2021 Best In KLAS Clinical Documentation Improvement

Perception

Optum/Change Healthcare Merger

16 August 22 | Boyd Stewart and Sam Eaquinto

In January 2021, Optum announced their intentions to acquire Change Healthcare. The merger remains unfinalized, however, as the US Department of Justice blocked the deal in February 2022 due to anticompetition concerns—such a merger would give UnitedHealth Group, Optum’s parent company and the nation’s largest insurer, access to rivals’ sensitive data. The legal proceeding is ongoing and scheduled to go to trial August 1, 2022. This report shares Optum and Change Healthcare customers’ reactions to the merger and their perceptions of its impact. Between March 2021 and April 2022, KLAS interviewed 48 individuals from 46 unique organizations; of these respondents, 9% are Optum customers, 56% are Change Healthcare customers, and 35% are customers of both vendors.

Some significant changes have occurred in the clinical documentation improvement (CDI) market in the last couple of years, including vendor acquisitions and technology developments. This report examines how these and other factors have impacted the customer experience, seeking to uncover which vendors provide strong technology as well as the relationships and guidance healthcare organizations need to be successful.

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 2021. Watch sessions from our first-ever virtual Best In KLAS Award Show to hear from the winning vendors in each segment. View Awards Show Recordings

Company/solution	Overall score	Total evaluations	Trend (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value	Censinet assessment

ChartWise CDI	92.3	n=21	N/A	A+	A	A	A-	A+	A-

Optum 360 CDI 3D	87.6	n=18	0%	B+	A-	B+	B+	A-	B+

Nuance CDI	85.9	n=25	0%	B	B+	A-	B	A-	B

3M MModal CDI Collaborate	85.4	n=18	0%	B	B+	B+	B	A-	B+

3M 360 Encompass CDI	81.9	n=31	0%	B-	B+	B	B+	B	C
	50.0	100.0		*Limited Data

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

ChartWise CDI 92.3 n=21	N/A	A+	A	A	A-	A+	A-
Optum 360 CDI 3D 87.6 n=18 COMMENTS	0%	B+	A-	B+	B+	A-	B+
Nuance CDI 85.9 n=25 COMMENTS	0%	B	B+	A-	B	A-	B
3M MModal CDI Collaborate 85.4 n=18 COMMENTS	0%	B	B+	B+	B	A-	B+
3M 360 Encompass CDI 81.9 n=31 COMMENTS	0%	B-	B+	B	B+	B	C

Company/solution	Overall performance score	Total evaluations	Culture	Loyalty	Operations	Product	Relationship	Value	Censinet assessment

Iodine Software AwareCDI [C]	91.7	n=18	A	A	A-	A-	A	A

Company/solution	Overall performance score	Total evaluations

Iodine Software AwareCDI [C] culture A loyalty A operations A- product A- relationship A value A	91.7	n=18

Clinical Documentation Improvement

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