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Survey Says: Popular EHR, EPM Systems Used by BSM Clients

Wednesday, November 7, 2018 9:00 AM

BSM News, Hot Topics, Practice Operations

Written by: Elizabeth Monroe

Elizabeth Monroe
Senior Consultant

Throughout my 15 years in ophthalmology, I have watched multiple electronic health record (EHR) and electronic practice management (EPM) systems experience successes and failures. As a practice management consultant with BSM, I am often asked which EHR/EPM system I prefer, to which I always respond: “That depends.” In my experience, some systems lend themselves better for single subspecialty practices, while others are better for groups that are general or multispecialty.

When making recommendations to my clients, my feedback often focuses on how a practice will utilize its systems. To gain a deeper understanding of how BSM clients use their systems, we recently asked some of our BSM Connection® members to complete a brief Hot Topics Survey related to EHR/EPM systems.

Survey Demographics

In total, 160 practices responded to the survey. The respondent practices had anywhere from a solo provider (11 percent) to 15-plus providers (9 percent), with the majority (80 percent) falling somewhere in between. Additionally, respondents were asked to identify their practice's service model, with most working in comprehensive ophthalmology practices (44 percent) or multi-subspecialty group practices (39 percent).

EHR Results

Of the 160 survey respondents, 90 percent of the practices currently use an EHR system — 20 percent of which have changed their system within the past five years. Furthermore, 59 percent of respondents indicated that they have an ambulatory surgery center (ASC), with 28 percent of those practices stating that they have incorporated their EHR system into their practice and ASC.

As far as what type of EHR system respondents are using, they are:

  • NextGen Healthcare (19 percent),
  • Compulink Healthcare Solutions (10 percent),
  • EyeMD EMR Healthcare Systems, Inc. (10 percent),
  • MDIntelleSys (9 percent),
  • Medflow (9 percent), and
  • Other (41 percent, identifying 15 other EHR systems).

Survey participants were then asked to indicate on a scale of 0–10 how likely they are to recommend their current EHR system to a friend. The numeric ratings were used to calculate an overall Net Promoter Score®* (NPS) and each system’s average satisfaction level. Three EHR systems achieved a “very good” NPS and an 8-plus customer rating for average satisfaction level. Ranked in order, they are:

  1. Integrity EMR (71.4),
  2. EyeMD EMR Healthcare Systems, Inc. (57.1), and
  3. MDIntelleSys (53.9).

Please note that only EHR systems that received five or more responses were included in the NPS calculations.

EPM Results

In addition to EHR data, survey participants were asked which EPM system they currently use in their practices. Of the 151 question respondents, they use:

  • NextGen Healthcare (21 percent),
  • Compulink Business Systems, Inc. (11 percent),
  • ManagementPlus (7 percent),
  • AdvancedMD (7 percent),
  • MDoffice (7 percent),
  • Nextech (6 percent),
  • MedInformatix (5 percent),
  • Allscripts PM (5 percent), and
  • Other (30 percent, identifying 22 other EPM systems).

Survey participants were then asked to indicate on a scale of 0–10 how likely they are to recommend their current EPM system to a friend. Two EPM systems achieved a positive NPS. Ranked in order, they are:

  1. GE Centricity Practice Solution (20) and
  2. NextGen Healthcare (3.23).

Please note that only EPM systems that received five or more responses were included in the NPS calculations.

Read the full survey results here.

Gaining a Better Understanding for Our Clients

The EHR/EPM space is continuously evolving, and the selection and set-up of these systems can make or break the lives of physicians and staff. While some of my clients have successfully integrated EHRs into multiple offices and ASCs, others have been less fruitful. Surveys such as this helps us determine which systems will likely work for which practice based on size and specialty, among other factors.

I personally want to thank those who shared this valuable information with BSM. We are pleased to present the survey results to our clients here in our blog. We hope the data provided by our clients can be one of many resources offered by BSM to help make sound business decisions about EHR/EPM systems.

*The Net Promoter Score® (NPS) calculates the loyalty that exists between a provider and a customer by subtracting the percentage of detractors of a product from the percentage of promoters. (Promoters are those who answer the question with a 9 or 10; detractors rate the product from 0 to 6; passive customers are those who score the product a 7 or 8.) Generally, NPS scores need to be above 0 to be considered "OK," and those above 50 are considered to be very good.

YOUR TURN: Which EHR/EPM system do you use, and what’s your opinion of it? Leave your response in the comment section below.


  • Marta De La Torre said Reply

    We are a comprehensive ophthalmology service with an ASC. We currently have 3 different systems. Our clinic uses Compulink, our ASC uses the PM version of SiSVision and our optical retail uses OfficeMate. We are looking for an EMR platform that encompasses the three different entities, is cloud based, and is intuitively built for ophthalmologists. I would not recommend any of the systems we are using now for either EMR or PM.

  • Kathy Bolling said Reply

    We have NextGen and have used this program for more than 10 years. A lot of our success has been due to our vendor, TSI Healthcare in Chapel Hill, NC. Our vendor takes the "out of the box" product and molds it to our needs as much as possible while maintaining the integrity of the product. The EPM is easy to use and provides lots of reporting capabilities. I have been told the EHR side has more "clicks" than other products, but it has met our needs over the years. Most of the additional "clicks" have been added due to insurance requirements such as MIPS. I hope this has been helpful.

  • Dianna Alexander said Reply

    We use NextGen for our EPM — and have for over 20 years. Meanwhile, we use Modernizing Medicine, EMA, software for our EHR. We checked out several EHR software options prior to going with Modernizing Medicine. We chose them knowing at the time they were a fairly new EHR.

    Their platform allows the technicians to move so quickly through documentation. The technicians are even able to customize their own settings. They are great about listening to their customers' needs and make a real effort to make their EHR system better every day.

    With that being said, they are still a little behind the eight ball with having ASC, PM, EHR all in one system. They are currently working on an ASC product now, but it is a standalone product. It is supposed to be available in 2019. At this point, it does not look like their ASC software will be integrated with their EPM or EHR.

  • BSMAdmin said Reply

    Hi Dianna,
    Thank you for highlighting an EHR system (Modernizing Medicine) not mentioned in this post. We always value the input others like you provide us.

  • Scott Wilson said Reply

    For future surveys, I would like to see responses to the Optical Point-of-Sale system being used. We currently use NextGen EMR, EPM, and Optical Management but feel that the POS aspect of NextGen is severely lacking; however, it integrates with the EMR (Rx) and EPM (Charges).

    • BSMAdmin said Reply

      Hello Scott,
      Thank you for your suggestion of asking about Optical Point-of-Sale systems being used. We will be sure to consider including that question the next time we conduct an EHR/EPM systems survey. We appreciate your input, as it helps us to improve.

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