Tag Archives: AAFP

Physicians Seem Dissatisfied with Vendor Support

Further to an earlier blog post regarding a drop in user satisfaction among ambulatory EHR (what are known as EMR systems in Canada) users reported by KLAS, data from a survey conducted by the American Academy of Family Physicians (AAFP) suggests vendor support may be a major contributor to the drop in user satisfaction.

While previous AAFP surveys have generated responses from less the 500 physicians, the most current survey elicited responses from more than 2,500 AAFP members.  Some interesting results from the survey include:

  • Respondents identified 142 different EHRs
  • 20 EHRs identified in the survey were named by 84% of the respondents.
  • 120 of the EHRs identified in the survey were named by 12 or fewer respondents
  • More than 60% of respondents agreed with the statement, “This EHR enables me to practice higher-quality medicine than I could with paper charts,”
  • Less than 40% agreed with the statement, “Our EHR vendor provides excellent training and support.”

So, good news is that more than half of the physicians responding to the survey felt that EHRs has a positive impact on their practice of medicine. Unfortunately, more than half of the respondents seemed to be neutral or unhappy with the support they received from their vendor.  What would be interesting to know is how the 20 vendors with significant market share fared compare to those vendors with minor market share.

While the survey results do offer cause for concern, I suggest that it is likely easier to fix the support problem than it would be rework software to have a more positive impact on the practice of medicine.