Making the switch to a new electronic medical record (EMR) platform can make your operations more efficient and your patient data more secure. But with so many products on the market now, how do you make the right choice? During your search, there are some major red flags you should be able to recognize.
Red flag #1: Hidden fees and unexpected costs
The initial price tag might seem reasonable—but are there any costs lurking beneath the surface? Sometimes, the advertised price only covers the most basic features, which might not be enough to support your operations. You might run into hidden costs like:
- Implementation fees: Some vendors charge hefty setup and training fees, which can add thousands to your invoice before you even start using the system.
- Data migration costs: If you’re switching from another platform, migrating patient records may come with additional fees, especially if your old and new systems don’t integrate seamlessly.
- Support and training fees: While some companies offer free customer support, others may charge for troubleshooting, onboarding new staff, or accessing live assistance beyond a limited trial period.
- Customization and integration costs: If your practice requires specific customizations, integrations with billing systems, labs, or telehealth platforms, or additional reporting features, these may come at an extra price.
- Per-user or per-feature pricing: Some EMRs charge based on the number of users or require extra fees for accessing certain modules, reports, or analytics tools, driving up costs as your practice grows.
Before committing to a product, request a detailed breakdown of all costs—including implementation, training, data migration, and ongoing support. Ask vendors for a total cost of ownership (TCO) estimate over several years to understand the long-term financial impact. You should also make a plan for what your teams will need, including the number of people and roles on the system, the amount of data you can store, and how long a migration will take.
Red flag #2: Poor customer support and limited training
A new product in your tech stack is only as effective as the support that comes with it. No matter how feature-rich or customizable a new EMR may be, poor customer service and inadequate training disrupt your operations. Be on the lookout for:
- Long response times: If it takes days to get a response from support, urgent issues—such as system downtime, billing errors, or missing patient records—can quickly escalate.
- Lack of 24/7 support: Your teams probably work at least some time outside of standard business hours. If your EMR vendor doesn’t provide round-the-clock support, you may be left scrambling during an emergency.
- Outsourced or inexperienced support teams: Some EMR companies cut costs by outsourcing support to third-party call centers, where representatives lack industry-specific knowledge. Outsourced support can be okay, but it should be effective.
- Inadequate training programs: A steep learning curve without proper training can leave staff struggling to use the system efficiently, leading to errors, inefficiencies, and decreased productivity.
- Limited self-service resources: A lack of helpful documentation, video tutorials, or an accessible knowledge base can make it difficult to troubleshoot issues independently.
Before selecting an EMR, test the vendor’s support responsiveness. Call or email their support team with a question and evaluate how quickly and effectively they respond. You can also read reviews about their support capabilities by doing a simple internet search.
Red flag #3: Lack of customization
Your operation’s workflows, patient populations, community integrations, local compliance regulations, and documentation requirements are unique and require specialized management. Unfortunately, many EMR systems are designed with a one-size-fits-all approach, failing to offer the customization needed to meet the specific needs of your practice. During your search, you might find:
- One-size-fits-all templates: If the EMR only provides generic medical charting templates, your team may spend excessive time manually adjusting documentation to fit behavioral health requirements.
- Rigid treatment planning tools: Behavioral health treatment requires personalized, evolving care plans. If an EMR lacks flexibility in goal setting, progress tracking, and session notes, it can hinder clinical workflows.
- Limited support for group therapy and family sessions: Group therapy, family counseling, and multi-provider coordination are all important for value-based care. Without support for these services, tracking attendance, session notes, and outcomes can become a logistical nightmare.
- Inadequate compliance and outcome tracking: Your practice must adhere to HIPAA, Joint Commission, and Medicaid requirements. Lacking built-in tools for compliance audits, progress tracking, and value-based care reporting can cause you to face regulatory challenges.
- No dual diagnosis or co-occurring disorder support: There’s a good chance your treatment programs support both mental health and substance use disorder (SUD) diagnoses. If an EMR doesn’t support dual-diagnosis treatment plans, it can lead to fragmented care and documentation errors.
Ask vendors direct questions about their customization and industry-specific capabilities. Can templates, workflows, and reporting features be tailored to your specific requirements? How easily can you adjust settings and tools as your practice grows or shifts focus? Request a demo to see these functionalities in action and involve key staff members who will be using the workflows on a daily basis.
