EHR SATISFACTION ACCORDING TO PHYSICIANS THE UNDER-REPORTED STORY
Data TABLE OF CONTENTS TABLE OF CONTENTS I EXECUTIVE SUMMARY II SECTION I III DEMOGRAPHICS 1 REPLACEMENT RATES 4 SECTION II 5 Allscripts 6 athenahealth 7 Cerner 8 eClinicalWorks 9 Epic 10 GE Healthcare 11 Greenway 12 MEDITECH 13 NEXTGEN 14 Practice Fusion 15 CONCLUSION 16 UNDERLYING DATA 17 I EXECUTIVE SUMMARY
A great way to start an argument is to bring up the topic of an EHR (electronic health record) with a physician. But you'd never know it if you looked at almost any EHR report in the industry. And that's because the research in those reports primarily comes from CIOs and other IT leadership. And while these individuals are certainly bright people with good intentions they don't have to use an EHR in their daily work schedule and as such their motivations are materially di�ferent than are the end users EHRs were intended for - i.e. physicians. That being the case, we decided to focus our research on just physician feedback on EHRs.
Section I of this report looks at 889 physicians and the systems they use daily. Physicians rated their EHRs and then provided other qualifying data that provides the proper context to their ratings. We also did something di�ferent by not just looking at the type of medicine the physician practices but also at the demographic data of the organization where they practice as well to give a holistic setting to the data. This makes this research more usable than a traditional vendor rankings approach.
Section II focuses in-depth on ten of the most used EHR companies. We’re highlighting qualities to help professionals choose the system that meets their unique needs, and help vendors know what users want. EHR systems need to shine in di�ferent areas depending on facility type, and to help you find the ideal fit, we’re showing the ten vendors’:
Acute and ambulatory user rates Average facility bed count Average facility revenue Facility type
We reached out to tens-of-thousands of healthcare physicians from thousands of facilities across the country to acquire this up-to-date information. Since the majority of physicians are not happy with their EHR, we decided to focus on those who are happy to see if there is something about them that's unique. This report does that and more.
II
THE REST OF THE DATA
The following sections are just a high-level overview that represents just a fraction of the data we have collected on the EHR Market.
If you are a Reaction customer, click HERE to get access to the rest of the market data.
17 DEMOGRAPHICS
PHYSICIANS DISCUSS 889 THEIR EHR’S
TOP PARTICIPANTS BY SPECIALTY
Pediatrics 21% Internal Medicine 12% Anesthesiology 11% Psychiatry 9% Emergency Medicine 8% Orthopedic Surgery 7% Surgery 7% Family Medicine 6% Neurology 4% Ophthalmology 4% Endocrinology, Diabetes & Metabolism 4% Urology 3% Internal Medicine Cardiovascular Disease 3%
1 DEMOGRAPHICS BY ORGANIZATION TYPE 39% 29% 17% 14% Physician-owned Hospital affiliated Practice or clinic Standalone practice or clinic with an IDN owned by an IDN hospital (Multiple or health system hospitals under one organization)
DEMOGRAPHICS: ACUTE VS AMBULATORY
Acute 43% Ambulatory 57%
We believe in transparency at Reaction better than anyone else, and this fact Data, so we’re including information to gives their opinion additional weight show you exactly where this data is when compared to others. We heard from coming from. We received our physicians with titles ranging from information from the people who use Pediatricians to Endocrinologists EHRs every day. The 889 physician working in every facility type to ensure participants know their respective EHRs that our data includes all user aspects.
2 PARTICIPANT DEMOGRAPHICS
6% 3% ACUTE 6%
9% Epic Allscripts Cerner MEDITECH
15% 61% Other athenahealth
AMBULATORY
3% 4%3% Other athenahealth 5% Epic NEXTGEN 5% 30% Allscripts Practice Fusion 5% eClinicalWorks Greenway 6%
Cerner GE Healthcare 8% 22% None 9%
There are dozens of EHR vendors being Cerner, Allscripts, and athenahealth are used across the country, giving plenty of also being widely used. As you can see, choices for hospitals. By far the largest there are many legitimate options, and company used is Epic. It is used by almost caregivers shouldn’t just settle on a vendor, two-thirds of our data pool with those but should find the one that best meets working in acute care, and almost a their unique needs. quarter with those in ambulatory care.
