BridgeHead Software 25th Anniversary – an interview with Donna Daly
BridgeHead Software has just finished celebrating its milestone 25th anniversary. To mark the occasion, we sat down with Donna Daly, our US-based Business Operations Manager, to explore her experiences at the company and shine a light on why customer service is so significant to BridgeHead’s success.
In your own words, what is your role?
I’m responsible for overseeing the US business and accounting operations; essentially, to ensure everything is running smoothly. I’ve been at BridgeHead for just over 13 years and co-ordinate activities between different departments including accounts, payroll and sales operations. I’m also responsible for maintenance renewals and licensing new software for customers.
What do you think is the key reason that customers keep coming back to BridgeHead?
We have a very well-engineered solution in both HealthStore® and RAPid™. But, most importantly, we really care about our customers. With much innovation currently taking place in healthcare technology, we understand that health systems all have different requirements. This is why it’s so important for us to fully understand our customers’ challenges, the issues they need to solve (and why) as well as their business and technical environment. This consultative and listening-based approach really helps us to add the most value.
Best customer moments?
As part of my role focuses on licensing and renewals, I often speak to customers and hear about the support and service they have received. We have some longstanding customers at BridgeHead and time and time again I hear about how the support team go above and beyond. The personal touch is at the heart of everything we do. We care about our customer’s success which, ultimately, manifests itself in the quality and delivery of healthcare for patients. To play our part in supporting a patient’s journey and experience is extremely rewarding.
Why are charitable projects important to BridgeHead?
We firmly believe it’s important to give back and help community organizations that make a real difference to the lives of local people. As well as providing ongoing support to local causes, BridgeHead also donates to employees’ charitable activities. There’s always something going on, whether it’s sponsored bike rides, marathons or a 5k race to which BridgeHead regularly offers match funding to bolster employee’s efforts.
What has been the most rewarding charitable project you have co-ordinated?
We have many charitable projects that we get involved with year in and year out. One in particular that springs to mind is called Youth Villages. It’s a Boston-based organization that provides help for children and young people across the country who face a wide range of emotional, mental and behavioral problems. Each year we take part in the Holiday Heroes program to give families with children the holiday season they deserve by making donations and buying gifts.
Describe what BridgeHead means to you
It’s an organization that cares about its customers and employees and works hard to provide quality solutions and services.
How are you moving towards creating interoperable systems?
In hospitals, access to patient data at the point of care is critical when treating a patient. But, in order to do that efficiently and effectively the data needs to be made available via the systems staff use everyday. In a recent implementation for Harrison Memorial Hospital, HealthStore enabled an organization with six previously siloed clinics to achieve immediate interoperability across all departments and facilities. By extracting data from each clinic into a single repository and implementing a new EMR system with interoperability standards, physicians at each clinic gained powerful new tools for accessing clinical records, collaborating across physical and digital divides, and delivering exceptional care to every patient.