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Best Practice Successful Health IT Implementation Cover EHRElectronic Health Record (EHR) implementation can be very disruptive. Poor planning and execution can significantly impact you operationally, clinically, and financially. More than 50 percent of EHR systems either fail or fail to be properly utilized.1 The adverse effects of a poorly implemented health IT solution will usually be felt immediately as your staff adjusts to your newly implemented solution, but may last indefinitely. In this executive brief, we will discuss critical elements inherent in and associated with successful implementations; elements that can position your organization for long term success.

Replacing an existing EHR or any core health IT solution is expensive and future operating costs vary widely. Successful healthcare organizations do thorough research and are as informed as possible before settling on a particular EHR solution. The right decision will help reduce wasted time and resources, costly errors, and staff frustration.

A statistic that can make any hospital executive nervous before installing new system is that about 50 percent of all EHR projects fail, or users will never properly utilize the system

While Health IT solutions focus on driving improved performance and proficiency, having a poor or incomplete implementation can adversely affect your facility during the deployment and for an extended time post-implementation.   

Most hospitals have gone through a major system implementation and know that the process is complicated to manageThe goal is always to support continuity of safe, exceptional patient care while ensuring contingency plans are established to address any problems. Is that goal always achievedStatistics tell a discouraging story. 

Your facility doesn’t have to become a failure statistic. 

The single most important long-term success factor is achieving a thorough understanding of existing services and processes and adapting those to the workflows built into your selected EHR vendor. As your implementation will reach across almost every department within your hospitalyou should put together a team that includes experts and super users from all facility areas to ensure desired results are achieved and the solution complements existing workflows. 

Successful implementation involves communication within and outside the IT departmentThe process should consist of deep collaboration with the technology and the people, practices, and ethos of the healthcare facility. Early resolution of potential issues can reduce future clinical, operational, and financial challenges.  

A sampling of the critical components correlated to implementation planning that can position your organization for success during and beyond deployment include: 

To learn more about how MEDHOST partners with its customers to ensure a smooth transition before, during, and after the implementation for your continued success, reach out to us at or call 1.800.383.6278.  

The Texas based health system has extended its partnership to include its new behavioral health facility

FRANKLIN, Tenn., August 25, 2020 – A Texas-based health system, Carrus Health, and MEDHOST, a leading EHR (electronic health record) and healthcare IT solutions provider, recently completed the implementation of MEDHOST solutions at Carrus Health’s new behavioral hospital. The MEDHOST solutions are intended to boost the hospital’s clinical and financial performance and provide stability to the facility’s IT environment. Carrus Health System will utilize MEDHOST’s cloud-platform Enterprise EHR and Revenue Cycle Solutions at Carrus Behavioral Hospital, the latest addition to its group of hospitals.

MEDHOST partnered with Carrus Rehabilitation Hospital and Carrus Specialty Hospital (LTAC) prior to this recent implementation. Carrus attributes their ongoing partnership with MEDHSOST to its quality solutions, dedication to customer excellence, and exceptional service.

“I am very blessed with the opportunity to lead an amazing team which serves three hospitals located on our beautiful Sherman, Texas campus,” said Brad Sidlo, Hospital Administrator at Carrus Health. "All three of our Sherman hospitals utilize MEDHOST solutions and services. Having confidence in all aspects of your EHR solution is invaluable for us and critical to our ongoing success. From billing, to clinical care to reporting, MEDHOST helped guide us in a very organized manner from project kick off to completion. Beyond offering an optimal solution, it is evident MEDHOST wanted to exceed our expectations which we really respect and appreciate.”

“Despite a multitude of unforeseeable challenges during implementation, including construction delays and the COVID-19 pandemic, our collective teams at MEDHOST and Carrus Health were resilient, highly collaborative, and effectively communicative in a timely manner,” Brad Sidlo added. “We all had to be very flexible, but I think that says a lot about both of our organizations’ sincere mission to put patients first.”

