Overall customer-satisfaction scores for electronic health-record products have dropped for the second straight year, according to a survey from KLAS Enterprises. The Orem, Utah-based healthcare information technology market watcher plans to release its 82-page Best of KLAS survey report on Dec. 15.
“The software scores continue to go down overall,” said KLAS President Adam Gale. Ambulatory EHR vendors saw the biggest drop, Gale said, with those developing products targeting physician practices of 25 to 100 physicians faring worst. “It was (down) about 3 or 4%,” Gale said. “For an overall market segment, that was huge.”
Gale hypothesized that as demand for IT systems increases, vendors are being stretched thinner on installation and support services, which could lead to provider stress and, as a consequence, be reflected in lower vendor scores on the KLAS product survey and follow-up interviews. KLAS said more than 10,000 people contributed to the 2009 report.