2022 Best In KLAS Virtual Care Platforms (Non-EMR)

Virtual sitting and virtual nursing solutions are receiving attention from healthcare organizations. Although the use of virtual nursing especially is not yet widespread, and although both use cases often require a significant up-front investment in equipment, organizations are interested in their potential to improve patient outcomes, alleviate staffing shortages, and reduce costs. This report—KLAS’ first about virtual sitting and nursing—is an early look at customer experiences and the positive outcomes (clinical, financial, and operational) organizations are seeing in this space. Broad market insights are also shared. KLAS will continue collecting data on virtual sitting and nursing software and share insights as the market grows.

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.

An immediate necessity during the pandemic, telehealth has become a common strategy for delivering convenient healthcare, connecting more quickly with specialists, working with interpreters, and more. As organizations settle into their go-forward strategies, top of mind are use-case expansion, tech-stack consolidation, and integration. There are many options for delivering telehealth, including virtual care platforms, video conferencing solutions (healthcare-focused and cross-industry), and EMR-based tools. This report focuses on market trends across the solution options and examines the factors driving purchase decisions and replacements.

Performance

Telehealth Performance 2022

07 July 22 | Ciera Walker and Schafer Jackson

At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective ), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.

Company/solution	Overall performance score (100-point scale)	Total evaluations	Trend (2021-2022)	Culture	Loyalty	Operations	Product	Relationship	Value

Caregility Platform	90.2	n=32	-2%	A-	A	A-	A-	A-	A

Access TeleCare SOC Telemed Telemed IQ	86.5	n=27	N/A	B+	B+	B	B+	B+	A-

Teladoc Health Virtual Care Platform (InTouch)	83.3	n=39	-2%	B	B+	B	B	B+	C+

Updox Telehealth	82.9	n=31	N/A	B+	B	B	B	B-	B

MDLIVE Virtual Visits	77.7	n=15	-1%	B	B-	B-	C	C	B-

Amwell Platform	76.2	n=42	+4%	C	C+	B-	C+	C+	C+
	50.0	100.0

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

Caregility Platform 90.2 n=32 COMMENTS	-2%	A-	A	A-	A-	A-	A
Access TeleCare SOC Telemed Telemed IQ 86.5 n=27 COMMENTS	N/A	B+	B+	B	B+	B+	A-
Teladoc Health Virtual Care Platform (InTouch) 83.3 n=39 COMMENTS	-2%	B	B+	B	B	B+	C+
Updox Telehealth 82.9 n=31 COMMENTS	N/A	B+	B	B	B	B-	B
MDLIVE Virtual Visits 77.7 n=15 COMMENTS	-1%	B	B-	B-	C	C	B-
Amwell Platform 76.2 n=42 COMMENTS	+4%	C	C+	B-	C+	C+	C+

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

Andor Health ThinkAndor * [NR] L	87	n=6	B	B+	B	B+	A-	A-

Bright.md * [C] L C	85.9	n=16	A-	B+	B+	B	A-	B-

Martti by Uphealth Martti Telehealth * L	89	n=9	B+	A-	A-	B+	A-	A-

Mend * L	75	n=12	C	C	C+	C	B	C

swyMed Telemedicine * L	95.1	n=8	A	A+	A-	A	A+	A+

Teladoc Health Licensed Platform * L	85.1	n=11	B	A-	B+	B+	A-	B-

ViTel Net vCareCommand *	93	n=6	A	A+	B+	A-	A+	A

VSee Simple Health *	83.9	n=9	A	B	B	B	C+	B+

Zipnosis *	85.8	n=12	A-	A-	A-	B	B	B-

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

Andor Health ThinkAndor * [NR] L culture B loyalty B+ operations B product B+ relationship A- value A-	87	n=6

Bright.md * [C] L C culture A- loyalty B+ operations B+ product B relationship A- value B-	85.9	n=16

Martti by Uphealth Martti Telehealth * L culture B+ loyalty A- operations A- product B+ relationship A- value A-	89	n=9

Mend * L culture C loyalty C operations C+ product C relationship B value C	75	n=12

swyMed Telemedicine * L culture A loyalty A+ operations A- product A relationship A+ value A+	95.1	n=8

Teladoc Health Licensed Platform * L culture B loyalty A- operations B+ product B+ relationship A- value B-	85.1	n=11

ViTel Net vCareCommand * culture A loyalty A+ operations B+ product A- relationship A+ value A	93	n=6

VSee Simple Health * culture A loyalty B operations B product B relationship C+ value B+	83.9	n=9

Zipnosis * culture A- loyalty A- operations A- product B relationship B value B-	85.8	n=12

Virtual Care Platforms (Non-EMR)

Past Virtual Care Platforms (Non-EMR) Awards

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