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Decision Insights
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Ambient Speech 2024
25 October 24    |   Braden Taylor and Mac Boyter
With the rapid expansion of generative AI, ambient speech technology has been top of mind for healthcare organizations as they seek increased efficiency, improved note quality, and improved provider well-being. While ambient speech vendors previously had to provide QA specialists to review created notes, generative AI has enabled ambient speech technology to become more fully automated and do more than just transcribe medical notes. Many organizations are currently making or have made ambient
Emerging Technology
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Rivia Health Payment Engagement Technology 2024
06 November 24    |   Mac Boyter and Maddie Calder
As pressure surrounding profit margins continues to rise, it has become increasingly important for healthcare organizations to use solutions that increase revenue and reduce the time window for bill collection. Rivia Health seeks to address this need by offering payment engagement technology that allows for automated, effective payment collection. This report offers a detailed look at the customer experience with Rivia Health’s payment engagement technology.
EMR Impact
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The Science of Improving the EHR Experience
06 January 23    |   Jacob Jeppson
Since the Arch Collaborative was created in 2017, KLAS has had the opportunity to partner with almost 300 healthcare organizations to measure clinician perceptions of the EHR experience. These measurements represent over 340,000 clinician responses and have revealed...
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Performance
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Small-Hospital EHR (1–200 Beds) 2024
31 October 24    |   Paul Warburton and Tyson Blauer
Small acute care organizations face unique challenges—such as financial constraints and limited internal resources—that impact or even delay their EHR purchase decisions. As a result, according to KLAS’ 2024 acute care EHR market share report (which tracks all hospital EHR wins and losses), 42% of the small independent hospitals (1–200 beds) still use legacy systems. Still, progress is being made: between 2021 and 2023, KLAS validated go-forward EHR decisions made by 184 such hospitals
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   Sam Eaquinto
The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2024.
2024 Best in KLAS Awards - Software and Services

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Industry Insights

Research Findings

Performance
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Latin America EHR 2024
04 October 24    |   Eder Lagemann and Spencer Corbett
EHR purchasing in Latin America has fluctuated over the last few years, initially declining at the onset of the pandemic before rising in 2023, when the total number of acute care beds impacted by an EHR purchase decision was over 62% higher than in 2021. This report provides an update on which vendors are gaining market share and which are best meeting customers’ needs. Altogether, market share data and customer satisfaction feedback were collected from 97 respondents, representing 75 separate organizations in 12 countries and territories. In this report, market share data for Latin America is examined first, followed by customer satisfaction data (when available) in Brazil and in other countries throughout the region, collectively referred to as “other Latin American countries and the Caribbean.”
Performance
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Smart Pumps 2024
26 September 24    |   Jackson Tate and Lance Merrell
Energy in the smart pump market is high due to the remediation of the BD Alaris pump after a long ship-hold due to several FDA recalls, updated technology in established pumps, and recent FDA approval of next-generation pump technology from several vendors. As a result, many healthcare organizations are making or planning to make purchase decisions sooner than anticipated. To help organizations navigate this evolving space, this report examines customer satisfaction and future plans with smart pump vendors, what elements are driving purchase plans and customer retention, and which vendors are top of mind for purchase decisions.
Performance
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Data Archiving 2024
27 August 24    |   Paul Warburton and Tyson Blauer
Amid continuing trends of software consolidation, data archiving solutions enable healthcare organizations to archive and access historical data from retired legacy software. Many organizations are archiving more solutions to reduce costs and the number of data sources they need to access. While data archiving vendors can archive nearly any solution, they do often focus on specific markets and project sizes. To provide greater transparency around which markets these vendors serve and how well they support their customers, this report examines (1) the complexity of archiving projects and (2) vendor performance around implementation, integration, and value.
Performance
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340B Management Systems 2024
21 August 24    |   Jackson Tate and Lance Merrell
A market with consistently high energy, 340B programs remain top of mind for eligible healthcare organizations as they try to drive cost savings for both their organization and their patients. With increasing drug manufacturer restrictions and the possibility of additional legislation down the road, organizations continue to look to their 340B management vendors for tools and expertise to help navigate this space. This report examines customer satisfaction with 340B management vendors by looking at factors such as use by different customer types, customer ability to find savings and get their money’s worth, strength of vendor support, and vendor guidance in managing evolving challenges.
Performance
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Go-Live Support 2024
23 July 24    |   Kaleb Harris and Sam Eaquinto
Over the years, healthcare organizations working with go-live support firms have generally reported high satisfaction—while that trend continues, clients are starting to expect more customized execution rather than a traditional standard consulting approach from their services firm. To help healthcare organizations find the right go-live partner in a historically homogenous market, this report provides an update on client experience and satisfaction and offers insights into the type and size of validated go-live engagements. Additionally, the Firm Insights section shares firm-provided best practices on EHR go-lives.
Performance
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Clinician Digital Workflow 2024
15 July 24    |   Jackson Tate and Lance Merrell
The EHR holds a plethora of information that helps healthcare organizations provide better, more-informed care, but it takes time for users to find the most relevant data for current patients. As a result, many organizations are turning to clinician digital workflow solutions, which automate and streamline clinical workflows within the EHR—primarily chart reviews, documentation, and care team coordination. Recent advancements in AI and other technology have resulted in further traction of these solutions, as organizations believe the advancements have the potential to enhance clinicians’ EHR experience. This report—KLAS’ first to focus on clinician digital workflow solutions—examines vendor performance, the solution capabilities being used, and the impact of advanced technologies on interviewed customers. Note: Overall, interviewed customers in this market are satisfied, but since this is a developing market, the customer bases for measured solutions are fairly small. KLAS will continue to monitor customer experiences as new vendor solutions are adopted by the market.
