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Radiology Solutions Commentary
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Monique Rasband
VP of Imaging & Oncology
KLAS VP of Imaging & Oncology - Monique Rasband
 
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User Commentary

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Analyst/Coordinator

Loyalty

We had a good run with Change Healthcare, but things have not been as quick to move forward since...

Dec 2024
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(0)
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Manager

Relationship

Optum needs to eliminate errors in image transfer and improve customer support responsiveness. They...

Nov 2024
||
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Manager

Product

Sectra PACS is missing two major features for PACS admins and everyday users. There is no easy way...

Oct 2024
||
(0)
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Manager

Product

A big miss with Sectra PACS is that it has major flaws and errors with the CD and DVD burning...

Oct 2024
||
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Manager

Product

The system seems like it is working fine. The radiologists have scrolled through the images, and...

Oct 2024
||
(0)
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Analyst/Coordinator

Loyalty, Relationship

We have had a tough time since the cybersecurity issues with Optum. They are trying to get things...

Sep 2024
||
(0)
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Analyst/Coordinator

Relationship

The changes within our Radiology Solutions PACS have not been positive or a good experience. We...

Sep 2024
||
(0)
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Analyst/Coordinator

Culture, Relationship

Optum has lost a lot of good people. That is a combination of strong salespeople, support people,...

Sep 2024
||
(0)
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Analyst/Coordinator

Relationship, Operations, Product

We feel like Optum is at a halt when it comes to delivering new technology. We heard all about the...

Sep 2024
||
(0)
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Manager

Product

I love the PACS. It works well. I just like pretty much everything about it. It is easy to use. I...

Jul 2024
||
(0)
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Manager

Relationship

The vendor has made some improvements since the last time we talked with the support people. We were...

Jul 2024
||
(0)
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Manager

Product

The uptime has been great. We did have an upgrade, and that was fine. We are just doing business as...

Jul 2024
||
(0)
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Manager

Relationship

Things have been challenging because of Change Healthcare’s data breach, but I don't think we have...

Jul 2024
||
(0)
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Director

Relationship, Product

Radiology Solutions is very user friendly. It is easy for the staff members who use the system to...

Jul 2024
||
(0)
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Director

Loyalty, Product

There are just a couple of upgrades that I have discussed, and we are not there yet. I have not...

Jul 2024
||
(0)
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Analyst/Coordinator

Operations, Product

Change Healthcare’s product is an intuitive system to use. It is easy to learn, and I have been...

Jul 2024
||
(0)
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Analyst/Coordinator

Relationship

Change Healthcare’s support is usually really good, but the vendor can be a little slower to respond...

Jul 2024
||
(0)
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Director

Loyalty

We might stay with Change Healthcare, but we are looking outside of them at different products. We...

Jul 2024
||
(0)
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Director

Relationship

Change Healthcare makes every effort to keep their promises, but they just don't have the technical...

Jul 2024
||
(0)
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Director

Culture, Value

Change Healthcare charging for every little thing has always been the case to some degree. When we...

Jul 2024
||
(0)
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Director

Relationship, Operations, Product

We are constantly doing upgrades with Change Healthcare, and in general, those changes go very well....

Jul 2024
||
(0)
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Director

Loyalty, Relationship

Even though we are looking at possibly trying something different, Change Healthcare has been a good...

Jul 2024
||
(0)
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Manager

Loyalty, Product

Optum needs to improve the downloading of images. The speed is lacking, especially off-site and for...

Jul 2024
||
(0)
 Thank you  Helpful

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Manager

Operations, Product

When we first installed Radiology Solutions, Optum took care of a lot of the issues that we had with...

Jul 2024
||
(0)
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Manager

Loyalty, Product

Optum has fallen behind a bit on the on-premises side. Their cloud may be different. But the...

Jul 2024
||
(0)
 Thank you  Helpful

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Manager

Operations

For implementations, Optum's project management is actually pretty good. We have had pretty good...

