25 questions to ask EHR vendors (free checklist)

Choosing the right electronic health record (EHR) system impacts the long-term success of your practice. It’s not just about digitizing your entire operations — it’s also about offering excellent patient experiences while making it easier to manage your practice’s operations. That’s why you need to ask potential EHR vendors the right questions. 

In this guide, we’ve compiled a list of questions to ask your EHR candidates categorized by vendor selection criteria to help you make an informed decision.

Before we move right into the vendor selection checklist, let’s explore why selecting the right EHR matters in the first place.

Initially, EHRs were used only within academic inpatient and outpatient settings — and most of them were built on mainframe computers with limited storage. Even though they were better than traditional paper records, physicians were reluctant to use them.

The United States government introduced several incentives to increase EHR adoption in the early 2000s. By 2020, nearly 90% of hospitals and 75% of office-based physicians in the United States had adopted a basic EHR system. Even though doing so has opened doors for better patient care, efficiency, and collaboration, providers are still unsatisfied.

Tebra’s recent survey discovered that current EHR systems simply do not meet expectations, forcing many providers to switch vendors. That’s why it’s important to critically evaluate vendors before signing a long-term contract.

The right EHR solution can have a massive impact on your operations and bottom line. From how you interact with and service patients and to how you manage internal operations, your EHR has far-reaching consequences.

A recent Tebra survey found that 32% of providers would not recommend their current EHR vendor. Some of the reasons include:

These issues are pushing providers to switch solutions. In fact, cost savings, enhanced functionality, and better user experience are the top reasons why providers would change EHR vendors.

Finding the right EHR vendor means you don’t have to worry about wrangling a new solution daily. You don’t have to worry about the EHR fitting into your daily operations, as it should also be customizable to your needs. That’s why it’s critical to evaluate every EHR vendor through a practice-specific lens.

When you’re seeking a new EHR vendor, consider these factors:

As your practice grows and evolves, your EHR should be able to adapt along with it. However, Tebra’s survey found that 66% of providers struggle with EHR customization. Choose a system that scales with your needs and offers robust customization support, whether from the vendor or from outsourced experts.

It’s also important to consider your specialty or specialties when selecting an EHR. Select a system that either caters to your specialty or provides customization options to ensure it meets your specific requirements. This approach promotes user adoption and overall practice efficiency. 

Tebra’s survey reveals that nearly half of providers find their EHRs are challenging to use, with 44% reporting difficult navigation and 43% citing poor interface design. An EHR that's hard to interact with undermines its very purpose.

Your EHR should be intuitive enough for your team to use with minimal training, supported by accessible self-serve resources. Otherwise, staff may resort to manual data entry, further complicating your workflow. Opt for an EHR with a user-friendly interface, clear navigation, and intuitive visual cues.

As your practice handles sensitive patient data, the EHR needs to comply with the following regulations:

That said, don’t be lulled into a false sense of security even if your vendor is certified. EHRs have been hacked, resulting in leaked patient data and information. Security begins right at home — your independent practice, so make sure you have well-trained staff and a secure internal system. If you don’t, ask your EHR vendor if they offer training sessions to bridge this gap.

MIPS is a value-based reimbursement program that rewards or penalizes eligible clinicians based on their care quality, cost, and efficiency. EHR systems typically help with MIPS reporting and performance tracking.

MIPS reporting includes 4 pillars:

Ultimately, choose an EHR vendor that offers robust MIPS reporting capabilities, which will allow you to improve your MIPS scores.

Only a shocking 6% of providers are fully satisfied with their EHR vendor’s support, as our recent survey reveals. Given the complexities of implementing and using EHRs, robust support should be a huge factor in your vendor selection.

When evaluating vendor support, consider these key points:

Now that you know what key factors to consider, let’s explore what you need to ask potential EHR vendors.

These questions let you gauge if your vendor understands the nuances of your practice’s operations and if their product can cater to it. A generic or unclear response may indicate a lack of understanding or flexibility.

This question helps you assess the vendor’s experience and industry track record. A company with a longer history may have more expertise and a stable product, but may also be slower to innovate than a newer company.

This question gives you insight into the vendor’s resource allocation and priorities. A well-staffed product team suggests ongoing innovation, while a robust support team indicates a commitment to customer success. Both are important for a high-quality, reliable experience.

This question helps you evaluate the vendor’s financial health and capacity for ongoing product improvement and support. For public companies, conduct independent research into their profitability and market performance. However, for private companies, financial data may be less accessible.

Consider additional factors to gauge vendor stability: delivery method (on-premise solutions are less susceptible to service disruptions than cloud-based ones), uptime rates, improvement frequency, industry reputation, client retention rates, and integrations that indicate strong industry partnerships.

This question helps uncover potential risks associated with the vendor, such as product failures or customer disputes. However, keep in mind that a clean litigation record doesn’t guarantee a problem-free history. Many issues, including data breaches, often go unreported or are settled privately. Ask follow-up questions about their protocols and responses. Their approach to addressing and preventing issues will reveal more than their legal history alone.

