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Small Practice Ambulatory Emr/Pm (10 Or Fewer Physicians) 2019

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Small Practice Ambulatory Emr/Pm (10 Or Fewer Physicians) 2019 SMALL PRACTICE AMBULATORY EMR/PM (10 OR FEWER PHYSICIANS) 2019 BUILDING STRONG FOUNDATIONS FOR CUSTOMER SUCCESS ® %/ Performance Report | January 2019 DRILL DEEPER TABLE OF CONTENTS 2 Executive Insights 6 Expanded Insights 29 Vendor Insights 31 AdvancedMD 45 eClinicalWorks 33 Allscripts 47 eMDs 35 Aprima 49 Greenway Health 37 athenahealth 51 Kareo 39 CareCloud 53 NextGen Healthcare 41 Cerner 55 Virence Health (GE Healthcare) 43 CureMD 57 Data Index 68 Vendor Executive Interview Details 1 EXECUTIVE INSIGHTS SMALL PRACTICE AMBULATORY EMR/PM (10 OR FEWER PHYSICIANS) 2019 BUILDING STRONG FOUNDATIONS FOR CUSTOMER SUCCESS As healthcare has moved beyond meaningful use, small practices have begun to expect more from their vendors and to look for EMRs that do more than meet basic regulatory requirements. As a result, EMR/PM satisfaction among small practices (10 or fewer physicians) has varied greatly over the past year—scores for a number of vendors have swung more than 10 percentage points (some positively, some negatively). To explore what the future holds for this market, KLAS spoke to hundreds of small practice customers about their EMR/PM experiences and needs and also interviewed executives and representatives from AdvancedMD, Allscripts, Aprima, athenahealth, Azalea Health, CareCloud, Cerner, CureMD, eMDs, Greenway Health, Kareo, NextGen, Quest Diagnostics, and Virence Health (GE Healthcare) to find out how these vendors plan to increase customer satisfaction going forward. What Are the Most Important Vendor/ NextGen Healthcare, CureMD, and Aprima Product Attributes for Small Practices? Most Aligned to Deliver Customer Success (n=57) The green bars represent the total tallies after New 7 Technology each need was weighted When asked to name the top things EMR/PM vendors should focus based on whether the respondent ranked it first, on, small practices overwhelmingly say that before addressing more Advanced Needs second, or third. Tangible advanced issues, their vendors need to first figure out how to meet 27 Outcomes small practices’ needs for product functionality, product usability, and vendor support and guidance. NextGen Healthcare is the Price/ 46 only vendor whose self-reported priorities align completely with Value this desired focus, though responses from Aprima and also show alignment in many areas. This high CureMD Support/ 69 alignment contributes to these three vendors’ having Guidance higher weighted overall satisfaction scores (weighted based on small practices’ top priorities) and leads Ease of Use/ 80 many customers to view them less as technology Usability suppliers and more as partners who deliver a strong foundation for future client success. Product 94 Functionality Basic Needs 0 100 Which Vendors Are Most Aligned with Small Practices' Needs? Practices Want CareCloud, Weighted Overall Performance Score (100-point scale) (n=243) Limited data Cerner, and eMDs to Focus 100.0 Commodities Partners on the Basics 90.0 In their interviews with KLAS, CareCloud, Cerner, Greenway and eMDs all emphasized that delivering new athenahealth Health Intergy Aprima CureMD technology (bells and whistles) is their number one 80.0 AdvancedMD NextGen Healthcare Office focus. Such features can be beneficial once practices’ CareCloud eMDs basic needs for functionality, usability, and support Cerner Allscripts Market Average Professional Kareo 70.0 Virence Health are met, but the fact that CareCloud, Cerner, and CPS (GE Healthcare) eMDs have lower customer satisfaction highlights a misalignment between what small practices need and 60.0 what these vendors are focused on. Virence Health (formerly GE Healthcare) is relatively aligned to what Not Sticky Promisers 50.0 small practices need, and customers report cautious Less Aligned Perfectly Aligned optimism under the new leadership. However, 40% 100% GE Healthcare had historically failed to deliver on Alignment between Small Practice Needs and Vendor-Reported Priorities (100-percent scale) (n=14) promises regarding improvements to Centricity Note: Weighted overall performance scores are weighted based on the relative importance to small practices Practice Solution, leading to low satisfaction. of the following metrics (see chart above): product functionality, ease of use, support/guidance, price/value, tangible outcomes, and new technology. AdvancedMD and Greenway Health Quickly Becoming Top-Performing Contenders Over the past year, customer satisfaction with AdvancedMD and Greenway Health (Intergy customers only) has risen sharply, driven largely by positive changes in support and relationships. AdvancedMD customers have noticed improvements in nearly every metric KLAS measures, reporting the biggest improvements in money’s worth and training quality. Clients are especially pleased with the PM functionality, using terms such as “fantastic” and “streamlined,” and say the functionality