5 EHR and HIE Satisfaction Surveys

Section5.5 Maintain

Section 5 Maintain—EHR and HIE Satisfaction Surveys - 1

EHR and HIE Satisfaction Surveys

When implementing electronic health records (EHR), health information exchange (HIE), or other health information technology (HIT), communicate with all users and stakeholders and be aware of concerns—expressed or implied. Conduct formal satisfaction surveys within one to three months of go-live. Include key attributes of EHR and HIE use in subsequent staff and client satisfaction surveys (e.g., at least every six months during active HIT implementation and annually thereafter).

Time needed: 12 hours
Suggested other tools: NA

Staff EHR and HIE Satisfaction Surveys

During implementation of any major change, attention must be paid to communicating with users. Most organizations hold both formal and informal meetings with end users daily following go-live, weekly for a few weeks thereafter, then monthly. Some organizations also provide feedback notes to new users (e.g., Hey, Great Job on EHR!) and may host a special help desk hotline for staff for at least a few weeks after go-live.

How to Use

Anecdotal evidence is not scientific but may be the best way to spot problems early, reinforce HIT goals, and recognize staff members for their efforts. Ensure that all of the organization’s leaders are available in person or via phone, chat, email, or other means during and after implementation. Implementation of hardware and software does not guarantee adoption by users. HIT is not effective if it is not used, or not used as intended. Recorded anecdotes canbe both positive and negative. For example, a nurse calling in with a suggestion could mean positive interest, or could reflect a desire to return to old ways. An increase in verbal orders by physicians could signal concerns about a portal you have installed. These occurrences are opportunities to thank staff members for their efforts, record their process-related concerns that need improvement, and reveal red flags for further exploration.
A good way to actively seek information and document all anecdotes about the new HIT is to add them to your communication plan (see Section 2.1 Communication Plan), such as in the following example

Communication Plan with HIT Anecdotal Assessment Examples

Who / What / When / Findings / Analysis / Date for F/U / Resolved
Administrator / -Check in with every new user
-Check in with selected clients/families / -First 3 days of go live
-First 3 days of go live and weekly for 1 month
Providers / -Speak with every provider expected to use HIT / -During first week of go live
-Monthly for 3 months
Managers & Supervisors / -Check in with every new user
-Managers meet with every supervisor / -First 5 days of go live
-Weekly for 3 months
HIT Project Manager / -Check in with every new user
-On call / -First 5 days of go live
-First 5 days 24x7
-thereafter as designated
IT Staff / -On call / -First 5 days after go-live continuously
-thereafter as designated

A formal HIT User Satisfaction Survey is also important. Review the sample survey below, which enables an organization to compare results against the first eight items its baseline beliefs survey (see Section 1.7 EHR and HIE Beliefs Assessment).

Review the questions on general usability and needs and modify them according to the specific application being implemented, if needed.
Distribute, tally responses, and compare with baseline results. Use the results to target additional training (see Section 4.14 Training Plan) and communications.

HIT User Satisfaction Survey

The purpose of this survey is to obtain feedback on our EHR system and how well it is meeting your needs. Results will be compared with the initial readiness assessment data as a benchmark and used to identify areas in need of improvement. We will periodically resurvey users until the system has stabilized and everyone is comfortable using it.

Instructions

Please complete this survey and return to: ______by: ______

Concerning our recent EHR and HIE implementation, check the column that most closely describes how you feel about each of the following statements: / Strongly
Agree / Agree / Neutral / Disagree / Strongly
Disagree
1. EHR and HIE has increased overall efficiency.
2. Computerized alerts and reminders are annoying.

Our clients/families are OK with our use of EHR.

4. EHR and HIE improves my personal productivity.
5. EHR and HIE is difficult to learn how to use.
6. Use of EHR in front of clients is depersonalizing.
7. EHR is not as accurate or complete as paper records.
8. EHR and HIE improves quality and client safety.
9. Once all documents are scanned into the system, we will have a a complete EHR.
10. A first step toward a successful EHR and HIE is addressing workflow and process changes.
11. We are in an age where we must exchange data electronically with others. EHR and HIE help us do this.
12. Health care is too complex anymore without access to clinical decision support provided by EHR.
13. EHR and HIE are not as secure as paper records.
14. We cannot afford EHR or HIE.
15. EHR can have unintended consequences if we don’t apply professional judgment in its use.
Please rate the following concerning the EHR and HIE: / Worse than Expected / Poor / Acceptable / Good / Better than Expected
a. Training
b. Response time
c. Dependability
d. Technical support
e. Ease of use
Please identify below any additional assistance you would like and provide any other comments / Yes / No / Describe Needs
a. Computer navigation
b. Template changes
c. Changes to decision support rules
d. Adjusting workflow
e. Other:

Client/Family EHR and HIE Satisfaction Surveys

How to Use:

Use the following survey to learn about how your clients and/or their family/caregivers are responding to your use of EHR and HIE. (Modify the survey to reflect what specific technology you have adopted, such as EHR at the point of care, HIE—involving obtaining their consent, personal health record [PHR], telehealth, home monitoring devices, and other.)
You may chose to have these printed as a postcard for nurses to distribute during a visit or sent via a letter to the patient/family after a visit with the request for them to be returned in a postage paid envelope you supply. Include appropriate instructions in the survey form.
Consider using a separate company to distribute and tally results if you believe there will be any particular sensitivities.
If you already use a client satisfaction survey, consider whether you want to add some questions similar to those on this form or if you want to conduct a separate survey in addition to your normal survey. A regular satisfaction survey may not be conducted in close proximity to the EHR or HIE implementation. However, if you do use such a survey and it is timely enough, you might want to compare results on other aspects of the visit against those from pre-EHR. If you find a significant drop in all aspects of the survey that cannot otherwise be accounted for, it may reflect the impact of the EHR.

As part of our continuous quality improvement efforts, we recently adopted new computer systems to help our nurses and others carry out their duties to provide the best possible health care services for you. We would like to know what you think!
If you need help completing the form or have questions, please don’t hesitate to call us at: SUPPLY NUMBER
1. My nurse explained his or her use of the computized system to me. / □ Yes / □ No / □ Not sure
2. My nurse asked me for my permission to obtain information to support my care from my other providers. / □ Yes / □ No / □ Not sure
3. I believe that using the computer system will help my provider improve my care. / □ Yes / □ No / □ Not sure
4. I believe my personal health information that is stored in the electronic system is safe and private. / □ Yes / □ No / □ Not sure
5. I would like information about how I can use a computer to help keep track of medications, remind me about my doctor appointments, or learn more about my health care.* / □ Yes / □ No / □ Not sure
6. I have questions or concerns about the computer.* / □ Yes / □ No / □ Not sure
7. I would like to thank ______(fill in name of person) for helping me understand the computer.
* If you would like to be contacted directly, please give us your name and contact information:
Name: ______
□ Day time phone #:______□ Evening phone #: ______

Section 5 Maintain—EHR and HIE Satisfaction Surveys - 1