Performance
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UK & Ireland EPR 2024
09 July 24    |   Eder Lagemann and Spencer Corbett
Over the last five years, there has been consistent energy around EPR investment and digital transformation in the UK and Ireland—on average, at least six healthcare organisations have made an EPR purchase decision each year. Going forward, activity will likely increase amid integrated care system (ICS) alignment, as over 50 trusts will look to upgrade or deploy their first EPR over the next few years. While going through the complex decision-making process, organisations frequently look for a partner that can provide not only core documentation and ordering functionalities but also additional clinical, administrative and ancillary modules to support their digital transformation. This report includes (1) an overview of the market share and customer satisfaction with EPR suppliers in the UK and Ireland and (2) a look at suppliers’ broader portfolios, diving into the performance and adoption of modules outside of core functionality.
Market Share
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Global (Non-US) EHR Market Share 2024
08 July 24    |   Everton Santos and Jonathan Christensen
Healthcare organizations across the world are continuing to prioritize EHR initiatives; although the total number of EHR purchase decisions finalized in 2023 was slightly below the average of recent years, the number of hospitals impacted by the contracts is at a five-year high thanks to several large regional decisions being finalized. In 2023, KLAS validated 186 EHR purchase decisions impacting 734 hospitals and over 128,000 beds. KLAS validated 28 different EHR vendors selected in 35 different countries and territories. Based on the validated EHR decisions, Europe and Oceania were the most active markets, followed by Latin America and Canada.
Performance
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Long-Term Care 2024
16 October 24    |   Paul Hess and Paul Warburton
As long-term care (LTC) facilities face decreasing reimbursements, changing CMS requirements, and staff turnover, they need software vendors who can provide valuable functionality and support their financial success. Investment in new technology can be cost prohibitive due to LTC facilities’ tight budgets, leading many to stay with their current EHR vendor; despite this, nearly 60% of interviewed organizations are looking to invest in additional technology from their EHR vendor or a third-party vendor to increase their profitability. An update to KLAS’ 2023 report on LTC technology , this report examines which vendors are best maintaining or improving customers’ sense of value via strong product development and integration quality.
Performance
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Hospice 2024
01 October 24    |   Paul Hess and Paul Warburton
Across the market, hospice agencies are frustrated that their HIT vendors aren’t prioritizing hospice care as they should, leading to low customer satisfaction that has continually decreased over time for most vendors. While several vendors have recently tried to address long-standing concerns through acquisitions or further development of their hospice product, most respondents want more to be done to allow for strong hospice care. To aid agencies in finding the best solution for their needs in a low-performing market, this report—an update to the Hospice 2023 report —examines which vendors best provide hospice-specific workflows, meet expectations for innovation and development, and support broad functionality through integration.
Decision Insights
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Population Health Management 2024
01 October 24    |   Andy Paulsen and Benjamin Cassity
In recent years, purchasing energy in the population health management (PHM) market has cooled among large acute care organizations—only 10% of interviewed organizations report a recent or in-progress PHM purchase decision. This trend is largely the result of healthcare organizations deprioritizing initial investments in new solutions and instead focusing on cost reduction and improved ROI through vendor consolidation, better data access and utilization, and improved functionality that supports value-based initiatives (i.e., care management, whole-person care, downside risk contracts). Physician-led ACOs don’t always face the same challenges as large acute care organizations (the majority of the sample included in this data set), so they may make decisions differently. With fewer decisions being made for acute care organizations, there is greater pressure on vendors to more thoroughly prove their platform’s capabilities during the RFP process. To help healthcare organizations navigate purchasing decisions in this market, this report draws from 40 purchase decisions validated by KLAS between July 2022 and June 2024 to examine (1) which vendors’ customer bases are growing, being maintained, or decreasing amid market shifts and (2) which factors contribute to current buying energy. Satisfaction data from current customers is also included.
Performance
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Small Practice Ambulatory EHR/PM (1–10 Physicians) 2024
13 September 24    |   Alex McIntosh and Chris Clune
Ambulatory care is an ever-evolving landscape, and small practices (1–10 physicians) are increasingly seeking more from their core EHR and PM vendors. With limited IT resources, small practices need vendors who invest in their success by offering robust technology and guidance to streamline administrative tasks, enhance efficiency, and—ultimately—improve patient care. For a market where most vendors don’t meet all small practices’ functionality needs, this report delves into (1) common third-party solution types used to fill functionality gaps within core EHR and PM solutions, (2) capabilities that small practices want their core vendors to develop, and (3) overall customer satisfaction with their vendors.
Perception
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Integrated Care 2024
31 May 24    |   Paul Warburton and Tyson Blauer
Historically, behavioral health has been treated separately from primary care in the US, though many behavioral health patients have comorbidities that also require primary care. To care for patients more holistically, some behavioral health organizations have recently started to move to an integrated care model, which combines behavioral health and primary care. However, the functionality and reporting needed for behavioral health differs greatly from that of primary care, and organizations are looking for technology to help in their efforts to provide integrated care. This report examines behavioral health organizations’ plans for integrated care, which technologies are viewed as most influential, and vendors’ EHR offerings and performance in this area.
Perception
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Ambulatory EHR/PM Mindshare 2024
19 March 24    |   Alex McIntosh and Chris Clune
In the dynamic market of ambulatory care, practices are continually evaluating their options for EHR and PM solutions—which vendors are top of mind fluctuates as regulations change, technology advances, and vendor reputations evolve. For this report, KLAS spoke to over 200 ambulatory practices to examine which ambulatory EHR/PM vendors have the most mindshare for future potential decisions and which vendors are being considered or chosen in actual decisions.
