Disrupted and Restored Patient Experience With Transition to New Electronic Health Record System.

Area of Science:

• Health Informatics
• Patient Experience Research
• Healthcare Management

Background:

• Electronic Health Record (EHR) system transitions are highly disruptive in healthcare.
• Limited research exists on the impact of EHR transitions on inpatient patient experience.

Purpose of the Study:

• To assess the impact of an EHR system transition on patient experience.
• To evaluate changes in patient experience using Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) measures.

Main Methods:

• An interrupted time series study design was employed.
• Data were collected from a Midwest healthcare system between 2017 and 2018.
• Quarter-specific changes in patient experience scores were analyzed post-EHR implementation.

Main Results:

• The first quarter post-implementation showed significant decreases in Communication with Nurses, Responsiveness of Hospital Staff, Care Transition, and likelihood to Recommend the Hospital.
• No significant changes were observed in the subsequent three quarters.
• Patient experience scores reverted to baseline levels within two quarters post-transition.

Conclusions:

• EHR transitions can cause a temporary decline in patient experience.
• The negative impact on patient experience appears to be short-lived.
• Healthcare systems should anticipate and manage short-term patient experience disruptions during EHR implementations.