With Technology at the Center of the Universe, Healthcare Leaders Need to Work with Solutions and Vendors They can Trust

The following is a guest article by Susan Martin, Vice President at Midmark RTLS
Technology is great, until it isn’t. The phrase carried quite a punch in July of 2024 when CrowdStrike distributed a faulty update to its security software that caused widespread problems with Microsoft Windows computers. On this day, roughly 8.5 million systems crashed and were unable to restart, causing what many consider to be the largest outage ever.
The outage dramatically disrupted operations at airports, banks, hotels, manufacturers, stock markets, gas stations, retail stores, and hospitals. According to some experts, the upheaval came with a hefty $10 billion price tag.
This unsettling event made it abundantly clear that many organizations operate at the mercy of technology—and vendors. With technology so interwoven into success and failure, the importance of performance and customer service cannot be understated. In this reality, hospital leaders must take it upon themselves to implement reliable technologies and work with trustworthy vendors.
Doing so doesn’t happen by chance, though. By steadfastly developing and implementing a comprehensive process, healthcare leaders can more confidently select not only the right technology but the right vendor partnerships. In my experience, successful partnerships have been born from the following steps:
Seek Information from Reputable Sources
To start, leaders should consult a variety of sources to assess technology and vendor performance. Amassing information and recommendations from published articles, studies, and other health systems is key. While doing so, it’s always important to consider the longevity and reputation of the source. When reviewing these materials, it’s important to ensure they are written by independent authors and not tied to commercial vendors. In the healthcare industry, KLAS, Gartner, and HIMSS are examples of research sources that function independently.
A July 2024 report from KLAS, for example, provides an objective assessment of real-time locating system (RTLS) technology by evaluating customer experiences with RTLS vendors and presenting case studies from various organizations that have successfully leveraged such technology to enhance operational outcomes. Representatives from six healthcare organizations who use Midmark CareFlow RTLS were interviewed for the research report, which shows that Midmark RTLS outperformed the market average in nearly all categories, with leadership in several customer experience pillars, including “ease of use,” “quality of support,” “money’s worth,” and “would you buy again.” Such information is valuable to decision-makers as it is based on real-world experiences.
Talk It Up
Healthcare leaders can also get objective feedback on technology and vendors from members of their personal network of professional contacts. To do so, leaders should try to elicit opinions on the reliability of technology when interacting with peers at professional meetings or via social media networks such as LinkedIn. Healthcare leaders should also request vendors provide references from customers who work at organizations similar to their own. In addition, they should ask for references from organizations that use the technology solution to address the same challenges that the purchasing organization is facing. For example, when assessing RTLS technology that will be used for violence remediation purposes, healthcare leaders should speak to hospitals of a similar size using the technology for the same safety purposes—not to customers who use the technology for asset tracking.
Look for Proof in a Very Specific Pudding
Before purchasing a solution, it’s a good idea to see it working in a live environment. Vendors should be able to arrange for a site visit to a nearby customer or be willing to design a proof of concept. A technology or software proof of concept makes it possible to test the feasibility of a solution on a smaller scale, prior to a complete implementation. For example, an RTLS vendor could implement its system in one hospital department or unit to demonstrate advantages. In essence, a site visit or proof of concept reveals how the solution actually works in real situations, addresses existing pain points and yields desired outcomes.
Check Commitment Levels
Healthcare leaders should ensure technology vendors offer long-term support that stretches far beyond the implementation stage. The best-case scenario is a vendor who offers support in partnership with a trusted, local systems integrator in your region. Especially when the technology solution involves hardware as well as software, a nearby support resource can prove invaluable to timely service. Additionally, leaders should ask vendors about their ongoing clinical and customer success support to make sure the technology is fully optimized. Customer success managers who are knowledgeable about clinical processes not only ensure technology solutions are fully adopted but also work with healthcare organizations to ensure they are optimizing the desired clinical care and operational and financial benefits.
Make Sure Vendors “Get You”
Leaders should seek out experienced healthcare companies who truly invest in staff and financial resources to understand the unique challenges of their environment. Vendors should know what a “day in the life” of every user of the solution is like and what challenges the technology can address. In essence, leaders should verify vendors are in a position to deliver solutions and support that enhance not only the business needs but also staff satisfaction and adoption.
In addition, vendors need to have a deep understanding of the buying, implementation, and adoption journey. Each stage should be mapped out with specific milestones and goals.
Remember, a Trusted Vendor can Bring a lot to the Table
When healthcare leaders acknowledge that vendors bring expertise to the table, and choose vendors who take a partnership mindset, they can improve performance exponentially. The more hospital leaders work with trusted vendors as resources and partners, the more success they will have on both sides of the relationship. Hospital stakeholders who truly understand and appreciate a vendor’s expertise can have a much easier path to achieving their goals, allowing a vendor to guide them through the process.
Moving Forward with Confidence
Healthcare leaders must choose technology vendors and solutions that improve care standards, enhance care delivery, and enrich staff satisfaction. While there is no way to ensure a technology solution will always operate without disruption, leaders need to know vendors can be relied on both when disruption occurs and in day-to-day situations. At the end of the day, the key to success with healthcare technology is just as much about the right partner as it is the technology itself; taking these steps can help leaders choose vendors wisely and with confidence.
About Susan Martin
As Vice President of Midmark RTLS, Susan Martin oversees the CareFlow RTLS (real-time locating system) business and is a member of the Midmark Corporation Executive Team. She leads the cross-functional RTLS business in developing strategic focus, innovating product solutions, executing commercial plans, and driving operational excellence. Martin focuses on creating a customer-centric culture with an unwavering commitment to collaboration. Her relentless pursuit of best-in-class customer engagement is foundational and has differentiated what it means to be an integral partner with healthcare providers.
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