Performance
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Ambulatory Pediatric Solutions 2024
11 March 24    |   Andy Paulsen and Chris Clune
Amid changing regulations from entities like the American Academy of Pediatrics and HIPAA, pediatric clinics’ functionality needs are increasing and becoming more specific. Most ambulatory pediatric practices are small organizations with limited budgets, and they have to prioritize functionalities that are most important and forgo others to stay within budget. In addition to established pediatric-specific vendors, broad-specialty vendors are addressing this challenge by developing pediatric-specific EHRs or adapting existing platforms to cater to customer needs. Following KLAS’ 2023 report on the pediatrics market , this report examines how well pediatric-specific and broad-specialty vendors meet the unique customer needs of this niche market.
Performance
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Patient Self-Scheduling 2024
06 March 24    |   Adam Cherrington and Ciera Walker
As the digital landscape grows in healthcare and other industries, patients are expecting more seamless and convenient access to healthcare and therefore report that self-scheduling is one of their top healthcare engagement priorities . Provider organizations are responding by offering patient self-scheduling functionality to both increase patient convenience and reduce staff burden. This report focuses on five standalone patient self-scheduling solutions to understand their ease of use, why they were chosen over other types of solutions (e.g., EHR functionality), and whether they are worth the money. Additional insights about the broader patient self-scheduling market are also included.
Performance
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Latin America PACS 2024
15 October 24    |   Chloe Jensen and Eder Lagemann
The PACS market in Latin America is evolving—vendors have expanded or reestablished their customer bases in certain countries, and some healthcare organizations are considering replacing products that aren’t meeting expectations. An update to KLAS’ 2021 research , this report examines vendors’ regional footprint and performance in Latin America. Altogether, customer satisfaction feedback was collected from 127 respondents, representing 95 separate organizations in 12 countries and territories. Insights are examined first for Latin America as a whole, then for Brazil, and then for other countries throughout the region, collectively referred to as “other Latin American countries and the Caribbean.”
Performance
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Latin America EHR 2024
04 October 24    |   Eder Lagemann and Spencer Corbett
EHR purchasing in Latin America has fluctuated over the last few years, initially declining at the onset of the pandemic before rising in 2023, when the total number of acute care beds impacted by an EHR purchase decision was over 62% higher than in 2021. This report provides an update on which vendors are gaining market share and which are best meeting customers’ needs. Altogether, market share data and customer satisfaction feedback were collected from 97 respondents, representing 75 separate organizations in 12 countries and territories. In this report, market share data for Latin America is examined first, followed by customer satisfaction data (when available) in Brazil and in other countries throughout the region, collectively referred to as “other Latin American countries and the Caribbean.”
Performance
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UK & Ireland EPR 2024
09 July 24    |   Eder Lagemann and Spencer Corbett
Over the last five years, there has been consistent energy around EPR investment and digital transformation in the UK and Ireland—on average, at least six healthcare organisations have made an EPR purchase decision each year. Going forward, activity will likely increase amid integrated care system (ICS) alignment, as over 50 trusts will look to upgrade or deploy their first EPR over the next few years. While going through the complex decision-making process, organisations frequently look for a partner that can provide not only core documentation and ordering functionalities but also additional clinical, administrative and ancillary modules to support their digital transformation. This report includes (1) an overview of the market share and customer satisfaction with EPR suppliers in the UK and Ireland and (2) a look at suppliers’ broader portfolios, diving into the performance and adoption of modules outside of core functionality.
Market Share
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Global (Non-US) EHR Market Share 2024
08 July 24    |   Everton Santos and Jonathan Christensen
Healthcare organizations across the world are continuing to prioritize EHR initiatives; although the total number of EHR purchase decisions finalized in 2023 was slightly below the average of recent years, the number of hospitals impacted by the contracts is at a five-year high thanks to several large regional decisions being finalized. In 2023, KLAS validated 186 EHR purchase decisions impacting 734 hospitals and over 128,000 beds. KLAS validated 28 different EHR vendors selected in 35 different countries and territories. Based on the validated EHR decisions, Europe and Oceania were the most active markets, followed by Latin America and Canada.
Performance
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Canada PACS 2024
12 March 24    |   Kevin Huang and Steve VanWagenen
Many healthcare organizations in Canada have been using their PACS for years. Since the outbreak of the COVID-19 pandemic, KLAS has seen potential-replacement rates for Canada PACS solutions increase to a historic high, where more than one-third of interviewed organizations are actively looking to replace their PACS. This report examines vendors’ performance and the customer experience in Canada to help organizations understand the strengths and weaknesses of available options in the market.
Performance
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Middle East & Africa EHR 2024
23 February 24    |   Everton Santos and Spencer Corbett
Over the last five years, the Middle East and Africa healthcare IT markets have expanded and evolved. The Middle East has seen consistent energy around EHR investment and digital transformation, with 10–15 purchase decisions being made annually. Energy in Africa has fluctuated year over year, impacted by some very large regional purchase decisions. When selecting an EHR vendor partner for the digital journey, organizations almost always consider other clinical, administrative, and financial functionalities in addition to the core EHR capabilities the vendor provides. This report both provides an update on EHR vendor performance and market share and offers KLAS’ first holistic look at EHR vendors’ broader portfolios in the Middle East and Africa, specifically highlighting the adoption and performance of ancillary EHR modules.
Best in KLAS
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2024 Best in KLAS Awards - Global Software
07 February 24
The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. Global awards are given in the following software market segments: (1) acute care EHR, (2) digital pathology, (3) PACS, (4) shared care records/HIE, and (5) virtual conferencing platforms.
