2021 Best In KLAS Clinical Communications

Past KLAS research shows that clinical communication platforms can improve healthcare organizations’ efficiency and care quality when successfully adopted across the enterprise. Vendors can help drive strong adoption—in number of workflows/interfaces deployed, in breadth (percentage of an organization’s hospitals that adopt the solution), and in depth (percentage of employees using the solution). This report examines these factors and shares how well vendors enable adoption and support organizations’ communication strategies.

Clinical communications solutions, initially aimed at tackling HIPAA compliance concerns, have grown to cover many workflows and use cases around communication in healthcare organizations. VoiceFriend is one of these solutions, and it is specifically tailored for organizations providing care to seniors—such as skilled nursing, assisted living, or memory care facilities. In these settings, communication between residents’ loved ones and caregivers is an essential part of their stewardship and care. This report details the experience of organizations using the VoiceFriend platform.

First Look

DrFirst

06 August 21 | Aaron Gleave and Spencer Larson

This report examines the experiences of early adopters of two DrFirst solutions: Medication Management Suite (MMS) and Backline. MMS combines the medication history of MedHx with the price transparency of myBenefitCheck and the automated prescription notifications of RxInform to help health systems improve medication reconciliation and adherence, thereby reducing the risk of readmissions and unnecessary costs. Backline is a comprehensive care collaboration and telehealth platform that aims to provide seamless, compliant, and secure communication (via messaging and telehealth) to internal and external clinical teams, patients, and caregivers. The first section of this report explores how MMS and Backline work together; the remainder of the report examines each solution separately.

Company/solution	Overall performance score (100-point scale)	Total evaluations	Trend (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value

PerfectServe Telmediq by PerfectServe Telmediq	92.2	n=29	0%	A	A	A-	A-	A	A+

TigerConnect TigerText	92	n=24	0%	A-	A	A	A-	A	A

symplr Halo Health Halo	90.5	n=30	0%	A	A	A-	A-	A-	A

Epic Secure Chat	89.8	n=21	0%	A	A	A-	B	A-	A-

Vocera Platform	89.7	n=17	0%	A-	A	A-	A-	A-	B+

Hillrom Voalte Platform	88.8	n=36	0%	A-	A	A-	B+	A-	B+

Vocera PatientSafe Solutions PatientTouch Communications	88.3	n=31	0%	B+	A-	A-	B+	A	A-

PerfectServe	85.6	n=41	0%	B+	B+	B	B	A-	B
	50.0	100.0

Company/solution	Trend (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value

PerfectServe Telmediq by PerfectServe Telmediq 92.2 n=29 COMMENTS	0%	A	A	A-	A-	A	A+
TigerConnect TigerText 92 n=24 COMMENTS	0%	A-	A	A	A-	A	A
symplr Halo Health Halo 90.5 n=30 COMMENTS	0%	A	A	A-	A-	A-	A
Epic Secure Chat 89.8 n=21 COMMENTS	0%	A	A	A-	B	A-	A-
Vocera Platform 89.7 n=17 COMMENTS	0%	A-	A	A-	A-	A-	B+
Hillrom Voalte Platform 88.8 n=36 COMMENTS	0%	A-	A	A-	B+	A-	B+
Vocera PatientSafe Solutions PatientTouch Communications 88.3 n=31 COMMENTS	0%	B+	A-	A-	B+	A	A-
PerfectServe 85.6 n=41 COMMENTS	0%	B+	B+	B	B	A-	B

Company/solution	Overall performance score (100-point scale)	Total evaluations	Culture	Loyalty	Operations	Product	Relationship	Value

Imprivata Cortext * [C] L C	71.2	n=11	C	D	C+	C-	B-	C+

Mobile Heartbeat MH-CURE * L	88.8	n=10	B+	A-	B+	B+	A-	A

Oracle Health Cerner CareAware Connect * L	77.1	n=12	C	B	C	B-	C	D+

QliqSOFT Qliq Secure Texting [C]	91	n=15	A-	A+	A-	B+	A-	A-

Spok Mobile * L	80.8	n=8	B+	B-	B	B-	B-	B

Company/solution	Overall performance score (100-point scale)	Total evaluations

Imprivata Cortext * [C] L C culture C loyalty D operations C+ product C- relationship B- value C+	71.2	n=11

Mobile Heartbeat MH-CURE * L culture B+ loyalty A- operations B+ product B+ relationship A- value A	88.8	n=10

Oracle Health Cerner CareAware Connect * L culture C loyalty B operations C product B- relationship C value D+	77.1	n=12

QliqSOFT Qliq Secure Texting [C] culture A- loyalty A+ operations A- product B+ relationship A- value A-	91	n=15

Spok Mobile * L culture B+ loyalty B- operations B product B- relationship B- value B	80.8	n=8

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