Why EHR customer satisfaction is the highest among big groups?

The health IT market is flooded with government certified EHRs to meet the Meaningful Use program. The task is to find out the right medical vendor that fulfills practice requirements. This is particularly difficult for small to medium practices, as it appears vendors pay more attention to providing flawless services to large practices. According to Black Book Rankings 2014 Survey, practices having 25 or more physicians are more satisfied with vendor customer support than practices catering to small/medium groups.(2-5, 6-25). Among the respondents, 90.2% of physicians from large practices reported satisfaction with their vendors as compared to 72.5% of physicians from small or medium sized practices.

One of the major reasons is the vendor resources that do not allow them to give proper attention to small practices. Health IT is a competitive market where large practices and hospitals are major buyers of technology. They drive the health IT market by creating technology demand for huge infrastructures. With sufficient financial backup to implement an EHR system, they partner with vendors for a long period. Similarly, vendors prefer to utilize their limited resources on big projects that promise maximum revenue. By doing so, they usually miss the opportunity to create loyal customers among small practices and provide most of their customer support to physicians in large practices, as highlighted by the Black Book Rankings 2014

Another reason for dissatisfaction among small practices is related to their efforts in vendor search and implementation of EHR. It’s fair to suggest that part of the blame is on the physicians with small practices. Instead of conducting a thorough research of the market, they rush into buying the first EHR they come across [EHR buyer tips]. On the contrary, large practices take their time in understanding the market, the products they offer, strengths and reputation of vendors and demands of their practice before selecting the right vendor. For them, it’s a business partnership that can only work when the vendor fulfills its side of bargain with impeccable technology and customer support.

However, one cannot blame small practices entirely for lack of customer support on the vendor’s part. Ideally, it’s the vendor’s responsibility to provide customer support during the implementation and post implementation phase of EHR. Before signing a contract with a new practice, vendors should make analysis of their available resources and capabilities, so that the customer does not have to suffer in the long run.

About Nina Keller

I write about different issues in the Health IT industry. My areas of interest include Affordable Care Act, EHR, revenue cycle management, and privacy and security of patient health data. I can be reached at nina.keller@curemd.com
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