Report: Customer satisfaction with scheduling software varies by department

A survey by the research firm KLAS on customer satisfaction with staff scheduling software solutions has found significant differences of opinion among stakeholders, including finance, IT and nursing departments.

In the study, Staff Scheduling: Nurses Rock the Boat, KLAS nurses rated RES-Q Labor Resource Management and McKesson ANSOS One-Staff as top solutions, with Kronos Workforce Scheduler earning the lowest rating from that group. However, finance and human resources professionals rated Kronos a full 13 points higher on KLAS’ 100-point scale based on strong reporting capabilities and anticipated cost savings.

“Chief nursing officers want a staff scheduling solution that’s easy to manage and easy to use; chief information officers want strong integration and support; and chief financial officers want to improve the bottom line,” said Jared Peterson, KLAS vice president of operations and author of the staff scheduling report. “Those differing needs play to the strengths of different vendors, which often make the task of selecting a staff scheduling solution a very difficult one.

KLAS reported that while over the last three years there has been a significant increase in the number of sites live with staff scheduling, staff scheduling technology has still only penetrated 40 percent of the market. But, the report stated, “the pressure to adopt is mounting. The national economy, ever-slimming profit margins, and heavy labor costs are encouraging organizations to improve their use of resources through enhanced staff-scheduling automation.”

When combining all of the feedback across all hospital departments, RES-Q was the top-rated staff scheduling vendor, with a performance score of 86.5 out of 100. AtStaff was the next highest-rated product vendor (83.6) followed by McKesson (83.3).



Michael Bassett,

Contributor

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