Healthcare News & Insights

Certified EHR doesn’t do what it’s supposed to? How to file a complaint

In order to meet meaningful use requirements and receive federal incentive payments, healthcare providers must choose certified electronic health record (EHR) software. But what happens if an EHR system can’t do everything it’s been certified to do? 

The Office of the National Coordinator for Health IT (ONC) recently offered instructions for organizations that have questions about their certified EHR software.

In a blog post, the ONC noted that the agency has a set of certification criteria designed to make sure software meets the needs of providers and patients and allows organization to qualify for incentive payments — however, the agency still receives many comments from organizations complaining that a system doesn’t perform all of the functions that are required for certification.

The ONC shared the best way for organizations to submit that type of complaint:

The first step is to send a comment to the ONC at The comment will then be forwarded to the ONC-Authorized Testing and Certification Body (ONC-ATCB) that certified the software in question.

The ONC-ATCB will work with the software vendor to determine if the EHR system can meet the certification requirements, or if some type of error was made. If the system does have the functionality to meet the requirement, the organization that submitted the concern will be notified — otherwise, the software will go through the certification process again for that particular requirement.

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