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TrakCare EPR (Global) Commentary
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Everton Santos
SRU Manager
KLAS SRU Manager - Everton Santos
 
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User Commentary

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Director

Relationship, Product

A needs analysis in the study phase is lacking. Subsequent support is lacking, or our needs are...

Jul 2024
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Director

Product

There is nothing we like about the product. Everything needs to be improved or discontinued. I am...

Jul 2024
||
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Director

Relationship

InterSystems tried to adapt TrakCare EPR as much as possible to our needs. We really worked together...

Jul 2024
||
(0)
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Director

Loyalty, Product

In short-stay follow-up, patients are in the hospital for a few days to a couple of weeks, and then...

Jul 2024
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Director

Product

There are problems that InterSystems is already well aware of in terms of discharge prescriptions...

Jul 2024
||
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Director

Product

TrakCare EPR is pretty easy. Compared to our previous system, TrakCare EPR is much easier to...

Jul 2024
||
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Director

Product

TrakCare EPR works a lot with structured data questionnaires. The system is very segmented, but we...

Jul 2024
||
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Director

Culture, Loyalty, Operations

We got off to an extremely complicated start with InterSystems. We were presented with a piece of...

Jul 2024
||
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Director

Product

There are two tools in TrakCare EPR. There is the patient file, and there is the whole planning...

Jul 2024
||
(0)
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Director

Operations

We are having difficulty actually training users who don't know TrakCare EPR, but I don't know...

Jul 2024
||
(0)
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Director

Loyalty, Product

We are missing half of TrakCare EPR. It doesn't work all the way. TrakCare EPR and our other system...

Jul 2024
||
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Director

Product

The stability of TrakCare EPR will depend quite a lot on both the computer tool and the network that...

Jul 2024
||
(0)
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Director

Loyalty, Value

We were told about developments, such as the potential arrival of artificial intelligence technology...

Jul 2024
||
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Director

Loyalty

Today, my likelihood of recommending TrakCare EPR is slightly higher than the middle of the road...

Jul 2024
||
(0)
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CIO

Loyalty, Relationship

We chose InterSystems' product because we think it is a solution that can evolve, and we have worked...

Jul 2024
||
(0)
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CIO

Culture, Value

Since we have signed a specific contract with InterSystems, we don’t have to pay extra for certain...

Jul 2024
||
(0)
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CIO

Operations

Changing applications is always complex, and we have had some turnover with our employees. Training...

Jul 2024
||
(0)
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CIO

Loyalty

I have heard that there will be AI in TrakCare EPR by next year, and that could be very interesting.

Jul 2024
||
(0)
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CIO

Relationship, Product

The tool that InterSystems has for making service requests is not very ergonomic or user friendly.

Jul 2024
||
(0)
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CIO

Value

TrakCare EPR is pretty good, but InterSystems' costs are still very high for medium-sized...

Jul 2024
||
(0)
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CIO

Loyalty, Operations, Product

There are a lot of things in TrakCare EPR that we have to adapt because of our type of facility. For...

Jul 2024
||
(0)
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CIO

Operations, Product

The problem with the solution's installation is this product is upgraded under older versions where...

Jul 2024
||
(0)
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Manager

Relationship

InterSystems has a lot of specialists in different areas. They have lots of people that we can rely...

Jun 2024
||
(0)
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Manager

Relationship, Product

InterSystems doesn’t keep all their promises. I think all suppliers are like that. They can't give...

Jun 2024
||
(0)
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Manager

Loyalty

We do hope to have an approach where every board in our region uses the same version of TrakCare EPR...

Jun 2024
||
(0)
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Manager

Loyalty, Product

The system is very stable, especially now that we have moved to the vendor's data centers. In terms...

Jun 2024
||
(0)
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Manager

Operations

InterSystems needs to offer more training. We had training recently, and that was the first training...

Jun 2024
||
(0)
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Manager

Relationship, Product

We have had a number of issues with the fixes or patches InterSystems gives us quite often...

May 2024
||
(0)
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Manager

Culture

InterSystems always seems to be coming up with new stuff. I have seen that at the annual...

May 2024
||
(0)
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Manager

Relationship

InterSystems must have some sort of internal red tape that stops them from being as flexible as...

May 2024
||
(0)
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Manager

Value

InterSystems seems to charge for an awful lot of stuff that I would expect to be part of the support...

May 2024
||
(0)
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Manager

Relationship

I would like to see more proactive engagement and generic support from InterSystems. I make a point...

