2021 Best In KLAS PACS Large

Many healthcare organizations are working to expand and mature their enterprise imaging (EI) strategies to bring together more facilities and service lines. At the same time, both vendors and healthcare organizations are experiencing staffing and budget constraints, leading to a host of financial and operational difficulties. In this environment, some vendors are surmounting challenges and providing the partnership and innovation customers need, while others are struggling to deliver consistently. This report provides an update on vendor performance, based on perspectives from 178 organizations live with EI.

In January 2021, Optum announced their intentions to acquire Change Healthcare. The merger remains unfinalized, however, as the US Department of Justice blocked the deal in February 2022 due to anticompetition concerns—such a merger would give UnitedHealth Group, Optum’s parent company and the nation’s largest insurer, access to rivals’ sensitive data. The legal proceeding is ongoing and scheduled to go to trial August 1, 2022. This report shares Optum and Change Healthcare customers’ reactions to the merger and their perceptions of its impact. Between March 2021 and April 2022, KLAS interviewed 48 individuals from 46 unique organizations; of these respondents, 9% are Optum customers, 56% are Change Healthcare customers, and 35% are customers of both vendors.

Performance

Imaging in the Cloud 2021

09 November 21 | Monique Rasband and Sidney Tate

Cloud-based technology is quickly gaining momentum among provider organizations, particularly for imaging solutions. To get an early look at the reality of cloud-based imaging and the vendors best positioned to help organizations transition to the cloud, KLAS interviewed 37 organizations that have adopted imaging technology hosted by their vendor in the cloud (i.e., the organizations are leveraging the public or private cloud to operate or store imaging solutions and/or data); of this group, 20 are doing primary PACS production in the cloud. These organizations almost unanimously report positive experiences. Most have successfully transitioned to the cloud and are seeing beneficial outcomes—e.g., decreased IT burden and improved security. Because of the early nature of this market, all vendor performance data is limited (see the About This Report section). This research is also specific to the United States.

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 (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value	Censinet assessment

Sectra PACS	90	n=28	0%	A	A	A-	A-	A	B

Intelerad IntelePACS (Mostly Imaging Centers)	83	n=19	0%	C+	B+	B+	B	B-	B

Merative (formerly IBM) IBM Watson Health Merge PACS	79.7	n=27	0%	B-	B	B-	B	B-	C

Change Healthcare Radiology Solutions	77.2	n=21	0%	C+	B-	B-	B-	C+	C

Fujifilm Synapse	76.8	n=23	0%	D+	B	C+	C+	C+	B-

Philips IntelliSpace PACS	72.1	n=25	0%	D	C	C	C+	C	C

GE Healthcare Centricity PACS	60.4	n=30	0%	F	F	D+	D	C	F
	50.0	100.0		*Limited Data

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

Sectra PACS 90 n=28 COMMENTS	0%	A	A	A-	A-	A	B
Intelerad IntelePACS (Mostly Imaging Centers) 83 n=19 COMMENTS	0%	C+	B+	B+	B	B-	B
Merative (formerly IBM) IBM Watson Health Merge PACS 79.7 n=27 COMMENTS	0%	B-	B	B-	B	B-	C
Change Healthcare Radiology Solutions 77.2 n=21 COMMENTS	0%	C+	B-	B-	B-	C+	C
Fujifilm Synapse 76.8 n=23 COMMENTS	0%	D+	B	C+	C+	C+	B-
Philips IntelliSpace PACS 72.1 n=25 COMMENTS	0%	D	C	C	C+	C	C
GE Healthcare Centricity PACS 60.4 n=30 COMMENTS	0%	F	F	D+	D	C	F

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

Agfa HealthCare Enterprise Imaging for Radiology * L	71.8	n=9	C-	C-	B-	C+	C-	D+

Agfa HealthCare IMPAX * L NP	64.4	n=13	D+	F	C-	C-	C-	C-

INFINITT PACS * L	91.9	n=9	A	A+	A-	A-	B+	A+

Philips Vue PACS (Carestream) * L	77.2	n=8	D+	B	B-	B	C+	C-

Company/solution	Overall performance score	Total evaluations

Agfa HealthCare Enterprise Imaging for Radiology * L culture C- loyalty C- operations B- product C+ relationship C- value D+	71.8	n=9

Agfa HealthCare IMPAX * L NP culture D+ loyalty F operations C- product C- relationship C- value C-	64.4	n=13

INFINITT PACS * L culture A loyalty A+ operations A- product A- relationship B+ value A+	91.9	n=9

Philips Vue PACS (Carestream) * L culture D+ loyalty B operations B- product B relationship C+ value C-	77.2	n=8

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