2022 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 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.

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 score	Total evaluations	Trend (2021-2022)	Culture	Loyalty	Operations	Product	Relationship	Value

pCare	90.1	n=30	-3%	A-	A	A	A-	A	B+

Epic MyChart Bedside	88.9	n=24	+1%	A-	A	B	B+	A	B

Avidex (TeleHealth Services) TeleHealth Services TigrPX Patient Engagement & Education System	87.7	n=22	+2%	A-	A-	B+	B+	A-	B+

SONIFI Health Interactive Patient Engagement Solutions	86.3	n=23	-1%	A-	B+	B	B	B+	B+

Get Well GetWell Inpatient	84.2	n=42	-1%	B+	B+	B	B	B+	B-
	50.0	100.0		*Limited Data

Company/solution	Trend (2021-2022)	Culture	Loyalty	Operations	Product	Relationship	Value

pCare 90.1 n=30 COMMENTS	-3%	A-	A	A	A-	A	B+
Epic MyChart Bedside 88.9 n=24 COMMENTS	+1%	A-	A	B	B+	A	B
Avidex (TeleHealth Services) TeleHealth Services TigrPX Patient Engagement & Education System 87.7 n=22 COMMENTS	+2%	A-	A-	B+	B+	A-	B+
SONIFI Health Interactive Patient Engagement Solutions 86.3 n=23 COMMENTS	-1%	A-	B+	B	B	B+	B+
Get Well GetWell Inpatient 84.2 n=42 COMMENTS	-1%	B+	B+	B	B	B+	B-

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

eVideon Patient Experience Platform * L	94.7	n=15	A+	A+	A	A-	A+	A+

Company/solution	Overall performance score	Total evaluations

eVideon Patient Experience Platform * L culture A+ loyalty A+ operations A product A- relationship A+ value A+	94.7	n=15

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