OK, first it is ironic, because I am under the impression that most people agree that AC is under priced. The irony is that this has become less the case as the more things that have been added and, therefore, caused more bugs and the more things that are in the works but not running on time, the less people are in agreement on this. I am not agreeing or disagreeing, just stating what seems to be true especially based on the very small sampling of those who did get a chance to post on Jon's thread.
My thinking is that the likelihood that users will take the new prices in stride are based on five areas, three of which are not satisfactory. The two areas which are succeeding are the following.
Certification. I think AC has moved forward rapidly and is doing everything possible to make AC ready for certification and meaningful use. This is something that has to be done to be competitive.
Version 5: which includes ePrescribing and other health maintenance features including a faster and more robust vaccine entry program.
Things that are not satisfactory are the following:
New Versions: The timing of when things are being developed vs promised, e.g. PM and 5.1. I think users are fine with PM coming out in 2011 as long as they have a rough idea of when that will be. Users make decisions on upgrades and new installs based on these. Of course, it is difficult for AC to nail these down. I am writing this based on what I have read on the board.
FYI: As Microsoft has so clearly demonstrated, it is difficult to predict with any certainty when a new version or upgrade will be available.
Support: While it is well and good and completely understandable to state that the increased income is to allow better support, in a way, this is putting the cart before the horse. I think one needs to anticipate growth and the increase in support it will need and possibly even look at increased support without compensation as an investment. I do understand how those who have had difficulty getting timely support being frustrated with paying more even if the amount being asked is not unreasonable. It still looks like paying more for something one has been unhappy with to begin with. So many companies now are adopting an alternative strategy to email and phone support when one goes that route. They will almost always say, it will be quicker to go to our knowledgebase, FAQ or manuals first. It does take time to develop robust knowledgebases, FAQ, and manuals, but once done, it can free up two or three calls per week. An example in FAQs might be:
Question: When I print a lab order, the diagnosis does not appear on the requisition.
Answer: Make sure that you enter the ICD-9 code first before selecting a lab below.
Even if one person a week read this, it would be helpful.
FYI: I have never had issues with support and based on my experience, they are top notch. There are areas where they can be deficient such as working with SQL. But, I do not wish to convey that support is not good. I am basing some of my comments on threads I have read on the board.
AC is getting much too big and complicated to not have a comprehensive manual and user guide including how to install. To install a new version is not straightforward and moving an install from one PC to another can be daunting. There should be a step by step user guide. Again, a knowledgebase and FAQs are a must on a new well-designed support section on the website.
Forgetting The Past: This is an area that has been frustrating to many people especially long time users. As I have said often, I am not a businessman, and I do not know if it is wise to dance with who brung you and continue to make a product which no one else can duplicate. This ensures you a niche market that no one else can touch. Or, is the axiom that you can't rest on your laurels the more important factor and, therefore, your business will left behind to languish if you do not adopt what other EMRs have such as a PM.
Most of us who were attracted to AC in the first place did so after months of research and looking at expensive and bloated EMRs that we found would hinder our work flow rather than improve it.We loved the simplicity of AC, how quick it was and the price. But, I must say, ironically that was a time when I thought it was worth twice the amount. Many of us (again possibly clueless in business AND in coding) have maintained that keeping what we have but tweaking it here and fixing it there would make a good thing great. There are some things that are so small yet screaming for fixing.
Not only do some of us feel that the rapid movement ahead is causing AC to lose sight of v4, but it would be helpful to get updates on the newest plans while told what things in v4 may change or maybe I should say the main body of AC. To clarify, when I say v4, I am referring to AC prior to HM and other major changes. Fixing the AC that has been the best product on the market going back to 2001.
I do not think there is one distinct place that users feel comfortable sending there ideas. I have emailed them and sent them from the program. I think most of us put them on the boards if, for no other reason, to have them validated.
Just some thoughts.
