Vancouver, BC – November 20, 2014 – Equicare Health, Inc., a leading provider of oncology care coordination software, has introduced enhanced customer support programs to meet the needs of an increasingly large user base. Now in use by over 60 000 patients from 111 healthcare organizations around the world, Equicare has launched increased live telephone support hours, a patient portal analytics program, and a new support ticketing system that enables faster response times.
“Customer success is our first priority, and so we’re pleased to enhance our level of service to ensure healthcare organizations have the resources required to consistently deliver coordinated, long term patient care,” states Equicare Director of Operations, Rudy Grant. “The new services are designed to provide clinical users with more information about how patients interact with their portal, and streamline communications with our in-house support team. These services are available for all customers today.”
Equicare’s expanded live telephone support hours are 9AM – 10PM Eastern. The new web analytics tool lets organizations monitor the number of patients using the portal and also offers many other usage statistics. Web analytics is private and secure, using only anonymized data. This feature will be rolled out to all customers over the next few months, and system administrators can choose to receive basic weekly data reports or setup an account to view detailed data anytime. Equicare’s new support ticketing system enables customers to track the status of each support issue at an individual and organizational level, track communication regarding the issue, and will result in faster problem resolution.
All new support resources are included at no additional cost through Equicare’s Software and Service agreement. Customers interested in learning more about these resources are encouraged to contact Equicare at customerservice@equicarehealth.com or visit www.equicarehealth.com/support-resources