3 REPLACEMENT RATES
of acute facilities are leaving 11% their current vendor
of ambulatory facilities are 16% leaving their current vendor
VENDORS WINNING REPLACEMENT BUSINESS 33% 5% 18% 4% 7% 3% 5% 4 SECTION II
While our results contain data on many di�ferent vendors, this report only highlights those who had at least 15 customers participate.
In the following section we look at 10 di�ferent vendors and their customer ratings. “Fence Sitter” refers to those who responded with a 5 or 6 (on a scale of 0-10) when asked how likely they were to recommend their vendor to a peer or colleague. “Advocate” refers to anyone who responded with a 7-10.
We then give a “Sweet Spot” for each vendor where we show the demographics for their happiest customers.
5 Allscripts CUSTOMER SATISFACTION % of users happy with, or on the fence about Allscripts
OVERALL ACUTE AMBULATORY Fence Sitter
12% 10% 13%
Advocate
16% 11% 18%
SWEET SPOT Allscripts' happiest customers have the following characteristics:
The average bed count for Allscripts’ happiest customers is 207
The average revenue for Allscripts’ happiest customers is $1.5B *Bed count and revenue The majority of Allscripts’ happiest information is based on the customers are ambulatory facilities parent organization.
The average physician count for Allscripts’ happiest customers is 239 6 athenahealth CUSTOMER SATISFACTION % of users happy with, or on the fence about athenahealth
OVERALL ACUTE AMBULATORY Fence Sitter
19% 13% 18%
Advocate
39% 13% 50%
SWEET SPOT athenahealth’s happiest customers have the following characteristics:
The average bed count for athenahealth’s happiest customers is 246
The average revenue for athenahealth’s happiest customers is $1.8B
*Bed count and revenue The majority of athenahealth’s happiest information is based on the customers are ambulatory facilities parent organization. The average physician count for athenahealth’s happiest customers is 135 7 Cerner CUSTOMER SATISFACTION % of users happy with, or on the fence about Cerner
OVERALL ACUTE AMBULATORY Fence Sitter
22% 27% 12%
Advocate
22% 25% 19%
SWEET SPOT Cerner’s happiest customers have the following characteristics:
The average bed count for Cerner’s happiest customers is 562
The average revenue for Cerner’s happiest customers is $2.1B *Bed count and revenue The majority of Cerner’s happiest information is based on the customers are acute facilities parent organization. The average physician count for Cerner’s happiest customers is 586 8 eClinicalWorks CUSTOMER SATISFACTION % of users happy with, or on the fence about eClinicalWorks
OVERALL ACUTE AMBULATORY Fence Sitter
29% 0% 29%
Advocate
53% 0% 53%
SWEET SPOT eClinicalWorks’ happiest customers have the following characteristics:
The average bed count for eClinicalWorks’ Even though eCW operates happiest customers is 568 almost exclusively in the ambulatory space, many of their customers are part of The average revenue for eClinicalWorks’ hospital systems and as such happiest customers is $2.6B we're reporting on the size of the inpatient organization as well as the size of the All of eClinicalWorks’ customers outpatient group. come from ambulatory facilities
The average physician count for eClinicalWorks’ happiest customers is 291 9 Epic CUSTOMER SATISFACTION % of users happy with, or on the fence about Epic
OVERALL ACUTE AMBULATORY Fence Sitter
22% 21% 21%
Advocate
45% 48% 41%
SWEET SPOT Epic’s happiest customers have the following characteristics:
The average bed count for Epic’s happiest customers is 421
The average revenue for Epic’s happiest customers is $3.9B *Bed count and revenue The majority of Epic’s happiest information is based on the customers are acute facilities parent organization.
