Ambulatory EMR Performance 2015 (1-10 Physicians)
New Leader Emerges for Small Practices

1. CERNER NOW TOP SMALL-PRACTICE PERFORMER THANKS TO RECENT IMPROVEMENTS

Since March of 2012, Cerner’s performance rating has increased nearly 23% among small practices thanks to a better customer focus and continued development, making them the top performer for EMRs used in numerous specialties. athenahealth and SRSsoft, the leaders from KLAS’ 2013 report, still perform well, but customers noted a recent downturn in support and development due to meaningful use and rapid growth. Other previous top performers (Practice Fusionand e-MDs) have fared even worse as customers have struggled with meaningful use upgrades.

2. PCC THE GOLD STANDARD FOR SPECIALTY-FOCUSED VENDORS

Providers using PCC continue to report one of the top customer experiences of all IT products that KLAS monitors. PCC’s top-notch support and easy-to-use system make them a fantastic choice for independent pediatric practices looking for an EMR. Family practice and internal medicine providers laud Amazing Charts’ ease of use. Clinicians in orthopedics and dermatology also regard SRSsoft’s usability highly.

3. MCKESSON AND QUEST DIAGNOSTICS LEAD LARGE GROUP OF AT-RISK VENDORS

9 out of 20 small-practice EMR vendors have a third of their customers wanting or planning to leave due to frustrations with poor usability, missing functionality, and unreliable vendor support. Nearly 70% of McKesson respondents and half of Quest Diagnostic respondents report feeling stuck or planning to leave. PCC, Cerner, GE Healthcare, Greenway PrimeSUITE, and athenahealth are the only vendors with less than 20% of their customers wanting or planning to leave.

4. FEW VENDORS EXCEL IN USABILITY AND SUPPORT

Only Amazing Charts, Cerner, PCC, and SRSsoft are highly regarded for both clinician ease of use and customer support. Among these, only Cerner is rated highly by a wide range of specialties. GE Healthcare’s customizability has garnered high ease-of-use ratings across a number of specialties. CureMD and athenahealth provide good support, but clinicians feel athenahealth’s interface has become increasingly less user friendly. Overall, many vendors fail to excel in usability and support.