Patient Engagement: Value-Based Care

Patient education solutions are an increasing focus for healthcare organizations looking to deliver more patient-centric care, as these solutions provide patients with crucial information to help them navigate diagnoses or upcoming procedures. While some organizations produce their own educational content that is then housed in a vendor’s solution (e.g., portal, interactive patient system), the focus of this report is on patient education vendors who create and deliver content to organizations . Generally, healthcare organizations are satisfied as they feel their vendors offer reliable, digestible content and reduce the operational burden, though the use of multiple solutions is common to meet all needs. This report—KLAS’ first focused on patient education solutions—(1) examines customer satisfaction with patient education vendors and their provided content and (2) shares insights into the patient education market.

As consumerism has increased in the healthcare industry, organizations have used digital rounding solutions to measure and improve patients’ satisfaction during their stays. Although adoption of these solutions slowed during the COVID-19 pandemic, digital rounding is once again gaining momentum as healthcare organizations seek to gain visibility into patient needs and increase the efficiency of nursing workflows. This report examines how well digital rounding vendors provide strong partnership, technology, and training to support outcomes and efficiencies for healthcare customers.

Performance

Healthcare Experience Management 2024

28 June 24 | Adam Cherrington and Spencer Snyder

The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS’ Patient Experience Improvement 2021 report ). Now, with the rise of healthcare consumerism, organizations want to broaden their reach to improve the experience of other stakeholders in the healthcare ecosystem aside from patients, such as family members/caregivers, employees, clinicians, and even potential consumers and patients. As such, this report—focused more holistically on healthcare experience management † —examines customer feedback on how well vendors are developing their offerings to improve the experience of all healthcare stakeholders, not just patients. † KLAS plans to rename our Patient Experience Improvement market segment to Healthcare Experience Management soon after this report’s publication.

To personalize healthcare and prioritize patient preferences, provider organizations often use customer relationship management (CRM) tools, which can effectively organize and present the details of a patient population. Recently, the CRM market has shifted—vendors have entered the market, sensing the opportunity to address organizations’ growing interest in personalizing care and improving their management of patient data, and some of these newer entrants are now on par with seasoned players. This report examines customers’ experiences with three vendors to see how well they partner with customers and deliver strong technology.

Patient Engagement

Preferences

Associated Market Segments

Customer Relationship Management (CRM)

Digital Rounding

Healthcare Experience Management

Interactive Patient Systems

Member Engagement Tools

Patient Communications

Patient Education

Patient Financial Engagement

Patient Intake Management

Patient Portals

Patient Self-Scheduling

Patient-Driven Care Management