Practice management tools fail to provide consistent experience in all practice sizes, KLAS report says

When it comes to practice management tools, satisfaction and success can vary depending on the size of your practice as vendors are struggling to provide a consistent experience across the spectrum, according to the KLAS 2017 Practice Management Report. This is causing them to lose customers.

When it comes to large practices, the report said it's Epic which has gained their trust, consistently delivering a "stable, highly functional system backed by the support that customers need to be successful." Providers said it's worth the monetary investment, and reported little "nickel-and-diming." KLAS said provider satisfaction is consistently very high, with minimal negative experiences or shortcomings.

However, responses from a limited sample of mid-size groups said they struggle to learn the system due to its complexity.

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"A small number appreciate the solution's robust features, as do most large practices," the report said.

Cerner had the lowest number of satisfied customers, and its overall score dropped. Major gripes about the Cerner tool included increased days in A/R, inaccurate reporting, "nickel and diming" and having to create workarounds due to gaps in functionality. Also, staffing shortages have resulted in delayed and difficult implementations, and support staff isn't knowledgeable enough. "Almost two-thirds of interviewed customers say that Cerner does not keep their promises to improve the system or develop the needed functionality," KLAS said.

The report said consumers applauded NextGen Healthcare's PM tool as stable and easy to use, and despite mixed reviews in the past on their support and relationships, large practice customers(more than 75 physicians) reported better support and communication about NextGen's vision for the future, as well as closer executive involvement.

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However, some clients said they wanted better reporting capabilities, and the absence of a "strong" EMR solution is causing some to look for other solutions.

Named 2017's Best In KLAS PM system for practices with 11-75 physicians across the board, athenahealth clients have said the tool is worth the price tag because it allows optimization of revenue cycle operations. However, KLAS said many large practices are becoming less satisfied. About a quarter plan to leave, many due to a lack of customization for complex billing needs. Specialty practices have also complained about a lack of customization. Large practices also cited inconsistency in the quality of support, and dwindling involvement from their account executives, the KLAS report said.

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Finally, the KLAS called GE Healthcare's PM tool mature and stable, saying users describe it as "highly functional" for the needs of larger practices."

However, roughly one-third of larger customers are leaving, largely because of the system's lack of true clinical integration. "While GE Healthcare claims the system is integrated with the EMR, customers say the systems are interfaced rather than truly integrated," the report said.

Twitter: @BethJSanborn