2022 Best In KLAS Patient Outreach

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.

Administrative staff at healthcare organizations need to effectively facilitate and coordinate care for patients and guide them through their healthcare journey. Effective administrative communication can improve the overall patient experience and simultaneously free up clinicians so they can focus on providing quality care. This report offers a first look at Rhinogram, a solution intended to deliver administrative communication to patients through text messaging, live video consults, social media messaging, website messaging, and contactless payment options.

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.

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

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	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

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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