“At MEDHOST, it is all about how we support hospitals with the solutions and services that enable them to fully focus on what they do best — provide excellent patient care even during these unprecedented times” said Bill Anderson, Chairman and CEO at MEDHOST. “Working with dedicated and focused health systems like Carrus Health is a privilege, and we look forward to our expanded partnership with Carrus Health as we continue to support their commitment to excellence.”



MEDHOST has been providing products and services to healthcare facilities of all types and sizes for over 35 years. Today, more than 1,000 healthcare facilities are partnering with MEDHOST and enhancing their patient care and operational excellence with its clinical and financial solutions, which include an integrated EHR solution. MEDHOST also offers a comprehensive emergency department information system with business and reporting tools. Additionally, its unparalleled support and cloud platform solutions make it easy to focus on what’s important for healthcare facilities: their patients and business. Connect with MEDHOST on TwitterFacebook and LinkedIn.


Samra Khan

Sr. Enterprise Brand Manager

615-761-1000, ext. 2119

"Scalpel, please."

In the operating room, the Surgical Technologist is responsible for handing instruments and supplies to surgeons and their assistants. Remove theses allied health professionals and care would still proceed, but probably not at the desired rate of effectiveness and level of accuracy.

When it comes to meeting business goals, hospitals can’t afford to put themselves in vulnerable positions by operating with one hand tied behind their backs.

A New Era in Healthcare Brings New Operational Challenges

As consumer demand for healthcare experiences that better align with their busy lives grows, some hospitals—especially those in rural areas—are finding themselves stretched thin. The current healthcare workforce issues impacting hospitals nationwide exasperates the problem.

An inability to meet the challenge of rising consumer demand coupled with scarcities in the healthcare workforce can create a chain-effect of inefficiency across the entire hospital—from care delivery to business operations. Imagine removing essential personnel from the operating room or asking an informaticist to manage healthcare data with a paper-based system. Trying to do more with less will often have negative repercussions for any business.

Managing consumerism in healthcare and battling clinical workforce shortages are issues that will take possibly years to solve. However, there are more opportune ways hospitals can provide their staff with an extra set of hands and remain sustainable. For struggling providers or those looking for a competitive advantage, MEDHOST has a group of offerings aimed at helping mitigate the effects of issues like personnel shortages and rising consumer demands.

How MEDHOST Managed Services Helps Hospitals Succeed

These three Managed Services are designed to help hospitals meet their goals by accelerating and enhancing operations with next-level healthcare IT (HIT) support, application management, and educational opportunities.

MEDHOST Managed Services are broken into three different areas: Premier Services, Toolkit Administration, and Empower Training.

Premier Services

Premier Services provide an enhancement of MEDHOST’s current industry-leading HIT customer support by offering end-to-end proactive engagement. Hospitals who opt for this service receive priority in the call queue, full-service release management, and proactive system/application monitoring.

With enhanced HIT support services, IT teams can spend less time waiting for resolutions, wrangling updates, analyzing performance, and more time focusing on core duties.

Toolkit Administration

When a hospital needs to make a customized change to its Emergency Department Information System (EDIS), that change often requires custom coding. In many cases this entry is performed by a hospital’s informaticist or a designated EDIS “Super-User.”

Toolkit Administration shifts the responsibility of custom EDIS changes like charting, registration, and orders functionalities over to MEDHOST’s team of experienced clinicians. This tailored solution that can also help informatics personnel uncover actionable data, which can be used to support hospital goals.

Empower Training

Made up of 30 customizable courses that are broken into three different packages, these MEDHOST University offerings help setup end-users for continued success managing MEDHOST clinical and financial tools.

Each HIT training course is led by experienced instructors with real-world hospital experience. Classes can take place onsite at the hospital or they can be delivered remotely. Offerings are customizable to provide the utmost flexibility. Empower Training is a proactive a way for hospitals to champion continuing HIT education and help keep staff performing at peak levels.

Is your hospital ready for an extra set of hands?

To learn more about each of these Managed Services and how they can help hospital teams function at full capacity to meet the demands of a modern healthcare market, contact us at 1.800.383.6278.

