August 30, 2014

Interviews with more than 400 large and small physician practices finds a quarter of the practices are looking to replace their electronic health records system. And, some big companies are on the hit list.

Customer satisfaction research firm KLAS Enterprises conducted the interviews that cover 11 ambulatory vendors. Among recent EHR switchers, more moved from GE Healthcare and NextGen than any other vendors. “Looking forward, Allscripts, GE Healthcare, McKesson and NextGen stand to lose more customers than other vendors as 40-50% of their responding customers reported potential plans to leave,” report author Jared Dowland writes. Overall customer satisfaction, including readiness for meaningful use, is low for these vendors among the practices surveyed.

Vendors under top consideration as independent practices seek better functionality, support and cost include athenahealth and eClinicalWorks, followed by Epic and Greenway. Larger practices affiliated with hospitals favor Epic and Cerner, with other leading contenders athenahealth and Allscripts considerably behind.

Among interviewed practices of all sizes, only Epic and athenahealth break the 90 percentile mark for confidence in their meaningful use capabilities. Most of the other vendors are in the 70 percentile.

The KLAS report, “Ambulatory EMR Perception 2014,” is available for purchase here, with a sizable discount for providers.


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