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Clinician Trust in Organization/IT Leadership
May 2021

Clinician Trust in Organization/IT Leadership


Authored by:  Anna Beyer, 05/21/2021 | Read Time: 4 minutes

A clinician’s trust in their organization and IT leadership can greatly impact their EHR experience. To measure this trust, the Arch Collaborative EHR Experience Survey asks end users whether they agree their organization and IT leadership have done a great job of implementing, training on, and supporting the EHR. A number of factors—for example, training, burnout, and EHR governance structure—affect how clinicians answer this question. The Executive Insights section of this report examines the outcomes of clinician trust and shares a high-level view of what drives it. The Expanded Insights section dives deeper into the relative importance of various factors on clinician trust and what practices help end users feel supported by their organization when it comes to the EHR experience.


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Trust in Organization/IT Highly Correlated with EHR Experience

Having a shared sense of EHR ownership is one of the most important pillars of a strong EHR experience—and clinician trust in their organization/IT leadership is an important aspect of that shared ownership. At the individual provider level and at the organization level, trust in organization/IT leadership is correlated with higher EHR satisfaction. Organizations that score in the 50th percentile or above for this metric have an average Net EHR Experience Score (NEES) of 48.8, while those below the 50th percentile have an average score of 21.7.

net ehr experience score by collaborative percentile for trust in organization it

Providers who strongly disagree that their organization/IT leadership delivers well are about 85x more likely to report a poor EHR experience than those who strongly agree.

odds of reporting dessatisfaction with the ehr by agreement that organization it delivers well

Providers and nurses alike see big differences in EHR experience depending on their level of trust; this holds true overall and within the individual metrics that make up the NEES. For both providers and nurses, those with high trust have an average NEES that is 60+ points higher than those with low trust. Each of the individual metrics that make up the NEES also sees a statistically significant increase in average score among clinicians who trust their leadership.

impact of trust in organization it on ehr experience

Burnout Lower for Clinicians Who Have Trust in Their Organization/IT Leadership

Clinicians who trust their organization/IT leaders are 14% less likely to report feeling burned out. Additionally, even those clinicians who are burned out but trust their leadership report fewer EHR-related contributors to burnout in comparison to their less satisfied peers. (Additional detail on burnout is available in the Expanded Insights section of this report.)

percent with trust in organization it vs percent burned out

Higher EHR Satisfaction Tied to Belief That IT Is Trying to Improve the EHR

net ehr experience by agreement that it department is seeking to improve ehr for cliniciansIt is apparent that having high trust in organization/IT leadership is a significant factor in both EHR satisfaction and burnout—but what is at the root of that trust? To better understand this, the Arch Collaborative has begun asking clinicians some additional questions. The question most highly correlated with trust in organization/IT leadership is “Do you agree the IT department is seeking to improve the EHR for clinicians?” Also highly predictive is the question “Do you agree EHR fixes are made in a timely manner and changes are well communicated?” Overall, clinicians who feel their IT team is seeking to improve the EHR are 1.5x more likely to have high trust in the organization and IT leadership overall.

Key Takeaways

high trust in organization it leadership

What Can Your Organization Do to Increase Trust?

The Expanded Insights section dives deeper into factors of both clinician experience and EHR governance that have an impact on clinician trust in organization and IT leadership. These include the factors detailed above, along with a number of others—for example:

  • Initial and ongoing EHR training
  • Structure of the organization’s IT/informatics groups
  • Level of clinician engagement in EHR governance
  • Difficulty of getting EHR changes approved and implemented

Arch Collaborative members can read the full report to learn more about improving clinician trust.

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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2019 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.

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