Member Customer Satisfaction Study on Electronic Health Records Technologies

Member Customer Satisfaction Study on Electronic Health Records Technologies
American Society of Ophthalmic Administrators logo on a green background


The mission of the American Society of Ophthalmic Administrators (ASOA), a division of the American Society of Cataract and Refractive Surgery (ASCRS), is to advance the skills and professionalism of ophthalmic practice management. The 2011 Medicare Electronic Health Records (EHR) incentive program provides payments to healthcare providers who demonstrate “meaningful use” of EHR technology, and it eventually will penalize physicians who do not. ASOA realized the opportunity to deliver a tangible and meaningful member benefit by conducting an objective, professional study on members’ experiences and satisfaction related to EHR systems.

ASOA retained McKinley to develop a comprehensive electronic survey that captured members’ and users’ perceptions of EHR systems and their vendors, as well as data related to key issues such as training, budgeting for updates and compliance with meaningful use requirements.


The resulting White Paper report was presented at ASCRS-ASOA 2013 Annual Meeting and is now available for purchase. Members have reported that they find it extremely valuable. ASOA is pleased with the report’s return on investment based on sales and is planning to repeat the study in 2014.

“Our organization needed to do a member customer satisfaction survey on a topic that is very complicated. The McKinley team met with our team and was able to very quickly assimilate the information and demonstrate an understanding of the subject matter. This resulted in the first draft of the survey instrument being pretty much on target thus saving numerous iterations. The McKinley team demonstrated outstanding professionalism and customer service. I would highly recommend them or any project.”
Laureen Rowland, CAE
Executive Director