Sandy is a healthcare director for Liverty Hospital. The facility is looking to

Question

Sandy is a healthcare director for Liverty Hospital. The facility is looking to implement a new data tracking system for customer service. The purpose of the system is to help monitor information on patient satisfaction to provide better quality of services. Sandy is trying to decide between three different systems.

Should Sandy submit a request for proposal (RFP) or request for information (RFI) to each of the three vendors? (You may wish to perform an internet search for additional information.) What information or questions should Sandy include in the document she sends? Explain your reasoning and discuss the importance of understanding both documents in the process of selecting a health information system.

Explanation / Answer

Sandy should select an RFP and not RFI. A RFI is generally used when the solution to a business problem is not immediately evident or clearly defined. The RFI is used to gather information, NOT to make a selection or an award and here sandy knows what they wanted. A RFP is used when the Customer understands the business problem and what’s needed to solve it, including specifications and procedures. Price is usually not the determining factor in the evaluation of an RFP. Factors such as quality, service, and reputation are also taken into consideration. Thus Sandy would choose a RFP.

Sandy might consider asking vendors about the required HIPPA compliance, and any other compliance they must have, about the scalability of the system in future, their data analytics capability, their user friendliness, easiness in getting out the reports, end user experience, help available within their product, their experience, market position, competition, downtime, customer list, different option to gather customer satisfaction details etc.

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