Customers or Clients… What’s the Difference?

Catherine Armstrong

Catherine Armstrong

Director, Communications at SRS Health
Catherine brings over 20 years of marketing, communications, and brand stewardship experience to her role as Director of Communications at SRS. She has worked for nationally recognized brands in the healthcare information technology, real estate, hospitality, and luxury automotive industries, including SRS Health, BMW North America, WCI Communities, Cendant, and Orient Express Hotels. She has a passion for understanding the challenges facing her audience, and connecting them with their ideal solutions. Catherine has a B.S. degree in Communications, and is currently working on her M.F.A. in Creative Writing.
Catherine Armstrong

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I have read a lot of books on customer service, including, J. W. Marriott’s The Spirit to Serve and Without Reservations, as well as Hug Your Customers by Jack Mitchell, upscale clothier to the rich and famous. Both describe the service culture, personal attributes, and dedication required to build a trusted brand and to create an exemplary customer experience that keeps customers coming back.

A lot can be learned from these entrepreneurs and the organizations they’ve built. In fact, we at SRS Health have a lot in common with them in striving to create an experience that exceeds expectations. But there is one important difference. While these trusted brands sell a product or service, we are charged with offering our clients ongoing professional guidance and support.

In short, customer service involves a one-time transaction (which may be repeated if there is a good experience) while client service involves an ongoing relationship (which may not go on very long if there is not a good experience).

With the healthcare landscape changing at a rapid pace, a good client experience requires an atmosphere of mutual trust so that medical professionals can rely on their healthcare IT partners to advise them. Just as financial counselors are charged with ensuring their clients are informed and prepared to make sound investments decisions, HCIT partners are charged with ensuring that their clients have the insight to make sound decision regarding their healthcare IT investments.

But that is not all—we are also charged with providing expertise in regard to compliance, operational efficiency, patient engagement, and more. As trusted advisors, we need to know where the industry is headed, and to provide the solutions that prepare our clients to succeed in that future.

At SRS, we like to say that our expertise is helping specialists practice their expertise—we provide solutions that take care of the business side of medicine so that medical professionals can take care of their patients. In practice, this means integrating intelligence within physicians’ workflows—where it can be seen and used to help them make informed patient care decisions efficiently and effectively.

And it doesn’t end there—we also provide the business intelligence within the administrative workflow, so that business leaders can utilize the data to improve operational efficiencies, lower cost, build their practice reputation, and improve their bottom line.

A continued passion for, and commitment to, ensuring that our clients are prepared to achieve their patient care and practice profitability goals—that is how we grow our relationship and earn their trust each and every day.

Does your healthcare IT partner make you feel like a customer or a client?

Hackathon IV: Notes 2.0 and Beyond… A New Evolution Has Begun

Vishu Viswanathan

Vishu Viswanathan

Director of Software Engineering at SRS Health
Vishu started his career with SRS Health as the Director of Program Management, and is now the Director of Software Engineering. In this role, he is responsible for the architecture, design, and development operations for the SRS product lines.

Prior to joining SRS in 2017, Vishu was with GE Healthcare, where he was the SW Engineering Director for the Centricity Imaging PACS product. Vishu has had a successful career in the healthcare industry, with deep domain expertise in Healthcare imaging, devices and information technology, and medical software development. He began his career as a Software Engineer with GE Healthcare and has held progressively responsible roles in both product development and program management.

Vishu is an Agile practitioner and is passionate about people and product development. He holds a Bachelor’s Degree in Computer Science and Engineering, and Masters in Business Administration.
Vishu Viswanathan

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Hackathon 1Last month, SRS Health participated in an energizing, collaborative and fun-filled Hackathon IV, a company-wide event designed to stimulate the innovative mind-set and competitive spirit of the organization to explore creative solutions for client needs.

The theme for the 4th Annual Hackathon Event was, Notes 2.0 and Beyond. Technological advancements in the healthcare space has enabled the use of various mobile devices and technologies at the point-of-care. The team was challenged to come up with ideas that revolutionize the process of capturing and documenting patient encounters, while maintaining/improving accuracy, high productivity, and efficiency for the end user.