White Paper
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Global (Non-US) EMR Benefits 2023
16 March 23    |   Everton Santos and Sidney Tate
As electronic medical record (EMR) adoption grows worldwide, healthcare organizations considering this digital transformation all have the same question: what benefits can we really expect to receive from implementing an EMR? KLAS interviewed leaders at 36 non-US healthcare organizations—12 of which are HIMSS Level 6 or 7—to learn about their journey to realizing benefits from an EMR implementation. This white paper summarizes their insights, including what clinical and operational benefits they have seen, when those benefits were realized, and what recommendations they have for peer organizations.
Decision Insights
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Ambient Speech 2024
25 October 24    |   Braden Taylor and Mac Boyter
With the rapid expansion of generative AI, ambient speech technology has been top of mind for healthcare organizations as they seek increased efficiency, improved note quality, and improved provider well-being. While ambient speech vendors previously had to provide QA specialists to review created notes, generative AI has enabled ambient speech technology to become more fully automated and do more than just transcribe medical notes. Many organizations are currently making or have made ambient speech purchase decisions in the last year; while some are beginning to move past the pilot stage, broad adoption of this technology is not yet common. To help healthcare organizations understand why certain vendors are being considered and selected, this report—KLAS’ first to focus on only ambient speech technology—examines feedback from 80 organizations that are making or have recently made decisions between January 2024 and August 2024. (This report does not represent a comprehensive census or win/loss market share study.)
Performance
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Underpayment Recovery Services 2024
24 October 24    |   Mollie Hunt and Shawn Howell
Amid continuing financial pressures to increase revenue with fewer resources, many provider organizations look to firms that can not only recover underpayments but also help improve internal processes to prevent future revenue leakage. Since the 2022 report on underpayment recovery services, KLAS has broken out a denials management services market segment ( reported on earlier this year ); now, underpayment recovery services include charge capture, transfer DRG, DRG validation, and zero-balance review. Additionally, there have been several acquisitions that have affected the market (i.e., the R1 RCM acquisition of Cloudmed, the FinThrive acquisition of TransUnion Healthcare). This report explores what service lines organizations use firms for, how well firms provide actionable insights, how firms help organizations prevent future revenue leakage, and what factors drive firm selection across the market.
Performance
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Complex Claims Services 2024
27 August 24    |   Braden Taylor and Mollie Hunt
Healthcare organizations continue to depend on specialized firms to manage their complex claims—specifically, claims for motor vehicle accidents (MVA), out-of-state Medicaid, TRICARE, VA, and workers’ compensation. Notably, several complex claims services firms have recently completed a merger or acquisition, resulting in expanded offerings, deepened expertise, and larger market share. This report looks at client satisfaction in the wake of these mergers and acquisitions, examining how well firms partner with clients and deliver value across different claim types.
Performance
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Denials Management Services 2024
29 March 24    |   Braden Taylor and Mollie Hunt
Healthcare organizations continue to face challenges with getting reimbursements, due in part to large volumes of complex medical claim denials issued by payer organizations. To access expertise in managing the appeals process, many healthcare organizations are engaging denials management services firms, who utilize multidisciplinary teams (e.g., legal, clinical, coding) to review accounts and submit appeals. This report—KLAS’ first on denials management services—examines which firms consistently deliver strong execution, expected overturn rates, expertise, and partnership in denials prevention.
Performance
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Revenue Cycle Analytics 2024
05 March 24    |   Dustin Cragun and Jaren Day
For revenue cycle leaders, it is critical to stay on top of trends in payer interactions and identify opportunities to address billing and collection inefficiencies. All healthcare organizations use RCM analytics solutions—their EHR offering, a third-party solution, or a combination of both—to comprehensively understand their RCM practices and glean actionable insights that can optimize revenue and inform decisions. Drawing from the experience of organizations using third-party tools that ingest data from multiple disparate sources, this report provides insights into the performance of three different solutions.
Performance
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Extended Business Office Services 2024
12 February 24    |   Mollie Hunt and Shawn Howell
Provider organizations are facing intensifying revenue cycle complexity, payer relations, cost pressures, and staffing shortages, along with the resulting loss of resources and expertise. To find relief from some of these pressures, many are seeking outsourced extended business office services (EBOS) offered by firms that can execute revenue cycle management (RCM) work more economically and with greater efficiency than organizations can in-house. To share insights into a shifting market, this report provides (1) an update on client satisfaction and adoption and (2) a look into provider plans for outsourced revenue cycle services and satisfaction with offshore resources.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   Sam Eaquinto
The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2024.
Performance
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Debt Collection Services 2023
22 December 23    |   Mollie Hunt and Sam Eaquinto
Amid current economic challenges, healthcare organizations are contracting with debt collection services firms (often multiple at a time) to ensure financial stability, leverage specialized expertise, and comply with complex regulations. These firms possess the resources and knowledge to efficiently and ethically recover unpaid medical bills—supporting positive patient relationships and saving time for health systems so they can focus on providing quality care. In a market where most firms perform highly, this report—KLAS’ first on debt collection services—examines which firms provide strong technology, foster partnerships, and drive outcomes across organization sizes. Note: While there are many regional debt collection firms, this report focuses on firms with a national presence.
Performance
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RTLS 2024
29 July 24    |   Dallin Seely and Don Seamons
Historically, healthcare organizations have primarily used real-time location system (RTLS) solutions to track assets and equipment. However, with the recent advancements and improved usability of RTLS technology, many organizations are moving beyond established use cases (e.g., asset tracking) to focus on emerging use cases (e.g., hand hygiene tracking) as well. When organizations have several use cases for their RTLS technology, they see a broader set of outcomes and tend to be more satisfied with their solution. This report examines customer experiences with their RTLS vendors and shares case studies from individual organizations leveraging their RTLS technology to achieve critical outcomes.
