by Paul Brannan, PMP, Alabama Health Information Technology Coordinator, Director – Alabama One Health Record
If you have ever been to Chik-Fil-A and told an employee “Thank you”, you have heard the phrase “My pleasure”. It is one of the many ways Chik-Fil-A delivers excellent customer service. A recent Business Insider article (http://www.businessinsider.com/why-chick-fil-a-is-so-successful-2016-5) states
“The chain consistently ranks first in restaurant customer-service surveys. In reviews, customers rave about the restaurants’ cleanliness, quick, convenient service, and hardworking employees.”
What is the result of excellent customer service? According to the same article, Chik-Fil-A generates more revenue per restaurant than any other fast food chain, even though it is open one less day per week. People want to do business with others who are polite, helpful, and care about what they do.
What does this have to do with HIEs? I wrote several weeks ago about the business reasons why you would want to connect with One Health Record®. I want to add one more key reason – customer service. We work hard to ensure you can access any of the services we provide without a hassle and that we are polite and helpful in all our interactions. There may not be another state-wide HIE for you to choose to connect to, but we do not want you to feel taken for granted.
Got a question? Give our Service Desk a call (844-746-3560). We will try to help or provide any information we can. Prefer to serve yourself? Much of our information can be found on our website (onehealthrecord.alabama.gov). Not the talking type? Send us an email at OneHealthRecord@medicaid.alabama.gov.
Another way we work to provide good customer service is listening to our customers. We recently surveyed our users to see what we were doing right and where we could improve. Over 85% of those surveyed would recommend us to others? That’s good, but we want to do better!
Where could we improve? One consistent request was for training videos. We now have those available at www.onehealthrecord.alabama.gov/services/training/. Another complaint was difficulty in integrating One Health Record® into the provider workflow. If this is you, we would love the opportunity to work with you and your EHR vendor to try and improve any workflow issues you may have. We will provide new use cases for our HIE in the near future that will demonstrate how to add more value from using our system.
So how are we doing? Please let me know what your interactions with One Health Record® have been like whether positive or negative. I can be reached at 334-242-5017 or firstname.lastname@example.org. I would really like to hear from you and help you if I can.
It would be my pleasure.
Paul Brannan was appointed by the Governor to serve as the state’s coordinator for health information technology in 2015. He previously served as Director of the Project Management Office for the Alabama Medicaid Agency where he was responsible for providing project management support for all enterprise-wide Agency projects including Medicaid’s transition to Regional Care Organizations.