The hidden costs of an unreliable EHR

Why cheaper isn’t always better

At first glance, a lower-cost Electronic Health Record (EHR) system might seem like a great way to save money. But what happens when that system requires frequent manual maintenance, unexpected downtime for upgrades, outdated software, or additional IT resources just to stay operational? The true cost of an unreliable EHR isn’t just in the amount you pay per month in subscription fees. It’s the operational, financial, and clinical consequences that quickly add up when your current EHR doesn’t meet your needs or live up to its promise.

Here are eight ways an unreliable, outdated, or basic EHR system can end up costing you more money and more headache — and how athenaOne’s EHR can help you avoid them.

1. The high cost of EHR maintenance and staying up-to-date

Many low-cost EHRs shift the burden of maintenance, updates, and technical troubleshooting onto the clinician. Instead of seamless, automatic updates, physicians or office staff may need to handle patches, fixes, or data migrations themselves — taking time away from patients and introducing potential errors. Some EHRs require scheduled downtime for upgrades, meaning practice operations must halt while systems come back online.

Practices that try to work around these limitations often delay software updates, missing out on critical new features (including AI-powered automations), security enhancements, and workflow improvements. For providers lacking in-house IT support, maintaining a low-cost EHR often means hiring additional staff or outside consultants, turning what seemed like a cost-saving decision into a financial drain.

2. Sluggish performance: When seconds turn into hours

Even if an EHR isn’t crashing, slow system performance can dramatically impact efficiency. If a provider loses just 10 minutes per hour due to lagging order entries, slow-loading patient records, or unresponsive interfaces, that adds up to over an hour of lost productivity each day — time that could have been spent with patients.

Staff frustration rises as workflows become slower and more tedious and you may find yourself entering notes and closing encounters during pajama time, contributing to burnout and lower job satisfaction. A system that’s inexpensive upfront but slows down day-to-day operations can ultimately result in fewer patients seen, wasted payroll dollars, and growing dissatisfaction among staff.

3. Data integrity issues: The cost of errors and lost information

A reliable EHR protects data accuracy, while an unreliable one can introduce serious risks. Missing patient history, lost test results, or duplicate records can lead to an incomplete picture of a patient’s health at best, to compromised care and medical errors at worst. Poor interoperability can further compound these issues. If an EHR cannot efficiently exchange data with labs, pharmacies, or other healthcare providers – and surface that information in the correct patient record, where and when you need it – it results in delays, incomplete information, and administrative inefficiencies.

Inconsistent or incorrect medical documentation can also put a practice at risk of compliance violations, leading to failed audits, denied insurance claims, and potential legal repercussions. The financial and reputational damage of unreliable data management often far outweighs the initial savings of choosing a low-cost EHR.

A higher-quality, reliable EHR is not an expense—it’s an investment in operational efficiency, financial stability, and quality patient care. When evaluating EHR systems, prioritize value over price to avoid the long-term financial drain of an unreliable system. 

4. Poor usability: More clicks, less care

A low-cost EHR might save money upfront, but if it sacrifices usability, it will cost more in lost efficiency over time. Poorly designed interfaces requiring excessive clicks, confusing navigation, or limited workflow templates or configurability slow down clinicians and lead to longer encounter closure rates, more after hours documentation time, and wasted minutes looking for information that should be where you need it.

Longer training times for new staff to learn a non-intuitive EHR create additional delays, while slow and cumbersome workflows can reduce the number of patients seen each day. When physicians spend more time clicking through unnecessary screens than engaging with patients, both satisfaction and efficiency suffer.

5. Cybersecurity risks: The high price of a data breach

A low-cost EHR may have another hidden cost: lower-level security protections needed to safeguard sensitive patient data. If your vendor doesn’t automatically update your EHR to keep up with cybersecurity changes, or you don’t install updates right away when your vendor makes them available, you may leave yourself vulnerable to ransomware attacks, data breaches, and HIPAA violations.

A compromised system can lead to days or even weeks of operational downtime, during which patient records are inaccessible, appointments must be rescheduled, and revenue is lost. Fines for HIPAA non-compliance can reach millions, and the reputational damage of a security breach can drive patients away. The upfront savings of a budget EHR can be quickly overshadowed by the financial and legal consequences of inadequate data protection as attacks get even more sophisticated.