Jul 2024
||
(0)
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Manager

Operations

Optum could do better with their training by producing more in-depth videos. Most of the videos they...

Jul 2024
||
(0)
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Manager

Relationship

When we first got Optum, the leadership that they had then was very different than what we have now....

Jul 2024
||
(0)
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Manager

Relationship

Change Healthcare is doing great with their customer service responses to us. When I need to quickly...

Jun 2024
||
(0)
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Manager

Operations, Product

There is one part of the product that I would suggest that the vendor improve. The part of the...

Jun 2024
||
(0)
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Manager

Relationship

Change Healthcare experienced a cyberattack. Their customer portal wasn't available for a while, so...

Jun 2024
||
(0)
 Thank you  Helpful

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Manager

Culture, Relationship

I am satisfied with Change Healthcare. I will probably give them a top rating for my overall...

Jun 2024
||
(0)
 Thank you  Helpful

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Manager

Product

Our most recent upgrade for Radiology Solutions was pretty smooth. The vendor has a new version of...

Jun 2024
||
(0)
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Manager

Relationship, Operations

Change Healthcare's service has been terrible. That has been really disappointing. The only way the...

Jun 2024
||
(0)
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Manager

Relationship

The vendor's support is structured. I can contact our salesperson directly. That is as high as I can...

Jun 2024
||
(0)
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Manager

Relationship

Before I would recommend the vendor to anyone, Change Healthcare would need to get their service...

Jun 2024
||
(0)
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Manager

Product

The number-one thing we like about the product is its stability. It doesn't go down very often. We...

Jun 2024
||
(0)
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Manager

Relationship, Value

The problems we are having with Change Healthcare are related to the hijacking that they have had....

Jun 2024
||
(0)
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Manager

Culture, Loyalty, Value

At one point, we needed to migrate some data off one of the servers that we purchased from Change...

Jun 2024
||
(0)
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Manager

Relationship

Change Healthcare had their cybersecurity event on the pharmaceutical line, and it has impacted the...

May 2024
||
(0)
 Thank you  Helpful

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Manager

Product

My experience with Radiology Solutions is all positive. I am probably a little biased only because...

May 2024
||
(0)
 Thank you  Helpful

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Manager

Culture

Change Healthcare continues to advance Radiology Solutions. Our sales representative has presented...

May 2024
||
(0)
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Analyst/Coordinator

Value

I am not really sure that we would buy Change Healthcare's system again. We would definitely...

May 2024
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Operations

Change Healthcare's training has been pretty good, but it could be a bit better. There is room for...

May 2024
||
(0)
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Analyst/Coordinator

Loyalty

Radiology Solutions doesn't quite have the functionality that we would like it to. We have used...

May 2024
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(0)
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Manager

Product

Radiology Solutions has basically been rock solid. There could be improvements within the worklist...

May 2024
||
(0)
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Manager

Relationship, Product

Change Healthcare has been pretty good lately. We can do a lot of data mining and capture a lot of...

May 2024
||
(0)
 Thank you  Helpful

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Manager

Relationship

Any vendor can't keep all their promises. Support gets challenged, they get backed up, and then we...

May 2024
||
(0)
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Analyst/Coordinator

Relationship

Change Healthcare has been dealing with their cyber incident recently, and they have been lagging in...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Relationship

We have an account manager over our area, but that person is just a conduit between sales and...

May 2024
||
(0)
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Manager

Product

The system is very stable. The only time we have any PACS downtime is when we do an upgrade. We...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Value

We are still not recovered from the Change Healthcare data breach. We are months out. I think the...

May 2024
||
(0)
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Manager

Relationship, Value

I feel sorry for Change Healthcare with the cyberattack. I have heard rumors they paid an obscene...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture

Change Healthcare has a lot of bolt-on applications that go with their system. Conserus Workflow...

May 2024
||
(0)
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Manager

Culture, Loyalty, Relationship

Recently, we rolled out the worklist that comes with a bolt-on that is part of Radiology Solutions;...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Change Healthcare stinks with their support. Every time we call, we get a new person. There used to...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Relationship

We have been with Change Healthcare for quite some time, so we have gone a long run with a single...

