Implementation Manager (IM) Specialist CHTS Practice Test

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Which of the following criteria is NOT used to calculate the KLAS overall score for EHRs?

Quality of training
Quality of phone/web support
Overall satisfaction
Number of customers

The correct answer is: Number of customers

The KLAS overall score for EHRs is determined based on various criteria that reflect the experiences and satisfaction of healthcare providers with the software. Among these, the quality of training, the quality of phone and web support, and overall satisfaction are all essential components that directly relate to how effectively an EHR system meets user needs. Quality of training assesses how well the provider equips users to effectively utilize the system, impacting their overall experience. Quality of phone and web support evaluates the responsiveness and helpfulness of the support offered when users encounter issues, which is crucial for maintaining smooth operations. Overall satisfaction measures the general contentment of users with the EHR system, encompassing their entire experience. On the other hand, the number of customers is not a direct measure of the EHR's quality or user satisfaction. While a larger customer base may indicate market acceptance, it does not intrinsically reflect how well the EHR performs from the perspective of its users. Thus, it does not contribute to calculating the KLAS overall score, making it the correct choice for this question.