Scores of ideas were submitted from across the organization and narrowed down to six ideas that our hackathon teams focused on. At the end of the event, the organization held a traditional “science fair” to showcase the incredibly innovative solutions developed over the one-week event.

We are excited that a number of these concepts have the potential to make it into future versions of our products. We look forward to sharing them with our clients in the 2018 User Summit’s Innovation Expo in October in Las Vegas.

At SRS Health, we strive to bring innovative healthcare IT solutions to the marketplace and our hackathon events allow the team to innovate without restraints.

Hackathon 2

Are You PDMP Ready?

According to the United States Centers for Disease Control and Prevention, opioid addiction claims 115 lives and sends more than 1,000 people to emergency rooms every day, and has killed 64,000 people in 2016. It is the leading cause of death for Americans under 50 years old.

Prescription opioids are a main factor in the crisis. Although there has not been an overall change in the amount of pain reported by Americans, opioid prescriptions have quadrupled since 1999.

What’s being done to help?  Prescription Drug Monitoring Programs (PDMPs) are state-run drug-monitoring programs that collect and track controlled-substance prescriptions in a searchable database. They provide physicians with intelligence about prescribing and patient behavior that can help them make appropriate prescribing decisions. Learn how you can get PDMP ready:infographic-srs-pdmp

Getting Down to Business

Khal Rai

Khal Rai

CEO at SRS Health
Khal Rai brings over 20 years of leadership experience to his role as President and CEO at SRS. He possesses a breadth of knowledge and expertise in the healthcare and technology sectors earned through a career that has spanned the globe. His passion for collaboration, strategic development, and delivering healthcare IT solutions that make it easier for medical professionals to deliver care while navigating the ever-changing healthcare industry, inspires and motivates his team, while positioning SRS Health clients for current and future success. Khal has a B.S. degree in Computer Engineering from the University of Cincinnati, and an M.S. degree in Electrical Engineering from Purdue University.
Khal Rai

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“Be part of something greater than myself”—that’s what inspired my career in healthcare technology more than 20 years ago, and it’s what still drives me as I take the helm as CEO of SRS Health. As we close out the first month of the new year, I’m happy to say that the SRS team is devoted to the same goal: we are continuing to develop the solutions, services, and support that our clients need to succeed in today’s and tomorrow’s healthcare landscape.

Outcomes. Value Based Care. MACRA/MIPS. Yes, the healthcare world is changing at a rapid pace, and part of our mandate is to keep clients up tokhal-blog date on changes in technology as well as in regulations. But our larger concern is to preserve the one thing that has not changed—the passion that inspires individuals to enter medicine in the first place. We cannot allow technology and government requirements to diminish that passion, or to degrade the experience of physicians, clinicians, or patients. The SRS EHR was originally developed as an alternative to point-and-click technology that interfered with the doctor-patient relationship, and SRS promises to continue to protect our doctors’ ability to do what they do best.

How? First, by knowing our clients’ patient-care and practice goals, and then by collaborating with them and our partners to create intelligent, innovative solutions with the flexibility to fit both those blazing new trails in value-based care, and those that are just starting out. The challenge is to succeed not just at the practice of medicine, but also at the increasingly complicated business of medicine. At SRS, we believe your healthcare technology should help you do both. It should be simple, practical, and easy to use—it should take care of business so that you can take care of patients.

My experience in healthcare and frequent conversations with clients have helped me understand the challenges facing physicians and practices today. Rest assured that I will sustain SRS’ commitment to ensuring that our clients are well-informed and well-prepared to face today’s and tomorrow’s marketplace challenges: we will continue to develop core and partner solutions, services, and support that ensure that doctors can focus on what matters most.

I look forward to my new role at SRS, to further discussions about the challenges facing healthcare today, and to meeting you at an upcoming industry event!

