The unwritten rule of the software industry right now is isolation. Vendors sell you a massive, complex system, and then build a wall between you and their team.
When you have a critical issue, you are forced to submit an email ticket into a black hole and wait days—sometimes weeks—for a generic response.
The Cost of Poor Support
When you are dealing with hospice care and strict compliance standards, waiting a week for an email reply isn’t just annoying. It is an operational hazard.
Software Shouldn’t Come with Barriers
Software shouldn’t come with a barrier to entry for help.
If an EMR vendor doesn’t trust their product enough to give you a direct phone line when things go wrong, they don’t deserve your contract when things go right.
Support Matters
Reliable support is not a luxury feature. It is a critical part of any healthcare software partnership and an essential requirement for hospice agencies operating under strict compliance expectations.