has improved how their practices operate. While clients feel AdvancedMD still has room to improve, they have taken notice of the vendor’s efforts to enhance the overall experience.Greenway Health has made an about-face recently, announcing that Intergy, not PrimeSuite, will be their go-forward platform. Intergy clients have taken note of efforts from Greenway Health to improve, reporting increased satisfaction with the vendor’s support and client relationships as well as their implementations and training. Virence Health and Cerner See Significant Declines Over the past year, Virence Health (Centricity Practice Solution) and Cerner customers have reported the steepest declines in overall satisfaction, with the vendors’ scores falling 11 and 6 points, respectively. Though satisfaction with Virence Health has declined in all categories, customers report particular dissatisfaction with the vendor’s inability to keep promises, drive tangible outcomes, and deliver a product that isn’t buggy or missing functionality. Cerner customers have seen declines in the support experience all around and have had poor experiences with implementations/upgrades, nickel-and-diming, and Cerner’s training, which clients feel is not comprehensive enough to meet their needs. Year-Over-Year Significant Increase Category Performance Increase (100-point scale) Overall Performance Decrease Dashed Line=Limited Data A+ 95–98 B+ 85–87 C+ 75–77 D+ 65–67 F ≤57 No Trend A 91–94 B 81–84 C 71–74 D 61–64 100.0 2017 2018 A- 88–90 B- 78–80 C- 68–70 D- 58–60 Culture Operations Relationship Aprima 84.6 (n=28) Loyalty Product Value CureMD 83.1 (n=29) 90.0 AdvancedMD (n=25) B- B+ C+ B C B- Greenway Health Intergy 81.4 (n=25) Allscripts Professional (n=18) C C- B- B- C D AdvancedMD 80.3 (n=25) Aprima (n=28) A- B+ B+ B B B athenahealth 80.0 (n=30) athenahealth (n=30) 80.0 C+ B+ C+ B C- B NextGen Healthcare Office 79.3 (n=20) CareCloud (n=20) C B- C B- D B- CareCloud 76.3 (n=20) Cerner (n=19) D C+ D+ C D C eMDs 74.7* (n=8) CureMD (n=29) B B B B- B B+ 70.0 Kareo 72.3 (n=22) eClinicalWorks (n=23) D+ C B- C+ C D+ Allscripts Professional 72.1 (n=18) Greenway Health Intergy (n=25) B- B B B B+ C+ eClinicalWorks 71.9 (n=23) Kareo (n=22) C C B- C F C 60.0 Cerner 70.4 (n=19) NextGen Healthcare Office (n=20) C+ B+ C B- D+ B Virence Health CPS Virence Health (n=21) C- C- C+ C D+ D- (GE Healthcare) 67.8 (n=21) CPS (GE Healthcare) Limited Data 50.0 *Limited data eMDs (n=8) C+ C+ B- C C+ C- More Investment in Training Needed for Better Provider Success Feedback from more than 32,000 physicians and advanced practice Net EMR Experience Score—By Quality of Initial Training Quality of initial training measured by agreement that initial training provided strong preparation. providers (collected through KLAS’ Arch Collaborative initiative) shows Physicians and advanced practice providers only. that training is one of the leading predictors of future EHR success and satisfaction. This indicates that not all user dissatisfaction with Market Average EMR/PM solutions can be attributed to the solution itself. Vendors interviewed for this small practice report echo this finding, with 6 of Strongly agree (n=2,860) 63.4 the interviewed 14 saying that they feel customers underinvest in education. One vendor executive shared, “I think what customers do Agree (n=13,161) 43.1 is underinvest in education as the product evolves. They want to Indifferent(n=6,742) 11.7 implement it . and move on.” This lack of continual EHR learning has a direct and adverse effect on providers’ ability to document effectively Disagree (n=6,640) -4.7 88.2-Point Difference and often leads to dissatisfaction with the EHR as well as the vendor. Strongly disagree (n=3,551) -24.8 ® This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding REPORTS 2019 use of this report. © 2019 KLAS Enterprises, LLC. All Rights Reserved. (Scale of -100.0 to 100.0) -100.0 0.0 100.0 REPORT INFORMATION Reader Responsibility Copyright Infringement KLAS data and reports are a compilation of research gathered from websites, healthcare Warning industry reports, interviews with healthcare organization executives and managers, and This report and its contents are copyright-protected interviews with vendor and consultant organizations. Data gathered from these sources works and are intended solely for your organization. includes strong opinions (which should not be interpreted as actual facts) reflecting the Any other organization, consultant, investment emotion of exceptional success and, at times, failure. The information is intended solely as a company, or vendor enabling or obtaining catalyst for a more meaningful and effective investigation on your organization’s part and is not unauthorized access to this report will be liable for intended, nor should it be used, to replace your organization’s due diligence. all damages associated with copyright infringement, which may include the full price of the report and/or KLAS data and reports represent the combined opinions of actual people from healthcare attorney fees.
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