May 2024
||
(0)
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Manager

Relationship, Value

Radiology Solutions is highly expensive from what I hear. Historically, I tend to wait on the phone...

Apr 2024
||
(0)
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Manager

Product

I like Radiology Solutions. I am very familiar with it. It is pretty easy to use. It is meeting...

Apr 2024
||
(0)
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Manager

Relationship

I am not seeing any promotion of new technologies from Change Healthcare, but that might be because...

Apr 2024
||
(0)
 Thank you  Helpful

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Manager

Relationship, Operations

Change Healthcare's support is lacking. There were a lot of promises about a lot of innovation and a...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Value

Anytime anything changes that is connected to Change Healthcare, whether we upgrade a new product or...

Apr 2024
||
(0)
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 or  to see details.

Manager

Product

The product has good stability. The product works well. All our radiologists seem to like it.

Apr 2024
||
(0)
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Manager

Product

The biggest thing the vendor needs to improve is the modernization of the underlying architecture....

Apr 2024
||
(0)
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Manager

Operations

There is very limited training from Change Healthcare, so they need to provide more training.

Apr 2024
||
(0)
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Manager

Relationship

Every since Change Healthcare's cyber incident, we have not been getting a lot of feedback from...

Apr 2024
||
(0)
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Manager

Operations

We haven't received training for the product since our first implementation because Radiology...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Operations

Our implementation of Radiology Solutions wasn't as good as it could have been. There were a lot of...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Product

Change Healthcare monitors certain things, but I don't think that they are as proactive as they used...

Apr 2024
||
(0)
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Manager

Loyalty, Product

We just did an upgrade, and Radiology Solutions isn't very different than what we had. I don't know...

Apr 2024
||
(0)
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 or  to see details.

Manager

Relationship

Honestly, Change Healthcare's staffing and support aren't what they used to be. In the past, we...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Operations, Product

We recently did an upgrade, and Change Healthcare has been really good. We have had no serious...

Mar 2024
||
(0)
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Manager

Loyalty

There is an enterprise effort to standardize things, and eventually all of our radiology stuff will...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Change Healthcare has been pretty consistent over the years, but in the last couple of years,...

Mar 2024
||
(0)
 Thank you  Helpful

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Director

Operations

We have a project going on right now, and we are trying to get some connectivity between the company...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Relationship

We have a meeting coming up with Change Healthcare to discuss some things. To be perfectly honest,...

Mar 2024
||
(0)
 Thank you  Helpful

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Director

Relationship

We haven't consistently had an account representative who gives us information. We have typically...

Mar 2024
||
(0)
 Thank you  Helpful

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Director

Relationship

I would like to know more about what Change Healthcare is integrating their system with. I would...

Mar 2024
||
(0)
 Thank you  Helpful

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Director

Value

Due to a cyberattack on Change Healthcare, we have no revenue. They were our broker for billing, and...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Operations

We had a very rocky upgrade. Change Healthcare was heavily leaning toward breaking us during the...

Mar 2024
||
(0)
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Manager

Product

We had an integration with our EHR that was fairly difficult. The HL7 information going back and...

Mar 2024
||
(0)
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Manager

Relationship

To make the biggest difference for me, Change Healthcare could have more effective support. Change...

Mar 2024
||
(0)
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Manager

Culture

Change Healthcare's timelines are based on very lengthy processes, so it is very hard for them to...

Mar 2024
||
(0)
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Manager

Culture, Relationship, Value

Change Healthcare's way of doing business has changed a lot over the years. Change Healthcare is...

Mar 2024
||
(0)
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Manager

Culture

Change Healthcare left things off of contracts. Then, we needed to purchase those things due to...

Mar 2024
||
(0)
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Manager

Product

The product is excellent. It works well for our radiologists, and it is easy to use. Our...

