burnout shows that 34% of physicians report some level of burnout, with staffing shortages being cited most frequently as a top contributor; the EHR is also a major contributor, with 54% of burned-out physicians citing it. Given these facts, it is imperative that organizations focus on enhancing the EHR experience to improve physician satisfaction, well-being, and retention." />

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KLAS Arch Collaborative Executive Scorecard

Measuring Physician EHR Experience, Burnout & Financial Risk

Authored by: Jenna Anderson & Jacob Jeppson, 07/16/2024 | Read Time: 5 minutes

KLAS’ Arch Collaborative has the singular goal of improving the clinician EHR experience worldwide. As part of this goal, KLAS is rolling out the Arch Collaborative Executive Scorecard, which provides healthcare organizations with a snapshot of how well they train and support clinicians in using the EHR—as well as the financial risk if organizations don’t act to improve the EHR experience. KLAS’ latest research on burnout shows that 34% of physicians report some level of burnout, with staffing shortages being cited most frequently as a top contributor; the EHR is also a major contributor, with 54% of burned-out physicians citing it. Given these facts, it is imperative that organizations focus on enhancing the EHR experience to improve physician satisfaction, well-being, and retention.

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<div class="row" style="margin-top: 40px;"><p>When healthcare organizations work with the Arch Collaborative to measure their clinicians’ EHR experiences, they get a breadth and depth of insights that can feel overwhelming. The Executive Scorecard will help organizations know where to begin their improvement journey and how to gain leadership buy-in to drive change.</p><p style="background-color:#3a5e83; padding:15px; color: #ffffff;"><strong>About KLAS Arch Collaborative</strong><br />Since 2017, KLAS has partnered with healthcare organizations to measure and benchmark their clinicians’ EHR satisfaction through the Arch Collaborative. To date, over 500,000 clinicians have responded, enabling KLAS to not only deeply understand and share best practices that drive clinician EHR success but also set industry standards. KLAS’ standardized EHR Experience Survey captures clinicians’ perspectives on many critical areas, such as EHR reliability and response time, education, IT support, governance, personalization, and outcomes (e.g., enhanced efficiency and ability to deliver high-quality care).</p></div><div class="row" style="margin-top: 40px;"><h3 style="color:#517ca6;"><strong>What Is the Arch Collaborative Executive Scorecard?</strong></h3><p>The Arch Collaborative Executive Scorecard is a one-page summary of the physician EHR experience, distilling the complex data from the EHR Experience Survey into visuals and letter grades that give executive leaders clear insights at a glance. The Executive Scorecard also calculates EHR-related burnout for physicians as well as possible financial impacts<sup>†</sup> and risk. The scorecard below shows the aggregate performance of all organizations who have measured with the Arch Collaborative in the last three years.</p><p style="font-size:.85em; color:#858d96;">Note: Data included in the current Arch Collaborative Executive Scorecard represents physician data only. Burnout calculations can be calculated only when burnout and burnout contributor questions are asked.</p><p style="font-size:.85em; color:#858d96;">† See section titled About the Data behind the Arch Collaborative Executive Scorecard for details on how KLAS calculates the financial impact of EHR-related burnout.</p><p style="color: #ffffff; background-color:#2b333a; padding:15px; text-align: center; border-radius: 8px;">To access your organization’s Arch Collaborative Executive Scorecard, please reach out to your KLAS Provider Success Manager or send an email to <a href="mailto:archcollaborative@klasresearch.com"><u style="color:#4c8bc9;">archcollaborative@klasresearch.com</u></a>.</p></div><div class="row" style="margin-top: 40px;"><img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_all_physicians.svg" alt="ehr experience executive scorecared - all physicians" style="max-width: 1440px; max-height: 805px; width: 100%;" class="fr-fil fr-dib" /><h3 style="color:#517ca6; margin-top: 40px;"><strong>EHR Experience Executive Scorecards by Organization Type</strong></h3><p>While there are many common trends in physicians’ EHR experiences across organization types, there are also key differences. The following section shows the Executive Scorecards for specific organization types so that healthcare leaders can compare their performance to their peers’ and pinpoint improvement opportunities. The insights in these scorecards are based on feedback from <strong>physicians only</strong>; this feedback was collected over a three-year period.