2023 Best In KLAS Virtual Care Platforms (Non-EMR)

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.

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.

Company/solution	Overall performance score (100-point scale)	Total evaluations	Trend (2022-2023)	Culture	Loyalty	Operations	Product	Relationship	Value

Caregility Cloud	82.5	n=28	-9%	C+	B+	B	B-	B+	B

Teladoc Health Virtual Care Platform (InTouch)	81.3	n=31	-2%	B-	B	B	B	B-	C+

Access TeleCare Telemedicine	80.1	n=15	-7%	B	B-	B	B	B-	C+

Amwell Platform	70.3	n=54	-8%	D+	C-	C	C-	C	C
	50.0	100.0

Company/solution	Trend (2022-2023)	Culture	Loyalty	Operations	Product	Relationship	Value

Caregility Cloud 82.5 n=28 COMMENTS	-9%	C+	B+	B	B-	B+	B
Teladoc Health Virtual Care Platform (InTouch) 81.3 n=31 COMMENTS	-2%	B-	B	B	B	B-	C+
Access TeleCare Telemedicine 80.1 n=15 COMMENTS	-7%	B	B-	B	B	B-	C+
Amwell Platform 70.3 n=54 COMMENTS	-8%	D+	C-	C	C-	C	C

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

Andor Health ThinkAndor * L	80.7	n=9	C	B-	B	B	B	B+

Bright.md * [C] L C	81.6	n=7	A-	B-	B	B-	B+	C

MDLIVE Virtual Visits * L	71	n=9	D+	C	B-	D+	D	C+

Mend * L	76.5	n=10	B	D+	C+	C-	B+	B+

swyMed Telemedicine * L	90.6	n=6	A-	A	B	A-	A-	A

Teladoc Health Licensed Platform * L	83.9	n=14	B-	B+	A-	B	B+	B-

VSee Simple Health * L	81.7	n=7	B+	B-	C+	B+	C+	A

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

Andor Health ThinkAndor * L culture C loyalty B- operations B product B relationship B value B+	80.7	n=9

Bright.md * [C] L C culture A- loyalty B- operations B product B- relationship B+ value C	81.6	n=7

MDLIVE Virtual Visits * L culture D+ loyalty C operations B- product D+ relationship D value C+	71	n=9

Mend * L culture B loyalty D+ operations C+ product C- relationship B+ value B+	76.5	n=10

swyMed Telemedicine * L culture A- loyalty A operations B product A- relationship A- value A	90.6	n=6

Teladoc Health Licensed Platform * L culture B- loyalty B+ operations A- product B relationship B+ value B-	83.9	n=14

VSee Simple Health * L culture B+ loyalty B- operations C+ product B+ relationship C+ value A	81.7	n=7

Virtual Care Platforms (Non-EMR)

Past Virtual Care Platforms (Non-EMR) Awards

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