Global EditionQuality and SafetyIntermountain Healthcare CDIO shares advice for evaluating and selecting vendorsChief Digital and Information Officer Craig Richardville stresses three tenets: simplicity, alignment and risk sharing.By Bill SiwickiApril 09, 202411:50 AM

Global EditionQuality and SafetyIntermountain Healthcare CDIO分享评估和选择供应商的建议首席数字和信息官克雷格·理查德维尔（CraigRichardville）强调三个原则：简单、一致和风险分担。Bill SiwickiApril 09202411:50 AM

Craig Richardville, chief digital and information officer at Intermountain Healthcare

Intermountain Healthcare首席数字和信息官克雷格·理查德维尔（CraigRichardville）

Photo: Intermountain Healthcare

照片：Intermountain Healthcare

Healthcare information technology is quite complex. The process for evaluating vendors is nuanced and hinges on simplicity, alignment and risk sharing, said Craig Richardville, chief digital and information officer at Intermountain Healthcare.

医疗保健信息技术相当复杂。Intermountain Healthcare首席数字和信息官克雷格·理查德维尔（CraigRichardville）表示，评估供应商的过程是微妙的，取决于简单性、一致性和风险分担。

More than just contracting for a product, healthcare CIOs should be focused on choosing 'partners' that help organizations find tools that simplify work and enhance the patient experience, companies that work together to achieve common goals, Richardville advised.

Richardville建议，医疗保健首席信息官不仅应该签约一种产品，还应该专注于选择“合作伙伴”，帮助组织找到简化工作和增强患者体验的工具，以及合作实现共同目标的公司。

Healthcare IT News sat down with Richardville of the famous health system that always has been ahead of the pack in health IT to gain his expertise on vendor selection.

Healthcare IT News采访了著名卫生系统的Richardville，该系统在卫生IT领域一直处于领先地位，以获得他在供应商选择方面的专业知识。

Q. You say the process for evaluating vendors hinges on simplicity, alignment and risk sharing. Please elaborate.

Q、 您说评估供应商的过程取决于简单性、一致性和风险分担。请详细说明。

A. Healthcare technology is complex and often needs to accommodate many different departments and specialties. At the same time, we've all experienced technology advancing rapidly and to the point of being outdated faster than we anticipate.

A、 医疗保健技术很复杂，通常需要适应许多不同的部门和专业。与此同时，我们都经历过技术的快速发展，甚至比我们预期的更快地过时。

When we look at technology or services vendors, we often find ourselves evaluating in two different categories – short-term and long-term service vendors, the latter being more like a partnership relationship.

当我们审视技术或服务供应商时，我们经常发现自己在两个不同的类别中进行评估——短期和长期服务供应商，后者更像是一种合作关系。

Those tenets of simplicity, alignment and risk sharing become important when determining if a vendor will fulfill a short-term need or will be with us for a longer haul. When we talk about simplification, we're often looking for organizations that can help us take the complexity of our processes and use health technology to make it simple – for our patients, members and caregivers..

在确定供应商是满足短期需求还是与我们长期合作时，这些简单性、一致性和风险分担的原则变得非常重要。当我们谈论简化时，我们经常在寻找能够帮助我们克服流程复杂性并使用卫生技术简化流程的组织，包括患者、成员和护理人员。。

This could be about significantly improving a workflow, or it could be providing a seamless experience based on interoperability, for example, as we grow. In an organization as large and advanced as Intermountain Health, the ability to grow or shrink a solution is vital for long-term success.

这可能是关于显著改进工作流程，也可能是在我们成长的过程中提供基于互操作性的无缝体验。在像Intermountain Health这样规模庞大且先进的组织中，发展或缩小解决方案的能力对于长期成功至关重要。

In terms of alignment, we will often take the time to ensure the vendor's goals and values align with ours. Not only does this help improve workflow, it fosters a cooperative environment where we know the partner-like vendor is working toward the same paradigm we are.

就一致性而言，我们通常会花时间确保供应商的目标和价值观与我们的一致。这不仅有助于改进工作流程，还促进了一个合作环境，我们知道类似合作伙伴的供应商正在朝着与我们相同的模式努力。

Shared goals and values also help when evaluating through risk sharing. Technology always comes with risk, whether it be system reliability, interoperability, or compliance and data security. Evaluating risk sharing entails a mutual understanding of those potential risks and balancing the responsibilities for each, where both parties share the burden and work together to mitigate risks effectively..

