Midsize/Large Practice Management 2022
Which Vendors Stand Out in an Established Market?

athenahealth athenaIDX is highly stable for large practices, who note post-acquisition updates have enhanced the user experience. Respondents feel the vendor is a proactive, supportive partner that can quickly solve issues. Nearly all large practices using Epic would recommend the solution to peers, highlighting strong technology and constant upgrades. Thorough training ensures users can work efficiently after the initial learning curve and—along with the functionality—drives tangible benefits for customers. NextGen Healthcare’s solution performs well due to flexible EMR/PM software that successfully handles complex multispecialty environments. Large practices appreciate the robust reporting and scheduling and report improved support and executive involvement in recent years. MEDITECH’s product (limited data) works as sold for large practices. Its functionality and high stability drive tangible financial results, and respondents feel their satisfaction will continue to grow as the product matures. Cerner’s functionality falls short of large practices’ expectations; respondents note the PM solution can’t provide everything it should without additional third-party software, leading to increased costs. Large-practice customers of eClinicalWorks (limited data) report many problems, the biggest being support resources that are unable or unwilling to give assistance.

With similar overall performance scores, athenahealth and NextGen Healthcare offer the highest-rated experience for midsize practices. athenahealth athenaCollector is combined with the EMR and RCM services, enabling customers to reduce or better utilize FTEs. Additionally, the robust, cloud-based technology can be updated without disrupting workflows. Compared to other metrics, support is an area of weakness, with some respondents citing long resolution times and difficulty contacting knowledgeable representatives. NextGen Healthcare customers feel the vendor delivers a product that meets (and often exceeds) expectations and functionality requirements. Midsize practices also report better vendor relationships and partnership than in years past. Nickel-and-diming remains a pain point for some and keeps satisfaction from being higher than it otherwise might.

NextGen Healthcare & athenahealth athenaCollector Drive Value through Outcomes; eClinicalWorks Misses the Mark for Large Independent Practices

Independent practices using NextGen Healthcare most often report seeing tangible outcomes. Respondents view the solution as cost effective and appreciate its flexibility, which allows them to pivot when necessary (e.g., scheduling COVID-19 vaccines). Further, data flows smoothly between the EMR and PM pieces, enabling practices to operate more efficiently. Independent practices of all sizes appreciate athenahealth’s shared-risk model and that the athenaCollector solution and services handle most RCM work, citing that the technology is better than products used in the past. In general, midsize practices using athenahealth report slightly better financial outcomes than large practices—who more often purchase add-ons, leading them to feel nickel-and-dimed. eClinicalWorks respondents report the lowest satisfaction with outcomes. Large independent practices are particularly dissatisfied due to feeling the product’s capabilities were oversold and don’t work as they should; these customers also note that they can’t integrate with key third-party revenue cycle components.

athenahealth athenaIDX customers’ satisfaction and confidence in the product have significantly increased post-acquisition due to updated technology and improved vendor relationships. The percent of respondents who would buy the solution again has also risen by 25% as it helps them effectively drive tangible results. Owned and independent customers of Epic have had high satisfaction for years, citing strong technology that supports repeatable outcomes. Epic’s representatives proactively address issues and changes and keep customers’ best interests in mind—leading over 90% of respondents to feel Epic keeps all promises. Limited data from independent practices using Epic shows they have higher-quality vendor relationships than owned practices.

The Cerner customer experience leaves much to be desired; nearly two-thirds of respondents report dissatisfaction due to stagnant technology, inadequate training, and product gaps that have to be filled by third-party software. Cerner intends to replace Cerner Practice Management with their new solution RevElate. Due to a history of unfulfilled promises around revenue cycle, many respondents doubt the new solution will improve their satisfaction. Owned practices using MEDITECH (limited data) find the solution is extremely easy to use and highly stable. Respondents also note the vendor relationship drives satisfaction, citing that representatives are always available to answer questions and help with problems.