Tampa, Florida, October 25, 2017 (Newswire.com) -- According to Black Book™ user results, health information system vendors not offering clinically-based EHR tech support either internally or through a competent outsourced technical support firm, experience far less opportunities to positively affect patient care by the use of technologies. 85% of clinicians responding assert their delivery of patient care services are continually impeded by subpar user tech support.

1,103 of the 4,446 respondents reported having worked in different facilities with different EHR systems to adequately compare healthcare delivery outcomes. 77% of nurses and 89% of physicians report their hospital loyalty was gained through excellent EHR end user experience by means of advanced tech support.

Yet, 155 of the 180 chief financial officers and financial executives participating in a parallel survey see their growing list of organizational challenges and limited resources too encumbered in 2018 to expend capital on additional EHR support despite the rising expectations of clinicians for help.
"Healthcare IT initiatives of any size or scope require strong user tech support," said Doug Brown, Managing Partner of Black Book. "Clearly providers must leverage their IT investment to achieve intensifying clinical goals while gaining a competitive advantage to keep patients and physicians loyally coming back to your organization."

70 of the 82 hospital chief medical offices surveyed asserted multi-level tech support from their health records vendor ranging from help desk through engineering interventions will be a leading competitive inpatient EHR differentiator in 2018. 49 of 82 CMOs were routinely discontented with the range of technical support extended to their nursing and physician employees.

Additionally, 80% of 1319 IT management and CIO respondents reported a steep increase in clinical grievances post EHR implementation for technical support across all levels and user categories especially physicians.

"Healthcare IT vendors may be raking in billions of dollars in profits from their offerings, but they are not inspiring much long term loyalty to hospitals from their clinical employees and physicians if they fail to provide adequate technical support for their products," said Brown.

Of the 90 percent of hospitals that view high quality user support as a make or break feature in a vendor relationship, 53% say their tech support (both EHR firm provided and from HER tech support outsourcing partners) are currently falling short in their responsibilities to ultimately allow patient care improvements through well trained delivery personnel.

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