Focus on Customers and Players

Those who are engaged in EHR implementation initiatives should also be involved in communications associated with these multiyear programs. Figure 10-2 illustrates the spectrum of customers and players.

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Figure 10-2 Focus of communications

In the provider setting, each of these groups will have a different type of communications engagement. The media and vehicles used may be different, but the strategic focus is the same: improving the quality of patient care through strategic adoption of healthcare IT that is in turn enabled by smart communications.

Patients and Communities

In its 2001 report “Crossing the Quality ...

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