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Patient & Family Communication Commentary
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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Featured  Reports

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
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Patient Communications Landscape 2022: Leveraging Communication Tools to Drive Outcomes
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Patient Perspectives on Patient Engagement Technology 2022: Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
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User Commentary

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Director

Relationship

For support, we can email our regional manager, call the contact center, or submit a ticket online....

Apr 2024
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(0)
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Director

Relationship

PerfectServe has worked with us to get and build different things unique to our needs. We can...

Apr 2024
||
(0)
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Director

Relationship, Product

We have one issue that we have been working on with PerfectServe for several years, but they haven't...

Apr 2024
||
(0)
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Director

Loyalty, Product

We haven’t done any integration with Patient & Family Communication yet, but we hope to have it...

Apr 2024
||
(0)
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Analyst/Coordinator

Operations, Product

When we went live with the product, we stood it up pretty quickly. All the changes that PerfectServe...

Mar 2024
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(0)
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Analyst/Coordinator

Operations

We get the vendor’s trainings all lumped together, but they are all different. The initial training...

Mar 2024
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(0)
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Analyst/Coordinator

Relationship, Product

Patient & Family Communication runs smoothly with no issues and no tickets related to support. No...

Mar 2024
||
(0)
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Analyst/Coordinator

Relationship

We meet regularly with PerfectServe's people. We have opportunities to express issues.

Mar 2024
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(0)
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Analyst/Coordinator

Relationship, Product

The product is keeping the line of communication open between the care team and the family members....

Mar 2024
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(0)
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Manager

Relationship, Value

All of my interactions with PerfectServe are amazing; I have no opportunities for improvement to...

Mar 2024
||
(0)
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Physician

Value

Our patients contact us through the system, and the system seems to be very reliable. I have never...

Jan 2024
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(0)
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Physician

Product

I would like the system's text tones to be improved and to be gentler. The voice-to-text...

Jan 2024
||
(0)
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Physician

Operations

We did a recent upgrade for the system, and the vendor implemented that upgrade easily. The vendor...

Jan 2024
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(0)
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Physician

Relationship

We will occasionally encounter a glitch in the solution, and when we engage with PerfectServe, they...

Jan 2024
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(0)
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Director

Product

We like that we can do video visits and text family members all at once. We can message several...

Aug 2023
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(0)
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Director

Product

We would like it if we could have multiple family members on video visits, but we can only add one....

Aug 2023
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Director

Operations, Product

End users have to go to a different platform to use the PerfectServe system. It would be nice if...

Aug 2023
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Related Articles
Article
KLAS article icon
Finding a One-Stop Shop in Patient Engagement Platforms
19 March 21    |   Adam Cherrington and Dan Czech
The focus of the Patient Engagement Platforms 2020 report is which vendors are capable of providing a one-stop shop solution for patient engagement.
View All Reports
Related Reports
Performance
KLAS article icon
Patient Communications Landscape 2022
30 June 22    |   Adam Cherrington and Dan Czech
As patients’ expectations have evolved and provider organizations’ technology has matured, the need for quick, easy, ongoing patient/provider communication has become even more prevalent. It is often no longer sufficient to merely push communications to patients (e.g., appointment reminders). This study examines and defines the current landscape of patient communications solutions—including how they are used; how easy they are to set up, customize, and use on an ongoing basis; and what outcomes they are helping organizations to achieve.
Perception
KLAS article icon
Patient Perspectives on Patient Engagement Technology 2022
26 May 22    |   Adam Cherrington and Dan Czech
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.
Perception
KLAS article icon
Digital Front Door 2021
28 September 21    |   Adam Cherrington and Dan Czech
Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.



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