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Cerner EHR Black Book report

by Oracle Cerner UK
Published on 17 January 2020

Cerner Corporation has been named best in Client Service and Technical Support by health IT market research organisation Black Book for the fourth year in a row. As Cerner supports clients through the next era of healthcare digitisation, this achievement signals our continued commitment to enhancing the client experience and meeting the needs of an evolving, complex industry.

“It’s an honour to be recognised once again for the high level of service we provide and a testament to the outstanding work our associates put into supporting our clients every day,” said Jody Buchman, senior vice president, Cerner Support Services. “While we celebrate this accomplishment, the hard work doesn’t stop here. We’re motivated to innovate further and deliver an even higher level of support that continues to put Cerner in a class of its own.”

Throughout 2019, Black Book surveyed nearly 2,500 validated electronic health record (EHR) users on their satisfaction with technical client service and support on more than 100 EHR systems. The users rated a variety of factors on a scale from one to 10, ranking Cerner first across all comprehensive hospital technology support services.

Cerner is the only EHR vendor to receive this recognition that offers comprehensive, multi-tier levels of support through experienced support staff and engineers to quickly resolve issues and create a better user experience. Cerner clients have access to a mission-critical support team 24-hours a day, 365 days a year.

“Healthcare software support is on the cusp of change and as health care technologies evolve and improve, they are reshaping the very nature of what is client services and tech support,” said Doug Brown, president of Black Book Research. “Companies like Cerner that invest in their technical support remain ahead of the curve and provide client partners a more effective service.”

An overwhelming number of respondents agreed that technical support should be forward-looking to offer solutions that bridge present and future to ensure support remains consistent. Leveraging its legacy of innovation, Cerner is seeking new ways to build on existing support and developing new solutions to shape the future of healthcare.

Last year, Cerner was named one of the top EHR vendors across the globe in Black Book’s, “2019 State of Global EHR & Healthcare IT Adoption” report.