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EHR Vendor Initiatives
Oct 2021

EHR Vendor Initiatives

Authored by:  Anna Beyer, 10/15/2021 | Read Time: 4 minutes

The Arch Collaborative examines many factors in trying to understand an end user’s EHR satisfaction. Some of these factors—such as training or user support—are the responsibility of the healthcare organization. Some—like self-directed mastery and time spent in the EHR—are in the hands of end users. The EHR vendor also plays a significant role: they can provide service, functionality, or enhancements that make the EHR experience better. For this report, KLAS asked Cerner and Epic to share what initiatives they have recently implemented to support strong EHR satisfaction. (No other EHR vendors have enough clients participating in the Collaborative for the effects of any improvement initiatives to be measured.)

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Arch Collaborative data on EHR stakeholders shows that about 33% of the variation in the EHR experience from user to user can be attributed to the EHR vendor in use; the organization and the individual user account for the rest of the variation. While not the most important factor, the EHR vendor still has a big impact. EHR vendors have close relationships with their customer organizations, so they can apply needed solutions to improve end user satisfaction.

Clinicians who strongly disagree that their EHR vendor delivers well are much less satisfied with the EHR experience overall than those who strongly agree (a difference in Net EHR Experience Score of 145.7 points—see below).

stakeholder impact on net ehr experience score
net ehr experience score by agreement that ehr vendor delivers well

EHR Vendor Programs Can Make a Big Difference

To better understand the potential impact of the EHR vendor on end-user satisfaction, KLAS asked Cerner and Epic (the two vendors with the largest samples of Arch Collaborative member customers) to share what new tools, programs, or initiatives they have recently begun offering. The following descriptions come from the vendors and have not been validated by KLAS.


Blueprint: Initiative by which Cerner works with clients to leverage the Blueprint tool to identify functionality that is owned but not yet implemented, fully configure existing capabilities to Cerner’s Model Experience, and provide guidance on adopting/using functionality in line with best practice recommendations.


Brain: Inspired by what nurses commonly jot down on paper “nurse brains” at the start of their shifts, the Brain presents a timeline view of the orders, events, and requirements for each patient the user is assigned to.

Hey Epic!: Voice assistant tool to help providers with documentation and information searches.

Rover: A mobile app designed to improve productivity by allowing nurses and other clinicians to review, document, communicate, and complete other key workflows on the go.

A number of organizations in the Arch Collaborative have recently implemented these tools or programs. The chart below compares these organizations’ Net EHR Experience Scores before and after implementing. Overall, these initiatives are correlated with higher EHR satisfaction. (It should be acknowledged that Collaborative members who re-measure tend to see some improvement in general, but the improvements shown below are still significant.)


Overall, clinician feedback shows organizations who implement one of these initiatives and re-measure see an improved EHR experience. Though the extent of the impact can vary across initiatives and in specific metrics, and results are early, all initiatives highlighted in this report have a positive correlation overall with satisfaction improvement.

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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.