共享的目标和价值观也有助于通过风险共享进行评估。技术总是伴随着风险，无论是系统可靠性、互操作性还是法规遵从性和数据安全性。评估风险分担需要相互了解这些潜在风险，并平衡各方的责任，双方分担负担，共同努力有效缓解风险。。

Q. You say vendors who strike successful relationships with provider organizations engage in collaborative relationships, aiming for long-term synergy and shared success. Please describe what this looks like.

Q、 你说，与供应商组织建立成功关系的供应商参与合作关系，旨在实现长期协同和共享成功。请描述一下这是什么样子。

A. The most successful relationships contain positive collaboration toward long-term improvement and shared success. This involves open communication, mutual respect and a commitment to achieving common goals.

A、 最成功的关系包括长期改进和共享成功的积极合作。这包括开放的沟通、相互尊重和实现共同目标的承诺。

Vendor partners actively engage with us to understand our unique challenges and needs, offering tailored solutions within their framework to fit those needs and offer continuous support for the challenges that may arise. They view our success as their own and are dedicated to fostering a sustainable and mutually beneficial relationship over time..

供应商合作伙伴积极与我们合作，了解我们独特的挑战和需求，在其框架内提供量身定制的解决方案，以满足这些需求，并为可能出现的挑战提供持续支持。他们将我们的成功视为自己的成功，并致力于随着时间的推移建立可持续和互利的关系。。

Q. You suggest healthcare organizations must find vendors that simplify work, enhance the patient experience and work together to achieve common goals. Please give an example of how you achieved this with one of your vendors.

Q、 您建议医疗保健组织必须找到简化工作、增强患者体验并共同努力实现共同目标的供应商。请举例说明您是如何与您的一家供应商实现这一目标的。

A. While this is always the goal, sometimes it doesn't always work that way. Each situation is unique and sometimes we just need an immediate solution or need to solve a specific problem. When all those things do come together, the result is a solution where everyone wins.

A、 虽然这一直是目标，但有时并不总是这样。每种情况都是独特的，有时我们只需要立即解决或需要解决特定的问题。当所有这些事情结合在一起时，结果是每个人都赢了。

In one instance, we partnered with a software vendor to enhance our patient scheduling system. Instead of merely providing a solution, the vendor took the time to understand our unique workflows and diverse patient populations.

在一个例子中，我们与一家软件供应商合作，以增强我们的患者调度系统。供应商没有仅仅提供解决方案，而是花时间了解了我们独特的工作流程和不同的患者群体。

Together, we identified pain points in the existing system and collaborated to design a customized solution that streamlined scheduling, improved patient access and enhanced the overall patient experience. The proof was in a 20% increase in conversions through our website navigation.

我们共同确定了现有系统中的难点，并合作设计了一个定制的解决方案，该解决方案简化了日程安排，改善了患者访问并增强了整体患者体验。通过我们的网站导航，转化率提高了20%。

Through regular communication and feedback loops, we iteratively refined the solution to ensure it met our evolving needs. This collaborative approach not only simplified our work processes but also directly contributed to better patient outcomes and satisfaction.

通过定期的沟通和反馈循环，我们反复改进解决方案，以确保它满足我们不断发展的需求。这种协作方法不仅简化了我们的工作流程，而且直接有助于改善患者的结果和满意度。

Q. What advice can you offer your peers at other hospitals and health systems when it comes to evaluating and selecting vendors?

Q、 在评估和选择供应商时，您可以为其他医院和卫生系统的同行提供什么建议？

A. When conducting risk assessments for potential longer-term vendor relationships, it's essential to approach it comprehensively and collaboratively. I advise my peers to include the following in their evaluation process:

A、 在对潜在的长期供应商关系进行风险评估时，必须全面合作。我建议同行在评估过程中包括以下内容：

Involve stakeholders from various departments, including IT, legal and compliance, to assess risks from different perspectives. It's crucial to thoroughly evaluate the vendor's security protocols, compliance with regulations, financial stability and past performance.

让来自各个部门（包括IT、法律和合规部）的利益相关者参与，从不同角度评估风险。彻底评估供应商的安全协议、法规遵从性、财务稳定性和过去的表现至关重要。

Fostering open communication with the vendor and establishing clear expectations from the outset can help identify and mitigate potential risks effectively.

促进与供应商的公开沟通，并从一开始就建立明确的期望，可以帮助有效识别和减轻潜在风险。

Emphasize the importance of continuous monitoring and reassessment of risks throughout the relationship to ensure ongoing compliance and alignment with organizational goals.

