2022 Best In KLAS Patient Outreach

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.

Healthcare AI data science solutions are transforming healthcare with the goal of providing better care quality to patients and improving administrative and operational efficiency for clinicians and staff. This report examines HealthTalk A.I.’s AI-assisted patient engagement tool, which aims to improve patients’ access to care and improve communication between healthcare organizations and patients by identifying care gaps, coordinating care, and automating scheduling.

Performance

Telehealth Ecosystem 2021

20 May 21 | Adam Cherrington and Ciera Walker

The COVID-19 pandemic greatly accelerated healthcare delivery organizations’ adoption of telehealth and virtual care technologies. As these organizations scrambled to meet the immediate demand, they quickly implemented solutions that often required few resources and met focused needs. At the same time, vendors quickly pivoted to either develop dedicated telehealth products or add telehealth capabilities to existing offerings, creating a sea of options. This study, along with additional deep-dive content on KLAS’ website , shows which vendors report the broadest telehealth capabilities and aims to help organizations navigate different options as they look to consolidate systems and define their long-term telehealth strategy. For reader ease, links to relevant online content are provided where applicable. Note that the vendor-capability data in this report is based on vendor-reported information.

Company/solution	Overall score	Total evaluations	Trend (2021-2022)	Culture	Loyalty	Operations	Product	Relationship	Value	Censinet assessment

Artera (Well Health) WELL Health WELL	92	n=31	0%	A	A+	A-	A-	A-	A

Upfront PatientBond	91.6	n=25	N/A	A	A	A-	B+	A	A

Health Catalyst Twistle by Health Catalyst Twistle	90.5	n=29	-1%	A	A	B+	B+	A	A-

CipherHealth CipherOutreach	89.4	n=37	0%	A-	A-	A-	B+	A-	A-

Get Well GetWell Loop (HealthLoop)	88.2	n=30	N/A	A-	A-	B+	B	A-	A-

Wolters Kluwer EmmiEngage	88.2	n=31	0%	A	B+	B+	B+	A	B+

Luma Health	86.8	n=28	+3%	A-	A-	B	B+	B	A-

RevSpring : Patient Engagement (Talksoft)	85.8	n=20	-2%	A-	B+	B-	B	B	A-

Relatient Patient Engagement Platform	84.6	n=30	-5%	B	B+	B	B+	B-	B+
	50.0	100.0		*Limited Data

Company/solution	Trend (2021-2022)	Culture	Loyalty	Operations	Product	Relationship	Value

Artera (Well Health) WELL Health WELL 92 n=31 COMMENTS	0%	A	A+	A-	A-	A-	A
Upfront PatientBond 91.6 n=25 COMMENTS	N/A	A	A	A-	B+	A	A
Health Catalyst Twistle by Health Catalyst Twistle 90.5 n=29 COMMENTS	-1%	A	A	B+	B+	A	A-
CipherHealth CipherOutreach 89.4 n=37 COMMENTS	0%	A-	A-	A-	B+	A-	A-
Get Well GetWell Loop (HealthLoop) 88.2 n=30 COMMENTS	N/A	A-	A-	B+	B	A-	A-
Wolters Kluwer EmmiEngage 88.2 n=31 COMMENTS	0%	A	B+	B+	B+	A	B+
Luma Health 86.8 n=28 COMMENTS	+3%	A-	A-	B	B+	B	A-
RevSpring : Patient Engagement (Talksoft) 85.8 n=20 COMMENTS	-2%	A-	B+	B-	B	B	A-
Relatient Patient Engagement Platform 84.6 n=30 COMMENTS	-5%	B	B+	B	B+	B-	B+

Company/solution	Overall performance score	Total evaluations	Culture	Loyalty	Operations	Product	Relationship	Value	Censinet assessment

IBM Watson Health Outreach (Phytel) * L	81.2	n=8	C+	B	B+	B-	B-	B-

Klara [NR]	92.7	n=21	A+	A+	A-	A-	A-	A

SR Health by Solutionreach SR Health Platform * L	84.1	n=9	B	B+	B-	B-	B	A-

TeleVox (Intrado) Intrado House Calls Pro * L	88.8	n=7	B	A	B+	A-	B-	A

Upfront * L	88.9	n=13	A	A-	B+	B	A+	A-

Veradigm (formerly Allscripts) Allscripts FollowMyHealth Mobile Patient Experience (HealthGrid) * L	71.5	n=6	D+	C	B	C-	C+	D

Wellbe * L	94.3	n=7	A	A+	A	A	A+	A

Company/solution	Overall performance score	Total evaluations

IBM Watson Health Outreach (Phytel) * L culture C+ loyalty B operations B+ product B- relationship B- value B-	81.2	n=8

Klara [NR] culture A+ loyalty A+ operations A- product A- relationship A- value A	92.7	n=21

SR Health by Solutionreach SR Health Platform * L culture B loyalty B+ operations B- product B- relationship B value A-	84.1	n=9

TeleVox (Intrado) Intrado House Calls Pro * L culture B loyalty A operations B+ product A- relationship B- value A	88.8	n=7

Upfront * L culture A loyalty A- operations B+ product B relationship A+ value A-	88.9	n=13

Veradigm (formerly Allscripts) Allscripts FollowMyHealth Mobile Patient Experience (HealthGrid) * L culture D+ loyalty C operations B product C- relationship C+ value D	71.5	n=6

Wellbe * L culture A loyalty A+ operations A product A relationship A+ value A	94.3	n=7

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