Global reach; local touch: Staying relevant in local markets

What’s the advantage for customers who work with a global healthcare IT vendor?

We know that the healthcare industry continues to be rocked by the impact of the COVID-19 pandemic. Globally, healthcare providers are strained at every level.

We also know that some health systems are perceived to be coping more successfully than others. We believe that this is no accident. It’s down to the strength of healthcare providers’ relationships with their vendors, and there are two key points.

Healthcare IT is not one-size-fits-all

The first is understanding that what works well in one market does not necessarily work as well for another. Healthcare IT is not one-size-fits-all – it’s key to understand this point if vendors are going to provide value and drive customer satisfaction.

The second is knowing that, with some clever thinking, the opposite can also be true: vendors can leverage what they have learnt from other markets to address the unique challenges of the market they are in.

With offices in 13 countries, we’re well placed to talk to these points. Our local teams speak the language of the country they are in, in more than a literal sense. They have the inside knowledge to work effectively within their country’s legislative and jurisdictional frameworks, which is crucial.

We leverage global learning and apply it to local markets

For example, our US-based support and implementation teams are well-schooled on the 21st Century Cures Act, and the long-awaited regulations about interoperability, patient access and the ONC rule. These rules state that healthcare IT vendors in the US are now required to develop FHIR APIs to provide third-party connections in order to facilitate interoperability and avoid information blocking.

Our account executives and customer success managers are already working with our customers to ensure they meet these regulations well ahead of the recommended timeframe.

We offer ‘chase the sun’ support and development

While our local boots on the ground provide proactive service and specific legislative knowledge, our global teams are always available to provide support. Being a global company headquartered in New Zealand means that we’re able to provide 24/7, ‘chase the sun’ support and development.

Keen to understand more about how we can leverage our global knowledge to meet your needs?