Company: Patagonia Health, Cary, NC
Company Description: Patagonia Health’s integrated EHR, Practice Management, and Billing solution is federally certified and designed to improve departmental workflows using apps and cloud-based technology. We collaborate with public and behavioral health organizations to develop advanced features, empowering them to improve the well-being of their communities. For more information, visit patagoniahealth.com.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Technology Industries
 Nomination Title: Patagonia Health: Customer Service Comes First
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 194 words used.
Founded in 2009, Patagonia Health was established by healthcare veterans who noticed the frustration among users of other Electronic Health Record (EHR) software, which lacked user-friendliness. Driven to provide a different experience, Patagonia Health aimed to offer innovative products and industry-best customer service.
While many EHR vendors are transitioning to self-help models to save costs, Patagonia Health remains dedicated to providing personalized training and support. Their primary goal is to achieve 100% customer reference-ability, relying on customer satisfaction and referrals for growth.
Initially serving primary care and behavioral health clients, they expanded its offering in 2012 by incorporating public health-focused apps into its EHR at the request of the NC Association of Local Health Departments. Due to positive feedback, approximately 40% of NC health departments adopted Patagonia Health’s EHR. Patagonia Health has grown and is now deployed in 38 states. Our integrated healthcare model gained significant recognition and expanded to health organizations nationwide, including large state systems, behavioral health agencies, and over 350 health departments.
The company continuously evolves its products to cater to the ever-changing needs of the public and behavioral health industries and is unwavering in its commitment to the client experience.
- Outline the organizations customer service achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
This year, the company prioritized client retention through enhanced engagement and satisfaction initiatives:
Account Management Team
The newly established Account Management Team focuses on improving ARR retention and customer renewal metrics [REDACTED FOR PUBLICATION]. The team’s responsibilities include proactive customer outreach, maintaining customer references, enhancing communication, and coordinating User Group events.
User Group Events
In 2024, Patagonia Health revived User Groups, which had been paused during the pandemic. These on-site, state-specific events offered customer training and networking opportunities, with product experts leading sessions to provide additional education and encourage users to share best practices. To elevate the experience, VP participation is now included with each User Group as well as client appreciation social events. These varied from casual drinks and appetizers to group bowling events. [REDACTED FOR PUBLICATION].
Ideas Portal
Responding to user feedback, the Product Management Team launched the Ideas Portal, a centralized hub for submitting and tracking feature requests. Users can vote on ideas, and the team provides updates on their status, fostering transparency and collaboration.
Support Enhancements
The Support Team added five new full-time employees to improve the customer experience further. In 2024, the average first response time for a ticket was less than 2 hours. In contrast, many competitors have a 48-hour standard wait policy before responding to ticket requests. [REDACTED FOR PUBLICATION]
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 245 words used.
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With new testimonials and photos from user groups, the team prides itself on providing the personal touch many EHR vendors lack.
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In 2024, Patagonia Health celebrated 15 years in business. The team believes their people, product, and process have made this possible.
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Prasad Naik's promotion to Patagonia Health’s first Vice President of Finance and Mary Mieure’s as Vice President of Client Experience benefit customers by ensuring the company continues to provide reliable, accurate, and efficient services as it grows. With these new leaders, clients can expect sustained growth, more innovation, and increased stability.
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The new Ideas Portal emphasizes a commitment to ensuring solutions evolve with customers' needs. The Portal allows customers to shape the future of Patagonia Health’s products through idea suggestions.
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The upcoming eLearning Module empowers users through training personalized to their role. It aims to strengthen onboarding and skill development and offers clients education as needed while navigating the application.
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Patagonia Health’s recognition for the second time as a Triangle Business Fast 50 company highlights its ability to scale with customers. This growth ensures continued investment in modern healthcare solutions and attracting top talent for the best customer service.
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The recently enhanced Custom Forms App benefits customers by supporting the programs unique to their practices. It enables users to request custom forms that are published in real-time, eliminating the delays common with other EHR systems. This enhancement empowers users to document and manage unique programs more effectively, improving operational efficiency and patient care.
- Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 221 words used.
Members of the product, training, and leadership teams now actively participate in user group events, fostering stronger personal connections with clients. While many EHR systems are available on the market, Patagonia Health’s team believes its personalized approach sets it apart. Recent customer testimonials highlight the value of that personalized approach and appreciation for these user groups.
In the past, some customers were unaware of the enhancements made on their behalf. To address this, product updates became a key focus during user groups, and the six-week release notes were revamped for clarity. The marketing team also launched the "We Hear You" campaigns and “Product Recap” emails, summarizing updates and setting expectations for future developments. These initiatives have significantly improved product utilization and enhanced client value perception.
Additionally, the Client Experience and Research & Development teams collaborated to launch the Patagonia Health Ideas Portal in response to user feedback. This platform allows customers to view the product roadmap, receive updates on their suggestions, and actively contribute to the evolution of their EHR system. This type of partnership between vendor and client is unique in the EHR industry.
Recent Net Promoter Scores (NPS) confirm the success of the client engagement strategies. [REDACTED FOR PUBLICATION]
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