I Want My…I Want My VBC

Scott Ciccarelli

Scott Ciccarelli

CEO at SRS Health
Scott Ciccarelli, Chief Executive Officer at SRS, has more than 20 years of diverse management and operations experience garnered as a senior executive at GE, where he headed two of the company’s businesses—most recently, GE Healthcare’s Services, Ambulatory and Revenue Cycle Solutions. His areas of expertise include business strategy, leadership development, operational rigor (Lean Six Sigma), and the delivery of enhanced value for customers through quality improvement and innovation.
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I-want-my-vbc-blog

Launched with the iconic “I Want My MTV” ad campaign, Music Television was born in 1981 – and the music industry changed forever. For the first time, we could do more than hear music; we could see it being executed in a new visual medium. And the most successful bands were the ones who took advantage of this new opportunity to engage with audiences. Fast-forward to today, and technology has helped our music consumption continue to evolve in ways we could never have imagined.

So why am I talking about the 80s, what does this have to do with our annual User Summit, and how does Value Based Care (VBC) fit into all of this? Yes, we had an awesome 80s-themed party at last month’s summit. (I may or may not have been dressed as Slash, the guitarist from Guns N’ Roses at one point…) But there’s a better reason: we are in the midst of a healthcare revolution – and we are all making history. Together.

“Together” is a key word to tomorrow’s value based success. It’s how SRS Health is going to help our clients prepare for VBC, so they can benefit financially from the data-driven rewards – and more importantly, so they can utilize that data to provide even better medical care. We are continuing the SRS tradition of collaborating with our clients to create agile solutions designed to maximize today’s opportunities and pave the way for value-based success.

How are we doing this? With intelligent data solutions that cultivate the high levels of patient engagement, operational efficiency, and demonstration of quality that are critical to VBC. Working toward improved outcomes benefits your patients, and it benefits your businesses.

Here’s how some of our amazing clients are adding their ingenuity to our flexible data solutions, to provide improved care at lower cost – and create rock star VBC results:

  • Informed Decision Making. Bayview Physicians Group, a multi-specialty practice in Chesapeake, VA, is using data-driven evidence to mitigate the potential reimbursement shortfalls in the Medicare Advantage HCC Program. By developing protocols for various high-risk categories that help justify higher-cost treatments, Bayview is positioning themselves to be ahead of the cost factor curve. Why? Because the data shows that they are only recommending higher-cost treatments when they are medically necessary, which ultimately justifies the expense.
  • Operational Efficiency. Illinois Bone & Joint Institute has been using data to standardize best care practices across all of their physicians to provide the best and most effective results – in both the Medicare Federal Programs and commercial markets. For the past year, they’ve been investigating the factors that most influence orthopaedic outcomes, and how to use outcomes data to drive better care at lower cost. Now they want to combine the power of their EHR and their Outcomes solution to provide real-time evidence-based information at the point of care – and OBERD is on board to help us turn this vision into a real VBC-inspired game changer for them and for the industry.
  • Driving Growth. In South Carolina, Charleston Ear, Nose, and Throat & Allergy is maintaining their competitive edge in a different way. They’re leveraging their center of excellences operational process, IT capabilities and professional organization to expand by offering other practices access to the experience, tools, and solutions required for VBC success. This has led to a group of practices that can negotiate cost savings, better reimbursements and referrals – and it’s helping to create a sort of registry that will provide better data to help inform ENT physicians and improve outcomes in the new healthcare economy.

While VBC may not have the same cache as MTV, it really is something to get excited about. We are on the cusp of an entirely new way of providing healthcare – and with our intelligent data solutions and your innovative medical expertise, we’ve got what it takes to top the charts.

Change is always scary, but it also brings opportunities. And we’re ready to start singing “I want my VBC!” (80s attire optional.)

National Health IT Week and the Ways We Help Patients

i_heart_hitNational Health IT Week is a proud time for all of us at SRS Health. Though we all took different paths to get here, the same overarching urge drove us: to help people. Despite our divergent skillsets and backgrounds, we share a lot in common with the specialists our IT solutions support. We are two halves of the same brain, and the betterment of clinical care is always at the forefront of our minds.

“We can harness data and technology to remove obstacles from the daily work of the people who keep us healthy,” believes Abraham Sanders, Principle Software Engineer at SRS Health. “There is amazing potential to consider. How can medical data be used to improve clinical outcomes for patients? How can the same data be used to help simplify the documentation of a patient visit, freeing clinicians up to focus on what matters most—the patient?”

