SURVEY SAYS… MU ISN’T USABILITY - AmericanEHR · 1.5 3,000 1.0 2,000 0.5 1,000 Amazing Charts...
Transcript of SURVEY SAYS… MU ISN’T USABILITY - AmericanEHR · 1.5 3,000 1.0 2,000 0.5 1,000 Amazing Charts...
SURVEY SAYS… MU ISN’T USABILITYHealth IT Meaningful Usability Summit – Washington DC
September 11, 2012
cientis.com
Thomas StringhamPresident & CTO@thomasstringham
cientis.com
MISSION // Cientis facilitates the adoption and use of health information technology to reduce the cost of care and improve healthcare delivery.
KEY FEATURES
• Verified Physician Ratings
• Readiness Assessment Tool
• Request a Proposal
• Research & Reports
• eNewsletters
• Blogs
• Webinars
• PodcastsAmericanEHR.com was co-founded by the American College of Physicians and Cientis Technologies
Our online communities provide the largest and most comprehensive HIT satisfaction rating data available in North America.
cientis.com
American Medical Association (AMA): 225,000 Members
American College of Physicians (ACP): 132,000 Members
American College of Surgeons (ACS): 77,000 Members
American Academy of Family Physicians (AAFP): 105,900 Members
American Academy of Physician Assistants (AAPA): 73,000 Members
American Osteopathic Association of Medical Informatics (AOAMI) via its parent company, American Osteopathic Association (AOA): 42,000 Members
American Psychiatric Association (APA): 38,000 Members
American Society of Clinical Oncology (ASCO): 30,000 Members
American Academy of Neurology (AAN): 24,000 Members
American Academy of Dermatology (AAD): 17,500 Members
Infectious Disease Society of America (IDSA): 8,600 Members
American College of Rheumatology (ACR): 7,000 Members
American Academy of Allergy, Asthma & Immunology (AAAAI): 6,500 Members
Renal Physicians Association (RPA): 4,000 Members
Society of General Internal Medicine (SGIM): 3,000 Members
Total Society Members: 720,500 Members
PROVENTRACK HISTORY
Cientis has partnerships with 21 Medical Societies representing over 720,000 licensed physicians (over 75% of the market) in the United States.//
cientis.com
7,500
5,000
2,500
0
Jan FebMar MarApr AprMay MayJun JunJul JulSep SepAug AugOct Nov Dec
15,000
12,500
10,000
2011 2012
Num
ber
of M
embe
rs
7,673
8,957
10,646
13,066
13,858
14,550
15,332
• >80,000 clinicians surveyed to date (ACP, ACS, AAAI, IDSA, RPA, ACR, ASCO, AOAMI, AAPA)
• AMA & AAFP surveys will be conducted in Q4 2012
• 3,700+ responses from users of EHRs
• 15,300+ registered community members
COMMUNITY GROWTH
Satisfaction Rating Source: AmericanEHR.com, September 11, 2012.
cientis.com
• 139-question online survey conducted with members of par ticipating professional societies
• Real-time satisfaction rating data collected from physicians, physician assistants, and nurse practitioners
• All nationally cer tified ambulatory EHR products (>300)
AmericanEHR.com EHR Ratings
GRAPH
3,590
SepApr May Jun Jul Aug
0
500
1,000
1,500
2,000
2,500
3,000
3,500
Num
ber
of R
atin
gs 2012
EHR SATISFACTION SURVEY METHODOLOGY
3,590
Satisfaction Rating Source: AmericanEHR.com, September 11, 2012.
cientis.comSample EHR Product Rating
cientis.comEHR Top 10 Ratings
cientis.comEHR Product Comparison
cientis.comEHR Advanced Search
cientis.com
AVERAGE SATISFACTION RATINGS PER CATEGORY
4.5
1. PrescribingN= 2,177
5. Implementation Experience N= 1,017
9. Billing N= 1,630
2. Purchase Experience
N= 995
6. Satisfaction N= 2,173
10. Interfaces N= 1,802
3. Order Management
N= 2,078
7. Training N= 1,240
11. Population Management
N= 1,399
4. Overall Usability N= 2,166
8. Support Experience N= 2,023
12. Workflow Management
N= 1,814
0
1.0
2.0
3.0
2.5
1.5
0.5
3.5
4.0
5.0
Ratin
g
3.813.66 3.56 3.55 3.5 3.48 3.44 3.39 3.363.36
2.92 2.83
Benchmark N= Verified clinician ratings
Satisfaction Rating Source: AmericanEHR.com, September 11, 2012.
cientis.com
TOP 10 EHR PRODUCTS BY MEANINGFUL USE ATTESTATION
1. EpicCare Ambulatory - Core EMR 16,697
2. eClinicalWorks 6,580
4. NextGen Ambulatory EMR 4,584
3. Centricity EMR (Incl. Practice Solution) 4,759
5. Allscripts Professional EHR 4,298
6. PrimeSuite (Greenway) 2,243
7. atehnaClinicals 2,174
8. Practice Fusion 2,007
9. Vitera EMR (Previously Sage) 1,782
10. e-MDs Solution Series 1,712
Attestation Records Source: Data.gov - CMS Medicare and Medicaid EHR Incentive Program, electronic health record products used for attestation (http://1.usa.gov/RjVp4l). September 11, 2012.
