2022 Best In KLAS PACS - Global 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.

Imaging AI solutions are some of the most widely used AI technologies in healthcare, as organizations want to reduce reporting turnaround time for patients and achieve greater efficiency overall. Over the last few years, imaging AI adoption has risen dramatically, with nearly 50% of the organizations interviewed by KLAS worldwide (excluding the US) now using at least one solution. There is a vast array of solutions with numerous use cases (not just research), and collectively, organizations report using a staggering 108 different AI vendors. To better understand the prevalence of imaging AI adoption, KLAS interviewed 369 organizations across Asia/Oceania, Canada, Europe, Latin America, and the Middle East/Africa. This report draws on their insights to share an early look at which solutions stand out in a crowded marketplace and what types of solutions are being used (i.e., pixel AI, operational/reporting AI, AI platform). Of note, the report does not explore customer satisfaction with AI solutions; KLAS intends to address this in future research.

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

Sectra PACS (Non-US)	84.2	-8%	n=10	B	A-	B	B	C+	B-

Intelerad IntelePACS (Non-US)	77.9	-8%	n=8	B-	B-	B-	B-	C-	C+

Philips Vue PACS (Non-US) (Carestream)	70.8	-11%	n=6	D+	B-	C	C	F	D+
	0.0	100.0

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