May 2024
||
(0)
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Manager

Culture, Loyalty

From the sales pitch and marketing, TrakCare EPR seems to do what we want for sure, and if we had...

May 2024
||
(0)
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Manager

Relationship, Product

InterSystems is very much on top of what is required for our country, and they meet those needs very...

May 2024
||
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Manager

Product

The interface looks quite nice. I have seen much worse. In terms of the feedback we have had from...

May 2024
||
(0)
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Manager

Relationship

Generally, InterSystems’ support is quite good, but there are situations where the support people...

May 2024
||
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Manager

Relationship

InterSystems is not as proactive as I want them to be. The alerting process is simple. We just tag...

May 2024
||
(0)
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Manager

Relationship

Our biggest gripe with InterSystems is they never update tickets quick enough. Having them update...

May 2024
||
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Manager

Relationship

I have several full-timers who work on supporting TrakCare EPR, and it never seems that those people...

May 2024
||
(0)
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Manager

Relationship

I don't directly go to the top of the shop at InterSystems, but I know who to go to at the right...

May 2024
||
(0)
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Manager

Relationship

InterSystems is pretty good at getting involved in some of the things we want to do and helping us...

May 2024
||
(0)
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Manager

Operations

We had a training session with InterSystems, and we had to request it. We wanted to get a refresher...

May 2024
||
(0)
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Manager

Operations

I would like to see more technical training from InterSystems. They need a training team spin-off...

May 2024
||
(0)
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Manager

Operations

InterSystems' training was done well. There was superuser training for our project team, and then...

Feb 2024
||
(0)
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Manager

Product, Value

InterSystems' integration goals are fairly clear in terms of what the vendor supports with third...

Feb 2024
||
(0)
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Manager

Loyalty, Product

InterSystems' new design of their mobile-enabled user interface is much more modern, but our users...

Feb 2024
||
(0)
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Manager

Relationship, Product

InterSystems is trying to engage with clinical customers, but that process is very different for...

Feb 2024
||
(0)
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Manager

Relationship

In an emergency, the vendor's support is very good. We would want them beside us in a crisis. The...

Feb 2024
||
(0)
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Manager

Relationship

The vendor's ongoing web support is less timely than we would like it to be. There are times when...

Feb 2024
||
(0)
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Manager

Relationship

We have an account manager who we are very engaged with. However, it is difficult for us to get...

Feb 2024
||
(0)
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Manager

Relationship, Value

InterSystems isn't driving tangible outcomes for us. We have to do the driving there. InterSystems...

Feb 2024
||
(0)
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Manager

Operations

InterSystems had a bit of a change of approach with implementations, and instead of using their...

Feb 2024
||
(0)
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Manager

Operations

InterSystems' training was in person, but there was a lack of properly documented training materials...

Feb 2024
||
(0)
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Manager

Loyalty

Our needs keep changing, so we have some sympathy for InterSystems; they are changing a lot at the...

Feb 2024
||
(0)
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Manager

Value

I think we do get our money’s worth out of InterSystems. They work very hard, and we would recommend...

Feb 2024
||
(0)
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Manager

Loyalty

InterSystems is struggling in our country. We have been talking about moving to the new UI for...

Feb 2024
||
(0)
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Manager

Loyalty, Value

We would buy TrakCare EPR again because we can’t afford to do anything else. I think there are...

Feb 2024
||
(0)
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Manager

Loyalty, Relationship

We know the people from InterSystems, and they come and sort things out when we tell them something...

Feb 2024
||
(0)
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Director

Operations

The implementation of TrakCare EPR was quite a significant change for us. That was probably our...

Jan 2024
||
(0)
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Director

Culture

Sometimes we feel as if we are misled when it comes to what we want to invest in with InterSystems,...

Jan 2024
||
(0)
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Director

Loyalty, Product

We have almost a fully integrated solution with InterSystems, but it doesn’t agree with a lot of the...

Jan 2024
||
(0)
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Director

Loyalty

Our satisfaction with upgrades is quite low, but we are acutely aware that we are in desperate need...

Jan 2024
||
(0)
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Director

Operations, Value

The time to deliver upgrades with InterSystems is probably a lot longer than what we would like to...

Jan 2024
||
(0)
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Director

Relationship

InterSystems' support team is quite decent. We get responses from them when we submit iService...

Jan 2024
||
(0)
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Director

Relationship, Product

InterSystems is proactive in their engagements with a lot of larger health boards. They tend to...

Jan 2024
||
(0)
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Director

Product, Value

TrakCare EPR does what it says on the tin. We have made good progress with removing paper, and we...