</p><img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_large_health_system.svg" alt="ehr experience executive scorecard - large health system" style="max-width: 1440px; max-height: 809px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard__academic_health_system.svg" alt="ehr experience executive scorecard - academic health system" style="max-width: 1440px; max-height: 805px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_non_us_health_system.svg" alt="ehr experience executive scorecard - non-us health system" style="max-width: 1440px; max-height: 791px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_midsize_health_system.svg" alt="ehr experience executive scorecard - midsize health system" style="max-width: 1440px; max-height: 794px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_community_health_system.svg" alt="ehr experience executive scorecard - community health system" style="max-width: 1440px; max-height: 795px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_community_hospital.svg" alt="ehr experience executive scorecard - community hospital" style="max-width: 1440px; max-height: 791px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_childrens_hospital.svg" alt="ehr experience executive scorecard - children's hospital" style="max-width: 1440px; max-height: 796px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_fqhc.svg" alt="ehr experience executive scorecard - fqhc" style="max-width: 1440px; max-height: 799px; width: 100%;" class="fr-fil fr-dib" /> <img src="/images/report-images/2024/klas_arch_collaborative_executive_scorecard_2024-ehr_experience_executive_scorecard_ambulatory_care_group.svg" alt="ehr experience executive scorecard - ambulatory care group" style="max-width: 1440px; max-height: 807px; width: 100%;" class="fr-fil fr-dib" /><table style="margin: 10px;"><thead><tr style="border-bottom: 1px solid #858d96; padding:10px;"><th style="width: 30.9668%;">Organization Type</th><th style="width: 68.9523%;"># of Measurements Included</th></tr></thead><tbody><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Large health system (1,500+ beds)</td><td style="width: 68.9523%;">36</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Academic health system</td><td style="width: 68.9523%;">25</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Non-US health system</td><td style="width: 68.9523%;">25</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Midsize health system (1,000–1,499 beds)</td><td style="width: 68.9523%;">7</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Community health system (<1,000 beds)</td><td style="width: 68.9523%;">26</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Community hospital (<500 beds)</td><td style="width: 68.9523%;">12</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Children’s hospital</td><td style="width: 68.9523%;">17</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Federally qualified health center (FQHC)</td><td style="width: 68.9523%;">215</td></tr><tr style="border-bottom: 1px solid #858d96; padding:10px;"><td style="width: 30.9668%;">Ambulatory care group</td><td style="width: 68.9523%;">22</td></tr></tbody></table><p style="font-size:.85em; color:#858d96;">Note: Some organizations may have measured their EHR experience more than once.</p></div><div class="row" style="margin-top: 40px;"><h3 style="color:#517ca6;"><strong>About the Data behind the Arch Collaborative Executive Scorecard</strong></h3><h4><strong>Overall EHR Experience Metrics</strong></h4><p>Four scores related to the clinician EHR experience are included in the scorecard—the Net EHR Experience Score, Education Score, Infrastructure Score, and Support Score. Each is calculated based on clinicians’ responses to specific questions/statements asked on a 1–5 Likert scale (from strongly disagree to strongly agree), with all questions/statements weighted equally. See below for the questions/statements used to calculate each score:</p><div class="col-sm-6" style="margin-top:40px;"><p style="background-color: #c18654; padding: 10px; color: #ffffff;"><strong>Net EHR Experience Score</strong></p><p style="margin: 0; color-background: #ffffff; padding: 10px;">Based on clinician agreement with the following statements:<br /><br />This EHR:</p><ol><li>Is available when I need it (has almost no downtime)</li><li>Has the fast system response time I expect</li><li>Provides expected integration within my organization</li><li>Provides expected integration with outside organizations</li><li>Has the functionality for my specific specialty/clinical care focus</li><li>Is easy to learn</li><li>Makes me as efficient as possible</li><li>Enables me to deliver high-quality care</li><li>Keeps my patients safe</li><li>Has alerts to prevent care delivery mistakes</li><li>Allows me to deliver patient-centered care</li></ol><p><br /></p><p style="background-color: #c18654; padding: 10px; color: #ffffff;"><strong>Infrastructure Score</strong></p><p style="margin: 