Personnel

“We’re here to help so you can stay focused on your job”

But won’t that eat up the same amount of time? No. The managed IT team has remote access to all information systems in the practice, which means they can locate and isolate the root cause of the problem. They will know precisely which vendor to contact and they will be able to “speak the language” when they call. Your multiple IT vendors won’t be able to engage in finger-pointing because the service desk personnel will have done much of the legwork before picking up the phone. And while the service desk personnel is getting a resolution, they can implement workarounds to help keep your staff focused on their jobs.

Managed IT partners can ease a lot of the stress involved with internal medical technology systems. They give practices access to a full IT staff, without the cost of hiring onsite help. They monitor systems proactively, to help prevent problems before they affect your ability to deliver service to patients. When problems do arise, they are able to mobilize quickly and remotely, to help keep systems running smoothly. Managed IT providers also eliminate the hassles of dealing with individual vendors, by taking ownership of each issue and seeing it through to resolution.

Micah Laughlin

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.

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