Performance
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Implementation Services for Oracle ERP 2024
24 May 24    |   Kaleb Harris and Sam Eaquinto
As more provider organizations choose to move forward with cloud-based ERP solutions, it is critical for them to implement the solution without negatively affecting day-to-day business. To avoid challenges during implementation, organizations are partnering with firms that offer implementation leadership and business transformation services. This report examines the client experience of three firms who provide implementation services for Oracle’s ERP suite and what these firms are doing to drive success.
Performance
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Healthcare AI 2024
03 April 24    |   Benjamin Cassity and Jennifer Hickenlooper
The use of artificial intelligence (AI) in healthcare is rapidly evolving. More healthcare organizations are adopting data science platforms and other AI solutions to help alleviate the challenges of today’s environment, with a particular focus on increasing operational efficiency. Based on the feedback of both payer and provider organizations, this report examines the clinical, financial, and operational use cases for which AI is being adopted as well as the outcomes being achieved.
White Paper
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Data Analytics Platforms for Payers
20 March 24    |   Bradley Hunter and Jennifer Hickenlooper
As health plans continually look to reduce costs and improve outcomes for their members, they are utilizing data analytics platforms to bring better visibility to their decisions. This vendor guide is intended to provide a simple starting point for health plans investigating data analytics platforms. The guide focuses on vendors that (1) provide a platform approach to their data analytics solutions, (2) operate across multiple US regions, and (3) provide a variety of use cases. All such vendors known to KLAS as of January 2024 are included in this guide.
Performance
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Revenue Cycle Analytics 2024
05 March 24    |   Dustin Cragun and Jaren Day
For revenue cycle leaders, it is critical to stay on top of trends in payer interactions and identify opportunities to address billing and collection inefficiencies. All healthcare organizations use RCM analytics solutions—their EHR offering, a third-party solution, or a combination of both—to comprehensively understand their RCM practices and glean actionable insights that can optimize revenue and inform decisions. Drawing from the experience of organizations using third-party tools that ingest data from multiple disparate sources, this report provides insights into the performance of three different solutions.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   Sam Eaquinto
The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2024.
Performance
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Data & Analytics Platforms 2023
07 November 23    |   Bradley Hunter and Jennifer Hickenlooper
Healthcare organizations manage a plethora of data sets, and they have continual need for consolidated, end-to-end data and analytics platforms that offer strong capabilities (e.g., ability to track and benchmark desired outcomes). Organizations are looking for reporting with digestible metrics that can help staff make better decisions as well as excellent support when implementing and actualizing different use cases. This report examines how many data source types that solutions can ingest, how well solutions deliver results for complex use cases, and how well vendors partner with customers to help them achieve success.
Performance
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Financial Improvement Consulting 2023
27 October 23    |   Robbie Bullough and Warren Whitford
Healthcare organizations are facing unprecedented financial pressure; several macroeconomic factors—including the COVID-19 pandemic, inflation, and staffing shortages—have forced organizations to work around decreased revenues and increased costs. At this critical time, organizations are looking to consulting firms to help improve their financial performance and circumnavigate obstacles. KLAS’ 2020 Financial Improvement Consulting report examined how firms were providing guidance to healthcare organizations during the early months of the pandemic. Now, roughly three years later, this report offers an updated look at the types of work consulting firms are doing and the outcomes clients are achieving in this financially challenging environment.
Decision Insights
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Population Health Management 2024
01 October 24    |   Andy Paulsen and Benjamin Cassity
In recent years, purchasing energy in the population health management (PHM) market has cooled among large acute care organizations—only 10% of interviewed organizations report a recent or in-progress PHM purchase decision. This trend is largely the result of healthcare organizations deprioritizing initial investments in new solutions and instead focusing on cost reduction and improved ROI through vendor consolidation, better data access and utilization, and improved functionality that supports value-based initiatives (i.e., care management, whole-person care, downside risk contracts). Physician-led ACOs don’t always face the same challenges as large acute care organizations (the majority of the sample included in this data set), so they may make decisions differently. With fewer decisions being made for acute care organizations, there is greater pressure on vendors to more thoroughly prove their platform’s capabilities during the RFP process. To help healthcare organizations navigate purchasing decisions in this market, this report draws from 40 purchase decisions validated by KLAS between July 2022 and June 2024 to examine (1) which vendors’ customer bases are growing, being maintained, or decreasing amid market shifts and (2) which factors contribute to current buying energy. Satisfaction data from current customers is also included.
First Look
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TransformativeMed Core Diabetes 2024
25 September 24    |   Jackson Tate and Jacob Brown
In a hospital, it is essential that diabetic patients’ glucose levels and insulin treatments are carefully reviewed and managed. To avoid mistakes and reduce the need for redundant endocrinology work, healthcare organizations can turn to technology such as TransformativeMed’s Core Diabetes solution. This product aims to provide all relevant diabetes-related patient data in a seamless EHR dashboard. This report offers a first look at the experiences of healthcare organizations currently using Core Diabetes.
Performance
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Patient Education 2024
04 September 24    |   Spencer Snyder and Trey Dye
Patient education solutions are an increasing focus for healthcare organizations looking to deliver more patient-centric care, as these solutions provide patients with crucial information to help them navigate diagnoses or upcoming procedures. While some organizations produce their own educational content that is then housed in a vendor’s solution (e.g., portal, interactive patient system), the focus of this report is on patient education vendors who create and deliver content to organizations . Generally, healthcare organizations are satisfied as they feel their vendors offer reliable, digestible content and reduce the operational burden, though the use of multiple solutions is common to meet all needs. This report—KLAS’ first focused on patient education solutions—(1) examines customer satisfaction with patient education vendors and their provided content and (2) shares insights into the patient education market.
