One year after its merger with Misys, Chicago-based Allscripts is at a crossroads, facing declining customer satisfaction in key areas while still maintaining its position as the most-considered vendor in outpatient EMR purchases, according to a new report from KLAS (Orem, Utah).
The report, Allscripts: The Merger, the Upgrade and What it Means Today, reflects the opinions of 200 customers who are using the company’s EMR or practice management (PM) solutions, focusing particularly on those who have adopted the latest version, v.11, of the Allscripts Enterprise EHR.
According to KLAS’ findings, “the premature release of version 11 has generated major challenges for nearly every Enterprise client,” as “there is still a significant gap between the customer satisfaction of version 10 clients and those who have deployed version 11.” However, despite the challenges, some v.11 clients are recognizing positive benefits, including greater stability and improved workflow and efficiency, it says, noting that 100 percent of the v.11 customers surveyed are connecting directly to retail pharmacies.
KLAS also found that the Allscripts-Misys merger has also contributed to some of the customer satisfaction issues, with a common perception being that Allscripts had to shift its technical and support resources to work on cementing the merger, migrating existing Misys clients to Allscripts solutions, and addressing a host of issues with Enterprise v.11, leaving many clients frustrated, it says. Despite this, 85 percent of Misys EMR users who plan to replace their EMR intend to purchase the Allscripts Professional EHR.
To learn more about Allscripts and the ambulatory EMR market, visit www.KLASresearch.com/reports.