Jan 2024
||
(0)
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 or  to see details.

Director

Loyalty, Product

We would recommend TrakCare EPR because it is a good product. The product has good functionality,...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product, Value

TrakCare EPR is a good patient management system when it is working. It records our wait times well....

Jan 2024
||
(0)
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 or  to see details.

Director

Loyalty, Value

TrakCare EPR is the worst product we have. If I could change out any product in our arsenal, it...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Loyalty

InterSystems has a vision, but their vision doesn't necessarily meet our needs. For example, the...

Jan 2024
||
(0)
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Director

Relationship

InterSystems' support people don't answer things quickly enough for us. It takes months for them to...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

Everything from InterSystems comes at a price, and we get nothing for nothing in our systems. That...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Relationship

InterSystems makes a lot of false promises. For example, they were supposed to have a specific...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

InterSystems is really arrogant. They believe that they have our contract forever, but that needs to...

Jan 2024
||
(0)
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Director

Relationship, Product

The vendor's biggest strengths are that they work well with the end users and look to find solutions...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Operations, Product

We have only gone live recently, so we are in the early days, but the feedback from the majority of...

Jan 2024
||
(0)
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Director

Loyalty

We will hopefully maximize the product to provide a better and safer service to our patients and...

Jan 2024
||
(0)
 Thank you  Helpful

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Director

Operations

The deployment was complex, and the timelines were very tight on some of the deliverables. The...

Jan 2024
||
(0)
 Thank you  Helpful

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CIO

Product

The analytics module was a big promise. Some establishments believed that TrakCare EPR was...

Jan 2024
||
(0)
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CIO

Relationship

The vendor is incapable of installing the TrakCare EPR update in connection with other things. We...

Jan 2024
||
(0)
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CIO

Loyalty, Relationship

The system is designed so that we can't work alone. We have a very particular relationship with...

Jan 2024
||
(0)
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CIO

Relationship

The problem with the support people is that they want to close the tickets. They don't necessarily...

Jan 2024
||
(0)
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Director

Product

TrakCare EPR sits in the background and does what it is supposed to do. I don't have a lot of...

Dec 2023
||
(0)
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Director

Loyalty, Product

TrakCare EPR is pretty much the engine of our clinical services. We use it for everything, and it...

Dec 2023
||
(0)
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Director

Relationship

There are some people I would happily recommend InterSystems to in order to make their life a...

Dec 2023
||
(0)
 Thank you  Helpful

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Director

Culture, Relationship

I get along with the executive that sells stuff to us. I like that person as a friend, but as a...

Dec 2023
||
(0)
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Director

Culture

I'm getting fed up with the lack of responsiveness about things we ask InterSystems for. I have...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Value

TrakCare EPR is a great piece of software, but it is more adapted to the American market. The...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Value

InterSystems' support is getting worse. The support team is not terrible, but in the past, they...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

InterSystems is a shining star when we have a real problem. When we have a priority-one issue,...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Product

The product is getting better. We have adapted in certain areas. The product has improved a lot, and...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Product

We have been asking the vendor for a few years for the major annual update to be done without...

Dec 2023
||
(0)
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Manager

Loyalty, Product

In demonstrations, the vendor promised a lot of satisfaction for a new interface. Now, we are...

Dec 2023
||
(0)
 Thank you  Helpful

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Manager

Operations

The vendor doesn't provide a lot of training documentation. We create our documentation. However,...

Dec 2023
||
(0)
 Thank you  Helpful

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Manager

Loyalty, Product

The vendor is working on integrating a prescription reader with AI. Today, the voice recognition is...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

InterSystems is a company that is very accessible compared to others. I have direct access to a lot...

Dec 2023
||
(0)
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Manager

Product

I would like to see smoother ergonomics in the product. I would like it to be easier to fetch...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product, Value

The product's ease of use is getting better all the time. We have prioritized TrakCare EPR above...

Dec 2023
||
(0)
 Thank you  Helpful

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VP/Other Executive

Relationship

When it comes to our relationships with the vendor and our contact people, strategic alignment is...

Dec 2023
||
(0)
 Thank you  Helpful

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VP/Other Executive

Relationship, Operations

I would like the vendor to focus on embedding things and enabling us to get on the cookie-cutter...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product

One of the principal positive aspects is the capacity of the tool to consolidate all computerized...

