Thomas Edison once described inventors as “specialists in high pressure stimulation of the public imagination.” This is why our Product Management team focuses on listening to the market. Greenway Users are the ones who know how our products impact the daily operations of medical practices, so why not pick their brains when updating our products?
We devote hours to understanding government regulations and requirements so that we can provide solutions that are certified and support your compliance. Users, however, don’t simply measure the effectiveness and quality of a platform by its capacity to ensure compliance with government programs. The convenience and efficiency added to their daily tasks and overall workflows determine their satisfaction. What makes us unique in the health IT field is that, where the road to compliance ends, our innovation begins.
We use all the tools available to understand our Greenway users’ current pain points while looking forward to the future of healthcare and how health IT can best support our customers’ challenges and ultimate transformation. From customer support calls to focus groups, direct feedback is invaluable to our product development process as we assist in shaping the healthcare industry.
Time spent face-to-face with our users when you host us at your locations, at regional User Exchanges and our annual ENGAGE User Conference is invaluable because it gives us the chance to interact with customers and receive direct, in-person feedback. But as much as we may love these gatherings of ideation, getting all of our users under one roof isn’t always possible. That’s why we’ve expanded the Ideas page within our Greenway Customer Community to allow users to vote on the solution updates and features they would most like to see, and to submit ideas of their own.
Over 10,680 voter points on all customer ideas lead to improvements on coding and patient intake on our newest version of Prime Suite. For example, members of the Greenway Customer Community lead us to add a feature to create a note on behalf of someone else with over 1,000 voter points.
While we have always emphasized the importance of direct feedback from users, we have recently begun recognizing users for their contributions to our product development process. In the past, users would simply post their ideas for improvements and new features on the Greenway Customer Community. We would then evaluate and select the ideas and institute them as changes for the next product release. To show our appreciation and recognize users for their valued input, we have implemented the Client Ideas Certificate. Our goal is to encourage users to stay active on the Greenway Customer Community and acknowledge every great idea that has influenced a product update.
Cultivating a collaborative relationship with our users is critical element in creating solutions that meet the ever-changing regulatory requirements and improve the experience when providing care to patients. While Product Development works very closely with our industry and government affairs team to ensure our products keep practices compliant through all stages of implementation, our users are the only ones who can truly tell us how change impacts the operations of their practice. It is of the utmost importance for us to understand how we can make their lives easier without compromising users’ compliance with government programs.
It is a very exciting time to be in healthcare and health IT — highly dynamic and at times overwhelming — but exciting nonetheless. Regardless of the changes made by the Centers for Medicare and Medicaid Services and the Department of Health and Human Services, creating practice-centered products that enable patient-centered care has always been, and will always be, our chief priority. We hope this new process for receiving and recognizing direct feedback will enforce our commitment to continually improve beyond merely creating compliant products, to truly satisfying the needs and wants of our clients.