2023 Best In KLAS Patient Experience Improvement

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.

Provider organizations’ efforts to improve the patient experience have typically relied on standardized, retrospective benchmarking data (predominantly from the CMS-regulated CAHPS survey). However, to really amplify the voice of the patient and meet the rising demands of healthcare consumerism, organizations also need customizable tools that allow them to respond to patient feedback in real time and quickly identify service-recovery options. This report examines the opportunity that exists for the industry to augment a CAHPS-centric approach with more customizable capabilities.

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

NRC Health NRC Health	85.6	n=51	-1%	B+	B+	B	B	B+	B+

Press Ganey Patient Experience	81.3	n=34	-10%	B-	B-	B-	B	B+	B-
	50.0	100.0

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

NRC Health NRC Health 85.6 n=51 COMMENTS	-1%	B+	B+	B	B	B+	B+
Press Ganey Patient Experience 81.3 n=34 COMMENTS	-10%	B-	B-	B-	B	B+	B-

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

Feedtrail Healthcare XM * L	94.6	n=13	A+	A+	A	A	A+	A+

Quality Reviews Q-Reviews * L	91.7	n=10	A	A+	A-	B+	A-	A

Qualtrics Experience Management (XM) Platform * L	88.7	n=13	B+	A	B+	A-	A	B

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

Feedtrail Healthcare XM * L culture A+ loyalty A+ operations A product A relationship A+ value A+	94.6	n=13

Quality Reviews Q-Reviews * L culture A loyalty A+ operations A- product B+ relationship A- value A	91.7	n=10

Qualtrics Experience Management (XM) Platform * L culture B+ loyalty A operations B+ product A- relationship A value B	88.7	n=13

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