By - Front-end EHR speech recognition customers are highly satisfied across the board and respondents said these tools are found to be worth the investment, according to a recent KLAS Performance Report.
Clinician burnout runs rampant throughout the healthcare industry. According to the American Medical Association, the burnout rate for physicians is about 44 percent, which is much higher than other professions.
Front-end speech recognition vendors aim to lessen EHR documentation burden and reduce clinician burnout by implementing transcription services, ambient speech, and virtual scribes into the EHR.
The KLAS report reviewed insights from customers of three main front-end EHR speech recognition providers: 3M (MModal), Dolbey, and Nuance.
As noted, customer satisfaction is high with the three vendors. All three scored between an 89.2 and a 93.1 on a 100-point overall scale, with Dolbey leading the way.
Respondents described positive usability, engaged support, price, integration, and functionality as vendor strengths. However, some respondents said the vendors could improve their development road map and some functionality gaps.
Also, all three vendors scored between a 7.6 and an 8.4 on a nine-point scale on both delivery of new technology and integration.
Respondents said improved usability and new products were key reasons to their satisfaction with both Nuance and Dolbey.
Nuance recently introduced its Dragon Medical One product and its customers rated it five points higher than its old product, Dragon Medical NE.
“We continue to be really excited to work with Nuance,” an anonymous director said to KLAS. “Nuance is looking ahead to the future.”
Nuance customers noted strong usability and faster speed-to-value with the newer product. The respondents also indicated improved customer service and communication, which was previously a major drawback.
But although Nuance communicates to its customers its new ideas and innovations, respondents reported a lack of delivery of those ideas. Respondents said promised technology and delayed realization of value does not occur due to slower implementation and weakened training.
On the other hand, customers said the vendor has strong EHR vendor relationships that sit well and make life easier for its clients.
“They are looking in the direction of where healthcare is headed and trying to get there before everybody else,” the director continued. “It is exciting to partner with them and do things with them… When we started out with the product, we weren’t sure how to use it. If we had set it up correctly the first time, the whole process would have been easier.”
With regards to Dolbey Fusion SpeechEMR, the vendor’s mostly midsize organization customers are optimistic about the vendor’s ease of use improvements. Dolbey customers also noted an improved customer experience with direct access to Dolbey specialists.
However, respondents said they would like more information about Dolbey’s future plans and road map during implementation.
Dolbey recently introduced a new cloud-based product that’s garnering positive feedback and customers are looking forward to its optimization.
“Whenever I run into a problem with creating shortcuts or knowing what to do, Dolbey’s customer service team is excellent about arranging times to call me and either fix shortcuts or help me create shortcuts that I couldn’t figure out how to create on my own,” said an anonymous quality director. “I know exactly who I would reach out to at Dolbey if I had a problem.”
3M clients said the vendor delivers new technology and scalability to its customers.
They said 3M provides strong training, adoption, and account management. Additionally, they said it keeps its promises and is a strong developer.
From an integration standpoint, the vendor has high integration with both Epic and Cerner and is rated high across the board in that realm.
“3M (MModal) gives us a really good service,” an anonymous analyst said. “The system does its job, and that is why providers sign up for it more than any of our other services or products.”
“I see MModal Fluency Direct as the future of our enterprise. It is the technology that is going to really help patients spend less time in the hospital and help providers get documentation done faster because it gets done in real time.”
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June 12, 2020 at 12:25AM
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Clients Say to Invest in Front-End EHR Speech Recognition - EHRIntelligence.com
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