Tuesday, June 11, 2013

EHR Study Reveals Customer Satisfaction

Satisfaction with electronic health records (EHR) systems varies widely, and issues do not always lie with the systems themselves. With only a couple of exceptions, a new report from health information technology market research firm KLAS states that “the greatest frustration that we encountered was about vendor relations, rather than the software itself.” The report, entitled “Ambulatory EMR Usability 2013, More Nurture than Nature”, covers interviews with 163 providers from practices with more than 25 physicians.

According to ModernHealthcare, the study ranked nine vendors in a composite score based on physician responses to questions about how well the typical physician can efficiently and effectively perform on six common EHR tasks or functions. Those tasks were: e-prescribing, medication reconciliation, physician documentation, problem lists, viewing patient information and supporting mobile devices. 

Among the providers, Athenahealth customers rated their experiences the best. The company scored best on getting providers to usability at first use, or “go-live,” and second best in the handholding department—that is, guiding clients who purchased their systems on how to use them.

Runners up include Epic Systems Corp. in second, GE Healthcare and Greenway Medical Technologies tied for third, Allscripts’ in fourth, and McKesson Corp. in fifth.

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