Red flag #4: Security and compliance risks
Patient privacy and data security are non-negotiable. A failure to protect sensitive health information can result in HIPAA violations, legal penalties, data breaches, and loss of patient trust. Your behavioral healthcare practice—like others in the healthcare industry at large—has become a popular target for cyberattacks. Keep your patient data safe by looking out for:
- Lack of HIPAA compliance: Failure to comply with HIPAA regulations can expose your practice to legal action and fines.
- No end-to-end encryption: EMRs that don’t use strong encryption for data at rest and in transit put patient records at-risk to be intercepted by hackers.
- Weak access controls and user permissions: Without role-based access controls, unauthorized staff might gain access to confidential patient data, increasing the risk of breaches.
- No regular security audits or updates: A reputable EMR vendor should conduct regular security assessments, provide software updates, and address emerging cybersecurity threats.
- Cloud-based without proper safeguards: While cloud-based EMRs offer flexibility, poorly secured cloud storage can become a target for cyberattacks if not properly protected.
- Limited data backup and disaster recovery plans: A backup system and disaster recovery plan are non-negotiable. You risk losing critical patient records in the event of a system failure or cyberattack.
During the selection process, ask vendors if they comply fully with HIPAA and HITRUST standards. Look for systems that offer end-to-end encryption, multi-factor authentication (MFA), data backup protocols, and role-based access controls.
Red flag #5: Limited integration
Your EMR should seamlessly connect with other critical systems. Why?
- You need to connect with billing software to streamline revenue cycle management, which can be done by automating clean claim creation, invoicing, and payment tracking. Without it, billing delays or errors could harm your bottom line.
- Connecting with telehealth platforms should be simple. Without this integration, scheduling, conducting, and documenting sessions can add unnecessary steps, affecting patient care and staff efficiency.
- Linking your EMR to lab services and diagnostic tools simplifies test ordering and ensures results flow directly into patient records. Without this connection, clinical decision-making slows down, and patient information becomes fragmented.
Identify the specific tools and systems your practice relies on and ask vendors how their EMR handles these connections. Does it include built-in integrations with popular third-party EHR systems, platforms, and plugins? Request demonstrations that showcase these integrations in action to confirm that they function as promised.
Red flag #6: Bad user interface
Your tech stack should streamline workflows, not slow them down. If your EMR has a clunky, outdated, or overly complicated UI, it can frustrate your staff and increase the time spent doing administrative tasks. Make sure the interface doesn’t:
- Complex navigation: If clinicians have to click through multiple screens to complete a simple task, it disrupts workflow efficiency and increases administrative burden.
- Lack of intuitive design: A poorly designed EMR can cause charting errors, missed documentation, and redundant data entry.
- Slow system performance: If the system is slow, lags, or frequently crashes, it wastes valuable time and can cause major disruptions during treatment.
- Limited mobile access: Do your clinicians work remotely or across multiple locations? If so, you’ll need a fully functional mobile version or cloud access.
Prioritize hands-on demonstrations during the decision-making process. Engage your team members who will use the system daily, such as clinicians, billing staff, and administrators, in evaluating its interface. Are tasks intuitive, or does the layout feel cluttered and overly complicated? During the demo, focus on common workflows specific to your practice and notice any unnecessary steps or confusion.
Red flag #7: Lack of industry-specific knowledge
Not all EMR software is built with behavioral health in mind. Some are general medical EMRs that cause gaps in functionality and don’t align with the specific needs of your operation. Things to look out for here include:
- Designed for general healthcare: Many EMRs cater to primary care or hospital settings and lack features tailored for behavioral health, such as group therapy tracking, customizable treatment plans, and progress monitoring.
- Few or no testimonials from industry providers: If an EMR vendor cannot provide references, testimonials, or case studies from behavioral health organizations, it may not be well-suited for your needs.
- Limited industry-specific features: A strong behavioral health EMR should include:
- Dual diagnosis coding
- HIPAA compliance
- Customizable treatment plans
- Robust outcome tracking
- Telehealth integration
- Form automation
- Lab and pharmacy options
Sunwave Health is built specifically for behavioral health providers. Our EMR system works seamlessly with CRM, RCM, and telehealth modules, has lab integrations, and supports plugins that improve your efficiency. Plus, in-platform messaging and AI assistance means your teams can communicate and get things done efficiently.
Schedule a Sunwave Health demo today
Tired of wading through the red flags? Contact us today to discover the better way forward. Call 561.576.6037 or schedule a demo online now.
