By Phil White

Scribe, Access

 

There are a lot of familiar phrases applied to company-customer relations: “The customer is always right” and “The customer is king”, to name just two.

But how many organizations actually put these sentiments into practice?

The best part of my job is talking to customers, typically for case studies, press releases and video testimonials. I enjoy connecting with them, learning about their lives and seeing how Access solutions are solving their pain points at work (no, this has nothing to do with acupuncture!). Interviewing is a skill that is developed over time, though there is one overarching principle to observe:¬† As Larry King once said, “I never learned anything while I was talking.” Everyone has a unique story to tell, and my goal is to encourage them to tell it well.

So what is the benefit for the company, outside of my own enjoyment? Is it just affirmation that we’re doing a “good job”? Certainly not! Access may be known for providing what our customers say are the world’s leading electronic forms products, but we’re more than that. As a true solution provider, we are always listening to our customers to find out about their daily healthcare IT challenges, and using this feedback to fuel new and updated offerings.

Now, while we pay attention, we aren’t merely reactive. On the contrary, the leadership team and many others at Access have spent their entire careers serving¬† hospitals’ technology needs. So we understand that, for example, the ever-growing list of health information and clinical systems don’t always talk to each other, and that getting output into patient records requires increased paper use, scanning and error-prone manual indexing.

This realization and our customers’ feedback led to the creation of Access Universal Document Portal (UDP), a clinical data bridge that overcomes hospitals’ clinical data challenges. UDP captures output from clinical devices (like ECG and fetal monitors), and systems (such as perinatal, endoscopy and ICU), standardizes it and ports it directly into EHRs via the ECM/EDM system.

What do our customers like best about this solution? Simple: they no longer need to waste time on scanning and data entry, they reduce the financial and environmental costs of paper printouts, and their clinicians have instant access to the data needed to treat patients with relevant data and high-quality clinical images.

That’s why for as long as we’re privileged enough to serve our customers, we’ll keep listening.

 

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