Allscripts, Cerner, Evident/CPSI top-ranked for client satisfaction, says Black Book
Allscripts is the top-ranked EHR vendor among medical centers of more than 250 beds, according to a new Black Book report released today. Cerner topped the list for medium-sized community hospitals with 101-250 beds, and Evident/CPSI was the best among small and rural hospitals with fewer than 100 beds.
In the same report, Cerner landed the highest rankings for usability and functionality by hospital nurses and physicians. And eClinicalWorks and athenahealth are quickly rising among smaller hospitals as replacement interests for the cloud-based inpatient EHR platform.
Allscripts, Cerner and Evident/CPSI received top rankings in the four previous years among their respective hospital client categories.
Black Book surveyed more than 3,100 current hospitals. Rankings are based on health IT loyalty like the stability of a vendor's customer base and support services; intentions to renew current contracts; whether a provider will recommend their EHR/HIT vendor; and likelihood a provider will purchase additional products or services from a vendor.
As for customer loyalty, the report found the largest increases in year-over-year among the patient EHR customers of Allscripts, Cerner, Evident/CPSI and athenahealth. In this report, loyalty is more than repeat purchases - it's a behavioral and attitudinal stance in regards to choices.
"Customer loyalty has emerged as one of the most reliable metrics because of its forward looking nature," said Black Book President Doug Brown in a statement. "Using a customer loyalty metric to complement historical metrics such as sales, profitability, operation metrics and satisfaction key performance indicators helps hospitals and physicians make better decisions based on customer insights."
Under this metric, most Meditech and Epic Systems providers felt trapped in their contracts and are seeking or considering a switch to another vendor. Furthermore, these providers don't intend to renew their contract and have a bad attitude about the relationship, product, service, broken promise or undelivered obligations.
Black Book also assessed vendors based on providers considering a switch or seeking to still replace their EHR systems. In this category, Allscripts, athenahealth and Cerner offered the most desirable interoperability and connectivity technology, while athenahealth was top ranked for mobile optimization. McKesson and Cerner were the leaders in technical support.
These same providers were most satisfied by the offerings from GE Healthcare, Iatric Systems, McKesson and Siemens for revenue cycle management support. Allscripts, athenahealth, Cerner, Epic Systems and Meditech were leaders of patient access and engagement. For big data and population health: Allscripts, Cerner, Epic and McKesson were most desired.
Twitter: @JessieFDavis
Email the writer: jessica.davis@himssmedia.com
