Experience Care has had an outstanding reputation for customer satisfaction since its inception, way back in 1969. So what sets the EHR vendor apart? In a recent episode of LTC Heroes, Peter Murphy Lewis shared Experience Care’s unrivaled pursuit of customer care, customization, and commitment to the industry. He was interviewed by Melissa Brown, the Chief Operating Officer of Gravity Healthcare Consulting.
The 3 Cs of Experience Care
1. Customer Care
Some EHR vendors have grown to the point that they can no longer allocate sufficient time and resources to customer care. In that way, Experience Care is quite different from its competitors. “I would say the most important thing is customer care,” said Lewis. “Ninety-five percent of our high priority issues are resolved within 48 hours, and I don’t think that anyone else can say that.”
The long-term care software vendor does not compromise on customer service and hires individuals with a clinical background in a bid to better understand the needs of their customers. In fact, the culture at Experience Care motivated Lewis to get certified as a CNA shortly after joining the company as a marketing director. He notes that becoming a CNA has enabled him to better connect with customers and guests on his podcast, LTC Heroes.
2. Commitment to the Industry
Experience Care believes that everyone in long-term care should have a voice. “Our team has active listening,” said Lewis. “In that vein, we initiated a monthly peer group for the industry leaders, and you don’t have to be a customer of Experience Care to participate.” The peer group is meant to be a place where all long-term care individuals can exchange ideas and collectively explore improvements that can be made to workflows.
Further, Experience Care has made a foray into the realm of media to raise awareness about the industry. “We have two platforms under LTC heroes,” Lewis said. “We have the podcast and then we have a live stream,” said Lewis. “In both of them, we cover the most common challenges of our industry, and we interview executives about overcoming uncommon or unparalleled challenges.”
The LTC Heroes podcast is a forum for leaders and executives to share their insights on the most pressing issues with members of the public. And Short Stories From the Front Line of Long-Term Care is a live stream series that gives front-line long-term care workers the opportunity to share their stories. Interested parties can book an appearance at no cost to share their story.
Customization is appealing to all but rarely a realistic option; the more customers a software vendor has, the less likely it is to customize its software for a single nursing home or skilled nursing facility. This means that some facilities are paying for features they do not need while others cannot get the software to function as required.
Unfortunately, it is often after entering into an EHR contract that many realize the value of tailoring the software. “Customization might not be the number one thing that you want during the first three months when you get the best EHR,” said Lewis. “But when you want your CNAs and your CEO to use your EHR, that requires customization, which Experience Care provides.” The customer care team at Experience Care works closely with users before and after implementation to ensure that the software functions as designed.
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The 3 Cs in Action
The three Cs of Experience Care are why customers are satisfied with the product they receive. Here are some of the stories customers have shared:
- A Financial Accounting Supervisor was able to save one hour of work each day by using Experience Care’s financial software.
- This facility is saving 5,000 hours a year on documentation by using Experience Care’s EHR.
- An assistant controller turned to Experience Care in the early 1980s and never looked back on account of the vendor’s reliability.
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