Black Book survey: 85% of EHR users say subpar tech support disrupts patient care

A majority of clinicians note that health IT vendors not offering EHR technical support, either internally or through an outsourced support firm, hinders their ability to deliver high-quality patient care, according to a Black Book survey.

The survey includes responses from 4,446 respondents, of which 1,103 reported having worked in different facilities with different EHR systems. Survey respondents also included 180 CFOs, 82 CMOs and 1,319 IT managers and CIOs.

Here are eight survey findings:

1. Eighty-five percent of clinicians noted that delivery of patient care services was continually impeded by subpar user tech support.

2. A majority of physicians (89 percent) reported excellent EHR end user experience by means of advanced tech support solidified their hospital loyalty.

3. Approximately 155 of the 180 CFOs did not think it will be possible to spend more money on additional EHR support in 2018 due to organizational challenges and limited resources.

4. Seventy of the 82 CMOs asserted multilevel tech support from their vendor will be a leading competitive inpatient EHR differentiator in 2018.

5. Forty-nine of 82 CMOs reported being continually discontented with the range of tech support extended by vendors.

6. Around 80 percent of the 1,319 IT managers and CIOs reported a sharp increase in clinical grievances for technical support after EHR implementation.

7. Seventy-two percent of hospital tech managers prefer their EHR deliver direct, comprehensive tech support as opposed to leaving tech support in the hands of hospitals themselves or third-party companies.

8. Around 88 percent of clinical leaders want to stay ahead of the health IT learning curve with a richer suite of tech support services, particularly for nursing personnel.

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