What we do

What is End User Relations?

End User Relations (EUR) is a multi-faceted program dedicated to studying, understanding, measuring, reporting, and improving the end user community's satisfaction with and acceptance of AHLTA. The EUR team is dedicated to understanding your concerns and issues with AHLTA and will serve as your advocate. The EUR team is charged with facilitating communication between the end user community and the program leaders so that your satisfaction concerns and issues can be addressed.

The EUR team conducts quarterly scientific satisfaction studies using a web-enabled survey. In addition the EUR team conducts focus groups, interviews, and other ad hoc studies all dedicated to better understanding, measuring, reporting, and improving the end user community's satisfaction with and acceptance of AHLTA. The findings of all studies, analysis, and research are presented to Service leadership, program leaders, and at various conferences throughout the year. The EUR team has built and will maintain this site to provide a central resource, forum, and platform for the end AHLTA end user community.

What is the PIR?

The EUR studies and activities are a component of the larger congressionally mandated AHLTA Post Implementation Review (PIR) effort.

In essence, the PIR is a summation of the successes and challenges of the AHLTA program. The evaluation of success supports future decision-making, while the evaluation of challenges can be used to prevent recurrence of problems. Future deployments of AHLTA can benefit from this knowledge, with the potential to save time, decrease cost, improve system performance, and improve organizational processes. Your satisfaction, acceptance, and successful use of AHLTA is crutial for a positive PIR.

Why perform PIR?

Federal legislation, executive branch guidance, DoD policy, and Service-branch policy require the demonstration of results from information technology investments. Performance measurement is a vital tool in monitoring and managing investments in information technology. The PIR process entails collecting, reporting, and making recommendations on the cost, schedule, and performance of AHLTA.

How does user satisfaction fit into the PIR Process?

The PIR evaluates the general impact of AHLTA on the enterprise-level stakeholders as well as the end user community (providers, administrators, technicians, etc). Various tools gather user input, including surveys, interviews, and reports on system usage. Survey instruments concentrate on assessing the users' satisfaction AHLTA. In addition, by identifying the degree of user satisfaction, the survey also provides data on the strengths and weaknesses of the system from the users' point of view. The system's success therefore can be partially gauged by improvements in user satisfaction and acceptance as well as process improvements that result from user feedback.

The AHLTA End User Satisfaction Survey is designed to gather demographic and role-specific data on the users of AHLTA and their satisfaction with the system itself. The survey collects data on 12 satisfaction variables including:

• Ability to Help Reduce Duplicate Test Orders
• Access to Information
• Ease of Using the System
• Effects on Patient Interaction
• Medical Record Coding
• Productivity Impacts (After Training was Completed)
• System Alerts and Reminders
• System Availability
• System Speed
• Time Required to Document an Encounter
• Training Satisfaction
• Overall System Satisfaction

How does the EUR team relate to the AHLTA Program Office?

The Clinical Information Technology Program Office (CITPO) has contracted with Axiom Resource Management, Inc. to provide PIR reporting and EUR support. The EUR team is serving as an objective third party to measure, describe, and improve end user satisfaction. The EUR team is in no way responsible for the building or maintenance of AHLTA and does not use AHLTA. EUR supports the user community and facilitates communication between the AHLTA end users and CITPO. The EUR team strives to better understand your concerns and issues with AHLTA and communicate those concerns and issues to the right people so that you can be heard. The web site is but one step to meeting your objectives. The End User Relations team is contracted through CITPO but empowered to work for you.