Performance
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Digital Rounding 2024
28 June 24    |   Dallin Seely and Trey Dye
As consumerism has increased in the healthcare industry, organizations have used digital rounding solutions to measure and improve patients’ satisfaction during their stays. Although adoption of these solutions slowed during the COVID-19 pandemic, digital rounding is once again gaining momentum as healthcare organizations seek to gain visibility into patient needs and increase the efficiency of nursing workflows. This report examines how well digital rounding vendors provide strong partnership, technology, and training to support outcomes and efficiencies for healthcare customers.
Performance
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Healthcare Experience Management 2024
28 June 24    |   Adam Cherrington and Spencer Snyder
The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS’ Patient Experience Improvement 2021 report ). Now, with the rise of healthcare consumerism, organizations want to broaden their reach to improve the experience of other stakeholders in the healthcare ecosystem aside from patients, such as family members/caregivers, employees, clinicians, and even potential consumers and patients. As such, this report—focused more holistically on healthcare experience management † —examines customer feedback on how well vendors are developing their offerings to improve the experience of all healthcare stakeholders, not just patients. † KLAS plans to rename our Patient Experience Improvement market segment to Healthcare Experience Management soon after this report’s publication.
Emerging Technology
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The Garage Bridge 2024
15 May 24    |   Benjamin Cassity and Jacob Mortensen
Healthcare organizations use many different data sources for care information and coordination, and data management is critical in order for organizations to deliver effectively on value-based care contracts. The Garage aims to help organizations on this front with Bridge, a value-based care platform. This report examines the Bridge customer experience.
Perception
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Social Determinants of Health 2024
13 May 24    |   Andy Paulsen and Benjamin Cassity
Many healthcare organizations are working to proactively address socioeconomic barriers to patients receiving needed healthcare—prompting vendors to roll out technology solutions that can collect and manage social determinants of health (SDOH) data. This report uses KLAS’ Framework for a Successful SDOH Program (introduced in this overview ) to compare several SDOH vendors’ offerings and share vendors’ thoughts on how their technology is intended to help organizations achieve their SDOH goals. Note that this report is based on vendor-reported and publicly available information and does not represent any KLAS-validated performance data or other findings. Later in 2024, KLAS intends to publish a report that examines customers’ experiences with their SDOH solutions.
Performance
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Virtual Care Platforms 2024
06 May 24    |   Ciera Walker and Schafer Jackson
As virtual care has significantly expanded since COVID-19, provider organizations have generally solidified their outpatient virtual care strategies —leaving inpatient virtual care as the piece most impacting purchase decisions and the area with the most potential for innovation. To provide inpatient and/or outpatient virtual care, provider organizations are mainly pursuing three approaches, all of which have pros and cons: (1) homegrown solutions, (2) point solutions, and (3) virtual care platforms with broad capabilities . This report focuses on virtual care platforms, which often allow for outpatient/inpatient vendor consolidation. While many organizations are still using multiple solutions to deliver virtual care, some are moving toward total consolidation and need an enterprise solution that provides the necessary use cases for their organization. This report examines the virtual care platform market by looking at breadth of use cases as well as vendor performance, especially in terms of innovation and delivering on promises.
White Paper
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How Services Firms Can Drive Successful Client Engagements 2023
04 October 23    |   Sam Eaquinto and Warren Whitford
In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.
Performance
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Patient Privacy Monitoring 2023
27 July 23    |   Justin Porter and Ruirui Sun
By preventing and detecting unauthorized access to patient data, patient privacy monitoring solutions play an integral role in helping provider organizations maintain patient confidentiality, comply with regulations, and build trust. In recent years, the market has seen multiple acquisitions, and vendors have begun to provide artificial intelligence (AI) offerings. This report looks at how these changes have affected customer satisfaction and provides early insights on outcomes related to AI.
Performance
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Healthcare IoT Security 2023
11 July 23    |   Justin Porter and Ruirui Sun
Healthcare organizations are connecting more and more devices to their networks to enable seamless communication and enhance patient care, but the increase in devices also increases security risks that can expose important data and jeopardize patient safety. Many organizations use IoT security solutions to gain visibility into potential vulnerabilities, and some are engaging with their vendors to tackle broader cybersecurity strategies. To provide insights into the competitive healthcare IoT security market, this report looks at vendor performance amid recent mergers/acquisitions as well as early insights into how vendors meet the needs of deep adopters.
Performance
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Security & Privacy Consulting Services 2022
25 August 22    |   Ciera Walker and Kaleb Harris
Cybersecurity attacks are on the rise, and healthcare organizations are especially at risk. Security vulnerabilities can lead to financial penalties imposed by OCR, damaged organization reputations, and the increased risk of patient safety and data being compromised. To reduce vulnerabilities, organizations often bring in outside consulting firms that specialize in enhancing security and data privacy measures in healthcare. This report examines several such firms (and one cross-industry firm) to determine who effectively assists in reducing risk, engages closely with clients, and exceeds expectations.
Performance
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Imprivata Digital Identity Platform 2022
18 August 22    |   Dan Czech and Joe VanDeGraaff
Amid a changing workforce and mounting security pressures, healthcare organizations recognize the growing need for a holistic approach to managing digital identities. The development and adoption of HIT solutions capable of enabling a holistic strategy are in an early state, with most organizations leveraging multiple vendors to manage things such as identity, access, and compliance. Previous KLAS research found that Imprivata—whose single sign-on solution has a large healthcare footprint—is currently the only vendor to offer a broad digital identity platform. Building on that research, this report explores the potential benefits and challenges of deeply adopting Imprivata’s offerings. Insights come from in-depth interviews with 6 organizations identified by Imprivata as “deep adopters” as well as from 15 organizations within the vendor’s broader customer base (referred to in this report as “general adopters”). Other vendors will be evaluated as their solutions expand to offer broad capabilities.
