Vendor Engagement Tips & Tricks
One of the most valuable insights comes from speaking with other organizations that have experience with the vendor. When requesting references, go beyond surface-level feedback by asking:
- What do you like most about working with this vendor?
- What challenges have you encountered?
- How responsive and effective is their support team?
- How smooth is the upgrade and maintenance process?
- What was the learning curve like for users? Can I speak with some end users directly?
- What advice do you have for managing this vendor relationship effectively?
Pro Tip: If possible, facilitate peer-to-peer user discussions to gain real, unfiltered feedback on the vendor’s system and service.
Understanding the True Cost
Beyond initial pricing, it’s essential to evaluate the total cost of ownership (TCO) over time. Request a 3-year cost estimate from the vendor that includes:
- One-time implementation costs
- Recurring fees (e.g., licensing, maintenance, upgrades)
- Additional charges for support, training, or customization
Being clear on these costs upfront will help you avoid surprises down the road.
Implementation Process: What to Expect
Understanding the rollout process helps you gauge the effort required from your team. Ask the vendor:
- Will your team provide onsite support, or is implementation fully remote?
- What is the typical deployment timeline?
- What responsibilities fall on our internal staff versus your implementation team?
This ensures you allocate the right resources and avoid delays due to unexpected responsibilities.
Support: Know Your Options
Support needs vary depending on your organization’s structure and technical capabilities. Clarify the vendor’s support model by asking:
- What levels of support are available (e.g., 24/7, business hours, emergency)?
- Does the vendor provide direct support to patients, or only to internal IT teams?
- What support services are included in our contract, and what costs extra?
Matching support levels with your organization’s needs will prevent gaps in service.
Training: Setting Up for Success
A smooth adoption depends on how well your team is trained. Ask about:
- Training options – Live sessions, online tutorials, self-paced courses?
- Who provides training? – Vendor-led or internal train-the-trainer model?
- Ongoing education – How does the vendor support new users over time?
- Are there additional costs for training?
Knowing these details upfront helps ensure a seamless transition for your staff.
Access to Vendor Leadership
As your telehealth program evolves, having access to the vendor’s leadership can be critical to resolving issues and influencing future development. Consider:
- Can you establish direct communication with leadership early in the relationship?
- Do they understand and align with your organization’s mission and long-term goals?
- Are they open to feedback and collaboration as your needs change?
A strong relationship with decision-makers at the vendor’s company can enhance long-term support and flexibility.
Hosting & Security: Safeguarding PHI
Since Protected Health Information (PHI) may be transmitted or stored, it's critical to confirm data security measures. Even if the vendor is HIPAA-compliant, ask:
- Where is data hosted (on-premises, cloud, hybrid)?
- What security measures protect patient information?
- How is data backed up and recovered in case of failure?
Understanding these security details ensures compliance and protects sensitive patient data.
By thoroughly addressing these key areas, you can engage with your telehealth vendor more effectively, avoid common pitfalls, and build a strong foundation for a successful long-term partnership.