Further Reading:

Testimonial: How MEDHOST EDIS Helped Optimize Patient-Centered Care at Springhill Medical Center

Differentiating Through Customer Support

Confront Physician Burnout With Streamlined Technology


In many cases a hospital’s staff may only be as effective as the healthcare information technology (HIT) they use to perform their jobs.

With consumer technology, HIT performance is closely tied to the quality of customer support it receives.

Think about the last time you interacted with a customer support representative. What was your experience like? Was there room for improvement? Were you satisfied with the end result?

Not all support is created equal and as the healthcare industry continues to recognize the value and impact of superior support, it will have less patience for mediocre customer support. How can a hospital gain a competitive advantage through HIT support differentiation? Is it possible that opting for a better grade of HIT support could positively impact a hospitals ability to deliver care?

How HIT Customer Support Creates a Competitive Advantage

Consider that HIT investments in the U.S. reached an all-time high in 2018, totaling an incredible $8.6 billion. For context, U.S. HIT investment in 2013 totaled $2.8 billion. As hospitals and healthcare facilities of all sizes continue to invest billions in HIT, they expect to receive an ROI befitting their substantial investments.

A survey by Black Book Research took this idea one step further, revealing that sub-par tech support can not only hinder care delivery outcomes, but it can also reduce employee and physician satisfaction.

Of the 4,446 survey respondents, 85 percent said that “patient care delivery services are continually impacted by unsatisfactory EHR support.”

Meanwhile, 89 percent of physicians said their hospital IT loyalty was, “influenced by excellent EHR end user experience enabled through advanced tech support.” Additionally, 70 of the 82 chief medical officers surveyed by Black Book agreed that in the future, multi-level tech support would be critical in judging competitive differentiation for an inpatient EHR platform.

In an interview with EHR Intelligence, Black Book’s Managing Partner, Doug Brown, noted that negative experiences with a vendor’s tech support could fail to inspire long-term consumer loyalty.

“Healthcare IT initiatives of any size or scope require strong user tech support,” Brown said. “Clearly, providers must leverage their IT investment to achieve intensifying clinical goals while gaining a competitive advantage to keep patients and physicians loyally coming back to your organization.”

The survey highlights a significant shift taking place across the healthcare marketplace, one where lackluster or one-size-fits-all customer support won’t be accepted.

The Benefits of Dedicated HIT Support

As exceptional support continues to emerge as a competitive differentiator, hospitals and healthcare facilities must be proactive about partnering with vendors who understand the profound impact of customer support. If customers want to see an ROI that includes an improved customer experience, they can’t afford to not invest wisely.

MEDHOST puts customers first through our robust and uniquely designed customer support solutions. Pioneering a better and more personal approach in the EHR industry, our customers receive great service that includes the following:

With an 82 percent first-day resolve rate and a 96 percent customer satisfaction score, MEDHOST delivers exceptional support to more than 1,000 healthcare facilities nationwide. We hold our customer support teams to a high standard so our partners can spend more time concentrating on their core healthcare responsibilities.

Learn more about MEDHOST’s unparalleled customer support team and the resolution processes that make a difference in our customers’ experience every day.

Further Reading:

How an Exceptional HIT Experience Supports Exceptional Care [VIDEO]

Meet Your MEDHOST Support Team [VIDEO]

How Quality Customer Support is a Competitive Differentiator


Value-based care means that healthcare providers treat people as both patients and customers.

In today’s healthcare landscape, HIT is a key to helping hospitals deliver on that promise of patient-centered customer care.

Long after the implementation phase is complete, technological issues can still throw a wrench in patient care. When healthcare IT problems arise, hospital staff need a support partner they can trust to help them continue to operate at peak levels and ensure an optimal care experience.

MEDHOST believes that customers deserve more when it comes to IT support. With an 87% first day resolve rate and 98% customer satisfaction score, MEDHOST is a proven expert in bringing exceptional support to healthcare facilities nationwide.

Download the Infographic about the MEDHOST Customer Support Journey.

