2021 Best In KLAS Digital Rounding

Perception

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.

Provider organizations’ efforts to improve the patient experience have typically relied on standardized, retrospective benchmarking data (predominantly from the CMS-regulated CAHPS survey). However, to really amplify the voice of the patient and meet the rising demands of healthcare consumerism, organizations also need customizable tools that allow them to respond to patient feedback in real time and quickly identify service-recovery options. This report examines the opportunity that exists for the industry to augment a CAHPS-centric approach with more customizable capabilities.

Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.

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

Get Well GetWellNetwork GetWell Rounds+	86.6	n=25	0%	B+	B+	B+	B+	B+	B

CipherHealth CipherRounds	86.1	n=30	0%	B+	B+	A-	B+	B	B+
	50.0	100.0

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

Get Well GetWellNetwork GetWell Rounds+ 86.6 n=25 COMMENTS	0%	B+	B+	B+	B+	B+	B
CipherHealth CipherRounds 86.1 n=30 COMMENTS	0%	B+	B+	A-	B+	B	B+

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

Huron MyRounding * L	93.1	n=9	A	A	A	A	A+	A

pCare by Uniguest pCare TruthPoint Rounds * L	95.7	n=9	A+	A+	A+	A	A-	A+

Vocera Care Rounds * L	87	n=8	A	B	A	B+	A	C+

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

Huron MyRounding * L culture A loyalty A operations A product A relationship A+ value A	93.1	n=9

pCare by Uniguest pCare TruthPoint Rounds * L culture A+ loyalty A+ operations A+ product A relationship A- value A+	95.7	n=9

Vocera Care Rounds * L culture A loyalty B operations A product B+ relationship A value C+	87	n=8

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