Electronic Health Record Modernization: VA Needs to Address Change Management Challenges, User Satisfaction, and System Issues

Veterans Affairs is in the process of replacing its IT system used to maintain veterans’ health records—and has deployed its new system to a few locations.

We testified that the new system has presented issues for some users. For example, many users said that they weren’t adequately trained to use the new system. Users also said that the new system had decreased morale and job satisfaction and increased burnout among VA staff.

The VA hasn’t established goals to assess user satisfaction with its new IT system.

What GAO Found

The Department of Veterans Affairs (VA) organizational change management activities for the Electronic Health Record Modernization (EHRM) program were...