2023 Best In KLAS Patient Communications

As the digital landscape grows in healthcare and other industries, patients are expecting more seamless and convenient access to healthcare and therefore report that self-scheduling is one of their top healthcare engagement priorities . Provider organizations are responding by offering patient self-scheduling functionality to both increase patient convenience and reduce staff burden. This report focuses on five standalone patient self-scheduling solutions to understand their ease of use, why they were chosen over other types of solutions (e.g., EHR functionality), and whether they are worth the money. Additional insights about the broader patient self-scheduling market are also included.

In an increasingly digital world, the healthcare industry continues to face increased costs and labor shortages. Patient engagement technology is top of mind for healthcare organizations as they work to improve the overall patient experience, increase volumes, cut costs, and create more provider efficiencies. In collaboration with Bain & Company , KLAS recently identified patient engagement as a top-three priority for healthcare investment. For this report, KLAS engaged with executives from 93 unique healthcare organizations to better understand perceptions of the patient engagement market, including strategies for addressing challenges and goals today, which vendors are most aligned with provider goals, and future plans for investment to improve patient engagement.

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.

Telehealth and remote patient monitoring (RPM) solutions have grown in adoption, giving providers new ways to deliver more flexible care. While telehealth adoption especially was initially spurred by COVID-19, energy in both areas continues because of factors like value-based care, staffing shortages, and the desire to make care delivery more flexible and strategic. This report examines the broad ecosystem of telehealth and RPM technology—specifically, vendor-reported breadth and depth of adoption by their provider organization customers.

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

CipherHealth CipherOutreach	89.8	n=24	0%	A-	A	B+	B+	A-	A

RevSpring Talksoft Patient Engagement	88.5	n=20	+3%	A-	A-	B+	A-	A-	B+

Upfront PatientBond	88.5	n=26	-3%	A-	A-	B+	B+	A-	A-

Artera (WELL Health) Artera	87.3	n=24	-5%	B+	B+	B+	B	A-	A-

Luma Health Luma Health	85.7	n=42	-1%	B	A-	B	B+	B+	B+

TeleVox (Intrado) HouseCalls Pro	79.7	n=23	N/A	C+	C+	B-	B	B-	B+

Relatient Patient Engagement Platform	79.1	n=31	-7%	C	B-	B	B-	C+	B
	50.0	100.0

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

CipherHealth CipherOutreach 89.8 n=24 COMMENTS	0%	A-	A	B+	B+	A-	A
RevSpring Talksoft Patient Engagement 88.5 n=20 COMMENTS	+3%	A-	A-	B+	A-	A-	B+
Upfront PatientBond 88.5 n=26	-3%	A-	A-	B+	B+	A-	A-
Artera (WELL Health) Artera 87.3 n=24 COMMENTS	-5%	B+	B+	B+	B	A-	A-
Luma Health Luma Health 85.7 n=42 COMMENTS	-1%	B	A-	B	B+	B+	B+
TeleVox (Intrado) HouseCalls Pro 79.7 n=23 COMMENTS	N/A	C+	C+	B-	B	B-	B+
Relatient Patient Engagement Platform 79.1 n=31 COMMENTS	-7%	C	B-	B	B-	C+	B

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

HealthTalk A.I. * L	97.1	n=7	A+	--	A	A	A+	A+

Klara * L	92.5	n=10	A	A+	B+	A-	A	A

PerfectServe Patient & Family Communication (CareWire) * L	91.4	n=8	A	A+	B+	A-	A-	A

Upfront * L	92.6	n=8	A+	A+	A-	B	A+	A

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

HealthTalk A.I. * L culture A+ loyalty -- operations A product A relationship A+ value A+	97.1	n=7

Klara * L culture A loyalty A+ operations B+ product A- relationship A value A	92.5	n=10

PerfectServe Patient & Family Communication (CareWire) * L culture A loyalty A+ operations B+ product A- relationship A- value A	91.4	n=8

Upfront * L culture A+ loyalty A+ operations A- product B relationship A+ value A	92.6	n=8

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