ASOA EHR Customer Satisfaction Survey April 2013 - 5

1.3: Executive Summary
A number of factors shape a practice’s experience and satisfaction related to electronic health record (EHR)
systems. As a result, adopting an EHR system can be a very complex process. This report explores
consumer perceptions and experiences related to EHR systems, and outlines valuable information gleaned
from ophthalmic practices ranging in size, budget, specialty, and more. Despite variances in practice
demographics, several key themes emerged throughout the research findings, including:


Overall satisfaction levels were relatively high among respondents. Seventy-five percent of
respondents indicated that they were either “very” (29%) or “somewhat” (46%) satisfied with their
current EHR system, while only 18% said they were “very” or “somewhat” dissatisfied.



Practice size and pre-implementation planning had notable impacts on overall satisfaction
levels. Several common themes emerged among respondents who were satisfied with their system. For
example, participants who worked in smaller practices (less than 50 employees) were more likely to be
satisfied with their EHR system than those who worked at larger practices (more than 50 employees).
In addition, respondents who took active steps to financially plan for ongoing system costs were far
more likely to be satisfied than those who did not. Eighty-two percent of participants who planned for
ongoing system investments said that they were satisfied, compared to only 48% of respondents whose
practices did not plan in the same way. Similarly, practices that did not seek approval or “buy-in” from
key staff about the transition to an EHR system were far less likely to be satisfied with their system.



Though overall satisfaction levels are high, respondents were less likely to the feel that the
value they receive from their EHR system outweighs the cost. Thirty percent said the value of the
system outweighed its cost, 36% said the value of the EHR system is equal to the cost, and another 33%
felt that the value was less than the cost of the overall system.



The majority of participants (79%) rated their EHR implementation as successful. Respondents
who rolled out their system for all areas of the practice at the same time were more likely to report a
successful implementation than those who rolled out the system slowly, one doctor at a time. Sixty-two
percent of respondents whose practices rolled their system out at one time rated their implementation
process as “excellent” or “very good”, compared to only 48% of respondents whose practices rolled out
their system one physician at a time. Not surprisingly, respondents who had their system for more than
one year reported higher levels of implementation success, indicating that participants are less likely to
be content with the system during the initial adjustment period.



Many participants do not feel their system increases efficiency and productivity within their
practice. Despite fairly high levels of overall satisfaction and implementation success, only about half of
respondents “strongly” or “somewhat” agreed that their EHR system led to increased efficiency.
Increased time required to input data and slower patient screenings were among the top responses
participants cited for how the system negatively impacts productivity.

APRIL 2013 | EHR SATISFACTION STUDY | MCKINLEY ADVISORS

ASOA EHR Customer Satisfaction Survey April 2013

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