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Epiphany Healthcare Blog

Epiphany Improves Workflow for A Critical Access Hospital in Cody, Wyoming

Posted by Allison Fawber on September 4, 2014 at 10:26 AM


Physicians learning Cardio ServerA critical access hospital in Cody, Wyoming implemented Epiphany’s Cardio Server three years ago to help manage their ECGs, stress, and Holter studies. We were able to speak to the Cardiopulmonary Manager about how the hospital’s workflow has changed since 2011. 

What was your organization's workflow like before implementing Epiphany?:
We would do the procedure and fax the results to the ordering doctors. When they were interpreted, we would re-fax a copy to the ordering doctors and send the originals to Medical Records to be scanned into the EMR. We also kept a copy in our office for comparison if the patient returned at a later date for ECGs. Then several days later the doctors’ offices would call and state they did not get them and we would pull the chart and fax once again.

What is your workflow like today?:
The ECGs are transmitted from the ECG machine to Epiphany at the time of service. When the order is entered, they attach to the order and go directly to the patient's EMR. All of our doctors’ offices have access to Epiphany and they can look at [the studies] there or in the EMR. We do not get calls to fax results any more. We deal with a Pediatric Cardiologist out of state and he is able to access and interpret all of his patients’ tests in Epiphany also. We also just started using Messenger and now all the doctors get a report of the interpretations from the Cardiologist. The process is the same for stress tests and Holter monitors. We do the procedure and transmit directly to Epiphany, which sends it to the EMR.

If you could tell other hospital organizations one thing about how Cardio Server has helped you and/or your organization, what would it be?:
Cardio Server has helped cut back the wasted steps of faxing reports over and over again due to offices misplacing them. It has saved our medical records department time since they don't have to scan all the reports in. Cardio Server also helps the billing office; we print out weekly reports of all the confirmed results. These reports tell who confirmed them and what site they were located at.

Any other comments you'd like to add?:
The staff at Epiphany is very helpful. If there is a problem, they handle it quickly. The support team has always worked with me to figure out a solution in my workflow and they're extremely nice.

Epiphany is constantly working with hospitals of all sizes to provide a solution to their workflow challenges. Cardio Server is scalable to meet the needs of critical access hospitals, community hospitals, university medical centers, and large independent delivery networks including physician practices and clinics. Want to see how Epiphany can tailor a solution to your organization’s needs?

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Topics: Cardio Server, stress workflow, Epiphany support, holter studies, ECG workflow, hospital billing

From the President’s desk: "Outrageous ECG Management Support Costs"

Posted by Lisa Wolfenbarger on May 30, 2013 at 11:03 AM

In the last couple of weeks I have had the chance to speak with cardiology department managers in three different hospitals. All three accounts are in the process of replacing their legacy ECG Management Systems with Epiphany. As you read the anecdotes below, please remember that Epiphany’s support agreement is 24/7/365 and includes lifetime software upgrades. Also, Epiphany has been rated as best in KLAS for the last four years in customer support; MDBuyline has rated us a best customer support in ECG Management in 2012. 

The first hospital was a medium sized community medical center with a total of 12 cardiographs. Their support agreement was expiring and they wanted to be sure that we would have our system up and running before the expiration date. I asked them what the renewal cost would have been from their legacy vendor. The answer shocked me, "$252,000 for a 5-year contract”. This hospital’s contract from Epiphany is $47,880 for the 5-year support agreement

I was on a conference call with a second hospital finishing up the terms and conditions on a contract to replace their legacy ECG Management system. They are a small rural hospital with only 6 cardiographs. We were discussing our support charges and I asked what they were paying for their current contract? Their answer was more disturbing than the one above. “We can’t afford their contract and are on the pay as you go program”. How much was the contract for a small rural hospital with 6 carts? $232,000 for 5 years! This hospital is on Epiphany’s support agreement at a total 5 year charge of $27,360.

My final comments are regarding a university medical center. They have over 50 cardiographs and are replacing everything in a phased approach. The 5-year support agreement renewal for their legacy system was $306,000. This was a major reason they decided to find an alternative vendor. Epiphany’s 5-year support agreement for this medical center is $132,000.

As healthcare tightens its collective belt you may be looking for savings. If any of the legacy support system cost examples seem familiar; I encourage you to ask us how you may be able reduce your ECG Management system lifecycle costs. 


Russ DeRemer
Founder & CEO 

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Topics: Epiphany Cardio, KLAS Category Leader, ECG Data Management, legacy ECG data, Lifecycle Expenses, alternative vendor, Support Costs, reduce costs, Epiphany support, Epiphany's support agreement, Cardio Server Support, ECG management

Frequently Asked Questions: Epiphany’s “Platinum” Support Agreement

Posted by Russ DeRemer on September 27, 2012 at 8:28 AM

Epiphany Customers: Are you taking advantage of our support agreement? If not, here are just a few reasons why you should. Not an Epiphany customer? Read more to find out why Epiphany’s continued success is fueled by our commitment to exceptional customer service.

Does Epiphany offer different levels of support agreements?
No: Whether managing ECG data or many other diagnostic test results with Epiphany’s system, it is a mission critical application with a 24/7/365 support agreement.

How does Epiphany support agreement cost compare to the industry?
Epiphany offers the lowest annual cost in our market.

Customer Support

Are all upgrades included under Epiphany’s support agreement?
Yes: When you maintain our support agreement all upgrades to your licensed software are
included. This applies to patches, versions, model numbers, product name changes etc. You are
responsible for third-party software such as the server operating system.

What if our hospital has a policy of not buying support agreements?
It may make financial sense to not invest in a support agreement for devices, hardware, and
software applications that do not include upgrades under contract.

When you invest in Epiphany’s support agreement, however, you are in fact extending the life of
your application indefinitely. Five years from now, you will have current software and not have
to form a committee, evaluate vendors, purchase, and implement the next-generation application.

If your Epiphany system is not under our support agreement, we offer support during normal
business hours only and require a purchase order to start the support case. Note that our highest
priority support goes to our customers under contract.

What do you charge for upgrades if we don’t maintain an Epiphany support agreement?
Revenue from support agreements helps to fund product research and development. System
upgrades are priced by calculating the support agreement charges for the entire time a system
has been out of contract and subtracting the amount of hourly service charges paid during that
period. We believe that this is fair to all of our customers and is another very good reason to
maintain a support agreement.

What percentage of Epiphany’s customers maintain a support agreement?
Over 97% of Epiphany’s installations are covered under contract.

Does Epiphany provide Online Support?
Yes, Epiphany has an online support portal where customers can create their own support requests. We also provide online training videos on our learning site at learning.epiphanyhealthdata.com

An Epiphany customer anonymously commented about the value of support onKLAS Research www.klasresearch.com.

"Epiphany really keeps us up to date with upgrades, which are included in our contract, and they are always there when I need them."
Director, August 2012
 

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Topics: Epiphany support, Epiphany's support agreement, managing ECG data, Cardio Server Support, ECG management

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