Performance
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Go-Live Support 2024
23 July 24    |   Kaleb Harris and Sam Eaquinto
Over the years, healthcare organizations working with go-live support firms have generally reported high satisfaction—while that trend continues, clients are starting to expect more customized execution rather than a traditional standard consulting approach from their services firm. To help healthcare organizations find the right go-live partner in a historically homogenous market, this report provides an update on client experience and satisfaction and offers insights into the type and size of validated go-live engagements. Additionally, the Firm Insights section shares firm-provided best practices on EHR go-lives.
Performance
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Implementation Services for Oracle ERP 2024
24 May 24    |   Kaleb Harris and Sam Eaquinto
As more provider organizations choose to move forward with cloud-based ERP solutions, it is critical for them to implement the solution without negatively affecting day-to-day business. To avoid challenges during implementation, organizations are partnering with firms that offer implementation leadership and business transformation services. This report examines the client experience of three firms who provide implementation services for Oracle’s ERP suite and what these firms are doing to drive success.
Performance
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Managed IT Services 2024
03 April 24    |   Daniel Zeitner and Kevin Huang
Due to staffing shortages and rising costs, healthcare organizations are increasingly looking to outsourced managed services firms to relieve the burden of hiring and maintaining IT staff—enabling organizations to reallocate and better utilize their in-house resources. This report—the first in a series to focus on managed IT services—examines which firms consistently deliver quality application management services (AMS) and help desk services to healthcare provider and payer organizations; it also shares insights into the managed IT services market, including the pain points driving organizations to adopt and expand use of IT outsourcing. KLAS intends to publish reports on the other two managed IT services verticals later in 2024.
Perception
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Healthcare Management Consulting 2024
22 February 24    |   Kevin Huang and Warren Whitford
Across the healthcare industry, executives are grappling with myriad challenges and high-stakes decisions that will affect the trajectory of their organizations. Many are turning to management consulting firms for help enhancing operations and improving performance long term. KLAS interviewed 163 healthcare leaders from March 2023 to December 2023 to gather their perceptions on which challenges are most pressing, what consideration factors should be used to evaluate firms, and which firms are seen as best suited to help. KLAS intends to use these findings to measure the service offerings and firms that have the most mindshare in healthcare.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   Sam Eaquinto
The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2024.
Performance
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Data & Analytics Services 2023
04 December 23    |   Sam Eaquinto and Trent Davis
As healthcare organizations actively work to enhance clinical, financial, and operational outcomes, optimizing their data and analytics strategies will be imperative to success. In a landscape abundant with data (much of which lacks actionable insights), this report examines data and analytics services—KLAS’ first report on the market—with a focus on (1) outlining a framework for these services and (2) evaluating firms’ offerings and performance. Data for this report is based on feedback from 55 client organizations interviewed between March 2022 and September 2023.
Performance
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Financial Improvement Consulting 2023
27 October 23    |   Robbie Bullough and Warren Whitford
Healthcare organizations are facing unprecedented financial pressure; several macroeconomic factors—including the COVID-19 pandemic, inflation, and staffing shortages—have forced organizations to work around decreased revenues and increased costs. At this critical time, organizations are looking to consulting firms to help improve their financial performance and circumnavigate obstacles. KLAS’ 2020 Financial Improvement Consulting report examined how firms were providing guidance to healthcare organizations during the early months of the pandemic. Now, roughly three years later, this report offers an updated look at the types of work consulting firms are doing and the outcomes clients are achieving in this financially challenging environment.
White Paper
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How Services Firms Can Drive Successful Client Engagements 2023
04 October 23    |   Sam Eaquinto and Warren Whitford
In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.
Performance
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Latin America PACS 2024
15 October 24    |   Chloe Jensen and Eder Lagemann
The PACS market in Latin America is evolving—vendors have expanded or reestablished their customer bases in certain countries, and some healthcare organizations are considering replacing products that aren’t meeting expectations. An update to KLAS’ 2021 research , this report examines vendors’ regional footprint and performance in Latin America. Altogether, customer satisfaction feedback was collected from 127 respondents, representing 95 separate organizations in 12 countries and territories. Insights are examined first for Latin America as a whole, then for Brazil, and then for other countries throughout the region, collectively referred to as “other Latin American countries and the Caribbean.”
Perception
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Imaging in the Cloud 2024
04 June 24    |   Monique Rasband and Sidney Tate
The healthcare imaging market in the US is moving to the cloud—nearly two-thirds of the 228 healthcare organizations surveyed about their cloud road map either are using the cloud for diagnostic image viewing and/or storage or are likely to start using the cloud within the next three years. As organizations transition, it is critical for them to choose a vendor that provides not only a reliable cloud solution but also strategic guidance to ensure a successful migration. Intended to help organizations considering the cloud, this report shares customer perceptions of their vendors’ readiness for the cloud, along with an overview of the state of cloud adoption in the imaging market.
Performance
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Enterprise Imaging 2024
16 April 24    |   Monique Rasband and Sidney Tate
Healthcare organizations are very focused on enterprise imaging (EI) advancement. Two-thirds of the organizations interviewed by KLAS about future EI plans are likely to expand their VNA image storage or extend their universal viewer (UV) to additional service lines in the next two years. Organizations are also increasingly taking advantage of promising new technology like artificial intelligence (AI) and the cloud. Meanwhile, both vendors and healthcare organizations face budget and staffing shortages and rapidly changing market needs. This report (1) examines how vendors stack up in meeting clients’ ever-growing EI needs and (2) shares a broader analysis of progress in the EI market.
Performance
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Canada PACS 2024
12 March 24    |   Kevin Huang and Steve VanWagenen
Many healthcare organizations in Canada have been using their PACS for years. Since the outbreak of the COVID-19 pandemic, KLAS has seen potential-replacement rates for Canada PACS solutions increase to a historic high, where more than one-third of interviewed organizations are actively looking to replace their PACS. This report examines vendors’ performance and the customer experience in Canada to help organizations understand the strengths and weaknesses of available options in the market.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   Sam Eaquinto
The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2024.
