Client Support

EDIMS, LLC provides intensive, high-availability client service as a routine element of its product offering. As we support a mission critical application that impacts the quality of patient care in volatile healthcare delivery environments, we staff, train, and equip our services teams so that they can consistently perform at exemplary levels. We understand that rapid problem-solving is a vital part of the overall ED solution. The value of an ED software application can not be fully realized unless it is consistently supported by a complement of 24x7, real-time services that facilitate user re-training and fix problems emerging in the field. To survive in an increasingly competitive business environment and fulfill the uncompromising demands of our ED end-users, we strive to support our product in ways that always exceed our customers' expectations. That's exactly what we've been doing since 1986.

EDIM is fully supported by an in-house team of professionals who are trained in technical, clinical, billing, and related disciplines. When you call our client support team, you are provided with a knowledgeable individual who is there to answer your questions across a range of simple and complex topics. Our people draw on their own expertise, as well as the diverse skills of their colleagues, to create successful, meaningful outcomes. We do not simply process call volumes: when we close a call, the problem has been solved.

Because we understand how critical your electronic medical record is to your 24x7x365 practice of emergency medicine, we provide the real-time support that your environment requires. Your site is assigned to a specialized EDIM Account Manager who understands the unique complexities and specific requirements of your facility.

Training and Implementation

Because EDIM is a highly engineered solution, built by clinicians for clinicians, our intensive, up-front training and customization processes are designed to assure rapid deployment, and complete adoption by new customer sites. Over the past two decades, we have seen 100% utilization by clinicians at all our client sites.

Our training and implementation process typically begins with a formal Kick-Off Meeting 120 days in advance of your scheduled Go-Live date. This well-defined, regimented process lets you determine exactly what you need and schedule the coverage appropriate to your demands. Your dedicated EDIMS Account Manager will be on-site during your formal training period, as well clinical and operational experts who not only provide instructions on how to use the system, but who also demonstrate how the system is typically used by high-performing clinical teams in similar run-time environments.

Because the ED is a 24/7 operation, we offer Web-based training modules to not only help with agency nurses and part-time help, but also to provide short, helpful hints that assist the user in maximizing their use of key functions in EDIM. Our on-line help provides instant answers to your staff's "how do I" questions - exactly what they need, when they need it.