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Soliciting feedback from more physicians could help improve electronic health records (EHRs), suggests a recent report from Deloitte.
Based on Deloitte’s 2018 Survey of U.S. Physicians, the report about how healthcare providers interact with EHRs reveals that many physicians aren't asked about their experiences with the EHR technology their organizations use. Not surprisingly, this has resulted in persistent frustrations about EHRs among providers.
The survey of 624 primary care and specialty physicians in the U.S. shows that slightly more than one-third (34 percent) of respondents say their organization or EHR vendor sought their input on EHR enhancements (though 44 percent of primary care physicians say they’ve been asked for feedback).
“Our survey data also points to a link between inviting feedback and sustaining engagement,” Deloitte wrote. “Half (51 percent) of physicians who were not asked for feedback say they are unaware of EHR optimization efforts within their organization or through their EHR vendor, but only 16 percent of physicians invited to provide feedback say so.”
The Deloitte researchers said getting direct physician feedback – whether through surveys, personal meetings, or group discussions – is important for several reasons, including as a sign to providers of organizational support.
“While it is possible to run analytics on EHR usage without asking physicians directly (as described above), a dual approach—seeking direct input as well as performing EHR usage analytics—can paint a more nuanced picture of how physicians use EHRs, what can be done to improve their experience, and what’s the impact of interventions,” the report says. “Additionally, organizations may find value in cultivating superusers who can support overall engagement efforts.”
In addition to proactively seeking feedback, Deloitte says provider organizations can improve EHR use and performance by optimizing workflows, communicating progress on EHR initiatives and problem-solving, and staying abreast of new technologies.