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Small Practice Ambulatory EMR/PM (1–10 Physicians) 2017

Small Practice Ambulatory EMR/PM (1–10 Physicians) 2017
Relationships the Key to Providers' Success

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Small ambulatory practices (1–10 physicians) need cost-effective solutions that deliver the functionality required to comply with evolving regulations and that allow providers to properly care for and bill their patients. Additionally, they expect to get the support, service, and communication needed for the ideal customer experience. KLAS interviewed 635 organizations to identify how vendors perform in these areas.


1. ATHENAHEALTH'S FADING SUPPORT AND CERNER'S COMPLEX USABILITY IMPEDE EXPERIENCE

athenahealth and Cerner have stumbled significantly over the past two years. These formerly top-performing vendors now sit squarely in the middle of the pack. athenahealth fell in satisfaction in every KLAS measure over the past year, and providers say the once-superb communication from vendor executives has significantly dwindled. athenahealth customers have also seen a substantial decline in the helpfulness and knowledge level of athenahealth’s support staff. The performance of former Best in KLAS winner Cerner has tumbled appreciably in the past two years, and user satisfaction is now below average. Complicated usability, poor training, and pricing issues have left some small providers questioning whether Cerner was the right choice.

2. CUREMD AND ELATION SET THE EXAMPLE FOR EXCELLENT CLIENT RELATIONSHIPS

For several years running, CureMD has exceeded customer expectations by delivering highly valued functionality, productive communication, and helpful, proactive support, setting them apart for many customers and propelling them to the top. Elation (EMR only) delivers a stunningly easy-to-use EMR backed by the guidance and assistance providers need to navigate changing regulations that can sometimes be overwhelming for the smallest practices. Amazing Charts' (EMR only) rapid response and thorough resolutions to issues help providers feel confident in their vendor's commitment to their success.



3. ALLSCRIPTS AND GE HEALTHCARE IMPROVE IN MEETING PROVIDERS' NEEDS AND EXPECTATIONS

Allscripts' focus on customer support and fostering better relationships with customers has not gone unnoticed. While relationships still fall short of overall expectations, several users report that representatives are now better trained and empowered to address problems and that turnaround times have dropped considerably. GE Healthcare has made significant strides in reducing the number of charges and simplifying the billing process. Some customers feel GE Healthcare is making more of an effort and report smoother implementations and improved contracting.

4. BIZMATICS, QUEST DIAGNOSTICS, AND KAREO FAIL TO DELIVER VALUE

Bizmatics' customers report numerous aggravations regarding their vendor, and their satisfaction has fallen dramatically. System bugs, downtime, poor communication, and support deterioration have sharply degraded providers' views of Bizmatics and caused many to question the value they receive. Many Quest Diagnostics customers have been troubled by system outages, variable support, and usability struggles. Flaws in Kareo's practice management solution and a decline in support satisfaction due to unknowledgeable representatives have had a significantly negative impact on how providers view their vendor and led to an increase in frustration.

KEY TOPICS

  1. athenahealth’s Fading Support and Cerner’s Complex Usability Impede Experience
  2. CureMD and Elation Set the Example for Excellent Client Relationships
  3. Allscripts and GE Healthcare Improve in Meeting Providers’ Needs and Expectations
  4. Bizmatics, Quest Diagnostics, and Kareo Fail to Deliver Value


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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 Enterprises, 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.