2021 Best In KLAS Patient Flow

Perception

Healthcare Operations Command Center Ecosystem 2021

05 August 21 | Emily Paxman, Jennifer Hickenlooper and Niel Oscarson

Implementations of healthcare operations command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. KLAS’ research shows commandcenters can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction (highlighted explicitly by providers during the pandemic). This study (1) introduces the healthcare operations command center ecosystem —a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors’ stated offerings match up to that framework and providers’ needs, and (2) shares critical insights and best practices from providers and vendors regarding what it takes to successfully implement and optimize a command center. For some areas detailed in this report, KLAS already measures vendor performance, and links to that content are provided where applicable. However, note that information about vendors in this report is based mainly on vendor-reported information. Future research will further validate capabilities and dive deeper into vendor performance.

Company/solution	Overall performance score (100-point scale)	Total evaluations	Trend (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value

Epic Grand Central Patient Flow (full suite)	91.6	n=32	0%	A-	A+	A-	A-	A	A

TeleTracking Capacity Management Suite	86.5	n=38	0%	B	A-	B+	B	B+	A-
	50.0	100.0

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

Epic Grand Central Patient Flow (full suite) 91.6 n=32 COMMENTS	0%	A-	A+	A-	A-	A	A
TeleTracking Capacity Management Suite 86.5 n=38 COMMENTS	0%	B	A-	B+	B	B+	A-

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

ABOUT Healthcare Central Logic Transfer Center [C] C	85.5	n=19	B+	A-	B	B+	B	B

HealthStream Enterprise Visibility (formerly Change Healthcare) * L	78.7	n=13	B	B-	B	B-	C-	C

Oracle Health Cerner CareAware Patient Flow * L	84.2	n=7	B	B+	C+	B+	A	B-

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

ABOUT Healthcare Central Logic Transfer Center [C] C culture B+ loyalty A- operations B product B+ relationship B value B	85.5	n=19

HealthStream Enterprise Visibility (formerly Change Healthcare) * L culture B loyalty B- operations B product B- relationship C- value C	78.7	n=13

Oracle Health Cerner CareAware Patient Flow * L culture B loyalty B+ operations C+ product B+ relationship A value B-	84.2	n=7

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