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Is There a Relationship between EHR Satisfaction  and Hospital Quality Ratings?
May 2020

Is There a Relationship between EHR Satisfaction and Hospital Quality Ratings?


Authored by:  Jacob Jeppson and Anna Beyer, 05/22/2020 | Read Time: 4 minutes

A common question KLAS hears from organizations participating in the Arch Collaborative is whether there is any correlation between EHR satisfaction and an organization’s performance in other measures of hospital quality. To answer this question, KLAS looked at the Net EHR Experience Score (NEES) of Arch Collaborative members who appear in at least one of five key hospital quality ratings: 

  • CHIME’s Most Wired (levels 8–10)
  • CMS Star ratings (5-star organizations)
  • Healthgrades (America’s 100 Best Hospitals list)
  • Leapfrog (Top Hospitals list)
  • US News and World Report (Best Hospitals list)


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A Note about This Research

Currently, 103 hospitals that are ranked in at least one of the hospital quality programs listed above have also measured clinician EHR satisfaction via the Arch Collaborative survey (only 7 of the 103 are ranked in two programs). Given this small sample, the findings in this report must be considered preliminary.

Additionally, it is important to note that there are many metrics and programs by which hospitals can measure and benchmark their performance and quality. For this research, KLAS chose to focus on five of the most well-known ratings programs, each of which bases their results on different metrics and criteria.

On Average, Physicians at Ranked Hospitals Have Higher EHR Satisfaction

On average, physicians at organizations whose performance is celebrated in at least one of the key hospital quality programs examined in this report have higher EHR satisfaction than peers at non-ranked organizations. The relationship is weakest for organizations on the US News and World Report Best Hospitals list. While there is likely no causation in the relationship (i.e., it is unlikely that higher satisfaction with the EHR is a cause of high performance in these rankings, or vice versa), the correlation tells us that some high-performing hospitals also put strong emphasis on ensuring their clinicians achieve mastery of and high satisfaction with the HIT tools they use every day.

quality ranking and ehr satisfaction physicians

Nurse Experience with the EHR Follows the Physician Trend 

As with physicians, nurses who work at ranked facilities are more likely to be happier with their EHR than nurses at non-ranked organizations. There are two notable outliers to this trend. First, nurses at organizations that perform well in the Leapfrog ratings seem to be much happier with their EHR than nurses at non-ranked facilities (there is a nearly 27-point difference). Second, nurses at organizations in the CHIME Most Wired rankings are actually less satisfied on average than nurses at non-ranked organizations. This difference in satisfaction may be due to the small sample size of Arch Collaborative members that appear in the CHIME Most Wired rankings.

quality ranking and ehr satisfaction nurses

Other Arch Collaborative Resources Related to Quality

The case studies below provide additional quality-related learnings from Collaborative members.

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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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