Client Services Story

Bobby Killay, Senior Implementation Specialist, 9 Years

What’s the most unique customer experience you’ve had? If applicable, please share the specific organization and site contacts who were involved.

For this, I have two customer experiences I’d like to share — the first being Firelands Regional Medical Center in Sandusky, OH, which was our first customer to fully migrate from Client/Server (C/S) to Expanse. While they initially weren’t early adopters, they were the first early adopters from C/S. They were great to work with and treated our relationship with them in a collaborative fashion. I couldn’t think of a better team to navigate through the initial growing pains of a new migration. From my Order Management (OM) team, to their very hands-on physician team, including leadership, everyone was committed the entire time. In fact, we dedicated more time than usual during the installs and as a result, we got to know them to the point where many of us still speak regularly, even though they are now with our Service group. A few of us have even talked about a summer visit. They truly are great partners for MEDITECH!

Secondly, the crew at Princeton Community Hospital in WV work extremely hard for a small team and are excellent to work with. I’d specifically like to recognize Donna Pritt on our OM team (not to discount the rest of the team, as Heather Yahya and Chris Knight are great, too!). It’s evident Donna cares about enhancing the staff and patient experience, and really understands how the hospital works, including how small decisions impact the entire organization. Donna also has incredible hospitality. Once, she began her day earlier to make us homemade West Virginia-style pepperoni rolls and cinnamon buns. They are hands-down the best!

What do you value most about your relationship with your customers?

I value the ability to build relationships with our team during implementation, while improving healthcare at their organizations. Over the course of a year or more, we work directly with them, remotely and on site. By the end, you’re often connected on a personal level, more than you might be with a customer you see once or twice, or only speak with over the phone.

What message would you like to convey to our customers, or more specifically, to the customers you’ve worked with? Thank you, all, for being great to work with and for treating our projects as a team commitment. Working together constructively allows us to successfully achieve our system install goals. Our projects can be a TON of work in a short time, but a joint effort creates a better end user product for the hospital as a whole. If we can ever help more, please don’t hesitate to ask!