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Epiphany Healthcare Blog

Cardio Server Replaces Cerner’s Powerchart and Delta Regional is Delighted

Posted by Lisa Wolfenbarger on November 1, 2017 at 10:42 AM

A Letter to Wally Pruitt, Implementations Director at Epiphany Healthcare from Mitch Ainsworth, PACS/Radiology Systems Administrator at Delta Regional Medical Center in Greenville, MS

Wally,

Now that we are a couple of weeks into our go-live, I feel like I can take a moment to catch my breath and put my thoughts on paper about our implementation experience. Epiphany was tasked with implementing Cardio Server in a very short time frame. We communicated our aggressive time-line requirements; the Epiphany team heard our needs and was able to implement Cardio Server to meet them. 

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The team you assembled for this project was the best I have ever worked with. Bob Sturgill was instrumental in keeping the Epiphany team, as well as the DRMC team, on task to meet this deadline. Bob went above and beyond by scheduling time with just he and I to ensure certain milestones were met on time. Bob leaned on his contacts from Mortara to aid in integrating the stress and Holter systems with Cardio Server. Victor Villafaña worked tirelessly with our interface architect to ensure stable HL7 integration with Meditech. Victor also accommodated several changes just prior to go-live and a few optimizations after go-live. The trainer was exceptional as well. Tammy was well prepared to ensure we did not skip a beat while transitioning from Cerner Powerchart ECG to Cardio Server. During a very stressful time for our organization, Tammy kept both the ECG techs and physicians calm and focused while learning the new system.

The professionalism and work ethic of all involved from Epiphany should be commended. I never once felt that we were just another number on a sales sheet.

Your staff made the DRMC team feel as though we were part of a bigger team. The entire team was focused on effectively implementing a system that would aid in how we care for our patients as an organization. The Epiphany staff seemed as vested in this endeavor as we were. I have been involved in several other implementations that did not go so well. Other vendors we have worked with put their best people in sales. After the sale, the customer experience was terrible. From conversations with other colleagues, this seems to be the norm these days. Epiphany deserves to be applauded on this project. From sales to post-live support, it has been a wonderful experience. I feel sure there are a few people that I failed to mention but I appreciate their work on this project too. 

It is not often that the customer is treated as well as we were by Epiphany and you deserve to be praised for it. We are very satisfied with the quality of the system and how smoothly the system was implemented.

Thank you and your entire team at Epiphany for the hard work and dedication during this project.

Kudos to Epiphany!

Mitch Ainsworth.jpg Mitch Ainsworth RT(R)(CT)(ARRT)
PACS/Radiology Systems Administrator
Delta Regional Medical Center
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About Delta Regional:

Founded in 1953 and based in Greenville, Mississippi, Delta Regional Medical Center is a 325-bed facility that is recognized as the leader in the delivery of quality care in the area. Delta Regional Medical Center’s purpose is to provide high quality medical services to the citizens and communities in the Tri-state Delta Region at the lowest practical cost and be a leader in providing needed support services to healthcare providers and patients to improve the health of the communities they serve.

Topics: happy cardio server customer, Cardio Server testimonials, Customer satisfaction

Support Contracts: Continuing the Customer Satisfaction Experience

Posted by Monya S. Lindsey on August 16, 2017 at 4:15 PM

Epiphany Healthcare continually strives to meet the needs of our customers. We focus on satisfaction and understanding how to assist you, our customer partner. This focus, alone, drives us to consistently work hard to provide excellent satisfaction each and every time we connect.

One of the ways we strive to meet the needs of our customers is through support maintenance agreements. Why do we focus on support maintenance agreements? We focus on support agreements because of the important value it provides our customers. The support agreement extends the useful life of Cardio Server. The support agreement also provides 24/7/365 support by dedicated specialists and includes upgrades, patches, versions model numbers, product name changes, etc. Software system issues are unexpected and typically occur at the worst possible time. Our support agreements are designed to provide peace of mind and assist with the management of unexpected issues. partnership.jpg

How many times have you overlooked a support contract and it expired? Have you ever experienced an out-of-support situation and support was delayed due to an inactive support agreement? Some of our customer partners have found themselves in one or more of these unexpected scenarios. Epiphany recognizes things happen and have a dedicated team prepared and ready to assist you.

My role as the Support Contract Administrator is to ensure that our customer partners maintain a support agreement. This allows me to continue the customer satisfaction experience by actively engaging our customers with support contract details. This simplified approach involves analyzing customers’ current licenses, generating maintenance agreements, distributing agreements 90 days prior to expiration, and following up 45 days prior to expiration. We engage our customers to ensure each contract is accurate and that support is maintained to avoid support delays.

Our support maintenance process has proven to be an added and satisfying value to our customer partners who applaud us for consistent and proactive follow-up efforts. Let’s face it, we all get busy from day-to-day tasks and may overlook pertinent information. With Epiphany, you don’t have to worry about initiating the annual renewal process for your support contract. We will contact you to start the renewal process and help you maintain support. Please feel free to contact me at (919) 259-0272 to discuss your support maintenance options today.

  

monya.pngMonya S. Lindsey

Epiphany Healthcare
Support Contract Administrator
Office/Primary:(919) 259-0272
MonyaLindsey@EpiphanyHD.com



 

Topics: Customer support, Customer satisfaction

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