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: Customer Service in Every Area of Our Business
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
Founded in 2009, Patagonia Health was established by healthcare veterans who noticed the frustration among users of other EHR software, which lacked user-friendliness. Driven by the desire to provide a different experience, Patagonia Health aimed to offer high-tech products along with 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, Patagonia Health 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. This led to approximately 40% of NC county health departments (over 2,700 users) adopting Patagonia Health’s EHR due to positive feedback from early adopters.
As many health departments grew to offer both public health and behavioral health services, Patagonia Health's integrated healthcare model gained significant recognition and expanded to health organizations nationwide, including large state systems. The company continuously evolves its products to cater to the ever-changing needs of public and behavioral health industries, along with its unwavering commitment to customer support.
- Outline the organizations customer service achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
We continuously make adjustments to create the best experience for our customers at every stage of their journey with Patagonia Health.
This year alone we have made the following improvements based on customer feedback:
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Our development team created the Contactless Patient Experience app based on feedback from our customers who needed secure communication between patients and their care team. This new feature allows our customers’ patients to self-schedule, access health information, and message their providers.
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Our support team rolled out a new support widget that allows users to easily search for how-to articles and attach screenshots to tickets without having to log on to a separate support portal.
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Our customer engagement team added a handoff process for new customers who are moving from implementation to customer engagement and support. During this transfer, they set expectations and ensure we don’t leave users in the dust after “go-live.” This is in addition to new educational webinars, system training sessions, and quick guides.
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Our Operations team developed a new process that accelerates the speed and organization of new projects by tracking each step from start to finish.
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Our Client Sales team fine-tuned the renewal call format to include our customer experience team to create a holistic experience for the customer.
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Our Sales team added flexible pricing options for rural health departments that receive less federal funding.
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Our Accounting team changed our invoicing process for more accessibility for customers through digital invoicing.
We believe every employee at our company contributes to customer satisfaction.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 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 218 words used.
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Customer Reviews. This year, we have focused our efforts on social proof and documenting genuine testimonials of our current clients. We are pleased to report a ⅘ star rating on Software Advice, beating many of our competitors in the EHR industry.
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Customer Engagement Initiatives. We wanted to smooth out the process between implementation and the day-to-day needs of our users. We have improved that transition through these initiatives.
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Employee 10-year Milestones. Four of our teammates reached 10-year anniversaries this year with Patagonia Health. Patagonia Health’s success can be attributed to the dedication and hard work of our team members like Zeke, Felicia, Sean, and Debbie. Their passion and dedication to customer service ensure that Patagonia Health is an industry leader in EHR software for years to come.
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Big win: Fairfax County Health Department. This mammoth 250-user health department overcame a complicated 2+ year process to choose an EHR system perfect for them, and Patagonia Health is proud to have them as a customer. Our entire team works tirelessly to provide a product that is flexible enough to serve a small rural county of 2 users and large departments like Fairfax.
In addition, we have linked our news posts, employee testimonials, and new developments that we have accomplished over the past year that show our dedication to customer service.
- 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 235 words used.
Our customers are on the front lines every day in the work they do in their communities. That is why it is so vital that we listen when they communicate what they need to effectively do their jobs. The addition of our Contactless Patient Experience App addresses many concerns that they had when recovering from the COVID-19 pandemic. It allows patients to remotely check-in for appointments and complete consent forms. This allows our providers to know more about their patients before they see them in person, and it saves them valuable time with patients in waiting rooms. The solution can be used in tandem with a kiosk in waiting rooms to further speed up the check-in process.
Additionally, we developed new reporting features for family planning. With the announcement of new requirements for Title X grantees, we adjusted our solution so our customers can receive these important grants. These additions to our solution allow health organizations to increase capacity while saving time and money.
There are many EHR vendors on the market, and Patagonia Health prides itself on standing out due to our commitment to customer satisfaction. To us, it’s not just something we say– it’s something we do in every area of our business. When our customers share feedback, we listen and change. We believe that the reason our company has grown so rapidly each year is because of this differentiator from our competitors.
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