These questions aren’t just food for thought, they drive every improvement and decision that goes into our HIT solutions. Where others see constraints and barriers, we see opportunities to lend a hand. Not the steady hand of a surgeon, or the gentle hands of nurse, but assistance that alleviates the pressure of paperwork and postage, remembers dates down to the millisecond, and notices the nuances that become patterns. As Hector Martinez, Sr. Implementation Specialist at SRS Health, puts it, “I enjoy the gratification that comes with enabling healthcare professionals to focus on practicing medicine and engaging with their patients. Seeing the clinical and nonclinical staff establish a level of confidence and comfort in their everyday roles is what I strive for.”

“When we suffer from a sickness or injury, we depend on healthcare professionals to get us back into shape,” says Ganesan Solaiappan, Software Development Manager at SRS Health. “Those professionals, in turn, depend on healthcare information technology to be able to do their work. In that way, I think I am helping to improve the quality of life by building and maintaining the systems that clinicians need.” Solaiappan adds, “Healthcare providers look to their IT systems to provide the information they need to make effective clinical decisions, to increase their awareness of innovations in the medical field, and to document and identify patterns. When doctors are able to provide complete and fully informed patient care, it may help to save a life. I’m thankful to be a part of that.”

“I am most proud of the way SRS comes together, cross functionally, to support our clients, even at the most inopportune times,” believes Michael Arbunzo, Technical Support Manager at SRS Health. “Emergency requests never take a holiday, and neither will physicians or the IT staff backing them up.”

To all our colleagues celebrating Health IT Week, especially the SRS Health Family, thank you for your unyielding dedication, hospitality, and warmth.

Outcomes: It’s What’s Inside That Counts

Scott Ciccarelli

Scott Ciccarelli

CEO at SRS Health
Scott Ciccarelli, Chief Executive Officer at SRS, has more than 20 years of diverse management and operations experience garnered as a senior executive at GE, where he headed two of the company’s businesses—most recently, GE Healthcare’s Services, Ambulatory and Revenue Cycle Solutions. His areas of expertise include business strategy, leadership development, operational rigor (Lean Six Sigma), and the delivery of enhanced value for customers through quality improvement and innovation.
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lightbulb-gears-blogTwo weeks ago, more than 40,000 people came together to network, share, and learn more about health data management at HIMSS17. As expected, we heard about the latest developments in top tech trends of tomorrow like artificial intelligence, data security and virtual care. One of the hottest discussion topics by this highly focused group was how to improve patient and practice health through meaningful and usable analytics. After much time listening to and participating in conversations on this critical subject matter, we are more committed than ever to helping our clients improve patient care through outcomes, and when it comes to outcomes, it’s what’s inside that counts.

What do I mean by that? This familiar phrase has been shared from generation to generation when describing what’s important about people. So how can these words of wisdom about humanity possibly apply to HCIT and outcomes for specialty medicine practices? It’s more appropriate than you might think…

In an ambulatory setting, specialist teams need the ability to analyze and make decisions within their HCIT ecosystem. They need insight within their workflow. They need to know how to deliver the best care at a lower cost. And the only way to do this in today’s data-driven world is by bringing insight and analytics inside their workflow. Not outside.

External solutions focus on providing isolated results rather than a holistic approach to patient and practice health. What’s an outside solution? It’s anything that requires you to offload data, thereby taking you out of the ecosphere. If that data is not contained in the ecosphere – if the information is not inside the workflow – these solutions are not actionable immediately.

We believe that the only way to achieve the best outcomes is through frictionless data solutions that provide actionable insights that net immediate, holistic results. Of course, too much data can be overwhelming, so how do we maximize data intelligence for specialists without disrupting the quality of patient care?

That very question is what led to the development of SRS EHR Smart Workflows®. We’ve replaced complexity with streamlined data relevancy in a way that helps provide the frictionless clinical experience of the future…today.

So while we continue to hear all about the amazing healthcare technologies that are on the horizon, let’s remember to turn our gaze inward. Because when it comes to best outcomes, the best solutions are about what is on the inside. Just like the best people.