Learn more about our support services and download a case study on MEDHOST’s exceptional customer support.

Further Reading:

Meet Your MEDHOST Support Team [VIDEO]

5 Ways Quality Customer Support Enhances Your Healthcare Technology Investment

Differentiating Through Customer Support


With a move to value-based care that calls for a more customer-centric mindset, hospitals and healthcare facilities must find unique ways to distinguish themselves from their competition to remain viable. One area that could help a hospital stand out correlates closely to the type of customer support their healthcare information technology falls under.

“We often find there are various ways our hospital customers look to derive value from their electronic health record (EHR) investment,” says Kim MacTavish, Senior Vice President of Customer Services at MEDHOST. “One of the most common features they inquire about is what kind of customer service and technical support they’ll have access to.”

As noted by MacTavish, stronger customer support commonly tops most hospital’s EHR wish lists. In fact, according to a 2018 report from Black Book Market Research, quality EHR technical support and experience are essential for achieving vendor loyalty and overall customer satisfaction.

The survey of 4,446 healthcare IT (HIT) users found that firms who did not offer either internal or, at the very least, competent partnering IT support were likely to lose existing clients and even potential ones. In fact, 72 percent of respondents said they preferred their EHR vendors to provide direct, comprehensive tech support. Plus, 77 percent said outsourced support failed to meet the specific needs of their facilities’ operating procedures or scripts. It was found that support tailored to a hospital’s needs could result in “better and faster issue resolution.”

Even more so, an incredible 95 percent said they overwhelmingly preferred to work with tech support teams based in North America, while 100 percent confirmed that a negative outsourced tech-firm experience tarnished their overall opinion of the vendor product and brand.

Although this study underscores the importance of delivering high-quality support and prioritizing the customer experience, it also serves as a reminder that no industry-wide standard of customer support exists. As a result of the lack of standardization, HIT vendors have even more of a responsibility to build accountability into their customer support models. Of course, this level of service first demands a degree of transparency between customer and vendor.

Unfortunately, most vendors do not make their customer satisfaction (CSAT) scores public. The decision to prioritize the customer experience with internally staffed support not only aligns with the evolving demands of the marketplace, but it is also a key differentiator that can dramatically impact the overall efficiency and flexibility of any hospital.

4 Advantages of an Internally Staffed Customer Support Team:

  1. Faster resolve rates- The ability to communicate in real-time with an in-house expert means a faster rate of resolution for the customer. If a case is escalated, a higher-level technician is physically nearby and can work closely with the development and programming team to diagnose and resolve. For instance, MEDHOST’s internally staffed support team has a 87 percent first day resolve rate.
  2. Superior product knowledge- Internally staffed support teams tend to have higher levels of ownership, both to the product and the company. MacTavish explains that outsourced staff typically support multiple companies, meaning their product knowledge will be more generic than that of an internal support team member.
  3. Personalized service- Internal support teams also tend to build stronger and more personalized relationships with customers compared to outsourced providers. By focusing on customer service as an experience, rather than a transaction, internal teams can deliver higher levels of customer satisfaction.
  4. Transparent service delivery- Vendors must have accountable practices and standards in place that ensure high-quality support is consistently being delivered. For instance, MEDHOST has built transparency into their controls and processing, making CSAT scores and metrics available for current and prospective customers.

MEDHOST’s highly experienced, internally staffed customer support team includes clinical analysts, high-tech certified professionals, interface experts, and financial experts that are available 24 hours a day, 365 days a year.

“We, as a support team and as an organization, recognize that hospitals are focused on patient care,” MacTavish states. “We want to be that trusted partner that empowers healthcare organizations to advance the patient care experience and improve business operations.”

Read on to discover how MEDHOST’s commitment to delivering unparalleled customer support can transform your healthcare enterprise.