6. Poor vendor support: You’re on your own

Many budget-friendly EHR vendors cut costs by offering minimal customer support, leaving practices to troubleshoot issues on their own. When system outages or technical glitches occur, providers may be stuck waiting hours—or even days—for a resolution, leading to inefficiencies and lost revenue.

Vendor support has another meaning as well: can you count on your EHR vendor to support you not just with your software, but with your practice goals, revenue cycle management best practices, and value-based care success? If support you can count on, from troubleshooting technology to trusted partnership in your practice’s operations, is important to you, there is value in ensuring your software and your support is there when you need it.

7. Add-ons: Paying more for essential features

Some EHR vendors advertise a low base price but require costly add-ons for features that should be standard. Thinking you have full functionality only to discover later that what you need isn’t available unless you pay more can lead to gaps in reliability and efficiency, forcing staff to rely on inefficient workarounds or settle for a solution that doesn’t meet their needs. These could include:

• Missing critical features – Some EHR systems lack e-prescribing, advanced reporting, or patient messaging, requiring separate software to fill these gaps.
• System instability – Third-party add-ons may not fully integrate, causing data inconsistencies, inefficiencies, and frustrating workarounds.
• Rising maintenance costs – Piecing together multiple add-ons can increase IT complexity and the likelihood of system failures, creating hidden expenses over time.

Practices expecting a complete solution may find themselves paying far more than expected to get the functionality they need. A low-cost EHR that lacks built-in reliability and seamless integration of the functionality you need with patient records, medical billing and patient engagement often results in higher long-term costs and operational inefficiencies.

8. Future-proofing: Choosing a vendor that will grow with you

The pace of change in the healthcare IT space is rapidly accelerating – especially with AI-powered tools that are lessening the administrative load on practices. Choosing a low-cost, unreliable EHR can mean getting stuck with outdated technology, minimal upgrades, limited long-term support – and missing the boat when it comes to innovations that are saving time and improving care. Future-proofing your practice means selecting an EHR vendor with a proven track record of ongoing investment in innovation.

A stable, well-supported EHR offers regular enhancements, keeps pace with regulatory and technological changes, and provides access to a robust marketplace of developers building new capabilities on its network. Investing in a platform that fosters long-term innovation ensures your technology remains an asset rather than an obstacle you have to overcome down the road.

Reliability equals value for EHR systems

An unreliable, low-cost EHR may seem like a bargain, but the hidden costs of downtime, inefficiencies, errors, security risks, and poor support far outweigh the upfront savings. What may seem like a cost-saving measure initially can lead to lost revenue, staff frustration, and compliance headaches down the road.

A higher-quality, reliable EHR is not an expense—it’s an investment in operational efficiency, financial stability, and quality patient care. When evaluating EHR systems, prioritize value over price to avoid the long-term financial drain of an unreliable system.

What to look for in a reliable EHR

• Fully managed, automatic updates – Avoid systems that require manual maintenance and frequent offline upgrades.
• Proven uptime and performance – Reliability should be a top priority.
• Fast and efficient workflows – Ensure the system is optimized for usability and speed.
• Interoperability and data integrity – Your EHR should seamlessly integrate with other healthcare systems.
• Strong security measures – Robust data protection is non-negotiable.
• Dedicated vendor support – A responsive support team ensures quick issue resolution.

Experience it all with athenaOne’s EHR

If your current system isn’t meeting your needs, it may be time to explore a more reliable, efficient, and cost-effective solution like athenaOne’s cloud-based EHR. With an intuitive design and real-time access to up-to-date information, our system simplifies documentation, enhances communication, and reduces administrative burdens. But athenaOne is much more than an EHR, it's an all-in-one solution that integrates revenue cycle management and patient engagement tools to help you improve operations and eliminate the hassle of maintaining separate systems.

Our secure infrastructure protects patient data, and customizable features provide a tailored experience to fit your practice’s needs. We guarantee a 99.95% uptime for dependable performance, allowing you to experience seamless interoperability, backed by a suite of services, AI-driven features, a team of specialists dedicated to your success, and the power of the nationwide network.

Ready for a platform that truly supports your practice?

Discover the athenaOne difference, so you can focus on delivering the best care possible. We’d love to show you around. Reach out and we’ll schedule a call.