User Support for a Pandemic Age

Technical Support Done Right

By Dr. Nick van Terheyden aka Dr. Nick
Twitter: @drnic1
Host of Dr. Nick: The Incrementalist#TheIncrementalist

On this episode I talked to Chris Wickersham, Director, CereCore who provide EHR implementations, IT and application support. In Chris’ case his origin story and underlying personal driver was a woman looking for help to get a hospital bound patient to their son’s wedding before they died. They managed to help and make this happen virtually jumping through a number of technical and logistical hurdles but that experience set Chris on his journey centered on customer support.

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Like the rest of the world Chris and CereCore struggled to manage the new Pandemic age we entered and importantly viewed the challenges of technology not just through the lens of patients but also the clinical staff who were struggling to deal with their clinical workload while juggling technical challenges made even more prescient with the acceleration of Telehealth that was no longer a nice to have but an essential part of healthcare delivery.

It was not just Telehealth that exploded onto our stage but also the healthcare portals which like Telehealth became essential tools for communication between all the physically separated parties involved in care and the patients receiving care and their families.

Listen in to hear how Chris and his team were able to pivot their organization to remote in short order, how they deal with health inequity and the digital divide and their focus on mitigating the huge strains on everyone’s brain health.

About the Show
For years Dr. Nick van Terheyden aka Dr. Nick, has served as a voice on the impact of new technologies on healthcare, earning a reputation as a leading authority on where the future of medicine is going. Combining powers of observation and real world experience, Dr. Nick has seen many predictions come true and makes the case that innovations in healthcare can be accomplished incrementally, not just by moonshot events. Tune in to hear Dr. Nick: The Incrementalist and his guests discuss what the future of healthcare looks like, how we will get there, and what it will take to improve healthcare for all.

This article was originally published on the Dr. Nick – The Incrementalist blog and is republished here with permission.