"Each Is Our Best Customer": Judy Faulkner Pulls Back Curtain on Epic's Client Philosophy
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Contributed by: Kate Gamble
Summary
In her article, Judy Faulkner, founder of Epic Systems, emphasizes the company's commitment to valuing each healthcare customer equally, akin to how she reassured her children of their unique importance. She reflects on the company's evolution, particularly its strategic pivot from inpatient to ambulatory care during its formative years, prompted by market analysis and changing circumstances within a hospital group. This decision, made despite external skepticism, ultimately positioned Epic for success when it re-entered the inpatient market five years later. Faulkner's insights highlight the importance of adaptability and customer-centricity in healthcare technology, crucial principles for professionals navigating the rapidly evolving digital health landscape.
