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Epic EHR Ranked Highest for Provider Satisfaction Worldwide

More providers worldwide reported having a positive experience with Epic EHR than users of Cerner, Allscripts, or InterSystems.

Epic boasts highest rates of provider satisfaction worldwide.

Source: Thinkstock

By Kate Monica

Epic EHR is currently dominating the worldwide EHR market in overall user experience, with nearly 90 percent of all surveyed international users reporting high rates of provider satisfaction.

This finding comes in the new Global EMR Performance 2018 report from KLAS. Researchers surveyed more than 300 CIOs, CMIOs, physicians, IT managers and directors, and other C-suite executives across Asia, Canada, Europe, Latin America, and the Middle East to gain insight into the different regional trends driving EHR purchasing decisions around the world.

“The global EMR story continues to vary significantly by region in terms of both market share and performance,” explained KLAS researchers. “Multiregional vendors may have large customer bases in certain regions and none in others, and they may perform much better in some regions than they do elsewhere.”

“Currently, there is no vendor broadly deployed in all regions with high customer satisfaction across regions,” noted researchers.

No EHR vendor claims the majority of the market-share and high user satisfaction across all regions, but Epic has received high marks from all users across Europe, as well as users at the few care sites where Epic has been deployed in Asia, Canada, and the Middle East.

While international Epic users are the most satisfied, Cerner is the only vendor with users in Asia, Canada, Europe, Latin America, and the Middle East.

“Cerner is the only vendor with customers in every region and comes next in global performance and consistency,” stated KLAS researchers. “While overall satisfaction is above average, customers say they have largely driven their own success. Cerner is willing to engage strategically, though generally not proactively and often at an extra cost.”

Less than half of Cerner users reported being ‘very satisfied’ with their EHR systems, while the majority of Epic users reported being ‘very satisfied.’ However, about 78 percent of Cerner users reported being at least ‘satisfied’ with the technology.

While MEDITECH’s expansion into non-US markets is limited, its users in Canada, the UK, and Ireland largely report having a positive experience with the vendor. Nearly 80 percent of surveyed MEDITECH users stated their satisfaction with the technology.

“However, slow growth and relatively slow development have caused some concern,” wrote researchers.

Allscripts and InterSystems users did not fair well in the international survey, with many users reporting feelings of dissatisfaction.  

“No Allscripts organizations in any region report high satisfaction,” stated researchers. “While some customers have achieved deep adoption, they often feel they drove their implementation themselves.”

“InterSystems’ performance has declined significantly over the past two years due to an inability to provide adequate staff to meet increasing regional demands,” researchers added.

As of 2016, InterSystems was one of the most popular EHR vendors worldwide. A 2017 KLAS global EHR market share report found Epic and InterSystems each held more contracts than any other competitor. At the time, InterSystems was highly regarded for its broad functionality and light IT footprint.

However, the vendor’s performance is currently lacking, according to European, Middle Eastern, and Australian customers.

“European customers report delayed implementations and stretched vendor resources, and customers in the Middle East and Australia experience similar challenges with new implementations and transitions to new country-specific EMR editions,” researchers stated.

Because user preferences vary by region, some vendors are performing better in certain countries than others.

Epic and Cerner currently lead in Europe, but InterSystems also has a significant consumer base in the region.

“Vendor performance in Europe is more varied than in any other region outside the US,” wrote KLAS researchers. “Customers praise Epic’s commitment to the region and strong executive relationships; no customers feel forgotten.”

“However, a notably dissatisfied customer in Denmark has struggled to get buy-in, and Epic can miss market nuances, potentially slowing their regional growth,” researchers added.

Cerner customers across regions are largely satisfied with the EHR vendor’s focus on research and development (R&D), but some feel the vendor has fallen short during customization efforts.

“In some cases, Cerner struggles to nimbly respond to region-specific change requests,” researchers stated.

In the Middle East, users have been won over by Cerner’s consistently positive performance and deterred somewhat by InterSystems inability to manage several simultaneous EHR implementations across the region.

“InterSystems led vendor performance in the Middle East in previous years, but multiple concurrent implementations in the UAE have suffered from stretched resources, as have established customers to a lesser extent,” wrote researchers.

“In contrast, Cerner, who has the largest regional market share, has demonstrated stable performance thanks to robust functionality and strong integration,” researchers continued.

However, some respondents stated Cerner lacks awareness of regional needs. Additionally, some customers have limited access to Cerner’s full portfolio of health IT solutions.

“Relationships are strong overall, though they could be more strategic,” researchers wrote.

Epic only has a limited number of users in the Middle East at present, but users are largely satisfied with the vendor’s offerings and services so far.

In Canada, MEDITECH is being praised for its ability to meet regional needs.

“Success with the new Expanse platform will be critical for long-term customers on legacy platforms, who need updated technology to meet market demands,” stated researchers.

Cerner’s least satisfied customers are in Canada.

“Customers feel they receive US-focused rather than Canada-specific functionality,” wrote KLAS researchers. “Strategic relationships and regional expertise could also be stronger.”

Despite recent losses in Canada, Allscripts has made efforts to improve its functionality to suit the needs of the region’s providers.

“Customers also report improved strategic engagement, although it can feel sales driven and result in recommendations to purchase Allscripts’ tools,” wrote KLAS researchers.

Epic is currently live at only four Canadian healthcare organizations, but feedback from all users shows customers are generally satisfied with Epic’s willingness to meet regional needs and support system launches through go-live readiness assessments.

Finally, Cerner has the most substantial foothold in Asia and Australia.

“Cerner has steadily improved across the region in past years due to deepening adoption and the cloud functionality they recently made available in the region,” wrote researchers. “This year Cerner saw a slight decline in overall score. Access to executives is good, but customers want deeper strategic relationships.”

InterSystems’ performance has also declined in Australia, as users say the EHR vendor’s attention and resources have been diverted and spread thin during implementation.

“InterSystems customers in Asia, especially China and Thailand, are generally pleased,” noted KLAS researchers.

Allscripts users in the region are largely dissatisfied.

“Allscripts customers want better responsiveness and deeper strategic relationships,” researchers stated. “Overall confidence in Allscripts’ R&D is very low; Allscripts’ strategy of acquiring rather than developing new solutions does not resonate with customers.”

Overall—while Epic has a limited consumer base outside the US—the EHR vendor has received the most positive feedback from users.

One hundred percent of surveyed Epic users around the globe say they would purchase an Epic system again. Cerner ranks second-highest for satisfaction, with 89 percent reporting they would buy a system from the vendor again.

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