Commitment to Service

Always there for the agency so agency can provide continual care for patientsAt Horizon Healthware, we take pride in providing big-time service with a friendly small-town approach. We offer prompt, effective support which has resulted in a high level of client satisfaction and loyalty.

Every member of the Horizon support team has either: a degree in Computer Science and many years of applying that expertise in the home care industry — or personally has worked in home care agencies for decades. So users can be sure their calls/emails for software support are handled quickly and efficiently with no need for bouncing around to find someone with the ability to understand the system or the problem.

After each support contact, Horizon’s CEO follows up with a short survey to assure that the issue is resolved and that the user was satisfied with their experience. We track and regularly publish our support call statistics; in 2015 here’s how we did:

Total Support Calls Received in 2015 2519
Customer Follow-up Surveys Returned 284 (11%)
Customers Satisfied/Very Satisfied with speed of getting help 92.6%
Customers Satisfied/Very Satisfied with our technical expertise to solve issue 90.1%
Customers Satisfied/Very Satisfied with professionalism/courtesy 92.7%
Customers Satisfied/Very Satisfied with resolution of issue 86.3%
Customers Satisfied/Very Satisfied with overall handling 89.5%

Comments from users noted on their follow-up surveys:

Home Health and Hospice provider grateful for prompt and accurate answers about Medicare or Medicaid billingOnce again, you came to my rescue – all is well. — Sandy, Private Duty Biller

Usually answers calls on first try, and if not, always prompt in returning calls. Very good to work with and has always solved our problems. Good job! – Debbie, County Health Department Home Health

I appreciate the courtesy with which your team answered this question. I understand the challenges Horizon faces with all of the regulatory expectations. Thanks. – Charles, Hospital IT Dept

Hard Drive replaced on our server, we needed to reload horizon healthware program. No problems, everything loaded, claims went out on time. Thank you. — Mary, Home Care Biller

 

I consistently receive prompt, effective, courteous responses from Horizon. — Kit, Hospice RN AdministratorSeamless tech support for web-based cloud or self-hosted software for home care, home health, hospice, community waiver

Always been right on top of things when ever I have had an issue, walks me through it with ease. You guys need a raise! — Marge, County Health Department Visiting Nurse

Always very helpful and patient with us. We can rely on quick resolve of our issues. Not only fixes what is wrong, but educates us to help avoid problems in the future or to assist with any additional questions we may have. — Penny, Home Care Agency Biller

I appreciate the fact that I can always ask questions about Medicare/Medicaid guidelines and know that I will receive the right answers regarding billing. — Sharon, HH and Hospice Agency Biller

A pleasure to work with – very knowledgable and helpful. Thank you for having caring staff available for our office. — Patricia, County Health Department Nurse Supervisor

Horizon has been a faithful and dependable partner for our personal care and companion services businessJust a moment to express my appreciation for your responsiveness to customer issues, even when the issues result from no fault of your own. You guys are day by day, issue by issue, writing the book on great customer service. — Mark, Hospice Administrator

Quick to respond and fix the issue. Also always follows up to let me know what the issue was and how it was fixed. — Bob, PCS Agency IT Support

Always does more than expected. Thanks! — Kay, Home Care & Hospice Office Manager

As always – you fixed our problem. I can never say enough great things about your customer service. No one compares.– Lynne, Hospice & Palliative Care Office Manager

More than satisfied with Horizon’s help. Always one step ahead of me. Thank you. — Mary, PCS Office Manager

Personal notes from two agency administrators

Horizon Healthware has successfully managed multiple change requests that require software programming.  Thank you for helping us navigate the white waters of change with your responsiveness!  A recent Medicare revalidation survey took place here at HoMC.  Our survey teamUnmatched integrity and dedication to in-home care agencies - like family to our agency's staff received a brief acquaintance with the Horizon Promise EMR and quickly achieved self-sufficiency.  Their comment after 2.5 days navigating the records without difficulty was something to the effect of, “wonder why all software programs cannot make their product as user friendly as this program?”  This was their first experience with Horizon’s ClinicPro and both RN’s were impressed.  Additionally, we have associated a new hospice doc who is accustomed to another hospice EMR.  He had occasion to return to his primary employment post and ask the IT folks why they couldn’t make their program so logical and easy to navigate.
Catherine, Executive Director of Hospice/Palliative Care

When I came to HOLC we were using index cards and a legal pad to track our patients, and I came with NO experience. You and your team helped me not only grow this agency but myself as well.
Linda, retiring RN and Administrator of Hospice

Why is Horizon Healthware’s support unparalleled?

  • Calls or emails for help get a prompt response and are treated as high priority

    Horizon's team is ready to help whether the issue is with our software or with a billing intermediary

    With decades of experience in the home care sector of health care, we are glad to assist with claim coding issues and other problems beyond the scope of our software when we can.

  • Vast experience – decades of it – writing and supporting systems for home care
  • Electronic support over a secure internet connection provides instant problem resolution
  • Every call is handled by an experienced person with the technical ability to understand and resolve the issue
  • Frequent system updates and enhancements
  • No hidden fees–training, support, updates, phone calls all included in maintenance
  • Serving our users is the reason we’re here