2023 Best In KLAS Patient-Driven Care Management

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.

Patient-driven care management solutions have the potential to improve the overall quality of patient care and to drive outcomes by enabling clinicians to monitor and stay connected with patients across their healthcare journey—including before, during, and after hospitalization. This report seeks to validate the experiences of customers (both US and non-US) with SeamlessMD’s digital patient engagement platform.

As patients’ expectations have evolved and provider organizations’ technology has matured, the need for quick, easy, ongoing patient/provider communication has become even more prevalent. It is often no longer sufficient to merely push communications to patients (e.g., appointment reminders). This study examines and defines the current landscape of patient communications solutions—including how they are used; how easy they are to set up, customize, and use on an ongoing basis; and what outcomes they are helping organizations to achieve.

The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective , we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.

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

Wolters Kluwer Emmi	86.1	-2%	n=28	A-	B+	B+	B	A-	B

Get Well GetWell Loop (HealthLoop)	85.7	-3%	n=20	B	A-	B+	B	B	B+

Health Catalyst Twistle by Health Catalyst	82.6	-9%	n=25	B	B-	B	B-	A-	B+
	50.0	100.0

	Overall Performance Score (100-point scale)	Total evaluations	Culture	Loyalty	Operations	Product	Relationship	Value

Carium L	89.9	n=14	A-	A	A-	B	A	A-

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