In this 6-part series, Richard Baylor, COO at St. Vincent’s Consulting and former Cerner (now Oracle) Executive, and Paul Charnley, Luminary Advisor and former NHS CIO of the Year, explore how to build strong EPR Vendor-Trust relationships. Now at the halfway point of the series, they discuss the crucial topic of balancing expectations versus reality in EPR implementations and managing by contract or the strength of the relationship.

Balancing contracts with strong relationships is key to managing expectations and realities in EPR implementations. Richard advocates for leveraging strong relationships to exceed contractual obligations and enhance client satisfaction. He argues that when a partnership is cultivated to a high degree, it solidifies the alignment of expectations, leading to high levels of satisfaction and shared objectives for the future. This level of partnership allows for flexibility and adaptation, where strong relationships enable partners to navigate unexpected challenges and innovate collaboratively.

Paul emphasises the importance of managing realistic expectations and balancing accountability with empathy. He believes that prioritising the relationship over rigid adherence to the contract enables partners to maintain trust and effectively navigate complexities. Paul argues that a strong partnership, characterised by empathy and adaptability, is essential for managing EPR implementations successfully and fostering long-term success.

Both perspectives underscore that a balanced approach, leveraging both contractual frameworks and relationship strength, is crucial for managing EPR implementations and fostering enduring partnerships. Achieving this balance at a high level can transform a vendor-client relationship into a true partnership, aligning expectations and objectives for mutual growth.

Key Takeaways:

• Leveraging strong relationships can exceed contractual obligations and enhance client satisfaction in EPR implementations.
• High-level partnerships solidify the alignment of expectations and future objectives, leading to increased satisfaction and shared goals.
• Flexibility and adaptation are crucial for navigating challenges and fostering innovation collaboratively.
• Realistic expectation management and empathy are essential for maintaining trust and effectively navigating complexities.