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How to Achieve a 28-Point Increase in EHR Satisfaction
Amsterdam UMC

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.

Created in partnership with Amsterdam UMC

Publish Date: 11/06/2023

Cost to Implement:  $$ - Budgeted Cost

Time to Implement:  12 - 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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Ongoing EHR Education, Recognized Improvement

Reader 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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Arch Collaborative Mission

Unlock the potential of EMR solutions to revolutionize healthcare efficiency and care-quality improvements by facilitating collaboration, measurement, and shared learning.

The Arch Collaborative is committed to finding and sharing healthcare technology best practices that forward the efforts of the quadruple aim in healthcare. The engine of the Arch Collaborative is the insights and feedback of thousands of clinicians and caregivers around the world.

Learn more about the Arch Collaborative: https://klasresearch.com/arch-collaborative
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About Arch Collaborative Case Studies

Arch Collaborative case studies are focused on highlighting success that Collaborative participants achieve with or through healthcare technology. They are meant to briefly advertise member success and act as starting points for ongoing communication and collaboration between member organizations.

Case studies are typically published when (1) a verified outcome is recorded (and often verified through the Collaborative survey) and (2) the approach or steps to achieving that outcome aren’t commonly known and would be helpful to other organizations.

All Collaborative members and participants are invited to submit case studies by working with their KLAS guide.

All case studies can be viewed at: https://klasresearch.com/learningcenter/casestudies

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