Provider and Patient Satisfaction

Provider and patient satisfaction are common factors to assess when implementing EHR systems. Results from satisfaction surveys are often mixed. In a 2008 national survey of physicians, 90 percent of providers using EHRs reported they were satisfied or very satisfied with them and a large majority could point to specific quality benefits. Those who had systems in place for two or more years were more likely to be satisfied. A study that examined EHR satisfaction among obstetrics/gynecology (OB/ GYN) physicians found that 63 percent reported being satisfied with their EHR system, and nearly 31 percent were not satisfied. Among study participants, younger OB/GYN physicians were more satisfied with their EHR than older physicians. A study by Rand (in collaboration with the AMA) found that although many physicians approved of EHRs in concept (for example, they appreciated the fact that they could remotely access patient information and provide improved patient care), they expressed frustrations with usability and work flow. The time-consuming nature of data entry, interference with face-to­ face patient care, inefficiency, and the inability to exchange health information between EHR products led to dissatisfaction. Physicians across the full range of specialties and practice models also described other concerns regarding the degradation of clinical documentation.

Among US hospitals, a 2011 national study found that those with EHRs had significantly higher patient satisfaction scores on items such as “staff always giving patients information about what to do for the recovery at home,” “patients rating the hospital as a 9 or 10 overall,” and “patients would definitely recommend the hospital to others” than hospitals that did not. Yet the same study found that the EHR use was not statistically associated with other patient satisfaction mea­sures (such as having clean rooms) that one would not expect to be affected by EHR use. A more recent study by Jarvis and colleagues assessed the impact of using advanced EHRs on hospital quality patient satisfaction using a composite score for measuring patient experience. They found that hospitals with the most advanced EHRs had the greatest gains in improving clinical process of care scores, without negatively affecting the patient experience. Another study found that physicians using EHRS that met Meaningful Use criteria and had two or more years EHR experience were more likely to report clinical benefits