EHR satisfaction is a common topic around these parts, largely because it’s frequently studied and it seems to be one of the leading causes of physician burnout. It’s also a necessary component of the physician experience, as each patient encounter leads to over 16 minutes of EHR time. Of course, we’ve seen stories in the past about those who choose not to keep up with EHRs, and it’s resulted in serious consequences that have included resignations or even the loss of a medical license.
We do know that when implementing an EHR, the quality of the training received directly affects satisfaction with the system. A new study by Black Book Research looked at the next level of vendor interaction, and found that more than 80% of people in healthcare are dissatisfied with the technical support they receive from their EHR and HIT vendors.
What’s amazing is how much this sentiment translates into how healthcare professionals are willing to spend their budgets. 90% of respondents are willing to jump ship from their current EHR vendor if they can find another offering a better user experience. To add to that, 80% of respondents believe that it’s easier to switch to a competitor now than it was five years ago.
When IT does need to reach out to a vendor, they greatly prefer to be able to reach the vendor itself, and not a third-party intermediary. Third-party support performed particularly poorly in the first year of implementation.
At Extract, we’re aware that no matter how perfect we believe our software is, support issues will inevitably arise. We use project management tools to track any issues and assign severity, and a dedicated in-house professional service representative will always handle your inquiry.
We’re dedicated to having a support team that not only understands the ins and outs of our software, but also the intricacies of how your organization operates. Members of our professional services team have healthcare backgrounds, having worked for EHR companies and complicated workflow environments like the U.S. military. We’re also committed to expanding our support team, ensuring that if you do have a problem, or if you’re just curious about an aspect of the software, that you’ll have your own dedicated team member standing by.
If you’re currently using our software and need to get in touch with our support team, you can reach them here, or you can search through our publicly available documentation on our support portal.
If you’re not a customer and would like to know how we can transform your incoming faxes, image files, and other outside documents into actionable data in the EHR, reach out for a demo today.
About the Author: Chris Mack
Chris is a Marketing Manager at Extract with experience in product development, data analysis, and both traditional and digital marketing. Chris received his bachelor’s degree in English from Bucknell University and has an MBA from the University of Notre Dame. A passionate marketer, Chris strives to make complex ideas more accessible to those around him in a compelling way.