Actively Listening to Your Customer

 In About MIC, Industry Trends

After reading the article “Listen to Users” by Travis Good, we looked into our own communication practices to make sure we are doing the best we can to listen and understand to our users.

Providing healthcare solutions is not about addressing one particular group’s needs, but is about designing a solution that meets the needs of stakeholders across an institution. As the CEO of a healthcare software company, I believe it is absolutely critical to actively listen and respond proactively to your customer’s needs.

In this industry there is no lack of ideas on how to improve patient care. Clinical professionals are acutely aware of the problems that surround them on a daily basis. The challenge they face is that many of these problems require solutions that are outside their area of control and expertise. Listening to multiple stakeholders within an organization allows you to gain perspective on the problems they face and the feasibility of implementing a practical solution that integrates into their workflow.

I make it a point to talk to different institutional stakeholders at a minimum of one time per week, if not more. It is not just important to listen to these stakeholders, but to understand their needs and communicate their needs back to them. I highly recommend this practice to other vendor company leaders. Interactions should not be limited to one group; one should actively engage physicians, nurses, technicians, administrators, information system and biomed representatives across the healthcare institution. 

You will discover very different stories and needs across an institution that are related to your product. In a broad sense you will find:

System users want solutions that fit into their workflow, help improve patient outcomes, and solve critical problems that are currently not being addressed.

Administrators want products that ultimately add value to their institution and help meet strategic goals.

Technology managers want systems that are easy to maintain, safe, secure, and do not disrupt other internal systems and networks.

Being empathetic to your customer reminds you to re-focus what you do on a daily basis, to what is important to your customer.

Do you have any other tips or ways you focus on being a better listener with your users?