2023 Best In KLAS PACS Large

The US PACS market is poised for change. Several vendors have made or undergone acquisitions, and some vendors have large customer bases still on legacy solutions. Over 30% of the 368 organizations interviewed for this report are at risk of replacing their current vendor, and organizations are looking for vendor partners to advance their enterprise imaging strategies. Further, industry-wide staff shortages have led to support and innovation challenges among PACS vendors. This report examines how these vendors have addressed this shifting market’s challenges and met the needs of customers with large volumes (300,000+ studies per year) and small/midsize volumes (<300,000 studies per year).

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.

Company/solution	Overall performance score (100-point scale)	Total evaluations	Trend (2022-2023)	Culture	Loyalty	Operations	Product	Relationship	Value

Sectra PACS	87.1	n=34	-2%	B+	A	B+	B+	B	B

Merative (formerly IBM) Merge PACS	84.5	n=25	+3%	B	A-	B+	B	B+	B-

Change Healthcare Radiology Solutions	80.3	n=21	0%	B+	B-	B	B	B-	C-

Fujifilm Synapse	78.5	n=28	-7%	C-	B-	B-	B-	B	B

AGFA HealthCare Agfa HealthCare Enterprise Imaging for Radiology	75.6	n=20	N/A	C+	C	C+	C+	B	C

GE HealthCare Centricity PACS	60.4	n=25	+3%	D-	F	D	D	C	D-
	50.0	100.0

Company/solution	Trend (2022-2023)	Culture	Loyalty	Operations	Product	Relationship	Value

Sectra PACS 87.1 n=34 COMMENTS	-2%	B+	A	B+	B+	B	B
Merative (formerly IBM) Merge PACS 84.5 n=25 COMMENTS	+3%	B	A-	B+	B	B+	B-
Change Healthcare Radiology Solutions 80.3 n=21 COMMENTS	0%	B+	B-	B	B	B-	C-
Fujifilm Synapse 78.5 n=28 COMMENTS	-7%	C-	B-	B-	B-	B	B
AGFA HealthCare Agfa HealthCare Enterprise Imaging for Radiology 75.6 n=20 COMMENTS	N/A	C+	C	C+	C+	B	C
GE HealthCare Centricity PACS 60.4 n=25 COMMENTS	+3%	D-	F	D	D	C	D-

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

AGFA HealthCare Agfa HealthCare IMPAX * [NP] L NP	65.8	n=7	C+	F	C-	C	C-	D+

INFINITT PACS * L	87.9	n=8	B	A	B-	A	B	A+

Intelerad IntelePACS * L	64	n=16	D+	D	C	D	D	F

Philips Image Management Vue PACS (Carestream) * L	78.8	n=18	C+	C+	B-	B-	B-	B-

Philips IntelliSpace PACS [NP] NP	60.5	n=24	F	F	C-	D	D+	D+

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

AGFA HealthCare Agfa HealthCare IMPAX * [NP] L NP culture C+ loyalty F operations C- product C relationship C- value D+	65.8	n=7

INFINITT PACS * L culture B loyalty A operations B- product A relationship B value A+	87.9	n=8

Intelerad IntelePACS * L culture D+ loyalty D operations C product D relationship D value F	64	n=16

Philips Image Management Vue PACS (Carestream) * L culture C+ loyalty C+ operations B- product B- relationship B- value B-	78.8	n=18

Philips IntelliSpace PACS [NP] NP culture F loyalty F operations C- product D relationship D+ value D+	60.5	n=24

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