A modular design allows you to select and pay for only the features you need. This approach ensures flexibility as your practice evolves. Prioritize vendors that offer customizable packages or component-based solutions that align with your needs.

Look for features that directly address your practice’s pain points and support your patient care objectives. For example, if your patients keep missing their appointments and you’re looking for a digital solution to prevent that, ask your vendor if they have a calendar integration and an appointment scheduling feature.

Regulatory compliance is critical if your practice wants to avoid hefty fines. Seek vendors who commit to this through features like data encryption, access controls, and audit trails.

Seamless integration with your existing systems is crucial for efficiency. Without it, you’ll duplicate records and waste time with manual data transfer. Prioritize EHRs that offer smooth integration to save time, reduce errors, and improve overall efficiency.

Different medical specialties have unique workflows, templates, and data requirements. An EHR that caters to these nuances can significantly enhance your practice’s efficiency. While it’s important to choose a vendor that has experience in your specialty, like Tebra which caters to various specialties such as acupuncture, neurology, and pediatrics, it’s also critical to maintain flexibility in your processes. You may have to adjust your workflows to leverage the EHR’s full capabilities.

Implementation usually takes anywhere between 60 and 180 days, depending on your practice size. The vendor’s answer will reveal their efficiency and resource allocation. Ask about a detailed timeline as well.

Many EHR vendors provide on-site and remote training sessions. Consider your team’s capacity and preferences when choosing between these options. You might benefit from a combination of both depending on the system complexity and how your staff learn.

Look for vendors that offer flexible options like role-based training, self-paced learning, and ongoing support. A customizable training program ensures all staff members, regardless of their learning style or role, can effectively use the EHR.

For practices transitioning from another EHR, this question is crucial. Ask the vendor about their migration process and their successful migration rate. Discuss how they handle potential data compatibility issues.

EHR implementation is a long-term process, so ensure that you have easy access to robust support. Ask whether dedicated account managers are provided. Also check what post-implementation resources are available for troubleshooting, including during or after system updates.

Unless your vendor is committed to continuous and fast product improvement, it’s unlikely you’ll see a long-term improvement in the product. That means you’ll be stuck with random software issues, a lack of data security, and compliance issues over time.

Importantly, clarify the cost structure for these updates. Many EHR vendors rely on update subscriptions for revenue, so determine if these are included in your base pricing or require additional fees. Understanding the update process and associated costs helps you assess the long-term value and budgetary impact of the EHR system. Opt for a vendor with a transparent, regular update schedule and clear pricing model. 

As you use the product, you may have new requests, or your practice’s needs may evolve. A good EHR vendor will have a public roadmap or feature feedback process. Ask about their processes and policies regarding these requests.

Frequent downtime or security issues can disrupt your operations. Ask your vendor about their disaster recovery plans, incident response times, and uptime guarantee. They should have clear service-level agreements (SLAs) for this purpose.

Understanding the pricing model is crucial for budgeting and scalability. Per-practitioner pricing often suits smaller practices, while larger ones may benefit from flat-fee packages. Consider your current practice size and any growth projections as you evaluate costs. 

The EHR’s upfront price is just part of the total cost of ownership. Request a clear breakdown of all expenses, including initial setup, ongoing support, account management, and customization. This can help you budget and avoid unexpected costs.

While core integrations like practice management should be built in, other functionalities might incur additional fees. Discuss all potential add-ons and their costs as you evaluate vendors to prevent surprises later.

Your vendor should have a clear privacy policy and a dedicated security team. Ask them how they secure data and adhere to current regulatory requirements. You could also ask for certifications to verify commitment.

Data loss can occur due to system failures, cyberattacks, or natural disasters. A reliable EHR vendor should have a comprehensive backup and disaster recovery plan. Inquire about their backup frequency and processes, data storage locations, and segregation practices. Ask about recovery time objectives (RTO) and protocols. It’s crucial to understand how comprehensive their recovery tests are — do they just check data integrity, or do they simulate full system restoration? The latter is crucial in cases of system-wide corruption.  Also, clarify how they store your data and whether it’s commingled with that of other clients. This significantly impacts data validity post incident.

Request references from the vendor, specifically from practices similar to yours in size, specialty, and location. Speak with these references to verify their satisfaction and the benefits they’ve gained. To ensure authenticity, cross-check the reference's address using Google Street View and contact them through their public main number. This thorough verification process will help you validate the vendor’s claims and make a confident decision.

If you can’t get access to references, at least review existing case studies and testimonials from relevant providers. Pay close attention to the practice’s challenges and outcomes and gauge the potential value of the EHR solution.

Selecting the right EHR vendor is crucial for your practice’s long-term success and reputation. When evaluating vendors, take a comprehensive approach that goes beyond just product features. Consider factors such as the total cost of ownership, support quality, and robust data security measures. We also recommend having a backup plan to export and save data easily and securely. To facilitate your vendor evaluation process, Tebra offers an EHR selection and implementation guide. It’ll give you an in-depth overview of current EHR challenges, vendor evaluation strategies, and checklists to streamline your decision-making process. Download the guide to navigate your EHR selection journey with confidence and ease.