User Feedback Fuels Innovation
At QHR, we’re lucky to have over 500 staff who are passionate about our products and committed to uniting Canadian healthcare. We’re also fortunate to have Accuro users that challenge and motivate us to keep improving. As you can imagine, our staff and users contribute a wealth of ideas we could implement – but how do we decide which ones to pursue?
“Nothing Important Happens in the Office” (NIHITO)
It may sound counter-intuitive, but NIHITO is one of the most important principles of Product Management. What it means is regularly getting away from our desks and engaging with users (and non-users) to identify problems that need solving. Engaging with you allows us to understand how you use our products, and it keeps us from making assumptions about what we think you want. It also ensures we build the right thing, the right way.
Our Product Managers and User Researchers routinely schedule NIHITO meetings where they ask a lot of questions and, more importantly, listen to the answers. In some cases, we want to learn how you perform activities – for example, how you prepare for a visit – which helps us see how we could make that flow better by ensuring you have all the information you need at a glance. In other instances, we’re looking for feedback about new offerings, or testing designs with you.
What kinds of improvements are we talking about? Below are just a few examples of NIHITO in action:
Video Launch from Accuro
You told us you wanted to:
- Seamlessly launch video appointments from Accuro without opening another browser window
- Launch video appointments to fit your workflow (back-to-back appointments or spaced apart)
- Launch video appointments from multiple places in Accuro
In response, we upgraded Accuro Engage for Standard and Premium customers to:
- Enable video launch directly from Accuro
- Enable automatic browser opening for video appointments
- Enable video appointment launch from Day Sheet, Scheduler, Encounter Notes, Traffic Manager
Unread/Read Secure Messaging
You told us you wanted to:
- Easily determine which patients have opened their secure message
- Quickly identify which patients you need to follow up with
In response, we:
- Allowed providers to filter unread messages by recipient or provider
24-hour appointment reminder for video
You told us that:
- Patients were having trouble finding their video appointment email on the day of the appointment, and ended up either being late to the appointment or missing it entirely
In response, we:
- Enabled 24-hour email appointment reminders for video appointments
Provincial Initiatives
We’re focused on supporting the 6 Canadian provinces we service and the jurisdictional priorities of each one. While EMR vendors are required to comply with mandatory requirements in some provinces but not in others, we strive to deliver the functionality you need to comply with the standards in your province even when compliance isn’t mandatory.
Ideas Portal
The QHR Ideas Portal is a platform for you to share and vote on ideas for product development consideration. With over 5,000 ideas, we understandably can’t build everything; however, the platform allows us to engage with you and identify common themes and areas of focus. We’re always actively reviewing ideas, commenting, and reaching out to gain further information as needed.
As you can see, user feedback makes a difference! If you’re interested in having a NIHITO meeting with our team, just email us at UXResearch@QHRTech.com or add your contact information here: https://qhrmarketing.wufoo.com/forms/research/