2022 Best In KLAS Interactive Patient Systems

Performance

Patient Experience Improvement 2021

02 December 21 | Adam Cherrington, Ciera Walker and Tyler Sycamore

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.

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 (2021-2022)	Culture	Loyalty	Operations	Product	Relationship	Value	Censinet assessment

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	Censinet assessment

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

Interactive Patient Systems

Past Interactive Patient Systems Awards

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