I don't doubt being a rep is difficult. However, if customers were able to reach someone quickly without enduring maddening phone trees and were able to speak with someone who was friendly and actually empowered to provide help, I think the customers would generally be pleasant to work with. So I don't think aggressive customers are the only problem. A lot of the issue can be resolved by the company's willingness to truly help their customers. A company that is willing to commit to training and managing their staff and empowering them to be helpful will generally be greeted with delighted customers.
Isn't this problem with inefficient and expensive healthcare systems another example of poorly aligned incentives? The vendors have financial incentive to build and sell systems that require long term, expensive, support contracts. Hospital administrators are incentivized to install turnkey systems (that don't require lots of their involvement), and to choose systems that provide reasonable assurance of regulatory compliance. It is simplest to accept vendors claims of improved productivity and overall long term return on investment. When the cost turns out to be higher than anticipated due to reduced productivity of staff and growing software customization services, those costs can be passed on to patients. From the perspective of the Hospital admins, and the vendors, all is well.
I think the point that version_five was trying to make is that the decision makers have no visibility on how usable a system is in advance - they only see the checkboxes. At best, decision makers if they're curious, will learn how unusable and inefficient the system is years after they're locked in to their multi-million dollar commitment to implementing and training people on the system. And upon this discovery the vendors are of course there to say, that the hospital just need some more customizations, user training, or a new expensive module. Which just furthers the hospital's lock-in. The lather-rinse-repeat of enterprise software.
Looks very nice, although having some trouble with it on Linux Chrome browser. Space bar brings up menu but menu moves along with mouse pointer so you cannot select submenus. Saw this behavior running the visualizer on local Linux box and connecting to the live Demo. Running "Version 69.0.3497.100 (Official Build) (64-bit)" on Ubuntu 16.04. Chrome from Windows 10 to live site works nicely.