Further Reading:

MEDHOST Supports Multi-Facility Hospital Systems

How an Exceptional HIT Experience Supports Exceptional Care [VIDEO]

Strategizing for Customer Care with Kim MacTavish



Kim MacTavish, Senior Vice President of Customer Services, discusses how hiring a team of experts allows MEDHOST to provide unparalleled support to customers. With an internally staffed team of highly-experienced professionals including clinical analysts, interface experts, and financial specialists, MEDHOST customer support consistently goes above and beyond to be the trusted partner that customers deserve.

With an 82% first day resolve rate and a resounding 96% customer satisfaction score, you can’t go wrong with MEDHOST.

Learn more about MEDHOST Support Services.


Further Reading:

Meet the MEDHOST Support Team [VIDEO]

Strategizing Customer Care with Kim MacTavish [PODCAST]

Delivering Proactive, Personalized Support Services to Customers [CASE STUDY]



Show Full Transcript


00:00:05,320 --> 00:00:06,190

Hi, I'm Brian.


00:00:06,190 --> 00:00:08,320

I'm here with Kim MacTavish, Senior Vice President


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of Customer Services.


00:00:09,746 --> 00:00:11,120

Kim, it's great to have you here.


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Thank you so much for joining us.


00:00:12,494 --> 00:00:14,800

Thank you for having me, Brian.


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So what do you look for when you're hiring?


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The resources that we hire internally in customer support,


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we are focused specifically on an attitude of ownership.


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Not only of the customer, but as well as the associate.


00:00:30,020 --> 00:00:32,259

The backgrounds are a lot of what you look for


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as well when you're bringing on team members,


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to focus on financial or clinical.


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Tell them more about the composition of the group


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that you have, and why those backgrounds are so important.


00:00:45,470 --> 00:00:48,450

Well, let's first address the type of products we support.


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We know we have clinical applications, EDIS, Physician


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Experience, multiple different areas of our application


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that touch different clinical resources within a hospital.


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On that team, we do have resources


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who have expertise and level and experience as pharmacy


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techs, who have worked in radiology in a hospital, who


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have worked in the lab, and many other different capacities.


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We do have financial and patient accounting as well, of products


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that we support.


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And within that support team, we do


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have resources who have worked previously in a business office


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in a hospital, who have an accounting background, who


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have an MBA.


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It's a very wide variety of resources


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to help address any type of financial application concerns


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or workflow that is necessary to better support the customer.


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So something that I think we do differently


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is that we keep all of our support in-house.


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We don't outsource it.


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And we spent a lot of time really focused


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on the backgrounds of who we're bringing on.


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Can you tell me more about that?


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00:01:58,750 --> 00:02:02,560

Our goal is to hire internally, and not


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use any type of offshore support or outsourced support.


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The reason behind that is because we


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believe that internal associates and resources that we hire


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have a stronger brand loyalty and company loyalty.


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And they also have a higher level


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of knowledge with the products that we support.


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Now with outsourced support, you often


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see support resources who are actually


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providing support for multiple different companies.


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Which does not allow them the level of product knowledge


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necessarily they would see or have within a company.


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Nor does it bring forward the brand loyalty


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that we believe our internal associates do possess.


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Kim, thank you so much for being here.


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It's been wonderful getting to sit and talk to you.


00:02:55,850 --> 00:02:56,850

Thank you so much Brian.


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I appreciate it.


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If you want to find out more about customer support,


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visit our website at


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Within the ever-changing healthcare industry, hospitals and healthcare facilities aren’t just buying healthcare technology software, they’re also investing in a reliable partner who is available long after the implementation phase is complete.

When technological issues arise, the customer support journey can often lead to downtime and long hours on hold – both of which can negatively impact patient care.

MEDHOST believes that customers deserve more when it comes to support. With an 82% first-day resolve rate and 96% customer satisfaction score, MEDHOST is a proven expert in bringing exceptional support to healthcare facilities nationwide.

See for yourself what the MEDHOST Customer Journey looks like.

Learn more about our support services. Download a case study featuring a hospital's experience with MEDHOST's top-rated customer support.

Download the Infographic


We'd love to talk with you about your healthcare solutions. Please fill out our contact form so that we can be in touch.