Dec 2023
||
(0)
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Physician

Product, Value

The system could improve by separating patients' stays during the same hospitalization to get a more...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Loyalty, Value

I am not getting my money's worth with the product. TrakCare EPR is a good solution, but overall, it...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

The requests for software upgrades take too long, sometimes several years. Certain functionalities...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty

We are moving away from TrakCare EPR due to a government decision to make our country's regions work...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

InterSystems trains some of our staff, and then we train other people. InterSystems is not training...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Product

TrakCare EPR doesn't look as nice as some of the other systems we have do, but TrakCare EPR is more...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Relationship

InterSystems has a vision. It is not necessarily aligned with our vision, but they at least have a...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

There is a lot that we use TrakCare EPR for, and therefore, when things go wrong, the problems are...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

We pay a lot more for TrakCare EPR than we do for some of our other systems, and we get quite a bit...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty

InterSystems has introduced a new UI, but we haven't implemented that yet. I think moving to...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

We used to have an application specialist who called us regularly to check in with us, see how...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Relationship

I think InterSystems is quite short-staffed for the next big jump that we will have to make. The...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

InterSystems was several months late with the implementation of some of the tools we originally...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Product

The vendor promised to improve the product's ease of use for end users, but that hasn't happened....

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

I would suggest that InterSystems carry on with their level of support and increase their level of...

Jul 2023
||
(0)
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Middle East & Africa EHR 2024
23 February 24    |   Everton Santos and Spencer Corbett
Over the last five years, the Middle East and Africa healthcare IT markets have expanded and evolved. The Middle East has seen consistent energy around EHR investment and digital transformation, with 10–15 purchase decisions being made annually. Energy in Africa has fluctuated year over year, impacted by some very large regional purchase decisions. When selecting an EHR vendor partner for the digital journey, organizations almost always consider other clinical, administrative, and financial functionalities in addition to the core EHR capabilities the vendor provides. This report both provides an update on EHR vendor performance and market share and offers KLAS’ first holistic look at EHR vendors’ broader portfolios in the Middle East and Africa, specifically highlighting the adoption and performance of ancillary EHR modules.
White Paper
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Global (Non-US) EMR Benefits 2023
16 March 23    |   Everton Santos and Sidney Tate
As electronic medical record (EMR) adoption grows worldwide, healthcare organizations considering this digital transformation all have the same question: what benefits can we really expect to receive from implementing an EMR? KLAS interviewed leaders at 36 non-US healthcare organizations—12 of which are HIMSS Level 6 or 7—to learn about their journey to realizing benefits from an EMR implementation. This white paper summarizes their insights, including what clinical and operational benefits they have seen, when those benefits were realized, and what recommendations they have for peer organizations.
Performance
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Asia/Oceania EMR 2022
21 December 22    |   Everton Santos and Jonathan Christensen
As healthcare organizations have come out of the peak of the COVID-19 pandemic, EMR purchase decisions in Asia have ramped up. In Oceania, most public hospitals have an EMR in place, but purchase energy remains high since many public and private provider organizations are planning large-scale purchases of go-forward EMRs. This report—KLAS’ first focused exclusively on Asia and Oceania—highlights (1) market share and vendor energy in recent EMR purchase decisions and (2) vendor performance in each region based on client feedback and experience. The chart below offers a high-level view of vendors’ overall performance.
Performance
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European EMR 2022
05 April 22    |   Eder Lagemann and Sidney Tate
In the past few years, there has been significant merger and acquisition (M&A) activity among EMR vendors who market in Europe as well as significant purchasing activity by healthcare organizations, creating one of the world’s most dynamic EMR markets. From 2016–2020, KLAS validated over 300 EMR decisions impacting over 1,200 inpatient facilities (comprehensive data for 2021 purchases not yet available). Using this data and customer feedback from 100 organizations, this report examines the customer satisfaction, market share, and recent market energy of European EMR vendors and evaluates which are best meeting customer needs in this competitive market.
Performance
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Middle East & Africa EMR 2021
09 September 21    |   Everton Santos and Sidney Tate
Many healthcare organizations in the Middle East and some in Africa have made EMR purchase decisions over the last five years (2016–2020). In that time, KLAS has validated 86 EMR decisions—72 in the Middle East and 14 in Africa—impacting over 320 hospitals, with decisions made in 2018–2020 impacting (on average) at least twice as many facilities as decisions made in 2016–2017. This report will examine the customer satisfaction, market share, and recent wins and market energy of EMR vendors in the Middle East and Africa. Compared to KLAS’ previous report on EMRs in the Middle East (published in 2019), this study includes performance data on a significantly higher number of vendors, providing more expansive insights, particularly into the Middle East market.



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