Praxisverwaltungssysteme: Deutschlandweite Ergebnisse zu Usability, Nutzerzufriedenheit und Wechselbereitschaft aus 10.245 Bewertungen

Background: Practice management systems (PMS) are essential for the documentation and billing of outpatient medical and psychotherapeutic services. They are also the medium for implementing the telematics infrastructure (TI) and the subsequent digitalization of medical care. The functionality of these systems significantly influences professional practice and satisfaction. However, it has previously been challenging to objectively identify practice management systems with good user orientation. This study examines whether usability and satisfaction can be measured validly and reliably, how the practice management systems are rated, and which influencing factors exist. Method: Physicians, psychotherapists, and employed staff in practices across Germany were surveyed in a cross-sectional online survey. Using 10,245 ratings, the validity and reliability of the System Usability Scale (SUS) and the Net Promoter Score (NPS) were examined. In regression analyses, SUS/NPS and willingness to switch were predicted by personal/practice-related factors and practice management systems error situations. Results: SUS and NPS are suitable measurement tools for assessing usability and user satisfaction of practice management systems. There are significant differences between practice management systems. PMS error situations and their frequencies are strongly negatively correlated with SUS/NPS and positively correlated with the willingness to switch. Conclusion: The results highlight the importance of user-friendly, satisfactory practice management systems. Widely used practice management systems often receive markedly negative ratings. The correlation of SUS/NPS and willingness to switch with PMS error frequency indicates a lack of standardization, emphasizing the need both for continuous improvements and their measurement. Promoting a switch to more user-friendly PMS should be considered.