Patient and healthcare provider satisfaction in the era of electronic health records and electronic medical records: a systematic review

Abstract

Electronic health records (EHRs) and electronic medical records (EMRs) are now central to clinical practice worldwide, including in low-and middle-income health systems, yet their effect on patient and healthcare provider satisfaction remains uncertain. Objectives to synthesize evidence published between 2015 and 2025 on how EHR and EMR use relates to patient satisfaction, provider satisfaction, patient-provider communication, workflow and burnout, and to identify the factors that shape these outcomes across different health-system contexts. A systematic review of primary studies was conducted by searching PubMed, Scopus, Web of Science, MEDLINE and Google Scholar. Studies were eligible if they reported patient or provider satisfaction, communication, quality, workflow or burnout in real-world clinical settings. Two reviewers independently screened records and extracted data. Methodological quality was appraised using the mixed methods appraisal tool (MMAT), version 2018. Thirty-six studies were included and synthesized narratively. Patients generally reported moderate to high satisfaction, particularly in primary care and outpatient settings, citing shorter waiting times and clearer explanations. Provider experience diverged by role: nurses and allied health professionals reported benefits in legibility and coordination, whereas physicians reported documentation burden, workflow disruption and burnout. Usability, training quality and organizational support, rather than adoption itself, were the consistent determinants of satisfaction. Evidence from low-and middle-income settings showed that provider-side efficiency gains did not automatically translate into patient benefit. EHR adoption alone does not improve satisfaction. Investment in usability, role-specific training, documentation relief, and patient-centered communication is required.