强调在整个关系中持续监控和重新评估风险的重要性，以确保持续合规并与组织目标保持一致。

Follow Bill's HIT coverage on LinkedIn: Bill Siwicki

关注比尔在LinkedIn上的热门报道：比尔·西维奇

Email him: bsiwicki@himss.org

给他发电子邮件：bsiwicki@himss.org

Healthcare IT News is a HIMSS Media publication.

医疗保健IT新闻是HIMSS的媒体出版物。

Topics: Interoperability, Quality and Safety, Workflow

主题：互操作性、质量和安全、工作流程

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Healthcare information technology is quite complex. The process for evaluating vendors is nuanced and hinges on simplicity, alignment and risk sharing, said Craig Richardville, chief digital and information officer at Intermountain Healthcare.

医疗保健信息技术相当复杂。Intermountain Healthcare首席数字和信息官克雷格·理查德维尔（CraigRichardville）表示，评估供应商的过程是微妙的，取决于简单性、一致性和风险分担。

More than just contracting for a product, healthcare CIOs should be focused on choosing 'partners' that help organizations find tools that simplify work and enhance the patient experience, companies that work together to achieve common goals, Richardville advised.

Richardville建议，医疗保健首席信息官不仅应该签约一种产品，还应该专注于选择“合作伙伴”，帮助组织找到简化工作和增强患者体验的工具，以及合作实现共同目标的公司。

Healthcare IT News sat down with Richardville of the famous health system that always has been ahead of the pack in health IT to gain his expertise on vendor selection.

Healthcare IT News采访了著名卫生系统的Richardville，该系统在卫生IT领域一直处于领先地位，以获得他在供应商选择方面的专业知识。

Q. You say the process for evaluating vendors hinges on simplicity, alignment and risk sharing. Please elaborate.

Q、 您说评估供应商的过程取决于简单性、一致性和风险分担。请详细说明。

A. Healthcare technology is complex and often needs to accommodate many different departments and specialties. At the same time, we've all experienced technology advancing rapidly and to the point of being outdated faster than we anticipate.

A、 医疗保健技术很复杂，通常需要适应许多不同的部门和专业。与此同时，我们都经历过技术的快速发展，甚至比我们预期的更快地过时。

When we look at technology or services vendors, we often find ourselves evaluating in two different categories – short-term and long-term service vendors, the latter being more like a partnership relationship.

当我们审视技术或服务供应商时，我们经常发现自己在两个不同的类别中进行评估——短期和长期服务供应商，后者更像是一种合作关系。

Those tenets of simplicity, alignment and risk sharing become important when determining if a vendor will fulfill a short-term need or will be with us for a longer haul. When we talk about simplification, we're often looking for organizations that can help us take the complexity of our processes and use health technology to make it simple – for our patients, members and caregivers..

在确定供应商是满足短期需求还是与我们长期合作时，这些简单性、一致性和风险分担的原则变得非常重要。当我们谈论简化时，我们经常在寻找能够帮助我们克服流程复杂性并使用卫生技术简化流程的组织，包括患者、成员和护理人员。。

This could be about significantly improving a workflow, or it could be providing a seamless experience based on interoperability, for example, as we grow. In an organization as large and advanced as Intermountain Health, the ability to grow or shrink a solution is vital for long-term success.

这可能是关于显著改进工作流程，也可能是在我们成长的过程中提供基于互操作性的无缝体验。在像Intermountain Health这样规模庞大且先进的组织中，发展或缩小解决方案的能力对于长期成功至关重要。

In terms of alignment, we will often take the time to ensure the vendor's goals and values align with ours. Not only does this help improve workflow, it fosters a cooperative environment where we know the partner-like vendor is working toward the same paradigm we are.

就一致性而言，我们通常会花时间确保供应商的目标和价值观与我们的一致。这不仅有助于改进工作流程，还促进了一个合作环境，我们知道类似合作伙伴的供应商正在朝着与我们相同的模式努力。

Shared goals and values also help when evaluating through risk sharing. Technology always comes with risk, whether it be system reliability, interoperability, or compliance and data security. Evaluating risk sharing entails a mutual understanding of those potential risks and balancing the responsibilities for each, where both parties share the burden and work together to mitigate risks effectively..

共享的目标和价值观也有助于通过风险共享进行评估。技术总是伴随着风险，无论是系统可靠性、互操作性还是法规遵从性和数据安全性。评估风险分担需要相互了解这些潜在风险，并平衡各方的责任，双方分担负担，共同努力有效缓解风险。。

Q. You say vendors who strike successful relationships with provider organizations engage in collaborative relationships, aiming for long-term synergy and shared success. Please describe what this looks like.