Best in KLAS
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2024 Best in KLAS Awards - Global Software
07 February 24
The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. Global awards are given in the following software market segments: (1) acute care EHR, (2) digital pathology, (3) PACS, (4) shared care records/HIE, and (5) virtual conferencing platforms.
Decision Insights
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PACS 2023
30 November 23    |   Monique Rasband and Spencer Corbett
The PACS market is in flux—about one in five organizations interviewed by KLAS in the last two years is planning to replace their PACS, and more report they would replace their system if given the opportunity. This market shift is driven largely by organizations (1) replacing aging/legacy technology with go-forward platforms, (2) consolidating platforms, and (3) continuing to move toward unified enterprise imaging strategies. Organizations replacing their PACS are seeking vendor partners with a vision for the future and a strong commitment to innovation. This report examines 90 recent PACS purchase decisions validated by KLAS between September 2021 and September 2023 to understand why certain vendors are being considered, selected, and replaced in this dynamic market.
Performance
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Epic Complete Look 2023
18 July 23    |   Paul Warburton and Tyson Blauer
When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Epic “complete look” provides a high-level analysis of the key products that make up Epic’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts] , Evident , MEDITECH , and Oracle Health [Cerner] .)
Performance
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Risk Adjustment 2024
24 September 24    |   Bradley Hunter and Jennifer Hickenlooper
As payers, provider-sponsored health plans, and provider organizations continue to grapple with economic and financial pressures, their need for risk adjustment solutions with both retrospective and prospective capabilities remains high. Solutions that provide a strong ROI and have broad capabilities are top of mind for potential customers, who often want to realize better value and consolidate solutions. To understand what factors are influencing purchase decisions and where organizations are investing, this report examines 52 risk adjustment purchase decisions validated by KLAS between June 2021 and June 2024. Satisfaction data from current customers is also included.
Performance
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CMS Payer Interoperability 2024
21 May 24    |   Ruirui Sun and Tyson Blauer
With the initial goal of meeting CMS requirements (e.g., CMS-9115-F), payer organizations have invested heavily in interoperability solutions to transform data into the FHIR format and provide APIs for member portals and other data exchanges. Still, industry-wide usage among patients for these types of offerings is low, with very few enrolled members asking payers for their medical information. As a result, payers need to determine how to utilize the solutions in a way that maximizes their value, especially as some payers report higher price tags from vendors for the technology to support more use cases. To help payer organizations navigate this field, this report examines the performance of CMS interoperability vendors as well as what current and future use cases are a priority for payers.
Performance
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Employer-Sponsored Healthcare Services 2024
29 April 24    |   Daniel Zeitner and Sam Eaquinto
Employers (private and public) and unions are increasingly experiencing challenges with highly variable healthcare costs and their employees’ ability to access timely, quality care. As a result, many are turning to firms that help provide a wide range of healthcare services directly to employees, either on-site or near-site. Additionally, energy is high in this market due to several recent mergers and acquisitions, which have the potential to drastically shift market share and client experience over time. To help employers and unions navigate this space, this report examines the overall employer-sponsored healthcare services market, including client satisfaction, how acquisitions are changing the market, how firms help clients realize value, and which healthcare services are being offered.
Performance
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Customer Relationship Management 2024
24 April 24    |   Adam Cherrington and Jacob Brown
To personalize healthcare and prioritize patient preferences, provider organizations often use customer relationship management (CRM) tools, which can effectively organize and present the details of a patient population. Recently, the CRM market has shifted—vendors have entered the market, sensing the opportunity to address organizations’ growing interest in personalizing care and improving their management of patient data, and some of these newer entrants are now on par with seasoned players. This report examines customers’ experiences with three vendors to see how well they partner with customers and deliver strong technology.
White Paper
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Data Analytics Platforms for Payers
20 March 24    |   Bradley Hunter and Jennifer Hickenlooper
As health plans continually look to reduce costs and improve outcomes for their members, they are utilizing data analytics platforms to bring better visibility to their decisions. This vendor guide is intended to provide a simple starting point for health plans investigating data analytics platforms. The guide focuses on vendors that (1) provide a platform approach to their data analytics solutions, (2) operate across multiple US regions, and (3) provide a variety of use cases. All such vendors known to KLAS as of January 2024 are included in this guide.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   Sam Eaquinto
The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2024.
Performance
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Payer IT Consulting Services Ecosystem 2023
12 December 23    |   Sam Eaquinto and Trent Davis
Payer organizations are under increasing pressure to maintain regulatory compliance and ensure strong data security at a low cost; thus, they are seeking payer IT consulting firms for help with advisory services, change management, implementations, and managed services. This report—KLAS’ first in this area—defines the broad ecosystem of payer IT consulting services and examines the market through firm-reported capability sets, validations, and performance data. Note: The next report on payer IT consulting services will further dive into customer validations of specific engagement types and outcomes.
Perception
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Patient Engagement 2023
15 November 23    |   Adam Cherrington and Spencer Snyder
In an increasingly digital world, the healthcare industry continues to face increased costs and labor shortages. Patient engagement technology is top of mind for healthcare organizations as they work to improve the overall patient experience, increase volumes, cut costs, and create more provider efficiencies. In collaboration with Bain & Company , KLAS recently identified patient engagement as a top-three priority for healthcare investment. For this report, KLAS engaged with executives from 93 unique healthcare organizations to better understand perceptions of the patient engagement market, including strategies for addressing challenges and goals today, which vendors are most aligned with provider goals, and future plans for investment to improve patient engagement.
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