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Rinne ST, Molloy-Paolillo BK, Helfrich CD. EHR User Experience Survey Spring 2024: Briefing before the Under Secretary of Health (USH) and other national VA executives from the Electronic Health Record Modernization Integration Office and Office of Health Informatics; 2024 May 8; Virtual.
In partnership with the Office of Clinical Informatics, EMPIRIC QUERI conducted several briefings with the USH and other VA national leaders in May 2024 to communicate findings from the EHR User Experience (EUX) Survey. The EUX survey revealed modest positive shifts in user experience relative to prior years. While overall user experience remains poor, there were slight improvements in satisfaction. VA user experience with the Federal EHR still lags behind non-Federal systems that are represented by the KLAS Arch Collaborative (a network of healthcare systems that complete similar user experience surveys). The EUX survey highlighted the need for technical performance, as ongoing issues with system glitches and downtime persist. Despite some progress, these technical improvements have not translated into a significantly better user experience. Communication remains a bright spot, with users reporting good awareness of EHR-related issues and the rationale behind the VA's transition to a new system. Ultimately, the 2024 EUX Survey indicates some progress but underscores significant challenges ahead in improving the user experience with the Federal EHR system. While overall user experience remains poor, there were slight improvements in satisfaction. VA user experience with the Federal EHR still lags behind non-Federal systems that are represented by the KLAS Arch Collaborative (a network of healthcare systems that complete similar user experience surveys). The EUX survey highlighted the need for technical performance, as ongoing issues with system glitches and downtime persist. Despite some progress, these technical improvements have not translated into a significantly better user experience. Communication remains a bright spot, with users reporting good awareness of EHR-related issues and the rationale behind the VA's transition to a new system. Ultimately, the 2024 EUX Survey indicates some progress but underscores significant challenges ahead in improving the user experience with the Federal EHR system.
