ASOA EHR Customer Satisfaction Survey April 2013 - 35

Hidden Costs
Forty percent of participants revealed that they experienced “hidden costs” during or after the
implementation of their EHR system. Of these respondents, 46% experienced additional costs related to
training, 42% cited additional support costs, and 35% reported unknown system update costs. Almost half
of the respondents (49%) selected “other” areas in which they encountered hidden costs as well.

In which of the following areas did your practice encounter hidden
costs either during or shortly after implementation of the EHR
system? (N=125)
% Respondents
49%

Other

46%

42%

Training

35%

Support

System Updates

Note: Respondents were asked to specify “other” hidden costs in addition to the choices that were provided.
Responses were then analyzed and categorized among frequently cited themes, including hardware, interfaces, extra
support, upgrades/updates, software, and add-ons.

Decrease in Patient Volume
The
majority
of
practices
experienced a temporary decline in
its ability to see patients at the
onset
of
EHR
system
implementation.
Seventy-four
percent of respondents reported a
decline in their practice’s ability to
see patients during or shortly after
implementation. Among those
respondents, 47% estimated that
the volume of patients decreased
between 1% and 15%, and 45%
estimated that the volume of
patients decreased more that 15%.

By what percentage did the volume of
patients seen at your practice decrease
during this time? (N=236)
% Respondents

24%
19%

19%

9%

Less than
5%

APRIL 2013 | EHR SATISFACTION STUDY | MCKINLEY ADVISORS

21%

7%

5-10%

10-15%

15-20% More than I do not
20%
know

35



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
ASOA EHR Customer Satisfaction Survey April 2013 - 2
ASOA EHR Customer Satisfaction Survey April 2013 - 3
ASOA EHR Customer Satisfaction Survey April 2013 - 4
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