Better Technical Services Needed to Improve EHR User Satisfaction

Eighty-four percent of EHR users are dissatisfied with the technical service and basic software account support from current EHR and HIT vendors, according to a 2020 Black Book Research survey. Since the HITECH Act was signed into law in 2009, EHRs have not only been more prevalent, but they have continued to change and evolve. However, technical service from EHR vendors hasn’t kept up with the constant change, according to high-level hospital tech managers. Healthcare software support is on the cusp of change, and as healthcare technologies evolve and improve, they are reshaping the very nature of what client services and tech support are, said Doug Brown, president of Black Book Research. “Adding real value through proven, forward-thinking customer service will guarantee vendor success as opposed to selling flashy bells and whistles to hide past issues,” explained Brown.

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