0; color-background: #ffffff; padding: 10px;">Based on clinician agreement with the following statements:<br /><br />This EHR:</p><ol><li>Is available when I need it (has almost no downtime)</li><li>Has the fast system response time I expect</li></ol></div><div class="col-sm-6" style="margin-top:40px;"><p style="background-color: #c18654; padding: 10px; color: #ffffff;"><strong>Education Score</strong></p><p style="margin: 0; color-background: #ffffff; padding: 10px;">Based on clinician agreement with the following statements:<br /><br /></p><ol><li>My initial training prepared me well to use this EHR</li><li>Overall, ongoing EHR training/education is helpful and effective</li><li>I was trained on how to use the EHR for workflows specific to my specialty and/or practice area</li></ol><p><br /></p><p style="background-color: #c18654; padding: 10px; color: #ffffff;"><strong>Support Score</strong></p><p style="margin: 0; color-background: #ffffff; padding: 10px;">Based on clinician agreement with the following statements:<br /><br /></p><ol><li>Our organization has done a great job of implementing, training on, and supporting the EHR</li><li>The IT department actively seeks to improve the EHR for clinicians</li><li>There is someone assigned to help my department with the EHR</li><li>Changes to the EHR are well communicated</li><li>EHR fixes are made in a timely manner</li><li>I have a voice in trying to improve the EHR</li><li>I know how to request a fix to the EHR</li><li>I am able to get support in a timely manner when I have an EHR issue</li></ol><p><br /></p></div><p>Letter grades for these scores are calculated based on the scale shown below.</p><p style="background-color: #f2f3f4;"><strong>Grading scale</strong><br /><span style="color: #858d96;">(-100 to 100 point scale)</span><br /><span style="color: #858d96;">A = 75.0–100.0</span><br /><span style="color: #858d96;">B = 50.0–74.9</span><br /><span style="color: #858d96;">C = 25.0–49.9</span><br /><span style="color: #858d96;">D = 0.0–24.9</span><br /><span style="color: #858d96;">F = <0.0</span></p></div><div class="row" style="margin-top: 40px;"><h4><strong>Calculations for Burnout & Financial Impact</strong></h4><p style="background-color: #c18654; padding: 10px; color: #ffffff;"><strong>Burnout Calculations</strong></p><div class="col-sm-6" style="margin-top:40px;"><p><strong>Percentage of Physicians Experiencing Burnout</strong> is based on the number of respondents reporting one of the following three levels of burnout</p><p style="background-color: #f3e4d8; padding: 10px;">Definitely burning out</p><p style="background-color: #ebd3be; padding: 10px;">Symptoms of burnout won’t go away</p><p style="background-color: #e3c1a4; padding: 10px;">Completely burned out</p></div><div class="col-sm-6" style="margin-top:40px;"><p><strong>Percentage of Burned-Out Physicians Citing EHR</strong> as a Contributor is based on the number of respondents reporting at least one of the following as reasons for burnout</p><p style="background-color: #dbe3ec; padding: 10px;">EHR other IT tools inhibit my ability to deliver quality care</p><p style="background-color: #dbe3ec; padding: 10px;">EHR or other IT tools hurt my efficiency</p><p style="background-color: #dbe3ec; padding: 10px;">Lack of training/proficiency on EHR or other IT tools</p></div><p style="background-color: #c18654; padding: 10px; color: #ffffff;"><strong>Financial Impact Calculation</strong></p><p>Based on <a href="https://www.nber.org/papers/w30895" rel="noopener" target="_blank"><u style="color:#4c8bc9;">this article</u></a> from the National Bureau of Economic Research, KLAS calculates the cost of burnout as roughly $87,000/physician.</p><p>Example from EHR Experience Executive Scorecard—All Physicians:</p><ul><li>23,390 physicians responded to the questions about burnout</li><li>Of those physicians, 34% (7,997) reported experiencing some level of burnout</li><li>Of the 7,997 physicians reporting burnout, 54% (4,279) reporting the EHR as a reason for their burnout</li><li>4,279 physicians x $87,000 = around $372,273,000 in financial risk</li></ul></div><hr style="margin-top: 40px;" /><div class="row" style="margin-top: 40px;"><h3 style="color:#517ca6;"><strong>What Is the KLAS Arch Collaborative?</strong></h3><p style="margin-bottom: 30px;">The Arch Collaborative is a group of healthcare organizations committed to improving the EHR experience through standardized surveys and benchmarking. To date, almost 300 healthcare organizations have surveyed their end users and over 500,000 clinicians have responded. Impact reports such as this one seek to synthesize the feedback from these clinicians into actionable insights that organizations can use to revolutionize patient care by unlocking the potential of the EHR.</p></div>

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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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