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

At the onset of the COVID-19 pandemic, provider organizations around the world adopted telehealth technology or greatly expanded its use seemingly overnight in order to keep patients and healthcare staff safe while still in communication. Since then, virtual visits have become a mainstay in the Middle East, as in other regions. All interviewed customers in the Middle East report high satisfaction with their virtual visit technology (either virtual care or video conferencing platforms), though specifics of the customer experience do vary across vendors. This telehealth report—KLAS’ first to focus on a specific region outside the US—examines how non-EMR-affiliated virtual visit solutions differ across key metrics (including product usability, implementation and training, and vendor partnership) and also summarizes common EMR vendors and their approaches to virtual visits.

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.

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.

As telehealth strategies mature beyond virtual visits, providers are looking for a virtual care platform that will allow them to interoperate with solutions like remote patient monitoring, interpretive services, imaging, and the EMR to make data more accessible and improve outcomes. Since clinical workflows are unique to each service line, the platform needs to be configurable and scalable to meet the needs of each organization. ViTel Net vCareCommand is a platform that allows healthcare organizations to connect the aforementioned solutions while configuring a specific workflow for each service line. The aim of this report is to validate the configured workflows, interoperability, and outcomes achieved by healthcare organizations using the ViTel Net platform.

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

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		*Limited Data

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	Total evaluations	Culture	Loyalty	Operations	Product	Relationship	Value	Censinet assessment

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

Bluestream Health Bluestream * L	82.3	n=7	C+	B	C+	B	B+	B

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	Total evaluations

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

Bluestream Health Bluestream * L culture C+ loyalty B operations C+ product B relationship B+ value B	82.3	n=7

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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