How to Achieve a 28-Point Increase in EHR Satisfaction
Amsterdam UMC saw a 28-point jump in their Net EHR Experience Score after creating a clinician ambassador program and offering comprehensive ongoing EHR education.
Publish Date: 11/06/2023
| Cost to Implement: | $$ - Budgeted Cost |
| Time to Implement: | 13–24 months |
Program Goals
- Improve clinicians’ satisfaction with the EHR
- Have clinicians and departments buy in to the concept that they have responsibility for their EHR use and satisfaction
Organization Outcomes
- 28-point improvement in Net EHR Experience Score
- 24-point improvement in agreement that the EHR enables efficiency
- 17-point improvement in agreement that the EHR is needed functionality
Collaborative-Verified Best Practices
- Ongoing EHR Education
- Recognized Improvement
Keys to Success
- Build a network of departmental support and provide clinicians with clear instructions on how to be successful with the EHR
- Invest in ongoing EHR education. Many issues that clinicians think might require a fix in the EHR can typically be resolved with more education
What Amsterdam UMC Did
After receiving their initial Arch Collaborative survey results in 2018, Amsterdam UMC chose to make significant adjustments to change the perception and utility of their EHR. They implemented three key programs to begin this transformation. First, they revamped their service ticket process to better meet the needs of clinicians regarding their EHR use. By triaging all incoming tickets, they determined integrality, clarity, and priority before sending the tickets to an application team to work on. Second, they changed strategies on their governance structure and positioned a strong CMIO, CNIO, and CSIO to work closely with Amsterdam UMC’s EHR department and to implement an ambassador program where every department was expected to provide a clinical ambassador who would spend approximately 10 hours per month in ambassador activities. Third, they created an ongoing, one-on-one EHR education program.
How Amsterdam UMC Did It
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Topics
Ongoing EHR Education, Recognized ImprovementReader Responsibility
These perspectives are shared to facilitate better collaboration and communication between members of the Arch Collaborative. We encourage organizations to thoughtfully adjust their current operations based on their own experience, the findings of this research, and other complementary sources of information.
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