The right EHR installment can make all the difference. But more often than not, doctors aren’t making the best choice, instead falling prey to systems that are all flash and fundamentally difficult to use.
Among the reasons is that doctors often don’t even know the best questions to ask prospective vendors, according to Linda Stotsky, aka @EMRanswers, an EHR consultant and a self-proclaimed “usability geek” — in large part because they approach vendor meetings without having formulated a list of exactly what they want.
“Docs are great at practicing medicine. Not so great at choosing EHR systems,” Stotsky told Medical Practice Insider. “Most physicians depend on ‘system speak’ from the EHR vendor,” she added, making it impossible to “look under the hood.”
That means probing for details on how the EHR collects patient data, increases your ability to improve reimbursement, and reduces dictation and transcription costs, Stotsky said, to name a few areas where practices should be leveraging technology.
Drilling down to specifics, Stotsky offered the following questions to help ensure that shiny new EHR doesn’t sell you short in terms of usability:
- How will this work with my existing scheduling, practice management, lab and PACS/RIS system?
- What is included “in the box” regarding training and support?
- Who customizes the system to work within my existing workflow and time constraints?
- Do you provide a unique support line for new client implementations, and what is the typical response time?
- Most importantly, can you provide a demo with an existing practice similar in specialty, size and workflow? (This can be done via any WebEx type application.) “Don’t sign a contract without viewing a real-time, role-based demo,” Stotsky advised. “Make sure to have in attendance staff representatives from all of the areas that touch the EHR — scheduling, billing, nursing, lab and record management — as well as other physicians.”
Docs should do their groundwork beforehand by identifying an EHR that can clinically align to existing workflows, processes and time constraints. “A one-size-fits-all EHR just doesn’t exist,” Stotsky explained.
Additionally, physicians should ask for reference lists of similar-sized practices within a given specialty that are utilizing the system — and call those people to check-up on the vendor.
Practices should also obtain a breakdown of future licensing fees, as well as support and maintenance charges, and secure an “escape” clause in case after 120 days the vendor doesn’t supply adequate training, customization or support.
