EHRs have long been heralded as the cornerstone of modern healthcare technology—essential for documentation, coordination, and compliance. Yet for many clinicians, the EHR experience remains more frustrating than freeing. Despite ongoing investment from many EHR vendors, the promise of streamlined care often remains just that—a promise.
As we move through 2025, amid the surge of new technologies and tools, it is vital for healthcare organizations to optimize their EHRs, including current workflows and applications.
Why Optimization Matters More Than Ever
Healthcare organizations are investing in their EHRs to enhance care delivery, lighten clinicians’ documentation loads, improve outcomes, and keep pace with regulatory requirements. But operational complexity and administrative burden often get in the way, leaving clinicians overworked and underwhelmed by the tools intended to support them.
This isn’t just a nuisance—it’s a warning sign. The KLAS Arch Collaborative measures clinicians’ satisfaction with their EHRs, and feedback shows that 67% of 52,905 interviewed physicians and 45% of 123,734 nurses don’t feel their EHR helps them be efficient. For nurses, improving documentation workflows has become the most common request. For physicians, it consistently ranks in the top three. Optimization allows organizations to enhance the systems, workflows, and practices they already have in place to build efficiencies, hopefully leading to higher clinician satisfaction, without needing to buy an entirely new EHR.
A Shift Toward Strategic Partnerships
To close the gap between EHR potential and everyday experience, many organizations are turning to clinical optimization service firms. These firms offer a range of support, from workflow redesign to training and system enhancements. The growth in these engagements has been steady—up more than 110% from 2018 to 2024, based on KLAS-validated project data.
Recently, KLAS published a report on these clinical optimization services firms, focusing on customer experiences with their firms. Overall, data shows that clients across the board are generally happy with their firms—notably, Nordic and Chartis are the only fully measured firms in the report with no dissatisfied interviewed clients. Still, among almost all firms, dissatisfied clients are the outliers. (Read the report for more detailed information on the measured firms in the space.) Yet, among feedback, trends emerged on what organizations and firms can do to build effective engagements with the most chance of success.
Four Questions to Ask Before You Start
No two EHR optimization projects are alike. Whether you’re tackling inefficiencies in ambulatory care workflows, enhancing your lab system, or training staff on new features, success hinges on alignment between your internal needs and your partner’s strengths.
Here are four questions every healthcare leader should ask when evaluating a clinical optimization partner:
- What platform expertise do they bring?
EHR optimization isn’t one-size-fits-all. Optimizing different systems—like those from Epic, MEDITECH, Oracle Health, eClinicalWorks, and others—require different skill sets. Make sure the firm has validated experience with your platform. - Do they understand your clinical focus?
Are you optimizing inpatient workflows, outpatient clinics, or ancillary systems like pharmacy or the OR? Each demands a different lens and approach. - What type of work are you looking for?
Do you need application enhancements? Workflow assessments? Training? Effective firms can do it all—but some excel more in one area than another. - What’s their mode of delivery?
Many firms now offer both in-person and virtual models, and the choice between the two is often a cost consideration. While in-person engagement has historically led to slightly higher satisfaction, virtual delivery can still succeed with the right structure and communication rhythm in place.
Check out the report for validated information on what specific expertise and services the firms brought for the interviewed clients to help you figure out what services firm might be the best fit for you.
Pitfalls to Avoid
Even in a high-performing market, missteps happen. Based on feedback, several common pitfalls can derail EHR optimization projects:
- Unclear expectations: Disappointment often stems from misalignment early on. Define clinical, operational, and financial outcomes up front.
- Weak communication: Projects where the partner is reactive rather than proactive tend to breed frustration. Regular touchpoints and clear escalation paths are essential.
- Staff turnover: While consultant changes aren’t always bad, they can interrupt continuity. Firms should have contingency plans and robust documentation to ensure smooth transitions.
- Cookie-cutter approaches: The most successful projects are co-created. Don’t settle for a generic playbook. Look for a partner who is willing to tailor their strategy to your unique environment.
Final Thoughts
EHRs are no longer just data repositories. At their best, they’re clinical engines—driving safety, efficiency, and satisfaction. But getting to that point takes more than software. It takes strategy, partnership, and the willingness to evolve. Professional services firms with a wealth of expertise help ensure that improvement initiatives are successful, assisting with everything from organizational change management and stakeholder alignment to clinician empowerment and application enhancements. Read more about the performance of different firms and the client experiences with those firms in this space in the report. We’re excited to continue monitoring this space to help organizations best utilize their EHRs and clinical software.
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