Q、 你说，与供应商组织建立成功关系的供应商参与合作关系，旨在实现长期协同和共享成功。请描述一下这是什么样子。

A. The most successful relationships contain positive collaboration toward long-term improvement and shared success. This involves open communication, mutual respect and a commitment to achieving common goals.

A、 最成功的关系包括长期改进和共享成功的积极合作。这包括开放的沟通、相互尊重和实现共同目标的承诺。

Vendor partners actively engage with us to understand our unique challenges and needs, offering tailored solutions within their framework to fit those needs and offer continuous support for the challenges that may arise. They view our success as their own and are dedicated to fostering a sustainable and mutually beneficial relationship over time..

供应商合作伙伴积极与我们合作，了解我们独特的挑战和需求，在其框架内提供量身定制的解决方案，以满足这些需求，并为可能出现的挑战提供持续支持。他们将我们的成功视为自己的成功，并致力于随着时间的推移建立可持续和互利的关系。。

Q. You suggest healthcare organizations must find vendors that simplify work, enhance the patient experience and work together to achieve common goals. Please give an example of how you achieved this with one of your vendors.

Q、 您建议医疗保健组织必须找到简化工作、增强患者体验并共同努力实现共同目标的供应商。请举例说明您是如何与您的一家供应商实现这一目标的。

A. While this is always the goal, sometimes it doesn't always work that way. Each situation is unique and sometimes we just need an immediate solution or need to solve a specific problem. When all those things do come together, the result is a solution where everyone wins.

A、 虽然这一直是目标，但有时并不总是这样。每种情况都是独特的，有时我们只需要立即解决或需要解决特定的问题。当所有这些事情结合在一起时，结果是每个人都赢了。

In one instance, we partnered with a software vendor to enhance our patient scheduling system. Instead of merely providing a solution, the vendor took the time to understand our unique workflows and diverse patient populations.

在一个例子中，我们与一家软件供应商合作，以增强我们的患者调度系统。供应商没有仅仅提供解决方案，而是花时间了解了我们独特的工作流程和不同的患者群体。

Together, we identified pain points in the existing system and collaborated to design a customized solution that streamlined scheduling, improved patient access and enhanced the overall patient experience. The proof was in a 20% increase in conversions through our website navigation.

我们共同确定了现有系统中的难点，并合作设计了一个定制的解决方案，该解决方案简化了日程安排，改善了患者访问并增强了整体患者体验。通过我们的网站导航，转化率提高了20%。

Through regular communication and feedback loops, we iteratively refined the solution to ensure it met our evolving needs. This collaborative approach not only simplified our work processes but also directly contributed to better patient outcomes and satisfaction.

通过定期的沟通和反馈循环，我们反复改进解决方案，以确保它满足我们不断发展的需求。这种协作方法不仅简化了我们的工作流程，而且直接有助于改善患者的结果和满意度。

Q. What advice can you offer your peers at other hospitals and health systems when it comes to evaluating and selecting vendors?

Q、 在评估和选择供应商时，您可以为其他医院和卫生系统的同行提供什么建议？

A. When conducting risk assessments for potential longer-term vendor relationships, it's essential to approach it comprehensively and collaboratively. I advise my peers to include the following in their evaluation process:

A、 在对潜在的长期供应商关系进行风险评估时，必须全面合作。我建议同行在评估过程中包括以下内容：

Involve stakeholders from various departments, including IT, legal and compliance, to assess risks from different perspectives. It's crucial to thoroughly evaluate the vendor's security protocols, compliance with regulations, financial stability and past performance.

让来自各个部门（包括IT、法律和合规部）的利益相关者参与，从不同角度评估风险。彻底评估供应商的安全协议、法规遵从性、财务稳定性和过去的表现至关重要。

Fostering open communication with the vendor and establishing clear expectations from the outset can help identify and mitigate potential risks effectively.

促进与供应商的公开沟通，并从一开始就建立明确的期望，可以帮助有效识别和减轻潜在风险。

Emphasize the importance of continuous monitoring and reassessment of risks throughout the relationship to ensure ongoing compliance and alignment with organizational goals.

强调在整个关系中持续监控和重新评估风险的重要性，以确保持续合规并与组织目标保持一致。

Follow Bill's HIT coverage on LinkedIn: Bill Siwicki

关注比尔在LinkedIn上的热门报道：比尔·西维奇

Email him: bsiwicki@himss.org

给他发电子邮件：bsiwicki@himss.org

Healthcare IT News is a HIMSS Media publication.

医疗保健IT新闻是HIMSS的媒体出版物。