cientis.com
CORRELATION BETWEEN MU ATTESTATION AND EHR SATISFACTION (AMBULATORY EHRS)
• Satisfaction Benchmark – Average Cumulative Score for all Ratings Across all Products
• Most Frequently Attested EHR Products are Not Highest Performers in terms of User Satisfaction
• 50% of Top 10 Attested EHR Products are below the Satisfaction Benchmark Score of 3.48
Satisfaction Rating Source: AmericanEHR.com, September 11, 2012. Attestation Records Source: Data.gov - CMS Medicare and Medicaid EHR Incentive Program, electronic health record products used for attestation (http://1.usa.gov/RjVp4l). September 11, 2012.0
EpicCare Ambulatory -
Core EMR
16,697
4.0
4.5
5.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
eClinicalWorks
6,580
Centricity EMR (Incl. Practice
Solution)
4,759
NextGen Ambulatory
EHR
4,584
Allscripts Prefessional
EHR
4,298
PrimeSuite (Greenway)
4,298
athenaClinicals
2,174
Practice Fusion
2,007
Vitera EMR (Previously
Sage)
1,782
e-MDs Solution Series
1,712
3.59 N= 398
3.65 N= 258
2.76 N= 130
Ratin
g
Rating benchmark
N= Verified clinician ratings
3.39 N= 178
3.81 N= 36
3.89 N= 693.75
N= 223.41
N= 673.19 N= 171
3.19 N= 22
# of Attestations:
cientis.com
TOP 10 SATISFACTION RATINGS VS. ATTESTATION SHARE
Praxis, Spring Charts, Meditab & Acumen aren’t even in the top 18 most MU attested products
0 0
Praxis EMR
4.0 8,000
4.5 9,000
5.0 10,000
3.5 7,000
3.0 6,000
2.5 5,000
2.0 4,000
1.5 3,000
1.0 2,000
0.5 1,000
Amazing Charts
e-MDs Solution Series
MEDENT Spring Charts EHR
PrimeSuite (Greenway)
Meditabs IMS Clinical
Acumen EHR Practice Fusion eClinicalWorks
Average Rating
Number of Attestations
Aver
age
Satis
fact
ion
Ratin
g
Num
ber
of A
ttest
atio
ns
4.47 N= 32
4.11 N= 55 3.89
N= 693.88
N= 433.82
N= 133.80
N= 363.75
N= 203.73
N= 163.71
N= 223.65
N= 258
6,580
2,0072,243
1,6881,712
890
24 76286224
Satisfaction Rating Source: AmericanEHR.com, September 11, 2012. Attestation Records Source: Data.gov - CMS Medicare and Medicaid EHR Incentive Program, electronic health record products used for attestation (http://1.usa.gov/RjVp4l), September 11, 2012.
N= Verified clinician ratings
cientis.com
TRANSPARENCY DRIVES ORGANIZATIONAL IMPROVEMENT & INNOVATION
Social Media has changed the consumer landscape forever.
Social networks and online communities enable everyday people to publicly address organizations and brands.
Companies that are passive or reactive with social media can suffer severe backlash — they need to listen to consumers, and respond accordingly.
cientis.com
REMEMBER THE IMPORTANCE OF FREE SPEECH
• The presence of a “gag clause” included by many EHR vendors in their contracts (designed to prohibit users of EHRs from sharing information about software problems outside of their organizations) currently affects the response rate for EHR satisfaction data
• Providers are fearful of litigation when asked to share their challenges with a product
cientis.com
FROM THE FRONT LINE - PREVIOUSLY UNPUBLISHED QUALITATIVE FEEDBACK
“A great deal of confusion and difficulty with implementation.”
“Failure of implementation of product.”
“There were so many problems I spent a fortune on IT to help fix the problems; took about 6 months.”
“Poorly designed, not well implemented and we abandoned it.”
“Did not live up to specs that sales told us. Functionality was grossly overstated.”
Comments from AmericanEHR rating surveys.
cientis.com
HALF OF EHRS SOLD ARE NOW REPLACEMENTS
• Use of electronic health records is snowballing, and so is the number of unhappy users. Half of EHR systems sold to physician practices are now replacements, up from 30% last year, according to a recent study by research firm KLAS.
• The leading reason for switching systems, cited by 44% of practices, is product issues.
cientis.com
EHR MIGRATION - THE GRASS ISN’T ALWAYS GREENER
“Cost of migration from old system was significant. All support is from overseas. Language barrier is problematic . Our sales person mislead us on many issues.”
“The transfer of our old data was very poor. Staff were forced to re-enter demographic data on all patients - labs and images not transferred over for 4 months.”
“ICD-9 coding issues, E-prescribe error, Lab integration issues, migration issue, 7,000 chart duplications, EKG and PFT application failures, data migration on the wrong date.”
“Had to manually enter a vast amount of data that did not transfer.”
Comments from AmericanEHR satisfaction surveys.
cientis.com
WOULD YOU RECOMMEND YOUR EHR PRODUCT TO A COLLEAGUE?
Yes 47%
No 30%
Undecided 23%
Source: AmericanEHR.com, September 11, 2012.
cientis.com
5 KEYS TO ADDRESSING EHR USABILITY ISSUES AND WORKFLOWS
Providers need to share experiences openly
Tie incentive funding to mandatory product ratings
Certification should incorporate benchmarks for satisfaction
Facilitate transparency by disallowing “gag orders” for cer tified products
Vendors can leverage feedback by making product and support improvements