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Key Drivers of Satisfaction
As a follow-up to the question on overall satisfaction with EHR systems, the survey asked respondents to
choose the factors that most dramatically impacted their rating. The survey listed both “positive” and
“negative” attributes, and offered the same list of choices to every respondent regardless of their level of
satisfaction. Respondents were allowed a maximum of five choices, but they were not required to choose
answers from either the “positive” or “negative” column. The question was structured in this fashion to
help identify issues that often lead to more successful EHR experiences, as well as those that cause
frustration for certain groups.
The following chart illustrates the attributes that were chosen most frequently by respondents, and
responses are segmented by those who were very or somewhat satisfied, those who were neutral, and
those who were somewhat or very dissatisfied. There were a few attributes that ranked highly among
satisfied users, including “Successful meaningful use reporting” and “Incentive payments.” Meanwhile, the
attribute that was by far the leading choice among dissatisfied members was “Decline in productivity,”
followed by “Poor customer service.” The following chart highlights the attributes that were chosen most
frequently by respondents.

APRIL 2013 | EHR SATISFACTION STUDY | MCKINLEY ADVISORS

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ASOA EHR Customer Satisfaction Survey April 2013

Table of Contents for the Digital Edition of ASOA EHR Customer Satisfaction Survey April 2013

ASOA EHR Customer Satisfaction Survey April 2013 - 1
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