Mar 2024
||
(0)
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Manager

Loyalty

We are supposed to go through an upgrade for the system, and we will be more satisfied after that.

Mar 2024
||
(0)
 Thank you  Helpful

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Manager

Relationship

The vendor's support is pretty good. Over the last couple of years, there has been a lot of...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

It has been about a month since the cyberattack on Change Healthcare, and we haven't heard anything...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Regarding Change Healthcare's account staff and the management there, that level has been extremely...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Product

Very little has changed in the vendor's on-premises solutions. That is probably the main reason I...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Over the past year, I have found that Change Healthcare's support quality has dropped. I don't know...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Operations, Product

Radiology Solutions integrates pretty well. It is relatively easy to use. Our users don’t seem to...

Feb 2024
||
(0)
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Manager

Operations, Product

Ease of access is something that has been commented on by our end users. The system is pretty...

Feb 2024
||
(0)
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Manager

Relationship

I expect from a vendor that if I am having a technical issue, they will work with me and help in...

Feb 2024
||
(0)
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Manager

Loyalty

The decision is to look elsewhere is really driven by the physicians who are saying they are not...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

We meet with Change Healthcare, and we have calls, but promises are not always kept. That is kind of...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

I'm disappointed with the support and the quality of customer care from Change Healthcare. That...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Relationship

Our two big reasons for leaving Change Healthcare are that we have noticed a decline in the quality...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Value

I wouldn't buy Radiology Solutions again, but I don't know a lot about what the alternatives are...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

We have periodically had to get Change Healthcare’s executives involved, and it hasn't been too hard...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Change Healthcare’s support is just bad, and bad is an understatement. The problem isn't that their...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Product

We had Change Healthcare Enterprise Viewer, which worked with our patient portal as an external...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Product

Change Healthcare’s new software solutions don’t work, and the onus is put on the local...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

I don't have many complaints about the application itself. The application works fine with the way...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture

Our volume-based licensing took a very large hit when we were going over some of the items we paid...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product, Value

We have been trying to work some things out with some comparison studies. We upload comparison...

Feb 2024
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Product

Our newest Radiology Solutions upgrade has AI within it, with an AI study list that can pull studies...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture

We signed a deal with the vendor that I am not thrilled about. I feel like we were rushed. We had to...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Loyalty

At my previous organization, we moved from Change Healthcare's system to another vendor's system....

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Relationship

Change Healthcare tells us that things will be looked into or that we will get updates at certain...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Operations

I have noticed recently that there is usually a struggle to get someone from Change Healthcare for a...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

We have had a lot of problems with the radiology environments over the last couple of years. This...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

The service from Change Healthcare has gone down since Optum bought them out. We used to be able to...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

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PACS 2022
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The US PACS market is poised for change. Several vendors have made or undergone acquisitions, and some vendors have large customer bases still on legacy solutions. Over 30% of the 368 organizations interviewed for this report are at risk of replacing their current vendor, and organizations are looking for vendor partners to advance their enterprise imaging strategies. Further, industry-wide staff shortages have led to support and innovation challenges among PACS vendors. This report examines how these vendors have addressed this shifting market’s challenges and met the needs of customers with large volumes (300,000+ studies per year) and small/midsize volumes (<300,000 studies per year).
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Optum/Change Healthcare Merger
16 August 22    |   Boyd Stewart and Sam Eaquinto
In January 2021, Optum announced their intentions to acquire Change Healthcare. The merger remains unfinalized, however, as the US Department of Justice blocked the deal in February 2022 due to anticompetition concerns—such a merger would give UnitedHealth Group, Optum’s parent company and the nation’s largest insurer, access to rivals’ sensitive data. The legal proceeding is ongoing and scheduled to go to trial August 1, 2022. This report shares Optum and Change Healthcare customers’ reactions to the merger and their perceptions of its impact. Between March 2021 and April 2022, KLAS interviewed 48 individuals from 46 unique organizations; of these respondents, 9% are Optum customers, 56% are Change Healthcare customers, and 35% are customers of both vendors.



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