2021 Best In KLAS Interactive Patient Systems

Performance

Patient Engagement Ecosystem 2023

13 July 23 | Adam Cherrington and Dan Czech

Amid the pressures of today’s economic environment, healthcare organizations are investing heavily in patient engagement technology to help reduce costs, alleviate staffing challenges, and consolidate technology in other areas. Both provider and payer organizations seek to understand what patient engagement capabilities vendors offer that can meet their core needs. This study (along with additional deep-dive content that will be published on KLAS’ website) is an update to KLAS’ 2021 report and shows which vendors report the broadest capability sets, which vendors have made the most progress over the last two years, and how the industry as a whole has matured. For reader ease, links to relevant online content are provided where applicable. Note that the data in this study is based primarily on vendor-reported information, accompanied by a limited amount of KLAS performance data.

The digital transformation of healthcare has innovated the way patients receive care; this is especially evident in the emergence of digital patient rooms, which use technology to improve personalization, accuracy, and overall experience for patients and providers within the hospital. When properly developed, these digital patient rooms can also ease the staffing challenges many healthcare organizations face today. While vendors in the interactive patient systems space have traditionally focused on and still provide education and entertainment technology in the patient room, this report focuses on advanced digital patient room capabilities offered by these vendors by examining (1) which solutions have the broadest adoption across these advanced capabilities, (2) which solutions are viewed as most complete, and (3) what outcomes deep adopters are achieving.

The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective , we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.

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.

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

pCare by Uniguest pCare (TVR Communications)	92.7	n=25	0%	A	A+	A	A	A	A-

Epic MyChart Bedside	87.8	n=21	0%	B+	A	B+	B	A-	B

SONIFI Health Interactive Patient Engagement Solutions	87.5	n=25	0%	A-	A-	B	B+	B+	B+

Avidex TeleHealth Services TigrPX Patient Engagement & Education System	85.7	n=15	N/A	A	B+	B	B	B+	B

Get Well GetWellNetwork getwell Inpatient	85.3	n=39	0%	A-	B+	B	B+	A-	C+
	50.0	100.0

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

pCare by Uniguest pCare (TVR Communications) 92.7 n=25 COMMENTS	0%	A	A+	A	A	A	A-
Epic MyChart Bedside 87.8 n=21 COMMENTS	0%	B+	A	B+	B	A-	B
SONIFI Health Interactive Patient Engagement Solutions 87.5 n=25 COMMENTS	0%	A-	A-	B	B+	B+	B+
Avidex TeleHealth Services TigrPX Patient Engagement & Education System 85.7 n=15 COMMENTS	N/A	A	B+	B	B	B+	B
Get Well GetWellNetwork getwell Inpatient 85.3 n=39 COMMENTS	0%	A-	B+	B	B+	A-	C+

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

eVideon Patient Experience Platform * [R] L	94.9	n=14	A+	A+	A	A	A+	A+

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

eVideon Patient Experience Platform * [R] L culture A+ loyalty A+ operations A product A relationship A+ value A+	94.9	n=14

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