About 170 healthcare providers were surveyed by KLAS to know about their EMR Software vendor satisfaction levels during the COVID-19 pandemic. KLAS researchers asked the 170 healthcare respondents to rate their respective vendor support and response to the pandemic. According to the report Epic Systems and Cerner, the two EHR software vendor providers exceeded their client expectations throughout the pandemic.
Key findings from the KLAS Report
According to the report some interesting findings were revealed,
- EMR software vendors that received high satisfaction scores pre-COVID-19, scored higher during the pandemic.
- 79% of the healthcare providers reported their vendor overall exceeded their expectations.
- EPIC exceeded its user expectations in the past few months.
- Positive communication is a major influence on positive user feedback.
The Positive Experience Created by EPIC for its Users
Epic’s customers and users are satisfied with the vendor’s efforts in offering robust features, responsive customer support, and ease of use during crucial times. The healthcare professionals appreciated the constant support from Epic EMR Software in the form of dashboards, analytics, weekly automatic upgrades, and consistent communication. Epic Systems was proactive during the pandemic by sharing clinical COVID-19 insights through the Epic Health Research Network.
One of the respondents participating in the survey shifted to EPIC EMR Software solutions and was very pleased with the automation process of the vendor. Users were particularly satisfied because of the vendor’s constant efforts in offering resources and being responsive to user needs. Epic’s software system was used by hospitals to schedule patient appointments and automatically screen patients. With efficient automation of workflows and scheduling providers were able to see more patients in a day which helped them maintain a steady revenue stream.
Cerner exceeding user expectations
Healthcare professionals using Cerner PowerChart Ambulatory EMR Software services were satisfied and rated the software vendor 8.0 on a scale of 9. Cerner has reformed its strategies during the pandemic by being extremely hands-on in the form of screening functionality, templates and communicating actively with its users, and offering quick software updates. Cerner Electronic Health Records (EHR) software solutions have been impactful throughout COVID-19 with its EMR software optimization.
Cerner users highlighted that the vendor kept constant communication to inform the users about daily updates regarding deploying Telemedicine EMR software technology and the different types of vendors in the software market. In times of crisis, this constant bridge of communication was helpful for many providers to keep them informed.
Positive Communication plays a Vital Role in keeping User’s Satisfied
MEDITECH EHR Software scored a 7.9 by its users mainly because of their proactive communication skills. The EMR software vendor engaged in best practices to help their users traverse the many challenges associated with the pandemic. The respondents of the KLAS survey furthermore revealed that the vendor engaged in rapid communication and offered free of cost services. Healthcare providers were able to maximize the full potential of their software system as the vendor was prompt to roll out order sets and every type of template.
Conclusion
The KLAS report suggests that it is important that EMR software vendors maintain a consistent bridge of communication to keep their users informed and updated about important news. To get positive response clients to expect that vendors stay on top of their communication game and helps them out by being responsive to their different needs.
