Nordic CHIME Membership Survey

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* 1. What primary EHR vendor do you use?

Allscripts

athenahealth

Cerner

Epic

MEDITECH

Other (please specify)

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* 2. What is the size of your EHR IT team?

0-50

51-100

101-150

151-200

201+

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* 3. Please rank order the following support areas by which is most challenging for your organization. Rank "1" as most challenging.

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* 4. Are you considering a third party for EHR upgrades? Pick all that apply.

Exploring completely handing off EHR upgrades

Exploring handing off portions of EHR upgrades (e.g., testing)

Currently using a third party to completely own EHR upgrades

Currently using a third party to partially own EHR upgrades

We have no plans to use a third party

Other (please specify)

Question Title

* 5. Are you considering a third party for Tier 1 (service desk) and/or Tier 2 (analyst application maintenance and support)? Pick all that apply.

Exploring Tier 1

Exploring Tier 2

Currently using a third party for Tier 1

Currently using a third party for Tier 2

We have no plans to use a third party

Question Title

* 6. How do you balance customer experience versus cost for your Tier 1 service desk?

We want the lowest cost solution regardless of experience

We want the best end-user experience regardless of cost

We balance the two but prioritize cost

We balance the two but prioritize customer experience

Other: Those are important but here is what we care about most:

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* 7. What model best describes your current Tier 1 service desk support?

We have a separate Tier 1 team who handles all incoming initial tickets regardless of type, and the initial contact person attempts to handle all tickets (generalist approach)

We have a separate Tier 1 team, but after the initial call there is follow-up within the Tier 1 team based on expertise and call details (specialist approach)

We have a Tier 1 team for our EHR and a separate Tier 1 team for non-EHR tickets

Other (please specify)

Question Title

* 8. What model best describes your Tier 1 service desk input methods?

Almost all our volume comes in via calls. We have no plans to change input methodologies

Almost all our volume comes in via calls. We are open to/exploring other methods

We receive the majority of volume via calls, but also offer instant messaging, direct entry into a portal, email and other methods

We get our incoming volume by a variety of methods with another approach being higher volume than calls

Other (please specify)

Question Title

* 9. For those who have Tier 1 service-level agreements (SLAs), please rank the importance of each one.

First-call resolution

Speed of answer

Handle time

Abandonment rate

N/A – we don’t have SLAs

Other (please specify)

Nordic CHIME Membership Survey

Question Title

* 1. What primary EHR vendor do you use?

Question Title

* 2. What is the size of your EHR IT team?

Question Title

* 3. Please rank order the following support areas by which is most challenging for your organization. Rank "1" as most challenging.

Question Title

* 4. Are you considering a third party for EHR upgrades? Pick all that apply.

Question Title

* 5. Are you considering a third party for Tier 1 (service desk) and/or Tier 2 (analyst application maintenance and support)? Pick all that apply.

Question Title

* 6. How do you balance customer experience versus cost for your Tier 1 service desk?

Question Title

* 7. What model best describes your current Tier 1 service desk support?

Question Title

* 8. What model best describes your Tier 1 service desk input methods?

Question Title

* 9. For those who have Tier 1 service-level agreements (SLAs), please rank the importance of each one.

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* 10. How important were/are the following factors when selecting a managed services provider. Rank "1" as most important.

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* 11. If you are interested in receiving more information from Nordic about their managed services offerings, please provide your email address below.