2021 Best In KLAS Global PACS Asia/Oceania

White Paper

Consistent High Performers 2025

07 November 25 | Bradley Hunter and Lance Merrell

KLAS’ reports—including the annual Best in KLAS report—share which software vendors and services firms excel in helping healthcare professionals improve various aspects of healthcare. While reports typically draw from data collected over the prior 12 or 18 months, we wanted to examine which companies deliver strong client satisfaction over a longer period of time. To answer this, KLAS is introducing the Consistent High Performers report, a new annual report recognizing vendors and services firms that maintain high client satisfaction on a three-year rolling basis for a specific offering. This inaugural report—intended to complement Best in KLAS—identifies the 2025 consistent high performers and how they are collectively rated across KLAS’ customer experience pillars. Additionally, the report draws from surveys administered to 25 consistent high performers, who shared similar best practices for maintaining high client satisfaction. KLAS hopes this report helps healthcare organizations identify future partners and prompts other HIT vendors and firms to implement these best practices.

The PACS market in Asia and Oceania is evolving; healthcare organizations are looking for technology that is more robust, especially in Asia, where organizations are wanting to solidify or scale their enterprise imaging strategies. Furthermore, organizations want to work with vendors who can be long-term strategic partners in helping optimize the product. This report—KLAS’ first to share PACS performance data from Asia and Oceania individually—examines satisfaction from customers across 13 countries, specifically looking at relationships, support, breadth of functionality, and each vendor’s ability to meet expectations around product innovation and upgrades.

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.

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.”

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

Intelerad IntelePACS (Non-US)	84.5	0%	n=7	B	A	B	B+	C+	C

Philips Vue PACS (Non-US) (Carestream)	80.0	0%	n=9	C	A-	C+	C+	B-	B-

AGFA HealthCare Agfa HealthCare IMPAX (Non-US)	43.8	N/A	n=7	F	F	F	F	F	F
	50.0	100.0

	Overall Performance Score (100-point scale)	Total evaluations	Culture	Loyalty	Operations	Product	Relationship	Value

AGFA HealthCare Agfa HealthCare Enterprise Imaging for Radiology (Non-US) L	56.2	n=6	F	D-	D-	D	F	F

GE HealthCare GE Healthcare Centricity PACS (Non-US) L	54.3	n=3	F	F	C	D-	F	D-

INFINITT PACS (Non-US) L	69.6	n=3	D+	C	C	D+	F	C+

Sectra PACS (Non-US) L	91.2	n=4	A+	A+	B	A	A-	A-

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