The average physician count for Epic’s happiest customers is 1343 10 GE Healthcare CUSTOMER SATISFACTION % of users happy with, or on the fence about GE
OVERALL ACUTE AMBULATORY Fence Sitter
27% 0% 27%
Advocate
47% 0% 47%
SWEET SPOT GE’s happiest customers have the following characteristics:
The average bed count for GE’s Even though GE operates happiest customers was 611 almost exclusively in the ambulatory space, many of their customers are part of The average revenue for GE’s hospital systems and as such happiest customers was $4.1B we're reporting on the size of the inpatient organization as well as the size of the All of GE’s customers outpatient group. come from ambulatory facilities
The average physician count for GE’s happiest customers is 1141 11 Greenway CUSTOMER SATISFACTION % of users happy with, or on the fence about Greenway
OVERALL ACUTE AMBULATORY Fence Sitter
42% 0% 42%
Advocate
16% 0% 16%
SWEET SPOT Greenway’s happiest customers have the following characteristics:
The average bed count for Greenway’s Even though Greenway happiest customers was 51 operates almost exclusively in the ambulatory space, many of their customers are The average revenue for Greenway’s part of hospital systems and happiest customers is $85.5M as such we're reporting on the size of the inpatient organization as well as the All of Greenway’s customers size of the outpatient group. come from ambulatory facilities
The average physician count for Greenway’s happiest customers is 17 12 MEDITECH CUSTOMER SATISFACTION % of users happy with, or on the fence about MEDITECH
OVERALL ACUTE AMBULATORY Fence Sitter
23% 28% 20%
Advocate
15% 11% 40%
SWEET SPOT MEDITECH’s happiest customers have the following characteristics:
The average bed count for MEDITECH’s happiest customers is 114
The average revenue for MEDITECH’s happiest customers is $510M *Bed count and revenue The majority of MEDITECH’s happiest information is based on the parent organization. customers are ambulatory facilities The average physician count for MEDITECH’s happiest customers is 177 13 NEXTGEN CUSTOMER SATISFACTION % of users happy with, or on the fence about NEXTGEN
OVERALL ACUTE AMBULATORY Fence Sitter
30% 0% 30%
Advocate
25% 0% 25%
SWEET SPOT NEXTGEN’s happiest customers have the following characteristics:
The average bed count for NEXTGEN’s Even though NEXTGEN happiest customers was 183 operates almost exclusively in the ambulatory space, The average revenue for NEXTGEN’s many of their customers are part of hospital systems and happiest customers was $682.2M as such we're reporting on the size of the inpatient All of NEXTGEN’s customers organization as well as the size of the outpatient group. come from ambulatory facilities
The average physician count for NEXTGEN’s happiest customers is 1,020 14 Practice Fusion CUSTOMER SATISFACTION % of users happy with, or on the fence about Practice Fusion
OVERALL ACUTE AMBULATORY Fence Sitter
5% 0% 5%
Advocate
70% 0% 70%
SWEET SPOT Practice Fusion’s happiest customers have the following characteristics:
The average bed count for Practice Even though Practice Fusion Fusion’s happiest customers was 362 operates almost exclusively in the ambulatory space, The average revenue for Practice many of their customers are part of hospital systems and Fusion’s happiest customers was $2.2B as such we're reporting on the size of the inpatient All of Practice Fusion’s customers organization as well as the size of the outpatient group. come from ambulatory facilities
The average physician count for Practice Fusion’s happiest customers is 498 15 CONCLUSION
For better or worse EHRs have become, in many ways, the operating system of a healthcare organization. And as such there's simply no way around it. Perhaps that's why most physicians hate their EHR - they have no choice but to use. But even amongst this general milieu of dissatisfaction there are pockets of physicians that are genuinely happy with their EHR. And it's incredibly important to note that even the most publicly maligned EHR vendor has some organizations and physician users who are truly happy with them. We hope this report helped shed a bit more light on this under-reported fact.
of acute facilities are leaving 11% their current vendor
of ambulatory facilities are 16% leaving their current vendor
Once vendors start profiling their ideal customer base, dissatisfaction will decrease, as will the churn rate.
16 THE REST OF THE DATA
This report is a high-level overview that represents just a fraction of the data we have collected on the EHR Market.
If you are a Reaction customer, click HERE to get access to the rest of the market data.
17